Client Experience Design @ DaFED Novi Sad

To craft a truly effective user experience we need to examine the general behaviour, affinities and motivations of end-users and to meet their needs, but at the same time we ought to meet our clients’ goals. The real challenge, however, is making our clients comfortable with the design process and teaching them how to meet their customers’ needs. Learn how to establish mutual understanding and collaboration with your client by designing your relationship.

Transcript

1. CLIENT EXPERIENCE DESIGN
   Marko Dugonjić Creative Nights
   DaFED, Novi Sad, 03. 02. 2016
2. ❝ Designers need to understand their customers. And in many cases, the customer is the person who purchases the product, not the person who actually uses it. — Don Norman
3. CLIENTS — and — STAKEHOLDERS
4. GET CLIENTS DEVELOP SHARED UNDERSTANDING SET EXPECTATIONS FACILITATE COLLABORATION DETACH
5. 5 GET CLIENTS
6. Word of Mouth
7. ❝ The keys to getting referrals: 1. Be pleasant to work with 2. Do good work — Mike Monteiro
8. Word of Mouth Show, don’t tell
9. Word of Mouth Show, don’t tell Don’t overwhelm
10. Word of Mouth Show, don’t tell Don’t overwhelm Mission impossible ready
11. Word of Mouth Show, don’t tell Don’t overwhelm Mission impossible ready Prototype the relationship
12. 4 DEVELOP SHARED UNDERSTANDING
13. ❝ Teams that attain a shared understanding are far more likely to get a great design than those teams who fail to develop a common perception of the project’s goals and outcome. — Jared Spool
14. Audit everything
15. Audit everything Conduct usability testing
16. Audit everything Conduct usability testing Forget no one
17. Audit everything Conduct usability testing Forget no one Define the project goal
18. Audit everything Conduct usability testing Forget no one Define the project goal Establish policies
19. WHAT POLICIES?
    – Web standards conformance – Content parity – Performance budget – Information budget
    – Accessibility conformance – Google’s PageSpeed score
20. Audit everything Conduct usability testing Forget no one Define the project goal Establish policies Prototype general direction
21. ❝ The trick is to delay precise specification of the product requirements until some iterative testing with rapidly deployed prototypes has been done, while still keeping tight control over schedule, budget and quality. — Don Norman
22. 3 SET EXPECTATIONS
23. Chunk the project
24. Chunk the project Create an availability plan
25. Chunk the project Create an availability plan Project timeline → Journey map
26. TROUBLE SPOT LOW POINT HIGH POINT ADAPTIVE PATH'S GUIDE TO EXPERIENCE MAPPING http://mappingexperiences.com
27. 2 FACILITATE COLLABORATION
28. ❝ Producing a good product requires a lot more than good technical skills: it requires smoothly functioning, cooperative and respectful organization. — Don Norman
29. Include everyone
30. Include everyone Meet them where they are
31. Include everyone Meet them where they are Send small updates often
32. Include everyone Meet them where they are Send small updates often Remind them how to sketch
33. Include everyone Meet them where they are Send small updates often Remind them how to sketch Use simple tools
34. TOOLS – task lists
    – prototypes – workshops – design sprints – meeting minutes
35. 1 DETACH
36. No personal preferences
37. ❝ Sometimes we have to be the one without opinions or preferences so we can weight all the opinions and find the best way forward for everyone involved. — Abby Covert
38. No personal preferences Make the client look good
39. No personal preferences Make the client look good If you love it, set it free
40. No personal preferences Make the client look good If you love it, set it free Don’t burn bridges
41. HVALA! Marko Dugonjić Creative Nights
    DaFED, Novi Sad, 03. 02. 2016