Designing The Business Experience

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Designing The Business Experience

  1. 1. 1Our industry loves great design detail. Websites. Apps. Nuances. Dazzling our audience.Great functional works of art. But what about our client experience?
  2. 2. 2You already have a business experience.It’s the impression you made on your last client.It’s started with the promises you gave them.
  3. 3. 3The business experience IS THE DIFFERENCE OR
  4. 4. 4THE SIMILARITY between the promises you started with, and the product and service youdelivered.
  5. 5. 5If you don’t design your business experience, your client’s experience of your business willbe dictated by your wavering energy
  6. 6. 6First step is easy for freelancers, businesses, write it down, knapkin, get started.
  7. 7. 7In 2002, I had just ended a series of bad relationships
  8. 8. 8Then I met Amy. Friend, challenging, good fit.Why am I telling you this? Direct correlation to the first step in designing the businessexperience.
  9. 9. 9My first start in business was littered with the same failed relationships. I had clients who Iwas sick of, and some who were sick of me.
  10. 10. 10I started watching Jon, Veerle, Elliot...Heroes. They had good brands.
  11. 11. 11Why should I know my strengths? How will it help me design by business experience? Helpmy clients?
  12. 12. 12Why should I know my preferences? How will it help me design by business experience? Helpmy clients?
  13. 13. 13
  14. 14. 14
  15. 15. 15
  16. 16. 16Determination, staring at dogs to talk
  17. 17. 17Determination, staring at dogs to talk
  18. 18. 18Determination won’t help me with spreadsheets or project management
  19. 19. 19I’m scared of numbers. Knowing my weakness helped me get help.
  20. 20. 20Jamin is not afraid of numbers and can manage the hell out of a project. Literally, imaginehell running from a project.
  21. 21. 21
  22. 22. 22
  23. 23. 23You know yourself, you know your strengths and weaknesses, but now it’s time to pointthem.
  24. 24. 24You know yourself, you know your strengths and weaknesses, but now it’s time to pointthem.
  25. 25. 25Or you’ll end up somewhere else.
  26. 26. 26Mapping, planning, scoping, calendars, times, specifics
  27. 27. 27Mapping, planning, scoping, calendars, times, specifics
  28. 28. 28Get the big picture, get out of the details and into your dreams
  29. 29. 29Go big, see what’s not there, see what you COULD be.
  30. 30. 30
  31. 31. 31
  32. 32. 32Why should I screen my clients? How will it help me with better business experience? New-Age-Hippy-Erotica website.
  33. 33. 33Why should I screen my clients? How will it help me with better business experience? New-Age-Hippy-Erotica website.
  34. 34. 34Entertained some wacky ideas
  35. 35. 35
  36. 36. 36
  37. 37. 37
  38. 38. 38Story time. Has anyone ever sat down to listen to your real story? Your heart?
  39. 39. 39Really a good time where someone listened to you.I’m NOT talking blurting the story about that tryst you had with the belgian blonde at the bar.
  40. 40. 40Ooops, Not this belgian blond,
  41. 41. 41THIS belgian blonde. Just like you need this story telling time.You’re client needs you’re listening. The more you know them, their strengths, preferences,weaknesses, and preferred future, the better decisions you’ll make for them.
  42. 42. 42Know themselves, strengths and preferences
  43. 43. 43Weaknesses and won’ts
  44. 44. 44Preferred future
  45. 45. 45You’ve laid the foundation for defining what you do. Now it’s time to know HOW you do it.Planning your project process is crucial. It’s the stuff that happens while you’re jugglingeverything else.
  46. 46. 46Planning your project process is crucial. It’s the stuff that happens while you’re jugglingeverything else.
  47. 47. 47After the RFP. Lazy registration. Give them a product they can get their hands on. Welcomethem.
  48. 48. 48Who are you? Who is the client?
  49. 49. 49How you handle this interaction defines how you are viewed by this business and their peers.Wufoo cancellation, E-Music. /// Thanks! We’ll earn it.
  50. 50. 50
  51. 51. 51Amy, when I’m overseas. A call. empathy. NOT basecamp.Design your communication for your client and you.
  52. 52. 52
  53. 53. 53Dad’s workshop. Plan, Procedure, Project Management, Personalities, map.
  54. 54. 54
  55. 55. 55Lead this dance. Welcome to this client call.
  56. 56. 56
  57. 57. 57BOOM! Every project has conflict. If you don’t see it, you’re blind. Plan to deal with it andyou’ll find your client feels the peace of being taken care of. Don’t depend on your naturalabilities.
  58. 58. 58
  59. 59. 59Booyah! The project’s over, I’m outta here! -- or not.Plan to see the project through. Celebration is a great way to seal the project. Goodmarketing.
  60. 60. 60
  61. 61. 61(Know yourself, Strengths, Weaknesses, Preferences, Preferred future)(Know your clients, Strengths, Weaknesses, Preferences, Preferred future)(Know your process)Meal metaphor
  62. 62. 62A great meal. Meat, Veggies, a bread, and maybe some sauce to tie it all together. You’regood, that’s really good. But could it be better?
  63. 63. 63Oh, wow, throw in a fine belgian ale. Nuance and care. Joy and surprise. Mechanic story.Capital One story. Starbucks. Papa at Old Chicago’s. New Belgium with environmental stuff.
  64. 64. 64It’s your job to seek these out and hunt them down. You and your client can feast on themtogether.
  65. 65. 65Any conversation. Any presentation. Show them you’re listening.
  66. 66. 66What’s your style. Enhance who you are.
  67. 67. 67Tricky, but effective.
  68. 68. 68We Fucked Up talk at SXSW. Fed Ex story.
  69. 69. 69Overview. We think through design and function so carefully. It’s time to take care of ourclients and design the business experience.Progressive enhancement.
  70. 70. 70
  71. 71. 71A few brief thx.
  72. 72. www.patterntap.com 72
  73. 73. www.alpha.patterntap.com 73

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