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Clients Don't Suck (Resolving Common Blockers That Stifle UX)

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Clients don't suck EVGENIA (JENNY) GRINBLO / #NUX4


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INTRODUCTION / ON CLIENTS The client-as-a-nightmare cliché CLIENTSFROMHELL.NET @GRINBLO \ #NUX4


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INTRODUCTION / ON CLIENTS @GRINBLO \ #NUX4 This is serious business


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@GRINBLO \ #NUX4 INTRODUCTION / ON CLIENTS The ideal scenario Our 
 expertise Our clients’ 
 expertise


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? ? ? ? ? ? ? ? ?


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INTRODUCTION / ON CLIENTS BUT FIRST, SOME HOMEWORK: Pick one method 
 to try for yourself @GRINBLO \ #NUX4


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@GRINBLO \ #NUX4 INTRODUCTION / ON CLIENTS Prevention is the best medicine https://www.flickr.com/photos/nlireland/


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Condition #1 Image from page 218 of "Rider's Washington; a guide book for travelers, with 3 maps and 22 plans" (1922)


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CONDITION 1 Symptoms “I am the user” 
 
 Opinions drive design decisions 
 Stakeholders disagree Surprise features @GRINBLO \ #NUX4 Reasons Repeating the same process and tool they’re used to using in another context


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CONDITION 1 @GRINBLO \ #NUX4 Try this Shift the conversation from ‘making decisions’ to designing for real people


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Bring users’ voices into the boardroom Guerrilla user testing Put assumptions about users on paper


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Bring users’ voices into the boardroom Grandfather Telling a Story Albert Anker (1884)


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Bring users’ voices into the boardroom Guerrilla user testing Put assumptions My biggest about complaint users on paper coming to an event like this… Grandfather Telling a Story Albert Anker (1884)


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Bring users’ voices into the boardroom Guerrilla user testing Put assumptions about users on paper


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CUSTOMER PROFILE VOLUNTEERS GAINS Bring them closer to the user research Put assumptions about users on paper PAINS Method source: Value Proposition Design 
 by Strategyzer


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CONDITION 1 Give users a seat in the boardroom @GRINBLO \ #NUX4


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Condition #2 Image from page 976 of "Dr. Evans' How to keep well;" (1917)


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CONDITION 2 Symptoms Spending time on details right away Big portions of budget spent on small “wow elements” Not being able to summarize the product or who it’s for @GRINBLO \ #NUX4 Reasons Comfortable with how but not with what or why


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CONDITION 2 Try this Zoom out of the detail and the interface @GRINBLO \ #NUX4


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Storyboard Ruthless prioritization Which business goal is this for?


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CONDITION 2 @GRINBLO \ #NUX4 MICK MOUNTZ (TED) / What happens inside those massive warehouses? https://www.ted.com/talks/mick_mountz_the_hidden_world_of_box_packing#t-186129


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CONDITION 2 @GRINBLO \ #NUX4


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Storyboard Ruthless prioritization Which business goal is this for?


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Feature 31 Feature 78 Feature 92 Feature 203 Ruthless prioritization Feature 78 Feature 3 Feature 92


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Storyboard Ruthless prioritization Which business goal is this for?


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@GRINBLO \ #NUX4 CONDITION 2 Refer to tangible things that show the vision for the product Image from page 456 of "Practical physics" (1922)
 https://www.flickr.com/photos/internetarchivebookimages/


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Condition #3 Image taken from page 394 of 'Memoirs of Bartholomew Fair ... Fourth edition'


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CONDITION 3 Symptoms “Can you just spruce this up?” Asking for a high-fidelity design to communicate an idea Involving UX last Reasons Confusion about the value of UX and what we can do to help


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Try this Empower your clients to participate, not just judge


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Ask difficult questions Expose your decision-making Clients aren't there with you, so they only see the last step in a long chain of thinking Scare them


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How will you know if the project is successful? Ask difficult questions How will this app make money? What kind of customer is most important to your business and why? Expose your decision-making Scare them


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How will you know if the project is successful? Ask difficult questions How will this app make money? What kind of customer is most important to your business and why? Expose your decision-making Scare them


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CONDITION 3 / EXAMPLE Talk to me in benefits Back Article Bookmark Can you read this? Doctor with 'world's messiest handwriting' baffles patient Read the PDF Benefit E-mail me the PDF he handwriting of doctors and teachers has long since been ridiculed by the rest of the working world. But some doctors are worse than others, as this incredible image shared on Imgur shows. In a post entitled: " Why your prescription isn't ready in 15 minutes ", there appear to be a series of squiggles and bumps more resembling a heart monitor's output than actual written english Benefit


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Ask difficult questions Expose your decision-making Clients aren't there with you, so they only see the last step in a long chain of thinking Scare them


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CONDITION 3 / EXAMPLE Explain the consequences of getting UX right in your client’s terms 1/5 of apps are abandoned after 1 use Re-working code = x100 the cost 15% of software projects are abandoned The ROI of User Experience http://www.youtube.com/watch?v=O94kYyzqvTc 
 http://info.localytics.com/blog/app-retention-improves


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Bring user voices into the boardroom Guerrilla user testing Put assumptions about users on paper Storyboard Ruthless prioritization Which business goal is this for? Ask difficult questions Expose your decisionmaking Scare them 
 
 (educate about value / risks of UX work)


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CONCLUSION / LAST WORDS Create your diagonosis and methods toolkit


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CONCLUSION / LAST WORDS My work My work’s potential in
 a world with no clients My Work Client dragging you down vs. + Ideas we 
 create together + Client knowledge, expertise, support Client propping you up


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CONCLUSION / LAST WORDS My reminder that my work isn’t just on screens >


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Thank you! :) (+Send me your homework) @grinblo jenny@futureworkshops.com


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