SlideShare a Scribd company logo
Design your Clients’ experience
Design your Clients’ experience
… and your own
Qualifications
wage slave
poseur
tiny startup
reluctant freelancer
tiny agency
time
fulfillment
partnership
consultancy
startup
internal

UX consultant
startup
Who are your clients?
Freelance Agency Corporation
GovernmentNonprofit
Owner
Service design 

improves the experiences
of both the user and
employee by designing,
aligning, and optimizing an
organization’s operations
to better support
customer journeys.
“
Empathy for the Client
Let’s start with
I know something you don’t know
I'm here to help you
your own needs & desires!
Now let’s dive into
Envision your ideal career future
Who do you want as clients?
Working on what kind of work?
In what environment?
With what other people?
Learning what lessons?
Achieving what results?
Use your UX skills to get it!
Grow into it!
Design Your Clients' Experience ... and your own
Our dream gig!
10
Client Management Principles
1.
Start where the client is
2.
Let the client talk
3.
Treat the client

like an expert
4.
Paint a picture of success
5.
But don’t firehose the client
6.
Don’t try harder than the client
7.
Signal your value
8.
Reuse stuff
9.
Partner up
10.
Deepen client relationships
… But fire clients when you need to!
Design Your Clients' Experience ... and your own
thanks!
Go rock it.
You can find me at
@firecatsue
susan@firecatstudio.com

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