Designing the Client Experience (Matt Gibson)
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Transcript of Designing the Client Experience (Matt Gibson)
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HELLO. I’m Matt @duckymatt #FOWD
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CLIENTS
Image credit: Hughes Entertainment, Twentieth Century Fox (Home Alone, 1990)
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CLIENTSWORKING WITH
BETTERImage credit: Paramount Pictures (Top Gun, 1986)
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Image credit: Columbia Pictures (Groundhog Day, 1993)
I’VE BEEN HERE BEFORETHING IS,
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FOWD?SO, HOW DOES THAT RELATE TO
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CLIENTBLAMINGREASON #1
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Spent days putting this awesome design together and just got client feedback. Looks like I'll be spending the next few days ruining it!!
Gah. Working w/ a client who doesn't get this. Making my head explode. They don't care about UX.
When you push forward a client design request that you both know is a terrible idea.
Image credit: Talkback Thames and Channel 4 TV (The IT Crowd, 2006)
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Image credit: Capella International, Eric’s Boy, KC Medien, Moving Pictures and New Line Cinema (Austin Powers, 1997)
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http://www.sharpsuits.net/
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http://www.sharpsuits.net/
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CAN YOU MAKE IT SO
PLAYS EVERY TIME SOMEONE RECEIVES AN EMAIL FROM US?
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BE RESPONSIBLE FOR YOURSELF AND YOUR WORK
Image credit: Universal Pictures (Frankenstein, 1931)
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How much of the shit we complain about all day has our fingerprints all over it?
MIKE MONTEIRO
Photo credit: Amber Gregory: https://www.flickr.com/photos/fontshop/7091584773/ Check Out: http://www.abookapart.com/products/design-is-a-job
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THE ‘R’ WORD REASON #2
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You don't get to decide which device people use to access your website.
KAREN MCGRANE
Source: http://alistapart.com/article/your-content-now-mobile
Photo credit: Eirik Helland Urke: http://www.flickr.com/photos/webdagene/6149954950/
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THE WEB DOESN’T HAVE A FIXED WIDTH
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WE’VE HAD TO ADAPT TO THESE CHALLENGES
Image credit: Paramount Pictures (Airplane!, 1980)
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I CLIENT WORKREASON #3
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Image credit: Chartoff-Winkler Productions and United Artists (Rocky, 1976)
CLIENT WORK IS REWARDING
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BUT IT CAN ALSO BE CHALLENGING
Image credit: Bold Films, Blumhouse and Right of Way (Whiplash, 2014)
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The design process is weird and complicated because it involves people…
…who are weird and complicated.
MARK BOULTON
Photo credit: Anton Peck: http://www.flickr.com/photos/26545827@N00/5691825327/ Source: http://bradfrostweb.com/blog/post/where-theres-muck-theres-brass-mark-boulton-at-smashing-conference/
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CLIENT WORK IS ALL ABOUT RELATIONSHIPS
Image credit: Touchstone Pictures (Turner & Hooch, 1989)
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THREE KEY FACETSImage credit: L.A. Films and HBO (¡Three Amigos!, 1986)
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EMPATHY
TRUST
COMMUNICATION
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EMPATHY
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PUT YOURSELF IN YOUR CLIENT’S SHOES
Image credit: Cinema Group Ventures and Paramount Pictures (Trading Places, 1983)
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Image credit: Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999)
UMMM, YEAH…
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CLIENTS WANT TO BE GUIDEDCLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIP.Image credit: Paramount Pictures (Forrest Gump, 1994)
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SETTING AND MANAGING EXPECTATIONS
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YOU DON’T GET A SECOND CHANCE TO MAKE A GOOD FIRST IMPRESSION.
Image credit: Pixar Animation Studios & Walt Disney (Toy Story, 1995)
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Image credit: Lucasfilm Games LLC (The Secret of Monkey Island, 1990)
THE SALES PROCESS
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Image credit: TriStar Pictures & Gracie Films (Jerry Maguire, 1996)
FIND OUT WHAT THEIR BUDGET IS UP-FRONT
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VALUE BASED PRICING
Image credit: https://www.flickr.com/photos/markart/236849245/
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THE CONTRACT
Image credit: New Line Cinema, MGM & WingNut Films (The Hobbit: An Unexpected Journey, 2012) Check out Contract Killer: https://gist.github.com/malarkey/4031110
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Image credit: Walt Disney Pictures (Cool Runnings, 1993)
KICKING OFF THE PROJECT
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ONE ON ONE INTERVIEWS
Image credit: Village Roadshow Pictures, NPV Entertainment, Baltimore Pictures, Spring Creek Productions, Face Productions, Tribeca Productions (Analyse This, 1999)
http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
BEFORE ANY MEETINGS
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The turning point in many interviews is when the interviewee gets up and closes the office door and lowers their voice.
PAUL BOAG
Photo credit: Andreas Øverland: http://www.flickr.com/photos/andreasoverland/4954194732/ Source: http://boagworld.com/business-strategy/how-to-improve-your-site-using-stakeholder-interviews/
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GOALS
REALITY
OPTIONS
WAY FORWARD
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ACTIVELY LISTEN
Image credit: Hartswood Films, BBC Wales & Masterpiece (Sherlock, 2010)
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AVOID MOVING GOAL POSTS
http://dilbert.com/strips/comic/2000-11-05/
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TRUST
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INTEGRITY
RELIABILITY
TRANSPARENCY
RESPECT
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HONESTYDON’T OVER-PROMISEAND UNDER-DELIVER
Image credit: RKO Radio Pictures and Walt Disney Productions (Pinocchio, 1940)
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BE RELIABLEDELIVER WHEN YOU SAY YOU WILL
Image credit: Warner Bros, Guber-Peters Company and PolyGram Filmed Entertainment (Batman, 1989)
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This is the extraordinary thing about creativity: If you just keep your mind resting against the subject in a friendly but persistent way, sooner or later you will get a reward from your subconscious…
…If you've put in the pondering time in first.
JOHN CLEESE
John Cleese on Creativity - Watch every second of it, you won’t regret it, I guarantee it: http://www.youtube.com/watch?v=AU5x1Ea7NjQ
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GIVE UPDATESEVEN IF THERE ISN’T MUCH TO REPORT
Image credit: Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964)
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TRANSPARENCYINVOLVE YOUR CLIENT THROUGHOUT THE DESIGN PROCESS
Image credit: Universal Pictures, Amblin Entertainment, U-Drive Productions (Back to the Future, 1985)
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TAKE THE CLIENT ON THE JOURNEY WITH YOU
Image credit: MGM and Loew’s (The Wizard of Oz, 1939)
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SURPRISES SUCKImage credit: Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980)
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WORKSHOPS ARE A DESIGNER’S BEST FRIEND
Check out: http://alistapart.com/article/the-core-model-designing-inside-out-for-better-results
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EXPOSE YOUR CLIENTSTO RESEARCH DIRECTLY
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There is a direct correlation between this exposure and the improvements we see in the designs that team produces.
JARED SPOOL
Photo credit: Jeffrey Zeldman: http://www.flickr.com/photos/zeldman/8614173005/
http://www.uie.com/articles/user_exposure_hours/
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RESPECT NOT REVERENCE
Image credit: Paramount Pictures, Alfran Productions (The Godfather, 1972)
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SORRY DAVE
Image credit: MGM and Stanley Kubrick Productions (2001: A Space Odyssey, 1968)
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FIND THE PERFECT BALANCEImage credit: Paramount Pictures and Lucasfilm (The Raiders of the Lost Ark, 1981)
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Your ego is a bad designer
CHRISTOPHER BUTLER
http://www.newfangled.com/your_ego_is_a_bad_designer
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UNCOVER THE UNDERLYING PROBLEM
GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS.
Image credit: NBC Universal Television (Columbo, 1971)
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STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
Image credit: Walt Disney and Pixar Studios. (Up, 2009)
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MAYA ANGELOU
Photo credit: York College ISLGP http://commons.wikimedia.org/wiki/File:Maya_Angelou_visits_YCP!_2413.jpg
People will forget what you said. People will forget what you did. But people will never forget how you made them feel.
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Not only were we satisfied with the quality of work carried out for us, but we also really enjoyed working closely with the team in both a professional and personal capacity.
It was very dynamic and creative. I always felt they really cared about the project.
Great team to work with, everyone was enthusiastic from the first day to the final delivery.
Image credit: Broadway Video, Little Stranger, NBC Universal Television (30 Rock, 2006)
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COMMUNICATION
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ACTIVELY AVOID MISINTERPRETATION
FORK HANDLES OR FOUR CANDLES?
Image credit: BBC. (The Two Ronnies, 1976)
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When you're struggling to write a sensitive email, stop trying. Pick up the phone and call instead.
CARL SMITH
http://devianthippie.com/ Source: https://twitter.com/carlsmith/status/430505161765974017
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PRESENT DESIGNS, DON’T JUST EMAIL THEM
Image credit: Dreamworks SKG, Universal Pictures, Scott Free Productions, Mill Film, C&L, Dawliz and Red Wagon Entertainment (Gladiator, 2000)
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DESIGN FEEDBACK PASS THE MESSAGE
Image credit: Thames Television (The Sooty Show, 1968-1992)
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YOUR DESIGNS WON’T SELL THEMSELVESImage credit: Gracie Films and 20th Century Fox Television (The Simpsons, 1997)
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“WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACKImage credit: Warner Bros, Hawk Films, Peregrine and The Producer Circle Company (The Shining, 1980)
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The client didn’t hire you to make something they liked, and something they like may not be the thing that leads to their success.
MIKE MONTEIRO
Photo credit: Amber Gregory: https://www.flickr.com/photos/fontshop/7091584773/ Source: https://medium.com/@monteiro/13-ways-designers-screw-up-client-presentations-51aaee11e28c
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KEEP DESIGN CRITIQUES GOAL ORIENTED
Image credit: NASA (http://www.nasa.gov/centers/johnson/about/history/jsc40/jsc40_pg8.html)
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BE CONSISTENT IN YOUR USEOF LANGUAGE
Available on iOS or Android: http://uxcompanion.com/
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SOME OF THE WAYS WE FOSTER BETTER COMMUNICATION
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SKETCHINGImage credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997)
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PROTOTYPINGImage credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008)
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http://boagworld.com/design/pattern-library/
PATTERN LIBRARIES
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TEST, TEST, AND TEST SOME MORE
Image credit: The Ladd Company, Shaw Brothers and Warner Bros. (Blade Runner, 1982)
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EMPATHY
TRUST
COMMUNICATION
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SO NEXT TIMEImage credit: Michael White Productions, National Film Trustee Company and Monty Python Pictures (Monty Python and the Holy Grail, 1975)
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WHAT COULD YOU HAVE DONE DIFFERENTLY?
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COULD YOU HAVE DEFINED THE ROLES BETTER?
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DID YOU SET AND MANAGE THEIR EXPECTATIONS?
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DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL?
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DID YOU STRUCTURE FEEDBACK APPROPRIATELY?
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SOMETIMES…
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No matter how much you try, you can’t stop people from sticking beans up their nose.
JARED SPOOL
Source: http://www.uie.com/brainsparks/2011/07/08/beans-and-noses/Photo credit: Brandon Dilbeck (http://commons.wikimedia.org/wiki/File:JellyBellyBeans.jpg)
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MORE OFTEN…
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LEARN YOU MUST
Image credit: Lucasfilm (Star Wars: Episode I, 1999)
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AND DO BETTER
Image credit: Warner Bros, Village Roadshow Pictures, A&E Television Network, Bazmark Films, Red Wagon Entertainment and Spectrum Films (The Great Gatsby, 2013)
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THANK YOU@duckymatt
Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011)