Working with Clients Better - Untangle the Web - 24 September 2014
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Empathy, trust, and communication are key facets of building strong client relationships. Designers should actively involve clients throughout the design process to gain their perspectives, manage expectations, and avoid surprises. Regular communication and transparency help build trust, while workshops expose clients directly to research. Respecting the client's goals and providing constructive feedback geared toward solutions can help projects succeed. Overall, learning from past client experiences helps designers strengthen relationships and work.
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Working with Clients Better - Untangle the Web - 24 September 2014
- 1. CLIENTS Image credit: Shamley Productions (Psycho, 1960)
- 4. CLIENTS WORKING WITH BETTER Image credit: Carolco Pictures, Paci���c Western, Lightstorm Entertainment, Canal+ and T2 Productions (Terminator 2, 1991)
- 5. UX? SO, HOW DOES THAT RELATE
- 6. 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)
- 7. Image credit:Capella International, Eric’s Boy, KC Medien, Moving Pictures and New Line Cinema (Austin Powers, 1997)
- 11. BE RESPONSIBLE FOR YOURSELF AND YOUR WORKImage credit:Universal Pictures (Frankenstein, 1931)
- 12. 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
- 13. I CLIENT WORK
- 14. Image credit:Chartoff-Winkler Productions and United Artists (Rocky, 1976)
- 15. 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/
- 16. CLIENT WORK IS ALL ABOUT RELATIONSHIPS Image credit:Paramount Pictures (Top Gun, 1986)
- 17. THREE KEY FACETSImage credit:L.A. Films and HBO (¡Three Amigos!, 1986)
- 19. EMPATHY
- 20. 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)
- 21. CLIENTS WANT TO BE GUIDED CLEARLY DEFINE THE ROLES OF THE CLIENT RELATIONSHIP. Image credit:Paramount Pictures (Forrest Gump, 1994)
- 22. Image credit:Twentieth Century Fox Film Corporation and Cubicle Inc. (Office Space, 1999)
- 23. 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/
- 24. 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/
- 25. AGREE ON PROJECT GOALS http://dilbert.com/strips/comic/2000-11-05/
- 26. TRUST
- 28. HONESTY DON’T OVER-PROMISE AND UNDER-DELIVER Image credit:RKO Radio Pictures and Walt Disney Productions (Pinocchio, 1940)
- 29. GIVE UPDATES EVEN IF THERE ISN’T MUCH TO REPORT Image credit:Columbia Pictures Corporation and Hawk Films (Dr Strangelove, 1964)
- 30. BE RELIABLE DELIVER WHEN YOU SAY YOU WILL Image credit:Warner Bros, Guber-Peters Company and PolyGram Filmed Entertainment (Batman, 1989)
- 31. 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
- 32. TRANSPARENCY INVOLVE YOUR CLIENT THROUGHOUT THE DESIGN PROCESS Image credit:Universal Pictures, Amblin Entertainment, U-Drive Productions (Back to the Future, 1985)
- 33. TAKE THE CLIENT ON THE JOURNEY WITH YOU Image credit:MGM and Loew’s (The Wizard of Oz, 1939)
- 34. SURPRISES SUCK Image credit:Lucasfilm (Star Wars: Episode V - The Empire Strikes Back, 1980)
- 37. 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/
- 38. RESPECTImage credit:Paramount Pictures, Alfran Productions (The Godfather, 1972)
- 39. SORRY DAVE Image credit:MGM and Stanley Kubrick Productions (2001: A Space Odyssey, 1968)
- 40. FIND THE PERFECT BALANCE Image credit:Paramount Pictures and Lucasfilm (The Raiders of the Lost Ark, 1981)
- 41. Your ego is a bad designer CHRISTOPHER BUTLER http://www.newfangled.com/your_ego_is_a_bad_designer
- 42. UNCOVER THE UNDERLYING PROBLEM GET THE CLIENT TO FOCUS ON PROBLEMS RATHER THAN SOLUTIONS. Image credit:Warner Bros. (The Big Sleep, 1946)
- 43. STAY POSITIVE MEANS YOU CAN SAY NO WITHOUT BEING THE ‘NO’ PERSON Image credit:Walt Disney and Pixar Studios. (Up, 2009)
- 44. 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
- 45. COMMUNICATION
- 46. ACTIVELY AVOID MISINTERPRETATION FORK HANDLES OR FOUR CANDLES? Image credit: BBC. (The Tow Ronnies, 1976)
- 47. 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
- 48. 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)
- 49. DESIGN FEEDBACK CHINESE WHISPERS Image credit: Thames Television (The Sooty Show, 1968-1992)
- 51. YOUR DESIGNS WON’T SELL THEMSELVES Image credit: Gracie Films and 20th Century Fox Television (The Simpsons, 1997)
- 52. “WHAT DO YOU THINK?” IS THE ENEMY OF CONSTRUCTIVE FEEDBACK Image credit: Warner Bros, Hawk Films, Peregrine and The Producer Circle Company (The Shining, 1980)
- 53. 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
- 54. KEEP DESIGN CRITIQUES GOAL ORIENTED Image credit: NASA (http://www.nasa.gov/centers/johnson/about/history/jsc40/jsc40_pg8.html)
- 55. SKETCH Image credit: Twentieth Century Fox Films, Paramount Pictures and Lightstorm Entertainment (Titanic, 1997)
- 56. PROTOTYPE Image credit: Paramount Pictures, Marvel Studios, Fairview Entertainment and Dark Blades Films (Iron Man, 2008)
- 57. STYLE TILES http://styletil.es/ 3 Image credit: Sandollar Productions and Touchstone Pictures (Father of the Bride, 1991)
- 58. PROTOTYPEPATTERN LIBRARIES http://boagworld.com/design/pattern-library/ 3 Image credit: Universal Pictures and Alphaville Films (The Mummy, 1999)
- 59. TEST Image credit: The Ladd Company, Shaw Brothers and Warner Bros. (Blade Runner, 1982)
- 61. SO NEXT TIME Image credit: Michael White Productions, National Film Trustee Company and Monty Python Pictures (Monty Python and the Holy Grail, 1975)
- 62. WHAT COULD YOU HAVE DONE DIFFERENTLY?
- 63. COULD YOU HAVE DEFINED THE ROLES BETTER?
- 64. DID YOU SET AND MANAGE THEIR EXPECTATIONS?
- 65. DID YOU COLLABORATE AND INVOLVE THEM AS AN EQUAL?
- 66. DID YOU STRUCTURE FEEDBACK APPROPRIATELY?
- 67. SOMETIMES…
- 68. 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)
- 69. MORE OFTEN…
- 70. LEARN Image credit: Lucasfilm (Star Wars: Episode I, 1999)
- 71. AND DO BETTER Image credit: Warner Bros, Village Roadshow Pictures, A&E Television, Bazmark and Red Wagon Entertainment (The Great Gatsby, 2013)
- 72. 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)