### **Background**

In 2018, I invited Chelsea Manning (CM) to speak at the Gloria Stage as part of our Equality theme. The talk, moderated by [Sebastian Gjerding](https://twitter.com/gjerding) from the newspaper Information, focused on transgender rights and public transparency in a digitized world, two topics that CM can personally relate to.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FAkcp6kr7xyb8dgOGDo5J%2Fbc127200-3699-439b-a9be-f5004c975e70.jpg?alt=media&token=b8fae656-c7c6-40ee-b79c-abfc7bd1a402","id":"bc127200-3699-439b-a9be-f5004c975e70","width":5094,"height":3396,"filename":"20180705-ChelseaManning-PhotoBySteffenJoergensen-0446.jpeg","type":"image/jpeg","caption":"Photo by Steffen Joergensen","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FAkcp6kr7xyb8dgOGDo5J%2F1f6eb1b9-9948-4c8b-9e0c-229e7be4b5d4.jpg?alt=media&token=bdded32e-46ba-4f7b-ab1c-d57ea658ddaa","id":"1f6eb1b9-9948-4c8b-9e0c-229e7be4b5d4","width":4674,"height":3116,"filename":"20180705-ChelseaManning-PhotoBySteffenJoergensen-8206.jpeg","type":"image/jpeg","caption":"Photo by Steffen Joergensen","border":false}]}
```

### **Challenge**

We anticipated a large turnout for the talk. However, do attendees truly consider how algorithms influence their choices, behavior, and perception in their everyday lives?

### **Solution**

To prompt a reflection I curated the gifted [Andreas Refsgaard](https://www.andreasrefsgaard.dk/) who could turn our idea into reality. The outcome was this digital art piece “In Algorithms We Trust” which Andreas describes like this:

> *"The art piece In Algorithms We Trust invites guests of Roskilde Festival to reflect upon the role of software algorithms while also providing an opportunity to pose a question to Chelsea Manning."*

The video below demonstrates user interaction with the algorithm and the required responses. The purpose was to prompt users to reflect on the odd questions and overall experience.

```cv
vimeo
{"url":"https://vimeo.com/310553909","width":576,"height":360,"thumbnail":"https://i.vimeocdn.com/video/751166340-e4c88899c1efbdf00d21b0ab25040f9cd1eba1b7ee7f6b3b689453485f9ff9c2-d_295x166"}
```

[Read more about "In Algorithms We Trust”](https://www.andreasrefsgaard.dk/projects/in_algorithms/) on  Andreas Refsgaards personal website.

---

### **My role**

* Curator

* Project Manager

* Producer

### **Tasks**

* Ensure that the talk is relevant and contextual to the audience.

* Manage, conceptualize, and produce the art piece titled "In Algorithms We Trust."

* Negotiate budget and contract

* Manage both the artist and and the Roskilde Festival organisation

* On-site producer and general problem solver.

Chelsea Manning Talk

### **How can we prevent tourists from wandering City Hall, interrupting meetings, barging into offices, and stealing Royal Copenhagen porcelain?**

### City Hall attracts thousands of international tourists each year, especially during the peak season in July and August when approximately 80,000 visitors arrive. It serves as a public workplace while also being open to the general public for tours of the tower and other activities.

### **Elevating the City Hall Experience**

To cultivate a desired behavior, our approach is about providing tourists with a clear sense of purpose from the beginning of their visit. The solution focuses on enhancing signage, providing concise information about their location and available options, and offering self-guided tours in the form of a brochure. Following the philosophy of renowned Danish architect [Jan Geh](https://da.wikipedia.org/wiki/Jan_Gehl)l, we "[invite](https://www.youtube.com/watch?v=tRZMpGyQBZ0)" tourists to explore City Hall.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Fb22352ef-a736-4dc9-8ba3-acbc2321f726.png?alt=media&token=e902d98a-debb-4273-9cf1-0784941374e1","id":"b22352ef-a736-4dc9-8ba3-acbc2321f726","width":4292,"height":2680,"filename":"Skærmbillede 2023-08-29 kl. 16.08.42.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F0e8fae18-a2dc-47f4-8859-4eb2f52015fd.jpg?alt=media&token=7607c3d5-1592-40ed-8bd9-1d4cda98c4c1","id":"0e8fae18-a2dc-47f4-8859-4eb2f52015fd","width":750,"height":1334,"filename":"Image uploaded from iOS (39)-kopi.jpg","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Ffe463606-32a0-488d-baee-f67784b1be4e.jpg?alt=media&token=eba3dcbb-db2b-49d2-9af9-d84c198b12b7","id":"fe463606-32a0-488d-baee-f67784b1be4e","width":4032,"height":3024,"filename":"Image uploaded from iOS (26).jpg","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F3bc7c1da-31c6-42d5-a7cd-f7281d3c3a3d.jpg?alt=media&token=8cead1da-84a1-45ef-a071-431317bb34eb","id":"3bc7c1da-31c6-42d5-a7cd-f7281d3c3a3d","width":4032,"height":3024,"filename":"Image uploaded from iOS (27).jpg","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Fb1eca4f0-1974-410c-ad17-0cbfe55ca09e.jpg?alt=media&token=9ffae73a-58c4-43fe-89b3-c04634c9130e","id":"b1eca4f0-1974-410c-ad17-0cbfe55ca09e","width":4032,"height":3024,"filename":"IMG_5387.JPG","type":"image/jpeg","caption":"","border":false}]}
```

### **Empowering Tourists with Purpose: A Novel Approach to Visitor Management**

Our test showed that while there was room for improvement, the overall concept was effective. Instead of tourists wandering around confused upon entering the building, they quickly understood that they were visiting City Hall. The greeting stand at the entrance acted like sticky tape, attracting attention. It provided basic information at a glance and held brochures for the tour. The self-guided tours functioned as a crowd control mechanism, although the route could be improved and the maps made easier to navigate. However, we successfully changed behavior by adding value to the visits. This, in turn, created a better work environment for the staff by ensuring that tourists stayed in designated areas.

---

## A DEEP-DIVE INTO THE PROCESS

### **Unfolding the problem and scooping the project**

We invited department heads to a workshop session at City Hall to ensure a comprehensive understanding of the problem space. I facilitated the workshop, where we collectively explored the original problem and allowed each participant to address their pain points. This exercise promoted a shared understanding and commitment to the project.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F7cc9dfeb-7fbd-43a9-9bc5-c9cee125c697.jpg?alt=media&token=48fe8881-080b-447d-bd01-3437d8ac19ac","id":"7cc9dfeb-7fbd-43a9-9bc5-c9cee125c697","width":4032,"height":3024,"filename":"IMG_5012.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F875533fe-a52a-41e6-9027-3bf89976e456.jpg?alt=media&token=208c0c89-7b67-4af2-a8f8-0a139a1b4f79","id":"875533fe-a52a-41e6-9027-3bf89976e456","width":3024,"height":4032,"filename":"IMG_5013.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Faf35c079-584b-44a4-97e0-3c3518bf81dc.jpg?alt=media&token=6e780d81-c233-481d-b3bf-3ea1ed22e4b2","id":"af35c079-584b-44a4-97e0-3c3518bf81dc","width":4032,"height":3024,"filename":"IMG_5014.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Fb848f5ae-3400-4efc-ab00-071a37f73890.jpg?alt=media&token=75070814-e399-4bf3-8f53-cfbe651b008b","id":"b848f5ae-3400-4efc-ab00-071a37f73890","width":4032,"height":3024,"filename":"IMG_5028.JPG","type":"image/jpeg","caption":"","border":false}]}
```

It became apparent that the current behavior of the tourists had several negative consequences, so I forced them to prioritize in order to narrow down the scope of the project. The exercises served as stakeholder management activities, requiring participation in dialogues with other department heads and decision-making.

> *"Tourists are everywhere in the Town Hall and can be a nuisance to the people who work at the Town Hall. There is a lack of support and an understandable framework for the desired behavior.”*

The stakeholders unanimously agreed on the project's scope. They suggested a quick fix of placing restriction signs everywhere. However, we opted to postpone proposing solutions until we gained a better understanding of the causal structures behind the undesired behavior. While the stakeholders agreed on the problem and scope, they were unable to explain its cause, necessitating further investigation.

### **The undesired behavior is a symptom, not the problem.**

To understand the situation in detail, we interviewed staff members from different departments who directly interacted with tourists. We also observed tourists arriving at City Hall, strolling around, and interacting with the space and staff.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Fc7d074db-5b5a-4611-b984-b2a54b02c0ae.jpg?alt=media&token=e194ba3f-0d88-4e88-907f-3dffaa7afc06","id":"c7d074db-5b5a-4611-b984-b2a54b02c0ae","width":4032,"height":3024,"filename":"IMG_5180.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F42cb1860-2dd7-4e0f-b2fb-05727eeb81fb.jpg?alt=media&token=1e6f1b53-99c8-48ec-8f67-78a1d1a9d3bb","id":"42cb1860-2dd7-4e0f-b2fb-05727eeb81fb","width":3024,"height":4032,"filename":"IMG_5171.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Ff1e2d52c-5ccd-4284-bd56-a0b16f577e63.jpg?alt=media&token=3ff06287-8bce-4a74-ada0-d4634fa786fe","id":"f1e2d52c-5ccd-4284-bd56-a0b16f577e63","width":3024,"height":4032,"filename":"IMG_5173.JPG","type":"image/jpeg","caption":"","border":false}]}
```

Based on observations and interviews, we have identified findings that reveal the causal structures behind the described and observed behavior. It is evident that the staff members themselves, rather than the absence of restrictions or uninformed tourists, were responsible for the undesired behavior. The departments were misaligned and inadvertently worked in opposition to each other. Our objective was to show the staff members that the undesired behavior was not the problem in itself, but rather a symptom of their own behavior.

We displayed our findings on the wall in the war room and shared them with the staff. The wall served as a storytelling tool, showcasing images, drawings, and quotes. It allowed us to invite participation without verbal communication. If we had used Miro, for instance, there would have been limited interaction and engagement with questions and thoughts.

Findings from the wall were condensed down to the following statements:

* Tourists are often uncertain about the building they are in and its dual function as a workplace.

* Tourists desire to explore and experience various options, yet they lack a comprehensive overview.

* Tourists receive ambiguous information regarding their potential experiences. They are informed that the building is accessible to them and they are permitted to explore any area with open doors.

* Tourists are informed that they *“have access to the entire house”*. However, due to the lack of directions or guidance, they often get lost and unintentionally disrupt the people working there.

* Tourists are confused about the signage which actually leads them to the undesired areas of city hall

* Tourists don’t have any time. It’s out of the bus and into the bus. They have a tight schedule and low attention span

### **Ideation with staff members**

Having a mutual understanding of the problem and its underlying causes, we should now concentrate on finding a suitable solution. We believed it would be beneficial for the project and team morale to engage the staff in the solution-finding process. We sensed that, despite being unintentionally responsible for the problem, they were genuinely eager to contribute to the solution. This approach proved to be wise. We not only received numerous valuable ideas from them but also received significant assistance in rapidly prototyping artifacts for the tests.

Based on our findings formulated an actionable "How might we" question. This would provide a direction and create an opportunity for generating multiple ideas. Our goal was to generate several ideas for us to select from.

> *How might we give the visitors a good start and a 'sense of purpose' with their visit to the Town Hall and ensure that the tourists move to the "right" places, without breaking with the building's open DNA.*

In addition to establishing the direction, our aim was to inspire imagination. It's important to note that none of the staff members had prior experience with this process. To ignite imagination, I created a presentation on the wall, showcasing inspirational examples. Jan Gehl, whom I consider the UX’er of Architecture, has always been a source of inspiration for me. At the time, I was reading one of his books and became fascinated by the concept of inviting users in order to change habits. This goes hand-in-hand with [Charles Duhigg- the author of The Power Of Habits](https://charlesduhigg.com/the-power-of-habit/). In his book, the author states that habits can only be changed by replacing them with new ones. In my presentation, I emphasized the idea that to change behavior, you must actively encourage people to engage in a new behavior.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Fbb0d2fb7-21ad-472f-9321-ba7fcdf30ab1.jpg?alt=media&token=95311531-3bbc-4ae8-8da2-3fa6e13ba5e5","id":"bb0d2fb7-21ad-472f-9321-ba7fcdf30ab1","width":1280,"height":720,"filename":"cykelsti.jpeg","type":"image/jpeg","caption":"Photo by Christian Rantorp.","border":false}]}
```

We held two ideation workshops where we generated multiple concepts. These concepts ranged from simple analog solutions to more complex digital ones. I then presented these ideas to the stakeholders and, together with them, we voted on which concepts to test.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2Fa643ff60-1759-4b3b-a45b-bce375699dbc.jpg?alt=media&token=50d21a0b-c0af-4cfe-9d7a-501ee09a20de","id":"a643ff60-1759-4b3b-a45b-bce375699dbc","width":4032,"height":3024,"filename":"IMG_5196.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F58c16e32-f84f-4ec8-b6d1-b0059d1a9493.jpg?alt=media&token=65366a7a-7bbb-46a2-bb06-fbcd7d75f51d","id":"58c16e32-f84f-4ec8-b6d1-b0059d1a9493","width":3024,"height":4032,"filename":"IMG_5200.JPG","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F61c1c767-ffe9-4800-83ab-c4a3f3f65c9a.jpg?alt=media&token=60146dd3-ce7d-4a7f-b0c9-55446e202ad4","id":"61c1c767-ffe9-4800-83ab-c4a3f3f65c9a","width":3024,"height":4032,"filename":"IMG_5201.JPG","type":"image/jpeg","caption":"","border":false}]}
```

The voting led to a non-digital concept which was my preferred choice. The concept was an easy and simple way of testing if we could create a desired behavior without restricting tourists. It could easily be upgraded to a digital experience in the future.

I could sense there was a push towards a digital concept, but I insisted on keeping it simple for various reasons. Firstly, we observed that tourists arrived and departed swiftly without any inclination or intention to exert effort. The entry-level for the solution should be extremely low. There is no time to log onto Wi-Fi, and who would want to download an app for such a brief period? They even had a digital stand located at the entrance but observations informed us it was never in use for several reasons. Secondly, due to time constraints, let's test a simple and low-fidelity concept that can fulfill the task. If it proves effective, we can consider upgrading it later.

The concept included several parts.

1. A stand to capture their attention from the beginning and provide them with a limited number of brief and straightforward experiences.

2. Upgrade signage to provide essential information at a glance. Clearly indicate the location and available experiences. Including Danish, English, and Chinese languages.

3. Invite them to a brief, self-guided tour that will keep them within the desired areas.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F51782fae-aa27-4201-bfde-905dbcb39601.png?alt=media&token=ffa10852-da87-4663-8cd4-605a7c775258","id":"51782fae-aa27-4201-bfde-905dbcb39601","width":4292,"height":2680,"filename":"Skærmbillede 2023-08-29 kl. 16.08.42.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FGtaL1OlJhHha8Q3mMeCb%2F0f43ba52-15c4-4c7f-8cc7-8e0dd81630ca.jpg?alt=media&token=0eac7ac1-1181-4964-a09c-11371d480f5d","id":"0f43ba52-15c4-4c7f-8cc7-8e0dd81630ca","width":4032,"height":3024,"filename":"IMG_5387.JPG","type":"image/jpeg","caption":"","border":false}]}
```

### **Small interventions can have a huge impact**

We rapidly created all the artifacts through rapid prototyping and tested them throughout the day. We observed tourists at City Hall from their arrival to departure and conducted interviews with some of them afterward.

Our observations revealed that upon arrival, tourists immediately sought information and appeared to be well-informed about their options. While not all of them chose the self-guided tour, many did. The majority had a successful tour, although some deviated from the designated route. Interviews indicated that the route was difficult to follow and the map lacked details. This feedback was valuable and easily addressable. Additionally, tourists were aware that they were at City Hall and felt they had a good overview of the available experiences. Despite it being only one day, it was evident that our small interventions made a significant difference for both visiting tourists and the staff at City Hall.

**Learnings**

* Don't jump to solutions without fully understanding the problem and its underlying causal structures.

* Invite users and staff to participate in the process if you sense their willingness. If you perceive their energy and motivation to participate, ask them to engage in a manner that you find comfortable.

* Although the tested solution isn’t digital, Design Thinking and its methods are highly effective.

* A skilled UX designer is similar to a detective who investigates and can navigate between details and a holistic perspective.

* There is a tendency to prioritize digital solutions without fully understanding the context. The prevailing belief is that digital solutions are superior and the focus is on selecting the appropriate technology. However, I strongly disagree with this argument.

---

**My role**

UX Designer / Service designer

**My tasks**

* Conduct observations

* Conduct interviews with staff members from various departments

* Facilitating workshops for relevant stakeholders

* Exploring different concept directions

* Presentations for stakeholders and C-level

* Designing the crowd control concept

* Prototyping artefacts

* Planning and facilitating user tests

**Team**

1 X Account Manager

1 x Project Manager

1 x Service DEsigner UX Designer (Me)

1 x Designer

Crowd control

### **The struggle is real**

Danish foundations are struggling to sustain themselves due to heavy workloads, outdated processes, new GDPR rules, and rising costs. This has led to foundation closures and a decline in donations in Denmark. Our objective is to reverse this trend and restore the importance of working for and being involved in foundations.

### **At Grant Compass, we set out to rethink the way foundations work.**

After securing funding by the end of 2020, our objective was to enhance the initial crude prototype into a comprehensive and delightful platform that encompassed all foundation functions, including administrative tasks, board member duties, and asset management activities traditionally handled by banks. This endeavor aimed to provide an affordable digital solution that consolidated these functions into a single platform, which had not been achieved previously. In mid-2021, we launched the new platform, providing foundations with a centralized access point for all their foundation-related needs.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fa4TfCzJi1BBPoLGLuHtK%2Fd6aaf354-d13f-4104-b827-b2368ab0421d.png?alt=media&token=e219d852-ece7-4816-9a25-fdbfb35fabe5","id":"d6aaf354-d13f-4104-b827-b2368ab0421d","width":2560,"height":1920,"filename":"Group 24.png","type":"image/png","caption":"Application list","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fa4TfCzJi1BBPoLGLuHtK%2Fb6332845-969a-4f01-87a3-f13ffd1f22e7.png?alt=media&token=474e7a40-b55c-4bc5-9940-4395e12f4a98","id":"b6332845-969a-4f01-87a3-f13ffd1f22e7","width":2560,"height":1920,"filename":"Group 25.png","type":"image/png","caption":"Application details","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fa4TfCzJi1BBPoLGLuHtK%2F2b01c8af-5d0f-4d01-be26-3e54a995d61d.png?alt=media&token=cf7cd1de-1395-4aab-8db1-494bb13e8473","id":"2b01c8af-5d0f-4d01-be26-3e54a995d61d","width":2560,"height":1920,"filename":"Group 26.png","type":"image/png","caption":"Facilitate payouts","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fa4TfCzJi1BBPoLGLuHtK%2F7e5287dc-57af-4c39-a1a7-e54fe225fb42.png?alt=media&token=b623d359-d4bc-4201-923d-878b30abc346","id":"7e5287dc-57af-4c39-a1a7-e54fe225fb42","width":2560,"height":1920,"filename":"Group 27.png","type":"image/png","caption":"Pay bills, expenses and boardmember fees","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fa4TfCzJi1BBPoLGLuHtK%2Fea08a4b4-2575-43bf-b46b-01f9f0fd6958.png?alt=media&token=ced5723c-d1f6-45f8-bf25-d73bb2524e8b","id":"ea08a4b4-2575-43bf-b46b-01f9f0fd6958","width":2560,"height":1920,"filename":"Group 28.png","type":"image/png","caption":"Facilitate digital signatures from multiple users","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fa4TfCzJi1BBPoLGLuHtK%2F2e86d093-1ef0-4963-9670-4ceae7be6a9c.png?alt=media&token=90351e17-19ab-43c7-a492-13b6787bb47a","id":"2e86d093-1ef0-4963-9670-4ceae7be6a9c","width":1920,"height":1548,"filename":"udvikling.png","type":"image/png","caption":"Early design mockup  / Finalcial performance dashboard","border":false}]}
```

### **Revolutionizing the foundation industry.**

The digitization of work aims to improve user experience, transitioning from utility to delight for administrators and board members alike. Working for a traditional, conservative foundation can be overwhelming and tiring. Customers who use Grant Compass feel more productive, and employees have regained appreciation for their work.

### **What the customers are saying (in Danish)**

> *Grant Compass sætter helt nye standarder for digital administration af fonde. Det er den bedste løsning på markedet, både når det gælder brugervenlighed og inkorporering af GDPR-hensyn.*
>
> **Johan Weihe** / Partner / Bech-Bruun

> *Nyreforeningen har et lille sekretariat, og der ligger et stort administrativt arbejde bag vores forskningsfond. Jeg vil anslå, at vi har sparet 1,5-2 arbejdsdage, efter vi har implementeret Grant Compass, og det er endda bare på de mest basale administrative opgaver. Nu klarer vi dem på 4-5 minutter.*
>
> **Michael Buksti** / Direktør / Nyreforeningen

> *Selv for mindre fonde er digital ansøgningshåndtering et godt redskab. Det gør fondsarbejdet mere agilt, og generationsskifte vil være nemmere. Derfor har vi valgt at implementere Grant Compass.*
>
> **Iben Lindhardt** / Forkvinde / Albani Fonden

[Read more statements from satisfied customers (in Danish)](https://grantcompass.com/viden/kundeudtalelser)

Grant Compass

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fnt5fja8vL9KVh8ztwstg%2Ff1a582d2-2000-4fa5-862f-48a455491d8f.png?alt=media&token=7262b686-cb9e-40b8-bf66-76aefc638147","id":"f1a582d2-2000-4fa5-862f-48a455491d8f","width":990,"height":668,"filename":"Skærmbillede 2023-08-31 kl. 15.05.22.png","type":"image/png","caption":"Smart Ticket sold out - once again","border":false}]}
```

### **Roskilde Festival asked us to design an inclusive ticket concept.**

This concept allows young people and students from low-income backgrounds to attend the festival. The majority of Roskilde attendees are young people and students under 23 with low incomes. The regular full ticket price exceeds 2400 kr., making it challenging for them to afford

### **Straightforward, automated with a social component**

Our solution was Smart Ticket where you get the option to pay for your partout ticket in instalments over the year. We've developed a digital experience that features a straightforward onboarding process, effectively communicating the concept and benefits. To cater to our target audience's short attention span, we've integrated Mobile Pay for convenient and automated transactions.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fnt5fja8vL9KVh8ztwstg%2F5d2fa1c8-a08a-4a7d-9e5e-8d2076a6de6a.jpg?alt=media&token=5c714b03-ce8f-4af3-91ba-eb9146083aa0","id":"5d2fa1c8-a08a-4a7d-9e5e-8d2076a6de6a","width":4032,"height":3024,"filename":"IMG_5514.JPG","type":"image/jpeg","caption":"Discovery phase","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fnt5fja8vL9KVh8ztwstg%2F7bb53afe-c9a7-41af-98ec-6824fb681292.jpg?alt=media&token=9e9d2c08-0641-49e5-b9e0-b567d3512fbc","id":"7bb53afe-c9a7-41af-98ec-6824fb681292","width":11165,"height":4956,"filename":"Exploration_SketchedFlow_v1_1.jpg","type":"image/jpeg","caption":"Exploration sketches","border":false}]}
```

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2Fnt5fja8vL9KVh8ztwstg%2Fca7c292b-87b1-4783-9d5e-65d3ade20be8.png?alt=media&token=23fc5327-3ec1-4261-b0f5-bec6fa64ea06","id":"ca7c292b-87b1-4783-9d5e-65d3ade20be8","width":4080,"height":1428,"filename":"Skærmbillede 2023-08-31 kl. 15.12.23.png","type":"image/png","caption":"Rapid flow protoyping ","border":false}]}
```

Interviews and tests have shown that the idea of ticket rates is highly valued, but the social aspect is even more important. After all, who wants to secure a ticket if none of their friends are going? We understand that our festival is not only competing with other festivals but also with summer vacations spent with friends in general. Therefore, we have added a social component to the flow, allowing users to share and inform all their friends about Smart Ticket

### **Sold out in no time**

The Smart Ticket has been hugely popular and not long after the Smart Ticket was launched the festival announced that Smart Ticket was sold out. As far as we know it has been sold out every year since.

For more about the project and process just reach out

---

**My role**

Research / Concept Development / UX

**My tasks**

* Facilitating workshops

* Exploring different concept directions

* Presentations for stakeholders

* Wireframing and rapid prototyping

* Planning and facilitating user tests

**Team**

* 1 x Project Manager

* 1 x UX Designer (Me)

* 1 x UI Designer

###

Smart Ticket

### **Background**

It took around five years to co-develop a convincing site-specific project involving The Yes Men at Roskilde Festival. After exploring various concepts, we finally decided on a project featuring Edward Snowden giving a talk on privacy via satellite from Moscow. Since the topic can be complex, we devised a secret side project to assist festival-goers in better understanding privacy.

### **Challenge**

How can you encourage intoxicated, ecstatic festival-goers to contemplate challenging issues like mass surveillance at a music festival?

### **Solution**

Together with Edward Snowden and The Yes Men, we devised a hoax with the sole intent of provoking the festival-goers personally, hoping for a reflection and reaction.  Only a handful of people knew about this secret hoax so in case of a shitstorm we made a on how to navigate it and how to harness the build up anger.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F1156ab36-a89b-455d-a42f-1ee1d87d324b.png?alt=media&token=12ef9440-fa9f-4b2b-b9f3-184ccfadd2f4","id":"1156ab36-a89b-455d-a42f-1ee1d87d324b","width":2542,"height":1314,"filename":"Skærmbillede 2023-08-15 kl. 16.46.39.png","type":"image/png","caption":"Taken from the movie","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F5b7a3f64-4673-4f49-89fd-828943ee4270.jpg?alt=media&token=ff0ec79a-ccb1-495b-820c-b23b84c920ea","id":"5b7a3f64-4673-4f49-89fd-828943ee4270","width":832,"height":468,"filename":"roskildedatapolicy_1038987a.jpg","type":"image/jpeg","caption":"From The Yes Men website","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2Fb51c6884-00a5-4409-b05b-9771a5363d5b.jpg?alt=media&token=e2ec38ed-7350-4d00-a743-d9eebc49507c","id":"b51c6884-00a5-4409-b05b-9771a5363d5b","width":1562,"height":1562,"filename":"IMG_1534.JPG","type":"image/jpeg","caption":"Photo by Daniel Toke Hansen","border":false}]}
```

With only five simple, yet thought-provoking signs strategically placed around the camping site, we were successful in prompting festival-goers to reflect on privacy at a personal level. This led to various reactions at the festival as well as in the media outside of it.

### **Outcome**

In the end there was a tremendous interest in the Edward Snowden talk. It was both serious and "hyggelig" (cozy) at the same time. This demonstrates that even when you're at a festival enjoying yourself, you can still contemplate important issues.

* Between 5,000 and 10,000 people attended the Edward Snowden talk.

* We deliberately created a social media shitstorm, with agitated individuals inside and outside the festival grounds expressing concerns about privacy.

* The most agitated individuals were invited to participate in the hoax and had the opportunity to ask Edward Snowden a question.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F95f29156-a6fb-41b2-a5ec-bdb31d8b9c46.jpg?alt=media&token=c9417a6a-d50d-49c6-b0e8-1158d17ff69a","id":"95f29156-a6fb-41b2-a5ec-bdb31d8b9c46","width":6000,"height":4000,"filename":"Edward Snowden - Rising City 280616 - fotos af Kim Matthai Leland 08.jpeg","type":"image/jpeg","caption":"Photo by Kim Matthai Leland","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F630ece66-abe7-4ed8-b4c9-58db05c41bab.jpg?alt=media&token=3846a789-ac7f-4894-819d-4c5accf718e6","id":"630ece66-abe7-4ed8-b4c9-58db05c41bab","width":1280,"height":960,"filename":"IMG_1245.JPG","type":"image/jpeg","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F65023d34-f189-47f3-b1f3-d254e5b843d6.jpg?alt=media&token=75c984bb-7e4d-4ace-9caa-4e9cc920f743","id":"65023d34-f189-47f3-b1f3-d254e5b843d6","width":6000,"height":4000,"filename":"Edward Snowden - Rising City 280616 - fotos af Kim Matthai Leland 06.jpeg","type":"image/jpeg","caption":"Photo by Kim Matthai Leland","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F25291ac7-06ec-4df3-8e9b-7526cdfef45d.jpg?alt=media&token=dcc29748-1009-438f-9b67-946cd68ef117","id":"25291ac7-06ec-4df3-8e9b-7526cdfef45d","width":4809,"height":3206,"filename":"Edward Snowden - Rising City 280616 - fotos af Kim Matthai Leland 02.jpeg","type":"image/jpeg","caption":"Photo by Kim Matthai Leland","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2F2933469f-4c0f-4de1-a63c-cc4f52e3283f.jpg?alt=media&token=88e2f3c5-bb32-4e24-a2f0-d122f337c845","id":"2933469f-4c0f-4de1-a63c-cc4f52e3283f","width":4896,"height":3264,"filename":"Edward Snowden - Rising City 280616 - fotos af Kim Matthai Leland 09.jpeg","type":"image/jpeg","caption":"Photo by Kim Matthai Leland","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FisCUAojLTzfz5F5Amq6KXF1jhzm2%2FpvOrniCrIJVk1wYJisFB%2Fcf1b97dd-ecb5-4f2b-8004-d8e5a438a696.jpg?alt=media&token=c717a67f-5e5b-4bb5-9417-b07bb112f6cf","id":"cf1b97dd-ecb5-4f2b-8004-d8e5a438a696","width":4080,"height":2720,"filename":"Edward Snowden.jpeg","type":"image/jpeg","caption":"Photo by Kim Matthai Leland","border":true}]}
```

After the festival The Yes Men produced a video about the project

```cv
youtube
{"url":"https://www.youtube.com/watch?v=wCB-H7lg6i8","width":200,"height":113,"thumbnail":"https://i.ytimg.com/vi/wCB-H7lg6i8/hqdefault.jpg"}
```

### **My role**

* Curator

* Project Manager

* Producer

### **Tasks**

* Make initial contact and create a relationship
* Co-develop a site-specific concept that will feel trustworthy in a danish context
* Negotiate budget and contract
* Manage both the artist and and the Roskilde Festival organisation
* Ensure that all aspects of the project, including transportation, accommodations, visits to the Orange Stage, communication, and production, etc., were thoroughly planned.
* On-site producer and general problem solver.

### **Press**

**[Berlingske Tidende](https://www.berlingske.dk/kultur/edward-snowden-aendrer-holdninger-paa-roskilde-festival-maaske-er-der-alligevel-noge)**\
Edward Snowden ændrer holdninger på Roskilde Festival: »Måske er der alligevel noget, jeg gerne vil have for mig selv

> *"Jeg så skiltene om, at Roskilde Festival ville tiltvinge sig adgang til indholdet af vores SMS-beskeder og blev pissed"*

**[Politiken](https://politiken.dk/kultur/musik/roskildefestival/art5627656/Pludselig-tr%C3%A5dte-Edward-Snowden-ind-p%C3%A5-scenen-eller-gjorde-han)**\
Pludselig trådte Edward Snowden ind på scenen - eller gjorde han?

> *"»Byd velkommen til den mest eftersøgte mand: Edward Snowden«, lød det."*

**[Information](https://www.information.dk/2016/06/gange-maa-bryde-loven-fremskridtets-skyld)**\
Nogle gange må man bryde loven for fremskridtets skyld

> *"Det blev hurtigt afsløret som en happening af den slags, som har gjort The Yes Men verdensberømte, men ikke før festivalen var blevet kastet ud i et regulært stormvejr på de sociale medier."*

**[DR Nyheder](https://www.dr.dk/nyheder/kultur/roskilde/nyheder/jesper-talte-med-edward-snowden-paa-roskilde-jeg-ryster-stadig-lidt)**\
Jesper Talte med Edward Snowden

> "Så vi startede en debat nede i campen om, hvorvidt det var okay eller ej. Vi går i forvejen meget op i det her, så min kammerat startede en tråd på Facebook, der startede en shitstorm af en anden verden, fortæller Jesper Bjørn."

**[Kunsten.nu](https://kunsten.nu/journal/naar-politisk-kunst-goer-lille-forskel-the-yes-paa-roskilde-festival/)**\
Når politisk kunst gør en lille forskel - The Yes Men på Roskilde Festival

> *"Det vellykkede i dette værk bestod i, at individer, folkemængden og medierne på forskellige måder blev engageret i spørgsmålet om overvågning."*

**[Soundvenue](https://soundvenue.com/tech/2016/06/roskildes-ekstreme-overvaagning-var-et-bluffnummer-det-siger-fake-snowden-selv-207208)**\
Roskildes ekstreme overvågning var et bluffnummer det siger fake Snowden selv

> *"Stuntet har medført en lang række vredesudbrud på Roskildes sociale kanaler og på Twitter – med god grund. Og det er netop det, Roskilde Festival ønsker at sætte fokus på ..."*

**[Interview (In danish only)](https://roskildefestivalgruppen.dk/media/1085/rf_a-rsskrift_2016.pdf)** \
Roskilde Festival årsskrift 2016 --> page 14

Edward Snowden & The Yes Men

UX and Product Designer

CERTIFIED ROSKILDE FESTIVAL LEADER

How can Design Thinking help prevent tourists from intruding on meetings and offices at a popular tourist attraction and public workplace located in the heart of Copenhagen?

How we set out to revolutionize the Foundation Industry

How can we encourage ordinary people to reflect on the everyday algorithms that may impact their lives?

Chelsea Manning

How might we get festival goers to think about difficult issues such as privacy...

I have curated a various amount of projects ranging from talks to social interventions, installations to street art among others. Below is a list of some of the projects I have curated:

- Edward Snowden & The Yes Men 
- Chelsea Manning 
- Micah White 
- Stephen Powers aka ESPO
- Charlie Todd aka Improv Everywhere 
- Corpus / The Royal Danish Theatre
- Zetland

And many more like / Ben Flynn aka Eine, AVPD, Umschichten / Basurama / Raumlabor / V1 Gallery / DS16 / Marcos Zotes / Maser / and many more

Curator

I managed a variety of projects (art, performance and organisations/NGO's)

Project Manager

User Experience Designer

Paternity  leave

Hello Great Works, now known as NoA Ignite, was a renowned strategic design agency in Copenhagen.
During my time there, I primarily focused on UX and product design for web and app projects. Additionally, I was involved in digital transformation projects and facilitated/participated in product development sprints for clients in the finance and entertainment industries.

Experience Designer

Design Lead at Gjensidige.dk\
We aim to create a new Danish commercial platform that serves Gjensidige's growing business customers.

Senior UX Designer

Experience & Service Designer

Grant Compass integrates all tools and workflows into a unified web platform, enhancing the speed, quality, and manageability of foundation work. I contributed to product design, UX, and research, as well as lead on multiple design projects.

During my time there, we revolutionized the industry by developing a web platform that streamlined the foundation's operations. This platform integrated administrative tasks, board member activities, and asset management into a unified platform.

The majority of the company was laid off in April.

Product Designer

Roskilde Festival is the largest music, art, and activism festival in Northern Europe, with approximately 130,000 attendees. I was responsible for leading and managing the Art & Activism Department, ensuring a comprehensive program for 2020.

During my time there, I assisted in donating approximately 30 million kroner to social and cultural projects. I expanded the team by adding three curators and played a key role in securing internationally renowned artists. Additionally, I contributed to the development of a new cross-disciplinary platform.

The duration was one year, serving as maternity cover.

Danieltoke

2023