Working with Clients Better - Untangle the Web - 24 September 2014
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Transcript of Working with Clients Better - Untangle the Web - 24 September 2014
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CLIENTSImage credit: Shamley Productions (Psycho, 1960)
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HELLO.I’m Matt @duckymatt Untangle The Web
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CLIENTSWORKING WITH
BETTERImage credit: Carolco Pictures, Pacific Western, Lightstorm Entertainment, Canal+ and T2 Productions (Terminator 2, 1991)
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UX?SO, HOW DOES THAT RELATE
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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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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/ YOU SHOULD BUY HIS BOOK: http://www.abookapart.com/products/design-is-a-job
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I CLIENT WORK
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Image credit:Chartoff-Winkler Productions and United Artists (Rocky, 1976)
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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:Paramount Pictures (Top Gun, 1986)
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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 THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
Image credit:Cinema Group Ventures and Paramount Pictures (Trading Places, 1983)
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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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Image credit:Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999)
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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/
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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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AGREE ON PROJECT GOALShttp://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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GIVE UPDATESEVEN IF THERE ISN’T MUCH TO REPORT
Image credit:Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964)
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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 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
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 SUCK
Image credit:Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980)
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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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RESPECTImage credit:Paramount Pictures, Alfran Productions (The Godfather, 1972)
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SORRY DAVEImage 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:Warner Bros. (The Big Sleep, 1946)
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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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People will forget what you said. People will forget what you did. But people will never forget how you made them feel.
MAYA ANGELOU
Photo credit: York College ISLGP http://commons.wikimedia.org/wiki/File:Maya_Angelou_visits_YCP!_2413.jpg
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COMMUNICATION
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ACTIVELY AVOID MISINTERPRETATION
FORK HANDLES OR FOUR CANDLES?
Image credit: BBC. (The Tow 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 CHINESE WHISPERS
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/ BUY HIS BOOK, ALREADY, DAMNIT: http://www.abookapart.com/products/design-is-a-job
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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SKETCHImage credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997)
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PROTOTYPEImage credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008)
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STYLE TILEShttp://styletil.es/
3
Image credit: Sandollar Productions and Touchstone Pictures (Father of the Bride, 1991)
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PROTOTYPEPATTERN LIBRARIEShttp://boagworld.com/design/pattern-library/
3
Image credit: Universal Pictures and Alphaville Films (The Mummy, 1999)
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TESTImage 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
Image credit: Lucasfilm (Star Wars: Episode I, 1999)
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AND DO BETTERImage credit: Warner Bros, Village Roadshow Pictures, A&E Television, Bazmark and Red Wagon Entertainment (The Great Gatsby, 2013)
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THANK YOU@duckymatt Untangle The Web
Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011)