Clients: How to Engage, Educate and Delight.
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Closing keynote presentation, 2014 UX Strategy Summit, San Francisco. The following are the videos played and referenced during the presentation: Slide 9: "Why To Believe In Others?" http://bit.ly/1g0OJnF Viktor Frankl, 1972. Slide 37: "The Incredible Benefits of a "Get Better" Mindset" http://bit.ly/1aZ19Ay Heidi Grant Halvorson
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Clients: How to Engage, Educate and Delight.
- 1. UX STRATEGIES SUMMIT , SAN FRANCISCO Clients – How to engage, educate, & delight. JUNE 12, 2014 ! Scott Runkel scottrunkel.org @scottrunkel instagram.com/scottrunkel
- 6. It’s not about you. 1 ENGAGE EDUCATE DELIGHT
- 7. 1 It’s not about you. We need to go from this… Designer CLIENT ENGAGE EDUCATE DELIGHT
- 8. 1 It’s not about you. To this… Designer Client ENGAGE EDUCATE DELIGHT
- 9. “Why to believe in others?” – a message from Viktor Frankl, neurologist, legendary psychiatrist and Holocaust-survivor It’s not about you. ENGAGE EDUCATE DELIGHT http://www.ted.com/talks/viktor_frankl_youth_in_search_of_meaning
- 10. 1 It’s not about you. Said in a slightly different way, in each of us, there lives a desire to determine our meaning and purpose in life, regardless of who we are and where we come from. ! Acknowledging this in others, through collaboration can enable each of us to reach our full potential. ENGAGE EDUCATE DELIGHT
- 11. 1 It’s not about you. WHY THIS MATTERS Builds a conviction in you to help the client succeed. Builds empathy for their position and role. - - - - - * Generate mindmap of the “day-in-the-life” of the client. * Apply design methods to the client. ENGAGE EDUCATE DELIGHT
- 14. 2 Be Curious ENGAGE EDUCATE DELIGHT LIFEHACK.ORG 4 Reasons Why Curiosity is Important and How to Develop It • Your mind becomes active vs. passive. • It makes your mind observant of new ideas. • It opens up new worlds of possibilities. • It brings excitement into your life.
- 15. 2 Be Curious ENGAGE EDUCATE DELIGHT LIFEHACK.ORG 4 Reasons Why Curiosity is Important and How to Develop It • Keep an open mind. • Don’t take things as granted. • Ask questions relentlessly. • Don’t label something as boring.
- 16. 2 Master the art of asking good questions. ! ! A. Don’t ask Yes or No questions. B. Dig Deeper ! C. Use the Power of Silence D. Don’t Interrupt ! ENGAGE EDUCATE DELIGHT
- 17. 2 Master the art of asking good questions. ! ! WHY THIS MATTERS Asking the most appropriate questions at the most appropriate times uncovers key objective and subjectives insight you can use to ensure what’s produced is of value. ! Builds empathy for the client relationship. ENGAGE EDUCATE DELIGHT
- 18. Know when to lead vs. follow. 3 ENGAGE EDUCATE DELIGHT
- 19. 3 Know when to lead vs. follow. Yes, you are paid to “lead” an engagement, initiative, or project. The reality is that the client is also paid to do the same thing. ENGAGE EDUCATE DELIGHT R A C I
- 20. 3 Know when to lead vs. follow. WHY THIS MATTERS Giving the client room to work, have a point-of-view shows respect and confidence. ENGAGE EDUCATE DELIGHT
- 21. Always, ALWAYS, go the extra mile. 4 ENGAGE EDUCATE DELIGHT
- 22. 4 Always, ALWAYS, go the extra mile. Nothing is better, as a client, than receiving the call from a partner to have him or her share their thinking about a problem I haven’t defined. ENGAGE EDUCATE DELIGHT
- 23. 4 Always, ALWAYS, go the extra mile. WHY THIS MATTERS Illustrating a strong work-ethic creates infectious commitment. That intensity reinforces the value of your time/work. ENGAGE EDUCATE DELIGHT
- 26. Make something. ! ! Make it. Break it. ! WHY THIS MATTERS Bringing clients into the process of making, or using what you’ve added, creates a bond with the information presented. It becomes memorable. 1 ENGAGE EDUCATE DELIGHT
- 28. 2 Tell the truth. If the client were always right, they wouldn’t need a partner. ! WHY THIS MATTERS To move “upstream” in the relationship, it often involves telling the truth, which can be disruptive, and productive. ENGAGE EDUCATE DELIGHT
- 30. 3 Have a Point-of-View. ! ! Clients want participants, not attendees. ! WHY THIS MATTERS To move “upstream” in the relationship, you need to articulate an informed point-of-view ! ENGAGE EDUCATE DELIGHT
- 32. Listen. ! ! Our most critical skill is that of listening. ! 1. Be Relentlessly Curious 2. Challenge assumptions ! 3. Connect the dots (active listening) 4 ENGAGE EDUCATE DELIGHT
- 33. Listen. ! ! Why this matters Better understanding who you are working for and with enables you to curate your most relevant knowledge. 4 ENGAGE EDUCATE DELIGHT
- 36. 1 Prepare Yourself. ! ! “BE GOOD” MINDSET ! Proving ! Demonstrating Skill ! Performing Better Than Others Heidi Grant Halvorson: The Incredible Benefits of a "Get Better" Mindset ENGAGE EDUCATE DELIGHT
- 37. 1 Prepare Yourself. http://99u.com/videos/22655/heidi-grant-halvorson-the-incredible-benefits-of-a-get-better-mindset Heidi Grant Halvorson: The Incredible Benefits of a "Get Better" Mindset
- 38. Gain extreme clarity on business goals and metrics ! Relentlessly connect your ideas and approach to their potential to meet goals and metrics Always be two steps ahead of the client ! Know client’s business as well as they do ! NO SURPRISES! ! 2 ENGAGE EDUCATE DELIGHT