0
HELLO.
I’m Matt
@duckymatt
CLIENTS
WORKING WITH

CLIENTS
BETTER
SO, HOW DOES THAT RELATE TO

UX?
Spent days putting this awesome design together
and just got client feedback. Looks like I'll be
spending the next few day...
http://www.sharpsuits.net/
http://www.sharpsuits.net/
BE RESPONSIBLE
FOR YOURSELF
AND YOUR WORK
I

CLIENT WORK
MARK BOULTON
The design process is
weird and complicated
because it involves
people…
!

…who are weird and
complicated.

P...
CLIENT WORK IS ALL
ABOUT RELATIONSHIPS
THREE KEY FACETS
EMPATHY
TRUST
COMMUNICATION
EMPATHY
PUT YOURSELF IN YOUR CLIENT’S SHOES
THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
CLIENTS WANT TO BE GUIDED
CLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIP.
ONE ON ONE
INTERVIEWS
http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
PAUL BOAG
The turning point in
many interviews is when
the interviewee gets up
and closes the office door
and lowers their ...
http://dilbert.com/strips/comic/2000-11-05/

AGREE ON PROJECT GOALS
TRUST
INTEGRITY
RELIABILITY
TRANSPARENCY
RESPECT
HONESTY
DON’T OVER-PROMISE

AND UNDER-DELIVER
GIVE UPDATES
EVEN IF THERE ISN’T
MUCH TO REPORT
BE RELIABLE
DELIVER WHEN
YOU SAY YOU WILL
This is the extraordinary thing
about creativity: If you just
keep your mind resting against
the subject in a friendly but...
TRANSPARENCY
INVOLVE YOUR CLIENT
THROUGHOUT THE DESIGN PROCESS
TAKE THE CLIENT ON THE
JOURNEY WITH YOU
SURPRISES
SUCK
WORKSHOPS
ARE A
DESIGNER’S
BEST FRIEND
EXPOSE YOUR
CLIENTS

TO RESEARCH
DIRECTLY
JARED SPOOL
There is a direct
correlation between
this exposure and the
improvements we see
in the designs that
team produ...
TOO MUCH RESPECT
BEING THE NO GUY, DAVE
FIND BALANCE
BE PATIENT AND TALK TO
YOUR CLIENT AS AN EQUAL
CHRISTOPHER BUTLER

Your ego is a
bad designer
http://www.newfangled.com/your_ego_is_a_bad_designer
UNCOVER THE
UNDERLYING
PROBLEM
GET THE CLIENT TO FOCUS ON
PROBLEMS RATHER THAN SOLUTIONS.
STAY POSITIVE

MEANS YOU CAN SAY NO
WITHOUT BEING THE ‘NO’ PERSON
COMMUNICATION
http://www.youtube.com/watch?v=Cz2-ukrd2VQ

FORK
HANDLES
OR FOUR
CANDLES?
ACTIVELY AVOID
MISINTERPRETATION
CARL SMITH
When you're struggling
to write a sensitive email,
stop trying. Pick up the
phone and call instead.

http://dev...
PRESENT DESIGNS,
DON’T JUST EMAIL THEM
RWD
“WHAT DO YOU THINK?”
IS THE ENEMY OF
CONSTRUCTIVE FEEDBACK
DESIGN FEEDBACK
CHINESE WHISPERS
KEEP DESIGN CRITIQUES
GOAL ORIENTED
SKETCH
PROTOTYPE
PATTERN LIBRARIES
PROTOTYPE
http://styletil.es/
TEST
BE PREPARED TO BACK UP
YOUR ARGUMENTS
EMPATHY
TRUST
COMMUNICATION
SO NEXT TIME
THINK: WHAT COULD YOU
HAVE DONE DIFFERENTLY?
COULD YOU HAVE DEFINED
THE ROLES BETTER?
DID YOU SET AND MANAGE
THEIR EXPECTATIONS?
DID YOU COLLABORATE AND
INVOLVE THEM AS AN EQUAL?
DID YOU STRUCTURE
FEEDBACK APPROPRIATELY?
SOMETIMES…
JARED SPOOL
No matter how much you try,
you can’t stop people from
sticking beans up their nose.
MORE OFTEN…
LEARN
AND DO BETTER
THANK YOU
@duckymatt
#UXPOND
Working better with clients - Digital Pond - Feb 2014
Working better with clients - Digital Pond - Feb 2014
Working better with clients - Digital Pond - Feb 2014
Working better with clients - Digital Pond - Feb 2014
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Working better with clients - Digital Pond - Feb 2014

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A talk about how we as designers can take more responsibility for our design process and manage our relationships with clients better.

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Transcript of "Working better with clients - Digital Pond - Feb 2014"

  1. 1. HELLO. I’m Matt @duckymatt
  2. 2. CLIENTS
  3. 3. WORKING WITH CLIENTS BETTER
  4. 4. SO, HOW DOES THAT RELATE TO UX?
  5. 5. 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.
  6. 6. http://www.sharpsuits.net/
  7. 7. http://www.sharpsuits.net/
  8. 8. BE RESPONSIBLE FOR YOURSELF AND YOUR WORK
  9. 9. I CLIENT WORK
  10. 10. MARK BOULTON The design process is weird and complicated because it involves people… ! …who are weird and complicated. 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/
  11. 11. CLIENT WORK IS ALL ABOUT RELATIONSHIPS
  12. 12. THREE KEY FACETS
  13. 13. EMPATHY TRUST COMMUNICATION
  14. 14. EMPATHY
  15. 15. PUT YOURSELF IN YOUR CLIENT’S SHOES THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
  16. 16. CLIENTS WANT TO BE GUIDED CLEARLY DEFINE THE ROLES OF THE CLIENT RELATIONSHIP.
  17. 17. ONE ON ONE INTERVIEWS http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
  18. 18. PAUL BOAG The turning point in many interviews is when the interviewee gets up and closes the office door and lowers their voice. Photo credit: Andreas Øverland: http://www.flickr.com/photos/andreasoverland/4954194732/ http://boagworld.com/business-strategy/how-to-improve-your-site-using-stakeholder-interviews/
  19. 19. http://dilbert.com/strips/comic/2000-11-05/ AGREE ON PROJECT GOALS
  20. 20. TRUST
  21. 21. INTEGRITY RELIABILITY TRANSPARENCY RESPECT
  22. 22. HONESTY DON’T OVER-PROMISE
 AND UNDER-DELIVER
  23. 23. GIVE UPDATES EVEN IF THERE ISN’T MUCH TO REPORT
  24. 24. BE RELIABLE DELIVER WHEN YOU SAY YOU WILL
  25. 25. 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… JOHN CLEESE ! …If you've put in the pondering time in first. John Cleese on Creativity - Watch every second of it, you won’t regret it, I guarantee it: http://www.youtube.com/watch?v=AU5x1Ea7NjQ
  26. 26. TRANSPARENCY INVOLVE YOUR CLIENT THROUGHOUT THE DESIGN PROCESS
  27. 27. TAKE THE CLIENT ON THE JOURNEY WITH YOU
  28. 28. SURPRISES SUCK
  29. 29. WORKSHOPS ARE A DESIGNER’S BEST FRIEND
  30. 30. EXPOSE YOUR CLIENTS
 TO RESEARCH DIRECTLY
  31. 31. JARED SPOOL There is a direct correlation between this exposure and the improvements we see in the designs that team produces. http://www.uie.com/articles/user_exposure_hours/ Photo credit: Jeffrey Zeldman: http://www.flickr.com/photos/zeldman/8614173005/
  32. 32. TOO MUCH RESPECT
  33. 33. BEING THE NO GUY, DAVE
  34. 34. FIND BALANCE BE PATIENT AND TALK TO YOUR CLIENT AS AN EQUAL
  35. 35. CHRISTOPHER BUTLER Your ego is a bad designer http://www.newfangled.com/your_ego_is_a_bad_designer
  36. 36. UNCOVER THE UNDERLYING PROBLEM GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS.
  37. 37. STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
  38. 38. COMMUNICATION
  39. 39. http://www.youtube.com/watch?v=Cz2-ukrd2VQ FORK HANDLES OR FOUR CANDLES? ACTIVELY AVOID MISINTERPRETATION
  40. 40. CARL SMITH When you're struggling to write a sensitive email, stop trying. Pick up the phone and call instead. http://devianthippie.com/
  41. 41. PRESENT DESIGNS, DON’T JUST EMAIL THEM
  42. 42. RWD
  43. 43. “WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACK
  44. 44. DESIGN FEEDBACK CHINESE WHISPERS
  45. 45. KEEP DESIGN CRITIQUES GOAL ORIENTED
  46. 46. SKETCH
  47. 47. PROTOTYPE
  48. 48. PATTERN LIBRARIES PROTOTYPE http://styletil.es/
  49. 49. TEST
  50. 50. BE PREPARED TO BACK UP YOUR ARGUMENTS
  51. 51. EMPATHY TRUST COMMUNICATION
  52. 52. SO NEXT TIME
  53. 53. THINK: WHAT COULD YOU HAVE DONE DIFFERENTLY?
  54. 54. COULD YOU HAVE DEFINED THE ROLES BETTER?
  55. 55. DID YOU SET AND MANAGE THEIR EXPECTATIONS?
  56. 56. DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL?
  57. 57. DID YOU STRUCTURE FEEDBACK APPROPRIATELY?
  58. 58. SOMETIMES…
  59. 59. JARED SPOOL No matter how much you try, you can’t stop people from sticking beans up their nose.
  60. 60. MORE OFTEN…
  61. 61. LEARN
  62. 62. AND DO BETTER
  63. 63. THANK YOU @duckymatt #UXPOND
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