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Client Experience Design @ DaFED Novi Sad

Marko Dugonjić
February 03, 2016

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.

Marko Dugonjić

February 03, 2016
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  1. CLIENT
    EXPERIENCE
    DESIGN
    Marko Dugonjić
    Creative Nights
    DaFED, Novi Sad, 03. 02. 2016

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  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

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  3. CLIENTS
    — and —
    STAKEHOLDERS

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  4. GET CLIENTS
    DEVELOP SHARED UNDERSTANDING
    SET EXPECTATIONS
    FACILITATE COLLABORATION
    DETACH

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  5. 5
    GET CLIENTS

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  6. Word of Mouth

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  7. The keys to getting referrals:
    1. Be pleasant to work with
    2. Do good work
    — Mike Monteiro

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  8. Word of Mouth
    Show, don’t tell

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  9. Word of Mouth
    Show, don’t tell
    Don’t overwhelm

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  10. Word of Mouth
    Show, don’t tell
    Don’t overwhelm
    Mission impossible ready

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  11. Word of Mouth
    Show, don’t tell
    Don’t overwhelm
    Mission impossible ready
    Prototype the relationship

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  12. 4
    DEVELOP SHARED
    UNDERSTANDING

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  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

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  14. Audit everything

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  15. Audit everything
    Conduct usability testing

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  16. Audit everything
    Conduct usability testing
    Forget no one

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  17. Audit everything
    Conduct usability testing
    Forget no one
    Define the project goal

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  18. Audit everything
    Conduct usability testing
    Forget no one
    Define the project goal
    Establish policies

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  19. WHAT POLICIES?
    – Web standards conformance
    – Content parity
    – Performance budget
    – Information budget
    – Accessibility conformance
    – Google’s PageSpeed score

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  20. Audit everything
    Conduct usability testing
    Forget no one
    Define the project goal
    Establish policies
    Prototype general direction

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  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

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  22. 3
    SET EXPECTATIONS

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  23. Chunk the project

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  24. Chunk the project
    Create an availability plan

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  25. Chunk the project
    Create an availability plan
    Project timeline → Journey map

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  26. TROUBLE SPOT
    LOW POINT
    HIGH POINT
    ADAPTIVE PATH'S GUIDE TO
    EXPERIENCE
    MAPPING
    http://mappingexperiences.com

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  27. 2
    FACILITATE
    COLLABORATION

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  28. Producing a good product requires a lot more than
    good technical skills: it requires smoothly
    functioning, cooperative and respectful
    organization.
    — Don Norman

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  29. Include everyone

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  30. Include everyone
    Meet them where they are

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  31. Include everyone
    Meet them where they are
    Send small updates often

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  32. Include everyone
    Meet them where they are
    Send small updates often
    Remind them how to sketch

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  33. Include everyone
    Meet them where they are
    Send small updates often
    Remind them how to sketch
    Use simple tools

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  34. TOOLS
    – task lists
    – prototypes
    – workshops
    – design sprints
    – meeting minutes

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  35. No personal preferences

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  36. 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

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  37. No personal preferences
    Make the client look good

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  38. No personal preferences
    Make the client look good
    If you love it, set it free

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  39. No personal preferences
    Make the client look good
    If you love it, set it free
    Don’t burn bridges

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  40. HVALA!
    Marko Dugonjić
    Creative Nights
    DaFED, Novi Sad, 03. 02. 2016

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