Client Experience Design @ DaFED Novi Sad

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

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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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CLIENTS — and — STAKEHOLDERS

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GET CLIENTS DEVELOP SHARED UNDERSTANDING SET EXPECTATIONS FACILITATE COLLABORATION DETACH

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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 Remind them how to sketch

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

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

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1 DETACH

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No personal preferences

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❝ 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