Working with Clients Better - Untangle the Web - 24 September 2014
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CLIENTS Image credit: Shamley Productions (Psycho, 1960)
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Slides from my talk on 24 September 2014 at Untangle The Web on working with clients better.
Transcript of Working with Clients Better - Untangle the Web - 24 September 2014
CLIENTSImage credit: Shamley Productions (Psycho, 1960)
HELLO.I’m Matt @duckymatt Untangle The Web
CLIENTSWORKING WITH
BETTERImage credit: Carolco Pictures, Pacific Western, Lightstorm Entertainment, Canal+ and T2 Productions (Terminator 2, 1991)
UX?SO, HOW DOES THAT RELATE
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.
Image credit: Talkback Thames and Channel 4 TV (The IT Crowd, 2006)
Image credit:Capella International, Eric’s Boy, KC Medien, Moving Pictures and New Line Cinema (Austin Powers, 1997)
http://www.sharpsuits.net/
http://www.sharpsuits.net/
BE RESPONSIBLE FOR YOURSELF AND YOUR WORK
Image credit:Universal Pictures (Frankenstein, 1931)
How much of the shit we complain about all day has our fingerprints all over it?
MIKE MONTEIRO
Photo credit: Amber Gregory: https://www.flickr.com/photos/fontshop/7091584773/ YOU SHOULD BUY HIS BOOK: http://www.abookapart.com/products/design-is-a-job
I CLIENT WORK
Image credit:Chartoff-Winkler Productions and United Artists (Rocky, 1976)
The design process is weird and complicated because it involves people… !
…who are weird and complicated.
MARK BOULTON
Photo credit: Anton Peck: http://www.flickr.com/photos/26545827@N00/5691825327/ Source: http://bradfrostweb.com/blog/post/where-theres-muck-theres-brass-mark-boulton-at-smashing-conference/
CLIENT WORK IS ALL ABOUT RELATIONSHIPS
Image credit:Paramount Pictures (Top Gun, 1986)
THREE KEY FACETSImage credit:L.A. Films and HBO (¡Three Amigos!, 1986)
EMPATHY
TRUST
COMMUNICATION
EMPATHY
PUT YOURSELF IN YOUR CLIENT’S SHOES THEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
Image credit:Cinema Group Ventures and Paramount Pictures (Trading Places, 1983)
CLIENTS WANT TO BE GUIDEDCLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIP.Image credit:Paramount Pictures (Forrest Gump, 1994)
Image credit:Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999)
ONE ON ONE INTERVIEWS
Image credit:Village Roadshow Pictures, NPV Entertainment, Baltimore Pictures, Spring Creek Productions, Face Productions, Tribeca Productions (Analyse This, 1999)
http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
The turning point in many interviews is when the interviewee gets up and closes the office door and lowers their voice.
PAUL BOAG
Photo credit: Andreas Øverland: http://www.flickr.com/photos/andreasoverland/4954194732/ Source: http://boagworld.com/business-strategy/how-to-improve-your-site-using-stakeholder-interviews/
AGREE ON PROJECT GOALShttp://dilbert.com/strips/comic/2000-11-05/
TRUST
INTEGRITY
RELIABILITY
TRANSPARENCY
RESPECT
HONESTYDON’T OVER-PROMISEAND UNDER-DELIVER
Image credit:RKO Radio Pictures and Walt Disney Productions (Pinocchio, 1940)
GIVE UPDATESEVEN IF THERE ISN’T MUCH TO REPORT
Image credit:Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964)
BE RELIABLEDELIVER WHEN YOU SAY YOU WILL
Image credit:Warner Bros, Guber-Peters Company and PolyGram Filmed Entertainment (Batman, 1989)
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… !
…If you've put in the pondering time in first.
JOHN CLEESE
John Cleese on Creativity - Watch every second of it, you won’t regret it, I guarantee it: http://www.youtube.com/watch?v=AU5x1Ea7NjQ
TRANSPARENCYINVOLVE YOUR CLIENT THROUGHOUT THE DESIGN PROCESS
Image credit:Universal Pictures, Amblin Entertainment, U-Drive Productions (Back to the Future, 1985)
TAKE THE CLIENT ON THE JOURNEY WITH YOU
Image credit:MGM and Loew’s (The Wizard of Oz, 1939)
SURPRISES SUCK
Image credit:Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980)
WORKSHOPS ARE A DESIGNER’S BEST FRIEND
EXPOSE YOUR CLIENTSTO RESEARCH DIRECTLY
There is a direct correlation between this exposure and the improvements we see in the designs that team produces.
JARED SPOOL
Photo credit: Jeffrey Zeldman: http://www.flickr.com/photos/zeldman/8614173005/
http://www.uie.com/articles/user_exposure_hours/
RESPECTImage credit:Paramount Pictures, Alfran Productions (The Godfather, 1972)
SORRY DAVEImage credit:MGM and Stanley Kubrick Productions (2001: A Space Odyssey, 1968)
FIND THE PERFECT BALANCEImage credit:Paramount Pictures and Lucasfilm (The Raiders of the Lost Ark, 1981)
Your ego is a bad designer
CHRISTOPHER BUTLER
http://www.newfangled.com/your_ego_is_a_bad_designer
UNCOVER THE UNDERLYING PROBLEM
GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS.
Image credit:Warner Bros. (The Big Sleep, 1946)
STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
Image credit:Walt Disney and Pixar Studios. (Up, 2009)
People will forget what you said. People will forget what you did. But people will never forget how you made them feel.
MAYA ANGELOU
Photo credit: York College ISLGP http://commons.wikimedia.org/wiki/File:Maya_Angelou_visits_YCP!_2413.jpg
COMMUNICATION
ACTIVELY AVOID MISINTERPRETATION
FORK HANDLES OR FOUR CANDLES?
Image credit: BBC. (The Tow Ronnies, 1976)
When you're struggling to write a sensitive email, stop trying. Pick up the phone and call instead.
CARL SMITH
http://devianthippie.com/ Source: https://twitter.com/carlsmith/status/430505161765974017
PRESENT DESIGNS, DON’T JUST EMAIL THEM
Image credit: Dreamworks SKG, Universal Pictures, Scott Free Productions, Mill Film, C&L, Dawliz and Red Wagon Entertainment (Gladiator, 2000)
DESIGN FEEDBACK CHINESE WHISPERS
Image credit: Thames Television (The Sooty Show, 1968-1992)
YOUR DESIGNS WON’T SELL THEMSELVESImage credit: Gracie Films and 20th Century Fox Television (The Simpsons, 1997)
“WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACKImage credit: Warner Bros, Hawk Films, Peregrine and The Producer Circle Company (The Shining, 1980)
The client didn’t hire you to make something they liked, and something they like may not be the thing that leads to their success.
MIKE MONTEIRO
Photo credit: Amber Gregory: https://www.flickr.com/photos/fontshop/7091584773/ BUY HIS BOOK, ALREADY, DAMNIT: http://www.abookapart.com/products/design-is-a-job
Source: https://medium.com/@monteiro/13-ways-designers-screw-up-client-presentations-51aaee11e28c
KEEP DESIGN CRITIQUES GOAL ORIENTED
Image credit: NASA (http://www.nasa.gov/centers/johnson/about/history/jsc40/jsc40_pg8.html)
SKETCHImage credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997)
PROTOTYPEImage credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008)
STYLE TILEShttp://styletil.es/
3
Image credit: Sandollar Productions and Touchstone Pictures (Father of the Bride, 1991)
PROTOTYPEPATTERN LIBRARIEShttp://boagworld.com/design/pattern-library/
3
Image credit: Universal Pictures and Alphaville Films (The Mummy, 1999)
TESTImage credit: The Ladd Company, Shaw Brothers and Warner Bros. (Blade Runner, 1982)
EMPATHY
TRUST
COMMUNICATION
SO NEXT TIMEImage credit: Michael White Productions, National Film Trustee Company and Monty Python Pictures (Monty Python and the Holy Grail, 1975)
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…
No matter how much you try, you can’t stop people from sticking beans up their nose.
JARED SPOOL
Source: http://www.uie.com/brainsparks/2011/07/08/beans-and-noses/Photo credit: Brandon Dilbeck (http://commons.wikimedia.org/wiki/File:JellyBellyBeans.jpg)
MORE OFTEN…
LEARN
Image credit: Lucasfilm (Star Wars: Episode I, 1999)
AND DO BETTERImage credit: Warner Bros, Village Roadshow Pictures, A&E Television, Bazmark and Red Wagon Entertainment (The Great Gatsby, 2013)
THANK YOU@duckymatt Untangle The Web
Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011)
