redesigning how we work - ux alive 2016
TRANSCRIPT
HELLO I’m Matt
@duckymatt
CLIENTS
Image credit: Hughes Entertainment, Twentieth Century Fox (Home Alone, 1990) @duckymatt
CLIENTSWORKING WITH
BETTERImage credit: Paramount Pictures (Top Gun, 1986) @duckymatt
UX?SO, HOW DOES THAT RELATE TO
@duckymatt
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) @duckymatt
Image credit: Capella International, Eric’s Boy, KC Medien, Moving Pictures and New Line Cinema (Austin Powers, 1997) @duckymatt
@duckymatt http://www.sharpsuits.net/
@duckymatt http://www.sharpsuits.net/
http://www.sharpsuits.net/ @duckymatt
CAN YOU MAKE IT SO
PLAYS EVERY TIME SOMEONE RECEIVES AN EMAIL FROM US?
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A MONSTER OF OUR OWN MAKING
Image credit: Universal Pictures (Frankenstein, 1931) @duckymatt
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/
Recommended read: http://www.abookapart.com/products/design-is-a-job
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I CLIENT WORK
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Image credit:Chartoff-Winkler Productions and United Artists (Rocky, 1976) @duckymatt
Image credit: Bold Films, Blumhouse and Right of Way (Whiplash, 2014) @duckymatt
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/
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CLIENT WORK IS ALL ABOUT RELATIONSHIPS
Image credit: Touchstone Pictures (Turner & Hooch, 1989) @duckymatt
THREE KEY INGREDIENTSImage credit:L.A. Films and HBO (¡Three Amigos!, 1986) @duckymatt
EMPATHY
TRUST
COMMUNICATION@duckymatt
EMPATHY
TRUST
COMMUNICATION@duckymatt
PUT THE SHOE ON THE OTHER FOOTTHEY HIRED YOU TO SOLVE A PROBLEM THAT THEY CANNOT ALONE
Image credit:Cinema Group Ventures and Paramount Pictures (Trading Places, 1983) @duckymatt
CLIENTS WANT TO BE GUIDEDCLEARLY DEFINE THE ROLES OF
THE CLIENT RELATIONSHIPImage credit:Paramount Pictures (Forrest Gump, 1994) @duckymatt
Image credit: Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999) @duckymatt
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/
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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/
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http://dilbert.com/strips/comic/2000-11-05/ @duckymatt
SETTING GOALS
EMPATHY
TRUST
COMMUNICATION@duckymatt
INTEGRITY
RELIABILITY
TRANSPARENCY
RESPECT@duckymatt
HONESTYDON’T OVER-PROMISEAND UNDER-DELIVER
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GIVE UPDATESEVEN IF THERE ISN’T MUCH TO REPORT
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TRANSPARENCYFOSTER TRUST BY INVOLVING YOUR CLIENT THROUGHOUT THE DESIGN PROCESS
Image credit:Universal Pictures, Amblin Entertainment, U-Drive Productions (Back to the Future, 1985)
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TAKE THE CLIENT ON THE JOURNEY WITH YOU
Image credit: MGM and Loew’s (The Wizard of Oz, 1939) @duckymatt
SURPRISES SUCKImage credit: Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980) @duckymatt
COLLABORATE THROUGH WORKSHOPS AND STUDIOS
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EXPOSE YOUR CLIENTSTO RESEARCH DIRECTLY
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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/
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RESPECT NOT REVERENCE
Image credit: Paramount Pictures, Alfran Productions (The Godfather, 1972) @duckymatt
THE NO PERSONImage credit: Carolco Pictures, Pacific Western, Lightstorm Entertainment, Canal+ & T2 Productions (Terimator 2: Judgment Day, 1991)
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Image credit: Paramount Pictures and Lucasfilm (The Raiders of the Lost Ark, 1981) @duckymatt
Your ego is a bad designer
CHRISTOPHER BUTLER
http://www.newfangled.com/your_ego_is_a_bad_designer
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UNCOVER THE UNDERLYING PROBLEM
GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS
Image credit: NBC Universal Television (Columbo, 1971) @duckymatt
STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON
Image credit: Walt Disney and Pixar Studios. (Up, 2009) @duckymatt
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
@duckymatt
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) @duckymatt
EMPATHY
TRUST
COMMUNICATION@duckymatt
ACTIVELY AVOID MISINTERPRETATION
FORK HANDLES OR FOUR CANDLES?
Image credit: BBC. (The Two Ronnies, 1976) @duckymatt
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
@duckymatt
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) @duckymatt
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YOUR DESIGNS WON’T SELL THEMSELVES
Image credit: Gracie Films and 20th Century Fox Television (The Simpsons, 1997) @duckymatt
“WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACKImage credit: Warner Bros, Hawk Films, Peregrine and The Producer Circle Company (The Shining, 1980) @duckymatt
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
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BE CONSISTENT IN YOUR USEOF LANGUAGE
Available on iOS or Android: http://uxcompanion.com/ @duckymatt
SOME OF THE WAYS WE FOSTER BETTER COMMUNICATION
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SKETCHINGImage credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997) @duckymatt
PROTOTYPINGImage credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008) @duckymatt
http://boagworld.com/design/pattern-library/
PATTERN LIBRARIES
@duckymatt
Image credit: The Ladd Company, Shaw Brothers and Warner Bros. (Blade Runner, 1982) @duckymatt
TESTING, DUH
SO NEXT TIMEImage credit: Michael White Productions, National Film Trustee Company and Monty Python Pictures (Monty Python and the Holy Grail, 1975) @duckymatt
WHAT COULD YOU HAVE DONE DIFFERENTLY?
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DID YOU SET AND MANAGE THEIR EXPECTATIONS?
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DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL?
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DID YOU STRUCTURE FEEDBACK APPROPRIATELY?
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SOMETIMES…
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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) @duckymatt
MORE OFTEN…
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LEARN
Image credit: Lucasfilm (Star Wars: Episode I, 1999) @duckymatt
MAKE TRULY EXCELLENT EXPERIENCES
Image credit: Warner Bros, Village Roadshow Pictures, Groucho II Partnership & Silver Pictures (The Matrix, 1999) @duckymatt
Image credit: Am Psycho Productions, Edward R Pressman Film, Lions Gate Films, Muse Productions, PPS Films, Quadra Entertainment, Universal Pictures (American Psycho, 2000)
THAT WE
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Image credit: Twentieth Century Fox Film Corporation, Gordon Company, & Silver Pictures (Die Hard, 1988)
OUR CLIENTS
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Image credit: Chartoff-Winkler Productions and United Artists (Rocky, 1976)
AND OUR USERS
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Image credit: Warner Bros, Village Roadshow Pictures, A&E Television Network, Bazmark Films, Red Wagon Entertainment and Spectrum Films (The Great Gatsby, 2013)
WILL
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THANK YOU@duckymatt
Copyright: Studio 37 & La Petite Reine & La Classe Américaine & JD Prod & France 3 Cinéma & Jouror Productions & uFilm (The Artist, 2011)
@cyberduck_uk