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How to Set Client Expectations // Artifact Conf Providence

D83926c323d4f9289f947b4b4e76b939?s=47 Jen Simmons
November 04, 2013

How to Set Client Expectations // Artifact Conf Providence

We designers aren't the only ones needing to adapt to a changing web ecosystem. Our clients and bosses also need to change their expectations around what a "site design" entails today and what deliverables will be provided during the design and development process. Every member of our panel has experience selling responsive design to clients and adjusting deliverables and payment schedules in an appropriate way. They'll share their experiences and welcome questions from you and your fellow attendees.

A panel with Kristin Ellington, Matt Griffin, and Drew Clemens, moderated by Jen Simmons. Presented at Artifact Conference in Providence, Rhode Island on November 4, 2013.

D83926c323d4f9289f947b4b4e76b939?s=128

Jen Simmons

November 04, 2013
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  1. Client Expectations Drew Clemens Matt Griffin Kristin Ellington Jen Simmons

    How to Set
  2. BUT That’s nice… How Do I Convince my [___] client??

  3. @hearsparkbox @brworkshop @drewtclemens SETTING CLIENT EXPECTATIONS (BY CHANGING THEM ALTOGETHER)

  4. RWD AS A CATALYST FOR CHANGING OVERALL RELATIONSHIPS DTR VIA

    RWD
  5. RWD AS A CATALYST RWD requires new process. New process

    means new workflow & deliverables. New client expectations must follow.
  6. RWD AS A CATALYST If needed, use this as a

    catalyst to overhaul the entire relationship.
  7. NEW CLIENT RELATIONSHIPS RELATIONSHIP ADVICE (WITH DR. DREW)

  8. NEW CLIENT RELATIONSHIPS Relationship Advice ‣ Education First ‣ Stop

    Impressing & Start Collaborating ‣ Initial Engagements Are Great ‣ Consider an Hourly Model
  9. Education First OR “How not getting true buy-in from all

    the real stakeholders will sabotage your project after you’ve done a bunch of cool work.” NEW CLIENT RELATIONSHIPS ‣ Teach RWD ‣ Teach the Web In General ‣ Educated Clients Are Happier (And Better) Clients
  10. NEW CLIENT RELATIONSHIPS ‣ Throw Out the “Big Reveal” ‣

    Set Process Expectations - Smaller Deliverables - Not Pretty Deliverables - In Progress Deliverables Stop Impressing the Client (And Truly Collaborate With Them)
  11. NEW CLIENT RELATIONSHIPS ‣ Smaller Project Before “The Project” ‣

    Less Risk For You And Your Client ‣ Separate Project From “The Project” Initial Engagements Are Great
  12. NEW CLIENT RELATIONSHIPS Consider an Hourly Model ‣ What It

    Looks Like ‣ Why We Push For It ‣ Challenges
  13. CONCLUSION WHAT I MEAN IS...

  14. CONCLUSION Clients interested in RWD are ripe for educating and

    bringing into a more web-centric relationship. Take advantage of it, and you could end up with clients that are more pleased — and you’ll be more pleased with your job.
  15. THANKS! @hearsparkbox @brworkshop @drewtclemens

  16. Hi, I’m Matt Griffin I’m on the Twitter @ElefontPress @BeardedStudio

    @WoodTypeRevival
  17. Communicating with Clients

  18. Your Client’s Internet

  19. Your Internet

  20. How Do I Explain This Internet? Statistics Stories Specifics

  21. What’s a Mobile? 42% of smartphone owners between the ages

    of 18–29 consider their phone as their primary way of accessing the internet. pewinternet.org/Reports/2011/Smartphones/Section-2.aspx
  22. Your Client

  23. I Have a Toddler

  24. What’s a Mobile?

  25. The New Language of RWD

  26. Main Navigation

  27. Main Navigation

  28. Process

  29. Deliverables Written Specifications Style Prototypes HTML & CSS Wireframes Low-Fidelity

    Static Mock-Ups HTML & CSS Interactive Mock-Ups HTML & CSS Styleguides
  30. Specification Document Project Goals User Stories Content Audit / Gap

    Analysis Feature Descriptions Technical Approach Information Architecture Site Map Copywriting Styleguide Branding Profile
  31. Specification Document

  32. Style Prototype https://github.com/sparkbox/style-prototype

  33. Style Prototype https://github.com/sparkbox/style-prototype

  34. HTML & CSS Wireframes

  35. HTML & CSS Wireframes

  36. Low-Fidelity Static Mock-Ups

  37. None
  38. Lo-Fi Feedback

  39. Lo-Fi Feedback

  40. Lo-Fi Feedback

  41. HTML & CSS Interactive Mock-Ups

  42. HTML & CSS Interactive Mock-Ups

  43. HTML & CSS Styleguides http://designmodo.github.io/Flat-UI/

  44. HTML & CSS Styleguides http://designmodo.github.io/Flat-UI/

  45. Technology!

  46. The Internet Is Your Friend Listen Share Adapt Repeat

  47. Let’s Do This

  48. I’m still Matt Griffin And I give you all the

    thanks! @ElefontPress @BeardedStudio @WoodTypeRevival
  49. Hello! @krs10ellington www.funnygarbage.com I’m Kristin Ellington

  50. The Psychology of Selling Responsive Web Design

  51. “We cannot change anything until we accept it.” Carl Jung

  52. None
  53. THE PATH TO EMBRACING THE NEW

  54. Ignorance EMBRACING THE NEW:

  55. Rejection EMBRACING THE NEW:

  56. Blind Faith EMBRACING THE NEW:

  57. Disillusionment EMBRACING THE NEW:

  58. THE PATH TO EMBRACING THE NEW

  59. Putting It Into Practice

  60. Expert Practitioner Your Website Thought Leadership

  61. Identify Stakeholders Identify Decision Makers Determine Stage In Embracing The

    New
  62. Project Requirements & Objectives Whe Are The Users Is This

    Project Right for RWD
  63. Define Terms & Terminology Data = Proof = Authority Knock

    Out The Blockers
  64. Make Their Life Easier Make Them Your Partner Make They

    Look Good
  65. “The path of least resistance is the path of the

    loser.” H.G. Wells
  66. @krs10ellington Goodbye & Good Luck!

  67. Client Expectations Drew Clemens Matt Griffin Kristin Ellington Jen Simmons

    How to Set
  68. $$$

  69. How much is this going to cost?

  70. Low price Done Fast Good quality

  71. Fixed set of features (or deliverables) Fixed Price Fixed amount

    of time
  72. Fixed set of features (or deliverables) Fixed Price Fixed amount

    of time
  73. Fixed set of features (or deliverables) Fixed Price Fixed amount

    of time
  74. Fixed set of features (or deliverables) Fixed Price Fixed amount

    of time
  75. Fixed set of features (or deliverables) Fixed Price Fixed amount

    of time per hour / per week
  76. Fixed set of features (or deliverables) Fixed Price Fixed amount

    of time
  77. I’m convinced, but… it’s not gonna happen

  78. Quit your job start A company get better clients

  79. Client Expectations Drew Clemens Matt Griffin Kristin Ellington Jen Simmons

    How to Set