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Designing the client experience - #FOWD - April 2015

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Slides from my talk at Future of Web Design (https://twitter.com/FOWD) on 29th April 2015.

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Designing the client experience - #FOWD - April 2015

  1. 1. HELLO.I’m Matt @duckymatt #FOWD
  2. 2. @cyberduck_uk cyber-duck.co.uk
  3. 3. CLIENTS Image credit: Hughes Entertainment, Twentieth Century Fox (Home Alone, 1990)
  4. 4. CLIENTS WORKING WITH BETTER Image credit: Paramount Pictures (Top Gun, 1986)
  5. 5. Image credit: Columbia Pictures (Groundhog Day, 1993) I’VE BEEN HERE BEFORE THING IS,
  6. 6. FOWD? SO, HOW DOES THAT RELATE TO
  7. 7. CLIENTBLAMING REASON #1
  8. 8. 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)
  9. 9. Image credit: Capella International, Eric’s Boy, KC Medien, Moving Pictures and New Line Cinema (Austin Powers, 1997)
  10. 10. http://clientsfromhell.net/
  11. 11. http://www.sharpsuits.net/
  12. 12. http://www.sharpsuits.net/
  13. 13. CAN YOU MAKE IT SO PLAYS EVERY TIME SOMEONE RECEIVES AN EMAIL FROM US?
  14. 14. BE RESPONSIBLE FOR YOURSELF AND YOUR WORK Image credit: Universal Pictures (Frankenstein, 1931)
  15. 15. 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/ Check Out: http://www.abookapart.com/products/design-is-a-job
  16. 16. THE ‘R’ WORD REASON #2
  17. 17. You don't get to decide which device people use to access your website. KAREN MCGRANE Source: http://alistapart.com/article/your-content-now-mobile Photo credit: Eirik Helland Urke: http://www.flickr.com/photos/webdagene/6149954950/
  18. 18. THE WEB DOESN’T HAVE A FIXED WIDTH
  19. 19. WE’VE HAD TO ADAPT TO THESE CHALLENGES Image credit: Paramount Pictures (Airplane!, 1980)
  20. 20. I CLIENT WORK REASON #3
  21. 21. Image credit: Chartoff-Winkler Productions and United Artists (Rocky, 1976) CLIENT WORK IS REWARDING
  22. 22. BUT IT CAN ALSO BE CHALLENGING Image credit: Bold Films, Blumhouse and Right of Way (Whiplash, 2014)
  23. 23. 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/
  24. 24. CLIENT WORK IS ALL ABOUT RELATIONSHIPS Image credit: Touchstone Pictures (Turner & Hooch, 1989)
  25. 25. THREE KEY FACETS Image credit: L.A. Films and HBO (¡Three Amigos!, 1986)
  26. 26. EMPATHY TRUST COMMUNICATION
  27. 27. EMPATHY
  28. 28. PUT YOURSELF IN YOUR CLIENT’S SHOES Image credit: Cinema Group Ventures and Paramount Pictures (Trading Places, 1983)
  29. 29. Image credit: Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999) UMMM, YEAH…
  30. 30. CLIENTS WANT TO BE GUIDED CLEARLY DEFINE THE ROLES OF THE CLIENT RELATIONSHIP. Image credit: Paramount Pictures (Forrest Gump, 1994)
  31. 31. SETTING AND MANAGING EXPECTATIONS
  32. 32. YOU DON’T GET A SECOND CHANCE TO MAKE A GOOD FIRST IMPRESSION. Image credit: Pixar Animation Studios & Walt Disney (Toy Story, 1995)
  33. 33. Image credit: Lucasfilm Games LLC (The Secret of Monkey Island, 1990) THE SALES PROCESS
  34. 34. Image credit: TriStar Pictures & Gracie Films (Jerry Maguire, 1996) FIND OUT WHAT THEIR BUDGET IS UP-FRONT
  35. 35. VALUE BASED PRICING Image credit: https://www.flickr.com/photos/markart/236849245/
  36. 36. THE CONTRACT Image credit: New Line Cinema, MGM & WingNut Films (The Hobbit: An Unexpected Journey, 2012) Check out Contract Killer: https://gist.github.com/malarkey/4031110
  37. 37. Check out shouldIworkforfree.com
  38. 38. Image credit: Walt Disney Pictures (Cool Runnings, 1993) KICKING OFF THE PROJECT
  39. 39. 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/ BEFORE ANY MEETINGS
  40. 40. 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/
  41. 41. GOALS REALITY OPTIONS WAY FORWARD
  42. 42. ACTIVELY LISTEN Image credit: Hartswood Films, BBC Wales & Masterpiece (Sherlock, 2010)
  43. 43. AVOID MOVING GOAL POSTS http://dilbert.com/strips/comic/2000-11-05/
  44. 44. TRUST
  45. 45. INTEGRITY RELIABILITY TRANSPARENCY RESPECT
  46. 46. HONESTY DON’T OVER-PROMISE
 AND UNDER-DELIVER Image credit: RKO Radio Pictures and Walt Disney Productions (Pinocchio, 1940)
  47. 47. BE RELIABLE DELIVER WHEN YOU SAY YOU WILL Image credit: Warner Bros, Guber-Peters Company and PolyGram Filmed Entertainment (Batman, 1989)
  48. 48. 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 subconscious… …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
  49. 49. GIVE UPDATES EVEN IF THERE ISN’T MUCH TO REPORT Image credit: Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964)
  50. 50. TRANSPARENCY INVOLVE YOUR CLIENT THROUGHOUT THE DESIGN PROCESS Image credit: Universal Pictures, Amblin Entertainment, U-Drive Productions (Back to the Future, 1985)
  51. 51. TAKE THE CLIENT ON THE JOURNEY WITH YOUImage credit: MGM and Loew’s (The Wizard of Oz, 1939)
  52. 52. SURPRISES SUCK Image credit: Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980)
  53. 53. WORKSHOPS ARE A DESIGNER’S BEST FRIEND Check out: http://alistapart.com/article/the-core-model-designing-inside-out-for-better-results
  54. 54. EXPOSE YOUR CLIENTS
 TO RESEARCH DIRECTLY
  55. 55. 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/
  56. 56. RESPECT NOT REVERENCE Image credit: Paramount Pictures, Alfran Productions (The Godfather, 1972)
  57. 57. SORRY DAVE Image credit: MGM and Stanley Kubrick Productions (2001: A Space Odyssey, 1968)
  58. 58. FIND THE PERFECT BALANCE Image credit: Paramount Pictures and Lucasfilm (The Raiders of the Lost Ark, 1981)
  59. 59. Your ego is a bad designer CHRISTOPHER BUTLER http://www.newfangled.com/your_ego_is_a_bad_designer
  60. 60. UNCOVER THE UNDERLYING PROBLEM GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS. Image credit: NBC Universal Television (Columbo, 1971)
  61. 61. STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON Image credit: Walt Disney and Pixar Studios. (Up, 2009)
  62. 62. MAYA ANGELOU Photo credit: York College ISLGP http://commons.wikimedia.org/wiki/File:Maya_Angelou_visits_YCP!_2413.jpg People will forget what you said. People will forget what you did. But people will never forget how you made them feel.
  63. 63. Not only were we satisfied with the quality of work carried out for us, but we also really enjoyed working closely with the team in both a professional and personal capacity. It was very dynamic and creative. I always felt they really cared about the project. Great team to work with, everyone was enthusiastic from the first day to the final delivery. Image credit: Broadway Video, Little Stranger, NBC Universal Television (30 Rock, 2006)
  64. 64. COMMUNICATION
  65. 65. ACTIVELY AVOID MISINTERPRETATION FORK HANDLES OR FOUR CANDLES? Image credit: BBC. (The Two Ronnies, 1976)
  66. 66. 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
  67. 67. 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)
  68. 68. DESIGN FEEDBACK PASS THE MESSAGE Image credit: Thames Television (The Sooty Show, 1968-1992)
  69. 69. YOUR DESIGNS WON’T SELL THEMSELVES Image credit: Gracie Films and 20th Century Fox Television (The Simpsons, 1997)
  70. 70. “WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACK Image credit: Warner Bros, Hawk Films, Peregrine and The Producer Circle Company (The Shining, 1980)
  71. 71. 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/ Source: https://medium.com/@monteiro/13-ways-designers-screw-up-client-presentations-51aaee11e28c
  72. 72. KEEP DESIGN CRITIQUES GOAL ORIENTED Image credit: NASA (http://www.nasa.gov/centers/johnson/about/history/jsc40/jsc40_pg8.html)
  73. 73. BE CONSISTENT IN YOUR USE
 OF LANGUAGE Available on iOS or Android: http://uxcompanion.com/
  74. 74. SOME OF THE WAYS WE FOSTER BETTER COMMUNICATION
  75. 75. SKETCHING Image credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997)
  76. 76. PROTOTYPING Image credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008)
  77. 77. STYLE TILES http://styletil.es/
  78. 78. http://boagworld.com/design/pattern-library/ PATTERN LIBRARIES
  79. 79. TEST, TEST, AND TEST SOME MORE Image credit: The Ladd Company, Shaw Brothers and Warner Bros. (Blade Runner, 1982)
  80. 80. EMPATHY TRUST COMMUNICATION
  81. 81. SO NEXT TIME Image credit: Michael White Productions, National Film Trustee Company and Monty Python Pictures (Monty Python and the Holy Grail, 1975)
  82. 82. WHAT COULD YOU HAVE DONE DIFFERENTLY?
  83. 83. COULD YOU HAVE DEFINED THE ROLES BETTER?
  84. 84. DID YOU SET AND MANAGE THEIR EXPECTATIONS?
  85. 85. DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL?
  86. 86. DID YOU STRUCTURE FEEDBACK APPROPRIATELY?
  87. 87. SOMETIMES…
  88. 88. 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)
  89. 89. MORE OFTEN…
  90. 90. LEARN YOU MUST Image credit: Lucasfilm (Star Wars: Episode I, 1999)
  91. 91. AND DO BETTER Image credit: Warner Bros, Village Roadshow Pictures, A&E Television Network, Bazmark Films, Red Wagon Entertainment and Spectrum Films (The Great Gatsby, 2013)
  92. 92. THANK YOU @duckymatt Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011)

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