designing the client experience (matt gibson)
TRANSCRIPT
HELLO. I’m Matt @duckymatt #FOWD
CLIENTS
Image credit: Hughes Entertainment, Twentieth Century Fox (Home Alone, 1990)
CLIENTSWORKING WITH
BETTERImage credit: Paramount Pictures (Top Gun, 1986)
Image credit: Columbia Pictures (Groundhog Day, 1993)
I’VE BEEN HERE BEFORETHING IS,
FOWD?SO, HOW DOES THAT RELATE TO
CLIENTBLAMINGREASON #1
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/
CAN YOU MAKE IT SO
PLAYS EVERY TIME SOMEONE RECEIVES AN EMAIL FROM US?
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/ Check Out: http://www.abookapart.com/products/design-is-a-job
THE ‘R’ WORD REASON #2
You don't get to decide which device people use to access your website.
KAREN MCGRANE
Source: http://alistapart.com/article/your-content-now-mobile
Photo credit: Eirik Helland Urke: http://www.flickr.com/photos/webdagene/6149954950/
THE WEB DOESN’T HAVE A FIXED WIDTH
WE’VE HAD TO ADAPT TO THESE CHALLENGES
Image credit: Paramount Pictures (Airplane!, 1980)
I CLIENT WORKREASON #3
Image credit: Chartoff-Winkler Productions and United Artists (Rocky, 1976)
CLIENT WORK IS REWARDING
BUT IT CAN ALSO BE CHALLENGING
Image credit: Bold Films, Blumhouse and Right of Way (Whiplash, 2014)
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: Touchstone Pictures (Turner & Hooch, 1989)
THREE KEY FACETSImage credit: L.A. Films and HBO (¡Three Amigos!, 1986)
EMPATHY
TRUST
COMMUNICATION
EMPATHY
PUT YOURSELF IN YOUR CLIENT’S SHOES
Image credit: Cinema Group Ventures and Paramount Pictures (Trading Places, 1983)
Image credit: Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999)
UMMM, YEAH…
CLIENTS WANT TO BE GUIDEDCLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIP.Image credit: Paramount Pictures (Forrest Gump, 1994)
SETTING AND MANAGING EXPECTATIONS
YOU DON’T GET A SECOND CHANCE TO MAKE A GOOD FIRST IMPRESSION.
Image credit: Pixar Animation Studios & Walt Disney (Toy Story, 1995)
Image credit: Lucasfilm Games LLC (The Secret of Monkey Island, 1990)
THE SALES PROCESS
Image credit: TriStar Pictures & Gracie Films (Jerry Maguire, 1996)
FIND OUT WHAT THEIR BUDGET IS UP-FRONT
VALUE BASED PRICING
Image credit: https://www.flickr.com/photos/markart/236849245/
THE CONTRACT
Image credit: New Line Cinema, MGM & WingNut Films (The Hobbit: An Unexpected Journey, 2012) Check out Contract Killer: https://gist.github.com/malarkey/4031110
Image credit: Walt Disney Pictures (Cool Runnings, 1993)
KICKING OFF THE PROJECT
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/
BEFORE ANY MEETINGS
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/
GOALS
REALITY
OPTIONS
WAY FORWARD
ACTIVELY LISTEN
Image credit: Hartswood Films, BBC Wales & Masterpiece (Sherlock, 2010)
AVOID MOVING GOAL POSTS
http://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)
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 subconscious…
…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
GIVE UPDATESEVEN IF THERE ISN’T MUCH TO REPORT
Image credit: Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964)
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 SUCKImage credit: Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980)
WORKSHOPS ARE A DESIGNER’S BEST FRIEND
Check out: http://alistapart.com/article/the-core-model-designing-inside-out-for-better-results
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/
RESPECT NOT REVERENCE
Image credit: Paramount Pictures, Alfran Productions (The Godfather, 1972)
SORRY DAVE
Image 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: NBC Universal Television (Columbo, 1971)
STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
Image credit: Walt Disney and Pixar Studios. (Up, 2009)
MAYA ANGELOU
Photo credit: York College ISLGP http://commons.wikimedia.org/wiki/File:Maya_Angelou_visits_YCP!_2413.jpg
People will forget what you said. People will forget what you did. But people will never forget how you made them feel.
Not only were we satisfied with the quality of work carried out for us, but we also really enjoyed working closely with the team in both a professional and personal capacity.
It was very dynamic and creative. I always felt they really cared about the project.
Great team to work with, everyone was enthusiastic from the first day to the final delivery.
Image credit: Broadway Video, Little Stranger, NBC Universal Television (30 Rock, 2006)
COMMUNICATION
ACTIVELY AVOID MISINTERPRETATION
FORK HANDLES OR FOUR CANDLES?
Image credit: BBC. (The Two 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 PASS THE MESSAGE
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/ 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)
BE CONSISTENT IN YOUR USEOF LANGUAGE
Available on iOS or Android: http://uxcompanion.com/
SOME OF THE WAYS WE FOSTER BETTER COMMUNICATION
SKETCHINGImage credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997)
PROTOTYPINGImage credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008)
http://boagworld.com/design/pattern-library/
PATTERN LIBRARIES
TEST, TEST, AND TEST SOME MORE
Image 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 YOU MUST
Image credit: Lucasfilm (Star Wars: Episode I, 1999)
AND DO BETTER
Image credit: Warner Bros, Village Roadshow Pictures, A&E Television Network, Bazmark Films, Red Wagon Entertainment and Spectrum Films (The Great Gatsby, 2013)
THANK YOU@duckymatt
Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011)