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.

Transcript

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
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
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