Empower Yourself: Negotiate for the User (Carol Smith)

Empower Yourse l f : Negot ia te for the User

Presented by Carol SmithUser Focus 2012, Chevy Chase, MD

@carologic #NegotiateForUsers

Great Social Skills =

Great Experiences

Negotiation #1

What Does it Feel Like?

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•Unprepared•Concerns about process•Lack of practice•Feel Cornered

What are the Issues?

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Need Confidence

Best Alternative!

•Course of action that will be taken if: • Current negotiations fail • Agreement cannot be reached

•Not the same as the walk away point

Best Alternative to a Negotiation Agreement

BATNA

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•Better standard to measure agreements•Protects you from:

• Accepting terms too unfavorable• Rejecting terms in your interest to accept

•Permits exploration of imaginative solutions

BATNA Benefits

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Situation 1

This is Jay

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This is Laura

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They Both Want to Work Here

On Paper They Look the Same

Jay

Thinking of the future

Desired income $75,000

BATNA = Stay at current job

Wants to make more –

$72,000 would be nice

No identified BATNA

Preparation

Laura

They both get offers!

They apply for the position and…

Jay

Offered $70,000

Negotiates up

Gets $77,000

Offered $70,000

“Close enough”

Gets $70,000

Here’s the thing

Both get a raise of 3% each year

Laura

•After 5 yrs $89,264 •After 10 $103,482•After 15 $119,964

•After 5 yrs $81,121•After 10 $94,862•After 15 $109,019

As They Continue to Work

Jay Laura

•Neither needed to mention BATNA•Both negotiating with same people•Different outcomes

•Keep your goals fixed in your mind•Do not accept •Carefully consider the first offer

• Women need to ask for each other

BATNA’s Can be Silent

Situation 2

I Love my Minivan

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Dealer

Ideal Outcome

Fixed for free or cost

of labor

Make $ and Happy Customer

Me

Dealer

BATNA

Me

Get fixed somewhere else

or deal with the heat.Satisfied Customer

• Great BATNA• $975 to fix

• Asks what he can do?

• Comes back - $200 to fix!

• Weaker BATNA• BATNA = keys please

• I offer to pay a little more than labor.

• Better than my BATNA!

Negotiation

Dealer Me

Dealer

Outcome

Me

Air Conditioning!

Less money, but Satisfied

Customer

No Losers!

Compromise is Goal

•The better your BATNA, the greater your power•Judge every offer against your BATNA

•They have a strong BATNA? • Advance your respective interests

Best Alternative to a Negotiation Agreement

Make your BATNA Work

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When your BATNA is awesome…

Why you are negotiating?

How About UX?

•Potential disadvantage (PM, Devs, etc.)•Disparities in negotiation skill and comfort•Fail at negotiating on their behalf•Hurt user’s experience

•You are their advocate•Speak up!

UX is ~50% Female

•Scope of project•Resources•Methods•Recommendations•Implementation

Negotiate from the Beginning

•Who are you dealing with?•What is important to them?

• ROI, cost savings, schedule, etc.•Preferred negotiation strategies•Research to back up your position

Prepare with Research

•Not about people• Minimize emotions – be neutral

•Match culture to minimize misunderstandings• Clothing, attitude, etc.

Separate PEOPLE from the Problem

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•Make a great experience•Benefits for user and organization•Savings of time, money, resources, effort, etc.•Watch your pronouns

• We not them

Focus on Shared Interest, Not Positions

•Mutual gain within constraints

Cost

Time/Schedule

Resources/People

Level of Insights

Invent Multiple Options

•Best practices•Case studies•Web analytics•SUS Score•Develop internal measurements

Use Objective Criteria & Standards

Situation 3

Team Leader

Situation

We can’t afford not to

do UX

We don’t have time

for UX

You

Ideal Outcome

Great UX!On time,

on budget & good UX

Team Leader You

BATNA

As good UX as possible within

constraints

On time, on budget, we’ll

fix UX later

Team Leader You

•Conduct guerrilla utest•Quick study recommendations•Work ahead for next project

Consider Options – Agree on Solution

Result

BATNAIdeal

Team Leader You

•Identify and remember your BATNA •Negotiation is about compromise•Find the BEST solution for everyone•Practice

Review

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Empower Yourself: Negotiate for the User (Carol Smith)

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