Designing Around Storytelling - Digital Pond, London 06 Feb 2014
Working better with clients - Digital Pond - Feb 2014
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Transcript of Working better with clients - Digital Pond - Feb 2014
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HELLO.I’m Matt @duckymatt
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CLIENTS
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CLIENTSWORKING WITH
BETTER
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UX?SO, HOW DOES THAT RELATE TO
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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.
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http://www.sharpsuits.net/
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http://www.sharpsuits.net/
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BE RESPONSIBLE FOR YOURSELF AND YOUR WORK
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I CLIENT WORK
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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/ 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
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THREE KEY FACETS
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EMPATHY
TRUST
COMMUNICATION
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EMPATHY
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PUT YOURSELF IN YOUR CLIENT’S SHOES THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
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CLIENTS WANT TO BE GUIDEDCLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIP.
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ONE ON ONE INTERVIEWShttp://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
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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/ http://boagworld.com/business-strategy/how-to-improve-your-site-using-stakeholder-interviews/
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AGREE ON PROJECT GOALS
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
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GIVE UPDATESEVEN IF THERE ISN’T MUCH TO REPORT
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BE RELIABLEDELIVER WHEN YOU SAY YOU WILL
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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 unconscious… !
…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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TRANSPARENCYINVOLVE YOUR CLIENT
THROUGHOUT THE DESIGN PROCESS
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TAKE THE CLIENT ON THE JOURNEY WITH YOU
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SURPRISES SUCK
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WORKSHOPS ARE A DESIGNER’S BEST FRIEND
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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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TOO MUCH RESPECT
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BEING THE NO GUY, DAVE
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FIND BALANCEBE PATIENT AND TALK TO
YOUR CLIENT AS AN EQUAL
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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 PROBLEMGET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS.
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STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
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COMMUNICATION
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FORK HANDLES OR FOUR CANDLES?ACTIVELY AVOID MISINTERPRETATION
http://www.youtube.com/watch?v=Cz2-ukrd2VQ
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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/
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PRESENT DESIGNS, DON’T JUST EMAIL THEM
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RWD
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“WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACK
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DESIGN FEEDBACK CHINESE WHISPERS
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KEEP DESIGN CRITIQUES GOAL ORIENTED
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SKETCH
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PROTOTYPE
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TEST
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BE PREPARED TO BACK UP YOUR ARGUMENTS
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EMPATHY
TRUST
COMMUNICATION
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SO NEXT TIME
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THINK: 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
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MORE OFTEN…
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LEARN
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AND DO BETTER
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THANK YOU@duckymatt #UXPOND