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HELLO.
I’m Matt
@duckymatt
CLIENTS
WORKING WITH

CLIENTS
BETTER
SO, HOW DOES THAT RELATE TO

UX?
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.
Working better with clients - Digital Pond - Feb 2014
Working better with clients - Digital Pond - Feb 2014
http://www.sharpsuits.net/
http://www.sharpsuits.net/
BE RESPONSIBLE
FOR YOURSELF
AND YOUR WORK
I

CLIENT WORK
Working better with clients - Digital Pond - Feb 2014
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/
CLIENT WORK IS ALL
ABOUT RELATIONSHIPS
THREE KEY FACETS
EMPATHY
TRUST
COMMUNICATION
EMPATHY
PUT YOURSELF IN YOUR CLIENT’S SHOES
THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
CLIENTS WANT TO BE GUIDED
CLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIP.
Working better with clients - Digital Pond - Feb 2014
ONE ON ONE
INTERVIEWS
http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
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/
http://dilbert.com/strips/comic/2000-11-05/

AGREE ON PROJECT GOALS
TRUST
INTEGRITY
RELIABILITY
TRANSPARENCY
RESPECT
HONESTY
DON’T OVER-PROMISE

AND UNDER-DELIVER
GIVE UPDATES
EVEN IF THERE ISN’T
MUCH TO REPORT
BE RELIABLE
DELIVER WHEN
YOU SAY YOU WILL
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
TRANSPARENCY
INVOLVE YOUR CLIENT
THROUGHOUT THE DESIGN PROCESS
TAKE THE CLIENT ON THE
JOURNEY WITH YOU
SURPRISES
SUCK
WORKSHOPS
ARE A
DESIGNER’S
BEST FRIEND
EXPOSE YOUR
CLIENTS

TO RESEARCH
DIRECTLY
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/
TOO MUCH RESPECT
BEING THE NO GUY, DAVE
FIND BALANCE
BE PATIENT AND TALK TO
YOUR CLIENT AS AN EQUAL
CHRISTOPHER BUTLER

Your ego is a
bad designer
http://www.newfangled.com/your_ego_is_a_bad_designer
UNCOVER THE
UNDERLYING
PROBLEM
GET THE CLIENT TO FOCUS ON
PROBLEMS RATHER THAN SOLUTIONS.
STAY POSITIVE

MEANS YOU CAN SAY NO
WITHOUT BEING THE ‘NO’ PERSON
COMMUNICATION
http://www.youtube.com/watch?v=Cz2-ukrd2VQ

FORK
HANDLES
OR FOUR
CANDLES?
ACTIVELY AVOID
MISINTERPRETATION
CARL SMITH
When you're struggling
to write a sensitive email,
stop trying. Pick up the
phone and call instead.

http://devianthippie.com/
PRESENT DESIGNS,
DON’T JUST EMAIL THEM
RWD
“WHAT DO YOU THINK?”
IS THE ENEMY OF
CONSTRUCTIVE FEEDBACK
DESIGN FEEDBACK
CHINESE WHISPERS
KEEP DESIGN CRITIQUES
GOAL ORIENTED
SKETCH
PROTOTYPE
PATTERN LIBRARIES
PROTOTYPE
http://styletil.es/
TEST
BE PREPARED TO BACK UP
YOUR ARGUMENTS
EMPATHY
TRUST
COMMUNICATION
SO NEXT TIME
THINK: WHAT COULD YOU
HAVE DONE DIFFERENTLY?
COULD YOU HAVE DEFINED
THE ROLES BETTER?
DID YOU SET AND MANAGE
THEIR EXPECTATIONS?
DID YOU COLLABORATE AND
INVOLVE THEM AS AN EQUAL?
DID YOU STRUCTURE
FEEDBACK APPROPRIATELY?
SOMETIMES…
JARED SPOOL
No matter how much you try,
you can’t stop people from
sticking beans up their nose.
MORE OFTEN…
LEARN
AND DO BETTER
THANK YOU
@duckymatt
#UXPOND

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