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(Päivitetty 2020-06-09)Senior CX/UX consultant
Odense, Danmark
Äidinkieli Danish, Sujuva English
- 5+ erfaring med CX/UX
- User-centered design
- Customer Centricity
Taidot (33)
Customer journey mapping
CX Measurements outside-in
User research
CX Culture Transformation
Heuristic evaluation
USABILITY TEST
ETHNOGRAPHIC
USABILITY TESTING
Concept testing
Customer Centricity
User Testing
PROTOTYPES
PROTOTYPE
UX
MICROSOFT OFFICE
PRODUCT DEVELOPMENT
MAPPING
QUANTITATIVE
RECRUITING
Data Analysis
VALUE PROPOSITION
BUSINESS CASE
TEACHING
BUSINESS CASE DEVELOPMENT
BUDGET
ONBOARDING
REPORT WRITING
COLLECTION
TALENT DEVELOPMENT
TOPO
GPS
PUBLISHING
HP-UX
Yhteenveto
As a T-shaped customer-centric product designer and developer with +5 years' experience within CX, UX and innovation, I am very enthusiastic about the development of products, processes and services based on end-user needs, wants and behaviours. I am trained to question existing solutions and very engaged with research as a craft that extends well beyond speaking to people - to showcase how to connect the dots to create outstanding experiences. In addition, I have solid experience working with different people and professionals in huge enterprises as well as entrepreneurial and innovative firms in the intersection between customer and business needs. In my work, I master the orchestration of end-to-end CX projects (from CX vision to telling the ROI story),
ethnographic fieldwork, customer journey mapping, qualitative interviews, data analysis and prioritization of pain-points, facilitation of idea and co-creation workshops, interactive prototype and pretotype development, user testing as well as major written evaluations.
Työkokemus
2018-01 - 2020-01
Agile Transformation, Danske Bank (Glostrup and Copenhagen Area)
Responsibility for CX strategy, tactics and operationalization across all development areas in Danske Bank (involving 2500 FTEs) and co-develop the customer experience toolbox, training and community
Key responsibilities and tasks:
• Enable the organisation to work customer centric in agile ways of working
• Developing, operationalizing and implementing customer experience vision across Danske Bank
• Driving the large-scale agile and customer centric transformation across business units,
stakeholders and market areas by supporting and challenging business unit management on priorities and direction
• Driving customer experience maturity assessments in all development teams and projects across Danske Bank to recommend better ways of working and show how good looks like
• Increase awareness and introduction to "customer outcomes" measurements in the development
teams by shifting away from an output focus to desired customer behaviour in solutions
• Co-facilitate CX training course internally (DK, SE and India) to increase CX/UX skills within the bank (via Build-Measure-Learn methodology)
• Co-facilitate Design Sprints in the organisation 2-4 times per year
• Maintain and improve our design thinking toolbox as a strong enabler for customer centricity
Selected experience from my involvement in projects: District - corporate eBanking platform
• Customer journey mapping for small, mid-sized and large corporates (current and target state)
• Conducting 20-25 explorative interviews and concept tests with small, midsize and large corporate customers (owners, bookkeepers, financial managers, accountants, CFOs, CEOs etc.)
• Conducting 5 explorative interviews with bookkeepers
• Onboarding 20-25 corporate customers to District and receive feedback on "look and feel".
• Developing and conducting performance/usability test to understand customers' ability to fulfil their tasks and the performance of the platform
• Developing a service blueprint to identify root causes and overview of process landscape
• Holistically collecting and structure customer feedback across all data sources related to payments features as a hypothesis generator and confirmation of existing
• Recommendation on better ways of working by establishing more structured feedback loops
• Identify challenges and improvement areas across the customer experience in District and formalized issues in order to facilitate prioritization and action-oriented recommendations
• Encouraging leadership utilize customer outcomes instead of outputs thru workshops
• Responsible for design-student (intern) parallel with project execution
Project Financing (Green, Mortgage, Consumer Finance, Debt Collection, Future Financing)
• Conducting CX maturity assessment and recommendation on CX/UX
• Developing vision and mission in all areas together with management
• Establishing and developing a UX/CX chapter lead role in Future Financing for the leadership
• Conducting 7 explorative interviews and concept tests (Green and Mortgage)
• Supporting the conceptualizing of Green Loans and value proposition (Nordics) incl. competitor analysis and recommendation on CX improvements
Project Housing, Remortgage (private banking)
• Initiated digital transformation "Customer Journey Acceleration" by interviewing 10 private
banking customers, analyze insights, mapping customer journeys (current and future state),
conducting employee interviews and providing employee and IT process pains via a service blueprint with recommendation on prioritisation of pains
• Building data driven customer personas/segmentation to serve better remortgage design solutions
• Creating pain catalogue to serve the team and stakeholders dialogue
• Develop stakeholder-map
Selected key results
• Groomed and implemented customer journey framework across the development areas
• Increased and professionalised the use of customer experience in the product development
• Delivered CX training to agile scrum teams with the score 4.5 out of 5 (ratings from participants)
• Developed and installed a UX/CX Chapter Lead role in Future Financing
• Qualitative evaluation interviews have proven that our CX work created greater awareness and understanding of the importance by embedding customer insights in the business
2016-01 - 2018-01
Responsibilities and tasks:
• Clarification and planning within the budget (250.000 DKK)
• Innovation questions, trend analysis, mind mapping and segmentation
• Research and needs analysis: Observation of user behaviour, bodystorming, desk research, user
surveys (online questionnaires), personas, user journey and opportunity space
• Concept development based on research insights:
o Website (atlex.dk) with user-generated exercise directory and task module
o Interactive GPS zones around the facility for users with smartphones
• Created clickable prototype in Adobe XD of app
• Usability and split test of website (Atlex.dk)
• User story handed over to developers (who develops app, website and GPS)
Result
• Development and implementation of physical signage, mobile app and website with integrated
GPS zones for active learning at the world's most innovative sports facilities at SDU
• Visit www.atlex.dk for more information on the concept
2017-01 - 2018-01
Responsibilities and tasks:
• Product maturation of an interactive wall and a new tablet/smartphone app targeted children and people with physical and cognitive disorder
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Anders Hjort Carl Nielsens Kvarter 39. 2.tv 5000 Odense C andershjort85@hotmail.com +45 20 23 44 33
• Created a pain catalogue to stakeholders
• Research and needs analysis (collection and processing of qualitative data)
• Observation, 15 semi-structured interviews, flow mapping and user journey
• Idea catalogue and concept development
• Ideation and development workshops with brainstorming, scenario and mockup development
• Clickable prototype development of UX design (in Adobe XD)
o Test approach: think-high tests / heuristic evaluation
o See my clickable tablet prototype here: https://xd.adobe.com/view/54da2622-977e-
4799-9bcd-b922173407df
Result
• Evaluation report: impact measurement is done with user scenario cases + final user story handed
over to the IT company PlayAlive ApS.
2016-01 - 2017-01
As a part time sports manager my main focus were to operationalize and develop our sporting
organizational visions and strategies for FC Svendborg (football club)
Responsibilities:
• Planning and executing vision and strategy
• Design set of values
• Budget responsible for transferring activities
• Recruiting, hiring and firing staff: from footballers, trainers to health personnel
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Anders Hjort Carl Nielsens Kvarter 39. 2.tv 5000 Odense C andershjort85@hotmail.com +45 20 23 44 33
2017-01 - 2017-01
International gamification article (8000 words) and presentation as lead author of the "Game-Based
Learning" conference in Austria 5-6. October 2017 entitled "Introducing Player-Driven Video Analysis to Enhance Reflective Soccer Practice".
Result:
• The article has been selected for publication as an international academic paper in the International Journal of Game-Based Learning 2018.
• Find the article ("abstract" available) by searching on my name via this link: http://www.igi-
global.com/ijgbl
2014-01 - 2016-01
Responsibilities and tasks:
• Business case development: Operation and development of the start-up
• Describe and implement business plan (including establishment and operating budget)
• Ideation and development workshops and 20 interviews across players and coaches
• Pretotype development and user testing on coaches, youth and senior players
• Pitch for investors, suppliers and customers: Presentation in football clubs throughout DK
Result
• In 2016, Kin-cone was named by the IDEA Entrepreneurship Center as a potential growth
company in relation to the Danish Business Authority among 50 business ideas.
• http://pro-programmet.dk/portfolio-items/kin/
• Kin-cone reached previous agreements for DKK 200,000 e.g. among 3 Danish "Superliga" clubs
2015-01 - 2016-01
Qualitative design research studies at FCK's youth football academy "School of Excellence" and FC
Nordsjællands youth football academy in collaboration with the IT company Eye4TALENT (cloud and web-based talent development platform)
Responsibilities and tasks:
• Method, theory and user-involved design activities: Responsible for implementation of design and science in the design research project
• Baseline (examine characteristics in the environment before platform intervention): Observation,
semi-structured interviews, focus group interviews, quantitative questionnaire
• Ideation workshops with coaches and players (prepare design proposals)
• User test (intervention): Mobile app and website tested (heuristic analysis)
• Evaluation: Design and scientific reporting (submission of user story)
Result:
• Article published as lead researcher and author:
https://www.sdu.dk/da/om_sdu/institutter_centre/iob_idraet_og_biomekanik/forskning/forskningsenhede
r/learning+and+talent+in+sport/forskningsprojekter/projekt+eye4talent+playeruniverse
• Solid recommendation regarding UX and the further product development of the platform based
on achieved development results. Including attention points about learning approaches
2014-01 - 2015-01
Responsibilities and tasks:
• Exemplary model in teaching: on sports and design processes as combination
• Guidance: of undergraduate and graduate students in the fields of design and innovation
• Concept development: Tomorrow's interaction design linked to physical activity
• Academic report writing: The potential of technology design at campus, SDU
Result
• Inspired students to start business via design and sport. Extension and experience in implementing scientific methods, theories and techniques within UX. I co-authored a design
journal "Design for movement" on: http://www.designformovement.dk/pages/about-us/
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Anders Hjort Carl Nielsens Kvarter 39. 2.tv 5000 Odense C andershjort85@hotmail.com +45 20 23 44 33
Koulutus
2024-04 - 2024-04
2020-05 - 2017-01
2020-05 - 2017-01
2020-05 - 2016-01
2020-05 - 2016-01
2020-05 - 2016-01
2020-05 - 2014-01
2020-05 - 2011-01