Embedding inclusion + diversity
in everything we do
in everything we do
At Jack, we believe inclusion starts with the design process and outcomes must go beyond marketing. And, we believe in designing with your customers, not just for them.
This requires bringing customers into the design process from the beginning and understanding multiple facets of their identity, from race and gender to income and geography. We hold ourselves to the same standard and bring representative teams to every project.
This dual-pronged approach enables Jack to deliver outputs that are authentic to your customer and are culturally-aware--and to do so with speed.
This requires bringing customers into the design process from the beginning and understanding multiple facets of their identity, from race and gender to income and geography. We hold ourselves to the same standard and bring representative teams to every project.
This dual-pronged approach enables Jack to deliver outputs that are authentic to your customer and are culturally-aware--and to do so with speed.
Thriving in the tangible and testable
Insights and strategy only work when put into action (and aren’t left to wither in a deck)! So at Jack we get tangible quickly, and ensure our outcomes are testable today.
To do that, we align with you early on what’s possible and what’s not. Then we ensure our recommendations not only paint a picture of future potential, but also give your team a way to start making progress right away—whether that’s an experiment, a survey, or marketing copy to test.
To do that, we align with you early on what’s possible and what’s not. Then we ensure our recommendations not only paint a picture of future potential, but also give your team a way to start making progress right away—whether that’s an experiment, a survey, or marketing copy to test.
Combining insights, product design +
business viability
business viability
At Jack, we believe that when you design the experience, you design the business—and vice versa. And, when you design with a deep understanding of your customers, you create better outcomes across the board. So, we do all three - design, research and business modeling - in tandem and iteratively.
At Jack, we see the friction between business needs, great design and customer needs as an asset, as these realities help bring truly viable ideas to life more quickly.
At Jack, we see the friction between business needs, great design and customer needs as an asset, as these realities help bring truly viable ideas to life more quickly.
Investing in relationships
We understand the pressure to show progress, the need for teams to be brought along and bought into the work, and the importance of getting handoffs right. We know our clients well—and well enough to know that one size doesn’t fit all. Jack takes the time to understand what works for you.
And, our commitment to this kind of partnership shows: more than half our work comes from repeat clients.
And, our commitment to this kind of partnership shows: more than half our work comes from repeat clients.
Accessing a robust toolkit to create custom approaches to problems
We don’t stick to a fixed process for all our projects. Rather, we draw upon a set of tools and approaches to help you get to the solution you need. Our toolkit includes:
Customer and User Insights
Product and Experience Design
Venture Design
Business Modelling
UX & UI Design
Representative & Inclusive Research
Qualitative Research
Workshop Facilitation
Prototyping & Piloting
We first understand your business, your customer and your goals. Then we put together an approach that fits that brief. And, we rarely scope projects past 6-8 weeks.
Customer and User Insights
Product and Experience Design
Venture Design
Business Modelling
UX & UI Design
Representative & Inclusive Research
Qualitative Research
Workshop Facilitation
Prototyping & Piloting
We first understand your business, your customer and your goals. Then we put together an approach that fits that brief. And, we rarely scope projects past 6-8 weeks.
Developed a multi-pronged strategy for Casper to drive customer LTV and loyalty, and to make incremental changes to experience
Business Goals
Develop ways to drive customer lifetime value and engagement with the brand, while decreasing time between purchase moments across categories
Approach
Two research rounds over 6 weeks; 2 weeks of design experiments and business modeling outcomes
Outcomes
Multiple experiments launched from project recommendation that demonstrated higher-than-predicted conversion.
Map of key moments and opportunities for mattresses and other bedding categories across a customer’s lifetime
Five focus areas for Casper to pursue in the near, middle and long term
Designed a new rider program to help SoulCycle retain more new customers
Business Goals
Increase retention rates with new customers
Approach
Two rounds of research and experience design over 8 weeks
Outcomes
Deep insights about the new customer and the first ride experience
Recommended new rider program that spanned product bundling, mobile experience and in-studio communication
Language and content that could be immediately launched and tested on site and in emails (“New to Soul” section on site launched shortly after project close using this language)
Experience principles to guide future features and programs for new riders
Helped Forbes understand how families and kids approach money and finances through developing and piloting prototypes
Business Goals
Garner an understanding of a new (to Forbes) market in order to assess the viability of the opportunity area
Approach
Three design sessions with kids leading to two multi-week pilots with working prototypes
Outcomes
Deep insights into how 8-11 year olds think about money and want to interact with financial education
Two digital and physical prototypes built and piloted with target consumers
Recommended pathway for ventures from Forbes supported with detailed experience, operational, and financial models
Future vision of a platform strategy
Inform how Mailchimp prices and bundles features by identifying the features from which users derive the most value
Business Goals
Capture more value by making the benefits of premium tiers clearer and more aligned with user needs
Approach
4 weeks of research and prototyping
Outcomes
Understanding of which features users sign up for, which drive retention and which drive upgrades to premium tiers
Recommended bundling of features according to how users think about and use them
Recommended language and bundling for A/B test (launched within 2 weeks of project end, leading to higher conversion than anticipated)
Informed foundation to support a more targeted pricing study
Partnered with Square to determine the ideal feature set of a new product based on what its customers need and how they might use the product
Business Goals
Determine a set of features for a new product that both delivers best experience to customers while satisfying business and feasibility constraints
Approach
Quant and qual research, feature mapping and business modeling done in iterations over course of 8 weeks
Outcomes
Recommended feature set and experience-level insights for beta launch and beyond
Ideas validated via qualitative and quantitative research
Experience principles to guide future iterations of product
Customer needs framework that is applicable to broader Square ecosystem
Partnered with Valiant Labs, Nike’s digital venture incubator, to understand how Black and Latinx Millennial women approach wellness
Business Goals
Identify nuances and differences between consumer segments when it comes to wellness in order to identify open opportunity areas
Approach
3 weeks of rapid research and market sizing
Outcomes
Insights around how Black and Latinx females approach wellness and how that approach differs from the mainstream
Opportunity areas and estimated market size for Valiant Labs
Recommendation for how Valiant Labs should pursue identified opportunity areas
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