Clients Don't Suck (Resolving common blockers that stifle UX)
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The document discusses the challenges of managing client relationships in design work, emphasizing the importance of understanding user needs and incorporating their feedback. It presents three conditions that often complicate client interactions and suggests methods like guerrilla user testing and prioritization techniques to improve collaboration. The ultimate goal is to empower clients to actively engage in the design process and recognize the value of user experience (UX).
Clients Don't Suck (Resolving common blockers that stifle UX)
- 1. Clients don't suck EVGENIA (JENNY) GRINBLO / #NUX4
- 2. The client-as-a-nightmare cliché @GRINBLO #NUX4INTRODUCTION / ON CLIENTS CLIENTSFROMHELL.NET
- 3. This is serious business @GRINBLO #NUX4INTRODUCTION / ON CLIENTS
- 4. The ideal scenario Our expertise Our clients’ expertise @GRINBLO #NUX4INTRODUCTION / ON CLIENTS
- 5. ? ? ? ? ?? ? ??
- 6. Pick one method to try for yourself BUT FIRST, SOME HOMEWORK: @GRINBLO #NUX4INTRODUCTION / ON CLIENTS
- 7. Prevention is the best medicine @GRINBLO #NUX4INTRODUCTION / ON CLIENTS https://www.flickr.com/photos/nlireland/
- 8. Condition #1 Image from page 218 of "Rider's Washington; a guide book for travelers, with 3 maps and 22 plans" (1922)
- 9. Symptoms Reasons Repeating the same process and tool they’re used to using in another context “I am the user” Opinions drive design decisions Stakeholders disagree Surprise features CONDITION 1 @GRINBLO #NUX4
- 10. Shift the conversation from ‘making decisions’ to designing for real people Try this CONDITION 1 @GRINBLO #NUX4
- 11. Guerrilla user testing Put assumptions about users on paper Bring users’ voices into the boardroom
- 12. Grandfather Telling a Story Albert Anker (1884) Bring users’ voices into the boardroom
- 13. Guerrilla user testing Put assumptions about users on paper Grandfather Telling a Story Albert Anker (1884) My biggest complaint coming to an event like this… Bring users’ voices into the boardroom
- 14. Bring users’ voices into the boardroom Guerrilla user testing Put assumptions about users on paper
- 15. Bring them closer to the user research CUSTOMER PROFILE VOLUNTEERS GAINS PAINS Put assumptions about users on paper Method source: Value Proposition Design by Strategyzer
- 16. Give users a seat in the boardroom CONDITION 1 @GRINBLO #NUX4
- 17. Condition #2 Image from page 976 of "Dr. Evans' How to keep well;" (1917)
- 18. Symptoms Reasons Comfortable with how but not with what or why Spending time on details right away Big portions of budget spent on small “wow elements” Not being able to summarize the product or who it’s for CONDITION 2 @GRINBLO #NUX4
- 19. Zoom out of the detail and the interface Try this CONDITION 2 @GRINBLO #NUX4
- 20. Storyboard Ruthless prioritization Which business goal is this for?
- 21. https://www.ted.com/talks/mick_mountz_the_hidden_world_of_box_packing#t-186129 MICK MOUNTZ (TED) / What happens inside those massive warehouses? CONDITION 2 @GRINBLO #NUX4
- 22. CONDITION 2 @GRINBLO #NUX4
- 23. Storyboard Ruthless prioritization Which business goal is this for?
- 24. Ruthless prioritization Feature 78 Feature 92 Feature 203 Feature 78 Feature 31 Feature 3 Feature 92
- 25. Storyboard Ruthless prioritization Which business goal is this for?
- 26. Refer to tangible things that show the vision for the product CONDITION 2 @GRINBLO #NUX4 Image from page 456 of "Practical physics" (1922) https://www.flickr.com/photos/internetarchivebookimages/
- 27. Condition #3 Image taken from page 394 of 'Memoirs of Bartholomew Fair ... Fourth edition'
- 28. Symptoms Reasons Confusion about the value of UX and what we can do to help “Can you just spruce this up?” Asking for a high-fidelity design to communicate an idea Involving UX last CONDITION 3
- 29. Empower your clients to participate, not just judge Try this
- 30. Clients aren't there with you, so they only see the last step in a long chain of thinking Ask difficult questions Expose your decision-making Scare them
- 31. Ask difficult questions Expose your decision-making How will you know if the project is successful? How will this app make money? What kind of customer is most important to your business and why? Scare them
- 32. Ask difficult questions Expose your decision-making How will you know if the project is successful? How will this app make money? What kind of customer is most important to your business and why? Scare them
- 33. Talk to me in benefits CONDITION 3 / EXAMPLE Back Article Bookmark Can you read this? Doctor with 'world's messiest handwriting' baffles patient Read the PDF E-mail me the PDF he handwriting of doctors and teachers has long since been ridiculed by the rest of the working world. But some doctors are worse than others, as this incredible image shared on Imgur shows. In a post entitled: " Why your prescription isn't ready in 15 minutes ", there appear to be a series of squiggles and bumps more resembling a heart monitor's output than actual written english Benefit Benefit
- 34. Clients aren't there with you, so they only see the last step in a long chain of thinking Ask difficult questions Expose your decision-making Scare them
- 35. Explain the consequences of getting UX right in your client’s terms CONDITION 3 / EXAMPLE 1/5 of apps are abandoned after 1 use Re-working code = x100 the cost 15% of software projects are abandoned The ROI of User Experience http://www.youtube.com/watch?v=O94kYyzqvTc http://info.localytics.com/blog/app-retention-improves
- 36. Storyboard Ruthless prioritization Which business goal is this for? Ask difficult questions Scare them (educate about value / risks of UX work) Expose your decision- making Bring user voices into the boardroom Guerrilla user testing Put assumptions about users on paper
- 37. Create your diagonosis and methods toolkit CONCLUSION / LAST WORDS
- 38. Client dragging you down My Work Client propping you up Client knowledge, expertise, support Ideas we create together My work + + vs. My work’s potential in a world with no clients CONCLUSION / LAST WORDS
- 39. My reminder that my work isn’t just on screens > CONCLUSION / LAST WORDS
- 40. @grinblo jenny@futureworkshops.com (+Send me your homework) Thank you! :)