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Maximizing the UX Consultant and
Client Working Relationship
Dan Berlin, Watch City Research | Yina Turchetti, Autodesk
May 2024
Hi! I’m Dan!
2
1999 2011
2001 2008 2021 2023
Hi! I’m Yina!
3
2004 2012
2006 2008 2013 2018
2015
Agenda
What’s in it for you
How the talk works
The talk
a. Project kickoff
b. Pre-study
c. During the study
d. Post-study
Q&A
4
What’s in it for you
5
Likelihood of
becoming a
consultant or working
with one
Differences when
working with in-
house resources
Applicable to any
good working
relationships
Achieving desired outcome
How this talk works
6
Project kickoff Pre-study During the study Post study
1. Skit! 2. Your observations 3. Pro-tips
7
Yina
The client
Dan
The consultant
Project kickoff Pre-study
During the
study
Post-study
Image by Freepik
8
Project kickoff
Image by Freepik
After signing the statement of work, Dan and
Yina are meeting to get the project started.
9
Project kickoff
Image by Freepik
What went well?
What didn’t go so well?
11
Pro-tips
Understand:
- Desired outcomes and goals
- Deliverables and how they will be used
- Business context
- Prior learnings
Ask the right questions
Pro-tip deep dive
Stakeholders Business Project
What is your role and what do you
hope to accomplish with this project?
What key problems / questions
will this project solve / answer?
How will the project outputs
be used by the business?
What will constitute project
success?
What obstacles could the project
encounter, based on past experience?
What are the business’ goals
beyond this project?
Visualize the deliverables
Pro-tip deep dive
Diving icons created by FreshForYou - Flaticon
15
A foundation usability study
Goal: To understand how the intranet
works today and how employees would
like to see it evolve
Timeline: The study will take place in
two weeks, with results anticipated the
week after
Pre-study
Image by Freepik
16
Pre-study
Image by Freepik
What went well?
What didn’t go so well?
18
Pro-tips
Understand ways of working:
- Set up meetings
- Discuss communication preferences
- Ways of keeping informed/updated
- Align on timelines
- Understand company culture
Facilitate communication
Pro-tip deep dive
Culture
Learn about and adhere to company
communication culture:
• Messaging
• Deliverable comments
• Document locations
• Meeting cadence
• Working hours
• International team members
• Holidays
Updates Clearing roadblocks
Provide updates early and often
Seek feedback on deliverables
Keep the team updated on
adherence to desired timeline
Set team expectations and make
introductions
Facilitate scheduling hard-to-
wrangle stakeholders
Help cut through internal red tape
Using a layered approach to stakeholder management
Pro-tip deep dive
Diving icons created by FreshForYou - Flaticon
Core team
Additional support
Inform only
22
The study is in progress.
Dan and Yina are having a quick status call.
During the study
Image by Freepik
23
During the study
Image by Freepik
What went well?
What didn’t go so well?
25
Pro-tips
• Be open to feedback
• No one is an expert in everything
• Be malleable about the process
• Don’t nickel and dime
• But also, be cognizant of scope creep
• Keep the stakeholders engaged
• Provide frequent updates
Plant easter eggs
Pro-tip deep dive
Diving icons created by FreshForYou – Flaticon
Photo by Annie Spratt on Unsplash
28
The report is complete.
Dan is now looking for client feedback
on the results to close out the project.
Post-study
Image by Freepik
29
Post-study
Image by Freepik
30
Post-study
Image by Freepik
Yina Turchetti
Dan Berlin
Sorry, I am out of the office!
31
Post-study
Image by Freepik
Yina Turchetti
Dan Berlin
Whoops! Surprise vacation!
32
Post-study
Image by Freepik
Yina Turchetti
Dan Berlin
I’m back! Here are those
comments. Let’s discuss.
What went well?
What didn’t go so well?
34
Pro-tips
• Share timely feedback
• Be respectful of each other's working
hours
Project retrospectives
Pro-tip deep dive
Process
Discuss what worked and didn’t
work during the project
Be open to receiving and
providing feedback
Trust
Honesty and openness build
trust
Trust and learning will make the
next project even better
Great behaviors
• Collaborate whenever possible
• Open to questions and feedback
• Be flexible
• Allocate time
• Have mutual respect
• Strengthen your Emotional Intelligence
We are all human!
38

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UXPA Boston 2024 Maximize the Client Consultant Relationship.pdf

  • 1. Maximizing the UX Consultant and Client Working Relationship Dan Berlin, Watch City Research | Yina Turchetti, Autodesk May 2024
  • 2. Hi! I’m Dan! 2 1999 2011 2001 2008 2021 2023
  • 3. Hi! I’m Yina! 3 2004 2012 2006 2008 2013 2018 2015
  • 4. Agenda What’s in it for you How the talk works The talk a. Project kickoff b. Pre-study c. During the study d. Post-study Q&A 4
  • 5. What’s in it for you 5 Likelihood of becoming a consultant or working with one Differences when working with in- house resources Applicable to any good working relationships Achieving desired outcome
  • 6. How this talk works 6 Project kickoff Pre-study During the study Post study 1. Skit! 2. Your observations 3. Pro-tips
  • 7. 7 Yina The client Dan The consultant Project kickoff Pre-study During the study Post-study Image by Freepik
  • 8. 8 Project kickoff Image by Freepik After signing the statement of work, Dan and Yina are meeting to get the project started.
  • 10. What went well? What didn’t go so well? 11
  • 11. Pro-tips Understand: - Desired outcomes and goals - Deliverables and how they will be used - Business context - Prior learnings
  • 12. Ask the right questions Pro-tip deep dive Stakeholders Business Project What is your role and what do you hope to accomplish with this project? What key problems / questions will this project solve / answer? How will the project outputs be used by the business? What will constitute project success? What obstacles could the project encounter, based on past experience? What are the business’ goals beyond this project?
  • 13. Visualize the deliverables Pro-tip deep dive Diving icons created by FreshForYou - Flaticon
  • 14. 15 A foundation usability study Goal: To understand how the intranet works today and how employees would like to see it evolve Timeline: The study will take place in two weeks, with results anticipated the week after Pre-study Image by Freepik
  • 16. What went well? What didn’t go so well? 18
  • 17. Pro-tips Understand ways of working: - Set up meetings - Discuss communication preferences - Ways of keeping informed/updated - Align on timelines - Understand company culture
  • 18. Facilitate communication Pro-tip deep dive Culture Learn about and adhere to company communication culture: • Messaging • Deliverable comments • Document locations • Meeting cadence • Working hours • International team members • Holidays Updates Clearing roadblocks Provide updates early and often Seek feedback on deliverables Keep the team updated on adherence to desired timeline Set team expectations and make introductions Facilitate scheduling hard-to- wrangle stakeholders Help cut through internal red tape
  • 19. Using a layered approach to stakeholder management Pro-tip deep dive Diving icons created by FreshForYou - Flaticon Core team Additional support Inform only
  • 20. 22 The study is in progress. Dan and Yina are having a quick status call. During the study Image by Freepik
  • 22. What went well? What didn’t go so well? 25
  • 23. Pro-tips • Be open to feedback • No one is an expert in everything • Be malleable about the process • Don’t nickel and dime • But also, be cognizant of scope creep • Keep the stakeholders engaged • Provide frequent updates
  • 24. Plant easter eggs Pro-tip deep dive Diving icons created by FreshForYou – Flaticon Photo by Annie Spratt on Unsplash
  • 25. 28 The report is complete. Dan is now looking for client feedback on the results to close out the project. Post-study Image by Freepik
  • 27. 30 Post-study Image by Freepik Yina Turchetti Dan Berlin Sorry, I am out of the office!
  • 28. 31 Post-study Image by Freepik Yina Turchetti Dan Berlin Whoops! Surprise vacation!
  • 29. 32 Post-study Image by Freepik Yina Turchetti Dan Berlin I’m back! Here are those comments. Let’s discuss.
  • 30. What went well? What didn’t go so well? 34
  • 31. Pro-tips • Share timely feedback • Be respectful of each other's working hours
  • 32. Project retrospectives Pro-tip deep dive Process Discuss what worked and didn’t work during the project Be open to receiving and providing feedback Trust Honesty and openness build trust Trust and learning will make the next project even better
  • 33. Great behaviors • Collaborate whenever possible • Open to questions and feedback • Be flexible • Allocate time • Have mutual respect • Strengthen your Emotional Intelligence
  • 34. We are all human! 38