ABOUT
RON JACKSON, Principal Service Designer - Service Strategy, Customer Experience, Workflow Optimization
Ron is a Principal Service Designer based in the Dallas-Fort Worth area. For more than 25 years, he has helped organizations improve customer experiences, optimize workflows, and transform services through experience design, service design, systems thinking, and strategic innovation. His experience spans financial services, healthcare, telecommunications, insurance, retail, and technology, including work with organizations such as Charles Schwab, Verizon, Hewlett Packard Enterprise, and Laerdal/RQI Partners. Ron holds a Bachelor of Environmental Design and a Master of Architecture from Texas A&M University, an MBA from the University of Phoenix, and is a Certified Usability Analyst™ through Human Factors International.
Design Portfolio
Verizon CX Insights
Analyzing and improving negative sentiment across Verizon mobile customers
Verizon ExpressCheckout
Mapping customer journeys to understand complexities of navigation and troublshoot errors during the mobile checkout process
The Clearing House - New National RTP Network
Mobile and desktop UI design with integrated network data to demo fast real-time payments for America's largest ACH processor
The RQI Ecosystem
Ecosystem mapping to facilitate employee orientation, business direction, and decision-making within RQI
2020 RQI Sales Strategy - Medical CPR Training
Service design for the new RQI sales and implementation process
RQI Telecommunicator - 911 CPR Training
Conceptual design for RQI program managers and 911 operators
RQI Feedback Manager
Service design thinking session to create a holistic feedback strategy for RQI
AT&T Learning - Internal Corporate Program
Research and concept creation activities for all of AT&T's employees.
Agency MVP - Startup Insurance Sales
Smart insurance sales and marketing tool for agents across the USA
UX Caliber - Heuristics Evaluation Tool
An internal tool to quickly conduct team-based usability reviews of HPE applications and websites
HPE IT Cost Transformation
A new design to reduce employee IT consumption costs and encourage cost-saving behaviorsDesigning for Transformation
Over the course of my career, I have developed and refined a practical framework for understanding business challenges, aligning stakeholders, and delivering meaningful outcomes. I refer to this approach as the 4D Framework: Discover, Define, Design, and Deliver.
Understand
Discover
Research & Discovery
Stakeholder Interviews
Customer Insights
Voice of Customer (VOC)
Observation & Analytics
Current-State Understanding
DISCOVER is essential.
Align
Define
Journey Mapping
Service Blueprinting
Systems Analysis
Opportunity Identification
Problem Framing
Strategic Alignment
DEFINE is the gateway to DESIGN.
Create
Design
Future-State Concepts
Workflow Optimization
Experience Strategy
Prototyping
Co-Creation
Service Design/Redesign
DESIGN enables the experience.
Improve
Deliver
Implementation Support
Organizational Adoption
Measurement & Validation
Continuous Improvement
Operational Excellence
Scaling & Growth
DELIVER validates DESIGN.