CLIENT
EXPERIENCE
DESIGN
Marko Dugonjić
Creative Nights
DaFED, Novi Sad, 03. 02. 2016
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Creative Nights
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Source: h p://blog.njuskalo.hr/brojke-koje-pricaju-pricu
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20.000.000
MONTHLY VISITS
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20.000.000
MONTHLY VISITS
4.500.000
POPULATION OF CROATIA
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90.000
EMPLOYEES
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CLIENT
EXPERIENCE
DESIGN
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❝
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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STAKEHOLDERS
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5
GET CLIENTS
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Word of Mouth
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❝
The keys to getting referrals:
1. Be pleasant to work with
2. Do good work
— Mike Monteiro
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Word of Mouth
Show, don’t tell
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Word of Mouth
Show, don’t tell
Don’t overwhelm
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Word of Mouth
Show, don’t tell
Don’t overwhelm
Mission impossible ready
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Word of Mouth
Show, don’t tell
Don’t overwhelm
Mission impossible ready
Prototype the relationship
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4
DEVELOP SHARED
UNDERSTANDING
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❝
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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Audit everything
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Audit everything
Conduct usability testing
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Audit everything
Conduct usability testing
Forget no one
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Audit everything
Conduct usability testing
Forget no one
Define the project goal
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Audit everything
Conduct usability testing
Forget no one
Define the project goal
Establish policies
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WHAT POLICIES?
– Web standards conformance
– Content parity
– Performance budget
– Information budget
– Accessibility conformance
– Google’s PageSpeed score
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Audit everything
Conduct usability testing
Forget no one
Define the project goal
Establish policies
Prototype general direction
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❝
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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3
SET EXPECTATIONS
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Chunk the project
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Chunk the project
Create an availability plan
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Chunk the project
Create an availability plan
Project timeline → Journey map
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TROUBLE SPOT
LOW POINT
HIGH POINT
ADAPTIVE PATH'S GUIDE TO
EXPERIENCE
MAPPING
http://mappingexperiences.com
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2
FACILITATE
COLLABORATION
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❝
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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Include everyone
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Include everyone
Meet them where they are
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Include everyone
Meet them where they are
Send small updates often
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Include everyone
Meet them where they are
Send small updates often
Teach them to sketch
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Include everyone
Meet them where they are
Send small updates often
Teach them to sketch
Use simple tools
❝
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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No personal preferences
Make the client look good
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No personal preferences
Make the client look good
If you love it, set it free
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No personal preferences
Make the client look good
If you love it, set it free
Don’t burn bridges
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HVALA!
Marko Dugonjić
Creative Nights
DaFED, Novi Sad, 03. 02. 2016