dpm summit 2016 - betty chan - living with imperfection
TRANSCRIPT
4
THE CHARACTERISTICS
1. Everyone hits their milestones, on time
2. Clients sign-off with no further changes
3. Team executes all work to the tee of their estimates
6
We want to increase ticket sales for our upcoming season.
T H E C L I E N T
Tell us why your team is interested in doing this project now.
YO U
AT THE START OF THE PROJECT…
Of course. Any other goals?
YO U
Yes, but they’re not as important.
T H E C L I E N T
7
Could we also build a personality quiz?
T H E C L I E N T
Sounds cool, but could we ask why?
YO U
LATER IN THE PROJECT…
Because our CEO really likes quizzes.
T H E C L I E N T
YO U
• Treat your client as you would a friend.
• Understand before you diagnose. Ask
questions to understand use cases.
• If the request conflicts with the project’s goals,
don’t be afraid to say so.
• Offer achievable alternatives.
11
P R O T I P S
STEP 2
Get on the phone and talk it out.
12
• Encourage conversations between
discipline teams.
• Always clarify effort against a specific
timeframe.
• Make the call – is there enough value?
P R O T I P S
DON’T FORGET!
Curb scope creep from your own team.aka Gold-Plating
T IME &
EFFO
RT
VA LU E TO C L I E N T
14
T H E C L I E N T
Sure!
These designs look great! It has everything we asked for.
T H E C L I E N T
Wonderful. Are we ready to move into development?
YO U
YO U
SOMEWHERE NEAR THE END OF DESIGN PHASE…
15
So, our legal team just told us we need to credit every, single photo.
T H E C L I E N T
A LITTLE LATER IN THE PROJECT…
What the f*ck
YO U
It’s too late to do anything about it!
Why didn’t you tell us sooner?
18
E V E N I F T H E AS K F E E L S M A N AG E A B L E
( FO R N OW )
Can I ask for more money?
Can I trade scope?
M A K E U P FO R LO ST T I M E
O R B U D G E T
Can I “eat”the cost?
A H A P P I E R C L I E N T, A B E T T E R P R O D U CT
STEP 1
Talk options.
P R O T I P S
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1. Block out time to write (~30 min after
meeting).
2. Imagine you’re writing for a new producer.
Use consistent keywords.
3. Store documentation where everyone can
access it (not your email).
4. Link to the tracker from the original request.
Document, smartly.
23
Honey, calm down.
YO U R S I G N I F I CA N T OT H E R
I hate this project!! The client wants us to blah blah blah…
YO U
AFTER A LONG DAY…
No! I just can’t believe they did blah blah blah…
YO U
Let’s be real here…
YO U R S I G N I F I CA N T OT H E R
30
You always have options.
Creep comes in many forms. Document,
smartly.
Keep your eyes on the goals.
THE TAKEAWAYS.