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Interactions with clients, UXSW, 2014

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To get your client to trust your expertise and design decisions can sometimes be tricky. The trust starts with your first interactions with them and it’s important throughout the relationship. Their buy-in on your designs depends on this trust as well as their backgrounds, situations that they are facing and personalities.
Mariana will share her experience and techniques working with clients, from empathy to communication.

Published in: Design
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Interactions with clients, UXSW, 2014

  1. 1. Interactions with clients @MarianaMota UXSW 2014
  2. 2. Good client relationships Empathy Communication Trust @MarianaMota
  3. 3. Empathy
  4. 4. Photos: http://www.bouty.net/2013/11/empathy-map-a-simple-canvas-for-customer-insigths/ http://www.uxforthemasses.com/blog/wp-content/uploads/2013/11/Personas.jpg @MarianaMota
  5. 5. “Empathy is the art of stepping imaginatively into the shoes of another person, understanding their feelings and perspectives, and using that understanding to guide your actions.” Roam Krznaric, Empathy: A Handbook for Revolution @MarianaMota
  6. 6. Who is your client? • Motivations • Background • Work environment • Fears • Expectations @MarianaMota
  7. 7. Warmth & Competence
  8. 8. “Prioritising warmth helps you connect immediately with those around you, demonstrating that you hear them, understand them, and can be trusted by them.” “Connect then lead” by Amy Cuddy on Harvard Business Review http://hbr.org/2013/07/connect-then-lead/ @MarianaMota
  9. 9. In practice Before meeting First meeting Ongoing relationship Know who you are meeting Meet clients early Observe body languages Connect (warmth) Face-to-face conversations Informal chats HALT (hungry, angry, lonely, tired) @MarianaMota
  10. 10. Communication
  11. 11. Facilitator & Leader languages Facilitator-mode Leader-mode Warmth Competence Neutral Expert Actively listening Direct Passive language Muscular language Briefing meeting & workshops Presenting designs & expert opinion @MarianaMota
  12. 12. Use “muscular” language “Muscular language is active, definite and positive. It lacks hesitation, clutter and passivity.” Instead of Use this How about…? I strongly suggest… I tend to agree. http://hbr.org/2014/06/women-find-your-voice/ar/3 That’s absolutely right, and here’s why… I agree. I agree completely, because… Maybe we can… Here is my plan… Well, what if…? I recommend… @MarianaMota
  13. 13. Non-verbal communication
  14. 14. Gain confidence High-power poses Low-power poses Photo https://paw.princeton.edu/issues/2014/04/02/pages/3548/index.xml?page=2& @MarianaMota
  15. 15. In practice Before meeting First meeting Ongoing relationship Know who you are meeting Meet clients early Observe body languages Connect (warmth) Listen actively and ask questions Agree communication channels Face-to-face conversations Informal chats HALT (hungry, angry, lonely, tired) Agile retrospectives Speak their language. Avoid jargon Nominate 1 person to give feedback Agenda @MarianaMota @MarianaMota
  16. 16. Trust
  17. 17. Bother to explain.
  18. 18. In practice Before meeting First meeting Ongoing relationship Know who you are meeting Proposals Meet clients early Observe body languages Connect (warmth) Listen actively and ask questions Agree communication channels Face-to-face conversations Informal chats HALT (hungry, angry, lonely, tired) Agile retrospectives Speak their language. Avoid jargon Usability testing Show designs early and often Explain, explain, explain Nominate 1 person to give feedback Introduce yourself Explain design process and deliverables Agenda
  19. 19. Workshop “Leader vs. Facilitator Mode” Teams of 3
  20. 20. Take aways • Prioritise warmth • Use the right language (facilitator/leader) @MarianaMota
  21. 21. Resources http://www.marianamota.com/category/creative-leadership/
  22. 22. Thank you! @MarianaMota www.marianamota.com

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