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Redesigning how we work - UX Alive 2016

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Slides from my presentation at UX Alive on 11th May 2016, about how we can foster better empathy, trust and communication with our client, through our design approach.

Published in: Design
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Redesigning how we work - UX Alive 2016

  1. 1. HELLOI’m Matt @duckymatt
  2. 2. CLIENTS Image credit: Hughes Entertainment, Twentieth Century Fox (Home Alone, 1990) @duckymatt
  3. 3. CLIENTS WORKING WITH BETTER Image credit: Paramount Pictures (Top Gun, 1986) @duckymatt
  4. 4. UX? SO, HOW DOES THAT RELATE TO @duckymatt
  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. Image credit: Talkback Thames and Channel 4 TV (The IT Crowd, 2006) @duckymatt
  6. 6. Image credit: Capella International, Eric’s Boy, KC Medien, Moving Pictures and New Line Cinema (Austin Powers, 1997) @duckymatt
  7. 7. http://clientsfromhell.net/ @duckymatt
  8. 8. @duckymatthttp://www.sharpsuits.net/
  9. 9. @duckymatthttp://www.sharpsuits.net/
  10. 10. http://www.sharpsuits.net/ @duckymatt
  11. 11. CAN YOU MAKE IT SO PLAYS EVERY TIME SOMEONE RECEIVES AN EMAIL FROM US? @duckymatt
  12. 12. A MONSTER OF OUR OWN MAKING Image credit: Universal Pictures (Frankenstein, 1931) @duckymatt
  13. 13. 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/ Recommended read: http://www.abookapart.com/products/design-is-a-job @duckymatt
  14. 14. I CLIENT WORK @duckymatt
  15. 15. Image credit:Chartoff-Winkler Productions and United Artists (Rocky, 1976) @duckymatt
  16. 16. Image credit: Bold Films, Blumhouse and Right of Way (Whiplash, 2014) @duckymatt
  17. 17. 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/ @duckymatt
  18. 18. CLIENT WORK IS ALL ABOUT RELATIONSHIPS Image credit: Touchstone Pictures (Turner & Hooch, 1989) @duckymatt
  19. 19. THREE KEY INGREDIENTS Image credit:L.A. Films and HBO (¡Three Amigos!, 1986) @duckymatt
  20. 20. EMPATHY TRUST COMMUNICATION @duckymatt
  21. 21. EMPATHY TRUST COMMUNICATION @duckymatt
  22. 22. PUT THE SHOE ON THE OTHER FOOT THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE Image credit:Cinema Group Ventures and Paramount Pictures (Trading Places, 1983) @duckymatt
  23. 23. CLIENTS WANT TO BE GUIDED CLEARLY DEFINE THE ROLES OF THE CLIENT RELATIONSHIP Image credit:Paramount Pictures (Forrest Gump, 1994) @duckymatt
  24. 24. Image credit: Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999) @duckymatt
  25. 25. 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/ @duckymatt
  26. 26. 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/ @duckymatt
  27. 27. http://dilbert.com/strips/comic/2000-11-05/ @duckymatt SETTING GOALS
  28. 28. EMPATHY TRUST COMMUNICATION @duckymatt
  29. 29. INTEGRITY RELIABILITY TRANSPARENCY RESPECT @duckymatt
  30. 30. HONESTY DON’T OVER-PROMISE
 AND UNDER-DELIVER Image credit:RKO Radio Pictures and Walt Disney Productions (Pinocchio, 1940) @duckymatt
  31. 31. GIVE UPDATES EVEN IF THERE ISN’T MUCH TO REPORT Image credit: Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964) @duckymatt
  32. 32. TRANSPARENCY FOSTER TRUST BY INVOLVING YOUR CLIENT THROUGHOUT THE DESIGN PROCESS Image credit:Universal Pictures, Amblin Entertainment, U-Drive Productions (Back to the Future, 1985) @duckymatt
  33. 33. TAKE THE CLIENT ON THE JOURNEY WITH YOUImage credit: MGM and Loew’s (The Wizard of Oz, 1939) @duckymatt
  34. 34. SURPRISES SUCK Image credit: Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980) @duckymatt
  35. 35. COLLABORATE THROUGH WORKSHOPS AND STUDIOS @duckymatt
  36. 36. EXPOSE YOUR CLIENTS
 TO RESEARCH DIRECTLY @duckymatt
  37. 37. 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/ @duckymatt
  38. 38. RESPECT NOT REVERENCE Image credit: Paramount Pictures, Alfran Productions (The Godfather, 1972) @duckymatt
  39. 39. THE NO PERSON Image credit: Carolco Pictures, Pacific Western, Lightstorm Entertainment, Canal+ & T2 Productions (Terimator 2: Judgment Day, 1991) @duckymatt
  40. 40. Image credit: Paramount Pictures and Lucasfilm (The Raiders of the Lost Ark, 1981) @duckymatt
  41. 41. Your ego is a bad designer CHRISTOPHER BUTLER http://www.newfangled.com/your_ego_is_a_bad_designer @duckymatt
  42. 42. UNCOVER THE UNDERLYING PROBLEM GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS Image credit: NBC Universal Television (Columbo, 1971) @duckymatt
  43. 43. STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON Image credit: Walt Disney and Pixar Studios. (Up, 2009) @duckymatt
  44. 44. People will forget what you said. People will forget what you did. But people will never forget how you made them feel. MAYA ANGELOU Photo credit: York College ISLGP http://commons.wikimedia.org/wiki/File:Maya_Angelou_visits_YCP!_2413.jpg @duckymatt
  45. 45. 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) @duckymatt
  46. 46. EMPATHY TRUST COMMUNICATION @duckymatt
  47. 47. ACTIVELY AVOID MISINTERPRETATION FORK HANDLES OR FOUR CANDLES? Image credit: BBC. (The Two Ronnies, 1976) @duckymatt
  48. 48. 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 @duckymatt
  49. 49. 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) @duckymatt
  50. 50. @duckymatt
  51. 51. YOUR DESIGNS WON’T SELL THEMSELVES Image credit: Gracie Films and 20th Century Fox Television (The Simpsons, 1997) @duckymatt
  52. 52. “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) @duckymatt
  53. 53. 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 @duckymatt
  54. 54. BE CONSISTENT IN YOUR USE
 OF LANGUAGE Available on iOS or Android: http://uxcompanion.com/ @duckymatt
  55. 55. SOME OF THE WAYS WE FOSTER BETTER COMMUNICATION @duckymatt
  56. 56. SKETCHING Image credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997) @duckymatt
  57. 57. PROTOTYPING Image credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008) @duckymatt
  58. 58. STYLE TILES http://styletil.es/ @duckymatt
  59. 59. http://boagworld.com/design/pattern-library/ PATTERN LIBRARIES @duckymatt
  60. 60. Image credit: The Ladd Company, Shaw Brothers and Warner Bros. (Blade Runner, 1982) @duckymatt TESTING, DUH
  61. 61. SO NEXT TIME Image credit: Michael White Productions, National Film Trustee Company and Monty Python Pictures (Monty Python and the Holy Grail, 1975) @duckymatt
  62. 62. WHAT COULD YOU HAVE DONE DIFFERENTLY? @duckymatt
  63. 63. DID YOU SET AND MANAGE THEIR EXPECTATIONS? @duckymatt
  64. 64. DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL? @duckymatt
  65. 65. DID YOU STRUCTURE FEEDBACK APPROPRIATELY? @duckymatt
  66. 66. SOMETIMES… @duckymatt
  67. 67. 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) @duckymatt
  68. 68. MORE OFTEN… @duckymatt
  69. 69. LEARN Image credit: Lucasfilm (Star Wars: Episode I, 1999) @duckymatt
  70. 70. MAKE TRULY EXCELLENT EXPERIENCES Image credit: Warner Bros, Village Roadshow Pictures, Groucho II Partnership & Silver Pictures (The Matrix, 1999) @duckymatt
  71. 71. Image credit: Am Psycho Productions, Edward R Pressman Film, Lions Gate Films, Muse Productions, PPS Films, Quadra Entertainment, Universal Pictures (American Psycho, 2000) THAT WE @duckymatt
  72. 72. Image credit: Twentieth Century Fox Film Corporation, Gordon Company, & Silver Pictures (Die Hard, 1988) OUR CLIENTS @duckymatt
  73. 73. Image credit: Chartoff-Winkler Productions and United Artists (Rocky, 1976) AND OUR USERS @duckymatt
  74. 74. Image credit: Warner Bros, Village Roadshow Pictures, A&E Television Network, Bazmark Films, Red Wagon Entertainment and Spectrum Films (The Great Gatsby, 2013) WILL @duckymatt
  75. 75. THANK YOU @duckymatt Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011) @cyberduck_uk

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