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Frontiers of Interaction 2011 - Successful Collaboration

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Keeping clients happy!

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Frontiers of Interaction 2011 - Successful Collaboration

  1. 1. Successful Collaboration<br />Keep your clients happy<br />FOI11 Steve PortigalJune 20, 2011 @steveportigal<br />
  2. 2. Introduction 5 minutes <br />Exercise: Role-playing 25 minutes<br />Philosophy and Tactics for Collaboration30 minutes <br />Exercise: Role-playing 25 minutes <br />Wrap Up 5 minutes <br />Agenda<br />
  3. 3. Today: Designers, working with clients<br />In our fields we have a lot of assumptions about the natural relationship between designers and clients. Let’s look at how to create harmony instead of conflict.<br />Who are we? Do you identify with designer? Or with client? Or something else? <br />
  4. 4. Portigal<br />We help companies discover and act on new insights about their customers and themselves<br />
  5. 5. Take a fresh look at people<br />Use existing ideas as hypotheses<br />What to make or do<br />Refine & prototype<br />Launch<br />Iterate & improve<br />We work throughout the development cycle<br />Explore new ideas<br />
  6. 6. American Lens on Global Experiences<br />Kyoto<br />Amsterdam<br />London<br />Indonesia<br />Istanbul<br />California<br />Paris<br />Taipei<br />Bangalore<br />
  7. 7. American Lens on Global Experiences<br />Canadian<br />Kyoto<br />Amsterdam<br />London<br />Indonesia<br />Istanbul<br />Toronto<br />Paris<br />Taipei<br />Bangalore<br />
  8. 8. Definition?<br />
  9. 9. Exercise: Role Playing<br />You are the end of a project and are sharing your final deliverables with your client (your client might be internal or external; you might be freelance, internal, or with an agency). <br />Actor 1 – play yourself, as a reasonable, effective designer<br />Actor 2 – play the “worst” client you can imagine<br />Audience – take notes about what happens – what are the breakdowns, failures<br />
  10. 10. Exercise: Role Playing<br />Scene 1<br /><ul><li>Actor 1 plays themselves as a reasonable designer about to deliver at the end of a project
  11. 11. Actor 2 plays a bad client
  12. 12. Audience: take notes about what you see happening
  13. 13. Action! </li></li></ul><li>Exercise: Role Playing<br />Scene 2<br /><ul><li>Actor 1 plays an arrogant unreasonable designer about to deliver at the end of a project
  14. 14. Actor 2 plays a great client
  15. 15. Audience: take notes about what you see happening
  16. 16. Action! </li></ul>Repeat as time permits<br />
  17. 17. Debrief: What did we see?<br /><ul><li>Where and why did the dialogue break down?
  18. 18. Where and why did the dialogue succeed?
  19. 19. What best practices did we see?</li></li></ul><li>Philosophy and Tactics for Collaboration<br />Transitional slide – a big picture of something<br />
  20. 20. Different professions have different cultures<br />
  21. 21. Did he just say culture?<br />
  22. 22. What is culture?<br />
  23. 23. Culture defined<br />How a group of people make sense of the world, through common<br /><ul><li>Experiences
  24. 24. Beliefs
  25. 25. Knowledge
  26. 26. Values
  27. 27. Attitudes
  28. 28. Behaviors
  29. 29. Meanings
  30. 30. Patterns
  31. 31. Symbols</li></li></ul><li>What do these cultures emphasize?<br />
  32. 32. Acknowledging our differences<br />
  33. 33. Empathy/sympathy for other circumstances<br />
  34. 34. Empathy/sympathy for other circumstances<br />
  35. 35. Shared experiences<br />This isn’t just about going to a restaurant – this is a new challenging experience for all of us.<br />We were there to do fieldwork, to do ethnography, to go into Japanese homes. <br />But this happens whenever we do fieldwork; we’re driving around, getting lost, sharing out of office time, informally, solving problems together, being uncomfortable, dining out.<br />This produces great relationships, you get a lot of insight into what kind of people they are. <br />
  36. 36. For more on comfort and discomfort<br />
  37. 37. Workshops<br />Shared activities can also be diving into the work together; we have clients join us in the field, read over field notes, come to our office and work through data together, we also do these workshops where people generate ideas. Often, our role is to facilitate them to get the information they need, in many ways we’re stepping back and letting go, we’re not solution givers, we are taking them to the point where they discover solutions. <br />This can challenge our own feelings of where our expertise is, but again, we are letting go. And interesting things can happen; if you can feel confident about yourself as someone that is enabling OTHERs rather than being yourself the master, then you are in a different position to make things happen.<br />
  38. 38. Go beyond meeting them halfway<br />Understand<br />Create<br />
  39. 39. Go beyond meeting them halfway<br />Understand<br />Create<br />Create<br />Create<br />Create<br />
  40. 40. Go beyond meeting them halfway<br />Understand<br />Create<br />Create<br />Understand<br />Understand<br />Create<br />Create<br />Understand<br />
  41. 41. What you can do - Consulting 101<br />Be on time, especially if they are on time<br />Use their communication tools (Email? Telephone?)<br />Emulate their work artifacts<br />In other words, speak their language<br />
  42. 42. What else can you do?<br />
  43. 43. What else can you do?<br />
  44. 44. Treat this like a design problem<br />
  45. 45. Exercise: More Role Playing<br />
  46. 46. Exercise: More Role Playing<br />Scene 3<br /><ul><li>Actor 1 plays a designer at the end of a project
  47. 47. Actor 2 plays a client
  48. 48. Play the scene, given what we now know
  49. 49. Audience: take notes about what you see happening
  50. 50. Action! </li></ul>Repeat as time permits<br />
  51. 51. Debrief: What did we see?<br />
  52. 52. Definition, once again!<br />
  53. 53. I’ve got a tip (that you didn’t cover) that works well for me…<br />Yeah, I’ve got a question for ya…<br />One new thing I learned today is…<br />@steveportigal<br />steve@portigal.com<br />+1-415-894-2001<br />Portigal Consulting<br />www.portigal.com<br />
  54. 54. Coming in 2012!<br />A book by Steve Portigal<br />The Art and Craft of User Research Interviewing<br />http://rosenfeldmedia.com/books/user-interviews/ <br />
  55. 55. Grazie mille!<br />@steveportigal<br />steve@portigal.com<br />+1-415-894-2001<br />Portigal Consulting<br />www.portigal.com<br />

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