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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.

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

Published in: Design, Technology, Business

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Transcript

  • 1. HELLO. I’m Matt @duckymatt
  • 2. CLIENTS
  • 3. WORKING WITH CLIENTS BETTER
  • 4. SO, HOW DOES THAT RELATE TO UX?
  • 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. http://www.sharpsuits.net/
  • 7. http://www.sharpsuits.net/
  • 8. BE RESPONSIBLE FOR YOURSELF AND YOUR WORK
  • 9. I CLIENT WORK
  • 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. CLIENT WORK IS ALL ABOUT RELATIONSHIPS
  • 12. THREE KEY FACETS
  • 13. EMPATHY TRUST COMMUNICATION
  • 14. EMPATHY
  • 15. PUT YOURSELF IN YOUR CLIENT’S SHOES THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
  • 16. CLIENTS WANT TO BE GUIDED CLEARLY DEFINE THE ROLES OF THE CLIENT RELATIONSHIP.
  • 17. ONE ON ONE INTERVIEWS http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
  • 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. http://dilbert.com/strips/comic/2000-11-05/ AGREE ON PROJECT GOALS
  • 20. TRUST
  • 21. INTEGRITY RELIABILITY TRANSPARENCY RESPECT
  • 22. HONESTY DON’T OVER-PROMISE
 AND UNDER-DELIVER
  • 23. GIVE UPDATES EVEN IF THERE ISN’T MUCH TO REPORT
  • 24. BE RELIABLE DELIVER WHEN YOU SAY YOU WILL
  • 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. TRANSPARENCY INVOLVE YOUR CLIENT THROUGHOUT THE DESIGN PROCESS
  • 27. TAKE THE CLIENT ON THE JOURNEY WITH YOU
  • 28. SURPRISES SUCK
  • 29. WORKSHOPS ARE A DESIGNER’S BEST FRIEND
  • 30. EXPOSE YOUR CLIENTS
 TO RESEARCH DIRECTLY
  • 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. TOO MUCH RESPECT
  • 33. BEING THE NO GUY, DAVE
  • 34. FIND BALANCE BE PATIENT AND TALK TO YOUR CLIENT AS AN EQUAL
  • 35. CHRISTOPHER BUTLER Your ego is a bad designer http://www.newfangled.com/your_ego_is_a_bad_designer
  • 36. UNCOVER THE UNDERLYING PROBLEM GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS.
  • 37. STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
  • 38. COMMUNICATION
  • 39. http://www.youtube.com/watch?v=Cz2-ukrd2VQ FORK HANDLES OR FOUR CANDLES? ACTIVELY AVOID MISINTERPRETATION
  • 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. PRESENT DESIGNS, DON’T JUST EMAIL THEM
  • 42. RWD
  • 43. “WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACK
  • 44. DESIGN FEEDBACK CHINESE WHISPERS
  • 45. KEEP DESIGN CRITIQUES GOAL ORIENTED
  • 46. SKETCH
  • 47. PROTOTYPE
  • 48. PATTERN LIBRARIES PROTOTYPE http://styletil.es/
  • 49. TEST
  • 50. BE PREPARED TO BACK UP YOUR ARGUMENTS
  • 51. EMPATHY TRUST COMMUNICATION
  • 52. SO NEXT TIME
  • 53. THINK: WHAT COULD YOU HAVE DONE DIFFERENTLY?
  • 54. COULD YOU HAVE DEFINED THE ROLES BETTER?
  • 55. DID YOU SET AND MANAGE THEIR EXPECTATIONS?
  • 56. DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL?
  • 57. DID YOU STRUCTURE FEEDBACK APPROPRIATELY?
  • 58. SOMETIMES…
  • 59. JARED SPOOL No matter how much you try, you can’t stop people from sticking beans up their nose.
  • 60. MORE OFTEN…
  • 61. LEARN
  • 62. AND DO BETTER
  • 63. THANK YOU @duckymatt #UXPOND

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