interactions with clients, breaking borders, june 2014

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Interactions with clients @MarianaMota www.marianamota.com

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WORKING WITH CLIENTS: UNDERSTAND THEM AND THEY’LL UNDERSTAND YOU To get your client to trust your expertise and design decisions can sometimes be tricky. The trust starts with your first interactions with them and it’s important throughout the relationship. Their buy-in on your designs depends on this trust as well as their backgrounds, situations that they are facing and personalities. Mariana will share her experience and techniques working with clients, from empathy to communication. http://breakingborde.rs/past-events/the-creative-i/

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Page 1: Interactions with clients, Breaking Borders, June 2014

Interactions with clients

@MarianaMota www.marianamota.com

Page 2: Interactions with clients, Breaking Borders, June 2014

Move 1 pixel to the left. Users won’t

scroll.

My parrot didn’t like it.

Page 3: Interactions with clients, Breaking Borders, June 2014

Good client relationships

Empathy

Communication

Trust

Page 4: Interactions with clients, Breaking Borders, June 2014

Empathy

Page 5: Interactions with clients, Breaking Borders, June 2014

“Empathy is the art of stepping imaginatively into the shoes of another person, understanding their feelings and perspectives, and using that understanding to guide your actions.”

Roam Krznaric, Empathy: A Handbook for Revolution

Page 6: Interactions with clients, Breaking Borders, June 2014

Photos: http://www.bouty.net/2013/11/empathy-map-a-simple-canvas-for-customer-insigths/ http://www.uxforthemasses.com/blog/wp-content/uploads/2013/11/Personas.jpg

Page 7: Interactions with clients, Breaking Borders, June 2014

Who is your client?

Page 8: Interactions with clients, Breaking Borders, June 2014

Who is your client?• Why

• Background

• Work environment

• Fears

• Expectations

Page 9: Interactions with clients, Breaking Borders, June 2014

Warmth & Competence

Page 10: Interactions with clients, Breaking Borders, June 2014

“Prioritising warmth helps you connect immediately with those around you, demonstrating that you hear them, understand them, and can be trusted by them.”

“Connect then lead” by Amy Cuddy on Harvard Business Review http://hbr.org/2013/07/connect-then-lead/

Page 11: Interactions with clients, Breaking Borders, June 2014

In practice

Know who you are meeting Meet clients early

Observe body languages

Connect (warmth)

Face-to-face conversations

Informal chats

HALT (hungry, angry, lonely, tired)

Before meeting First meeting Ongoing relationship

Page 12: Interactions with clients, Breaking Borders, June 2014

Communication

Page 13: Interactions with clients, Breaking Borders, June 2014

“Listening is not an automatic pilot. It is a conscious decision… stop everything you’re thinking and listen. (…) Focus externally. Turn off your ego. (…) Give the stage in your head to someone else!”

Sunni Brown

Page 14: Interactions with clients, Breaking Borders, June 2014

“Talking is like eating dessert whereas listening is like eating vegetables.”

Rob LaZebnik, The Simpsons writer

Page 15: Interactions with clients, Breaking Borders, June 2014

Verbal communication

Page 16: Interactions with clients, Breaking Borders, June 2014

Facilitator & Leader

Facilitator-mode Leader-mode

Warmth Competence

Neutral Expert

Actively listening Direct

Passive language Muscular language

Briefing meeting & workshops

Presenting designs & expert opinion

Page 17: Interactions with clients, Breaking Borders, June 2014

Use “muscular” language“Muscular language is active, definite and positive. It lacks hesitation, clutter and passivity.”

http://hbr.org/2014/06/women-find-your-voice/ar/3

Instead of Use this

How about…? I strongly suggest…

I tend to agree. That’s absolutely right, and here’s why…

I agree. I agree completely, because…

Maybe we can… Here is my plan…

Well, what if…? I recommend…

Page 18: Interactions with clients, Breaking Borders, June 2014

Non-verbal communication

Page 19: Interactions with clients, Breaking Borders, June 2014

Photo https://paw.princeton.edu/issues/2014/04/02/pages/3548/index.xml?page=2&

High-power poses Low-power poses

Gain confidence

Page 20: Interactions with clients, Breaking Borders, June 2014

In practice

Know who you are meeting Meet clients early

Observe body languages

Connect (warmth)

Agree communication channels

Listen actively and ask questions

Face-to-face conversations

Informal chats

HALT (hungry, angry, lonely, tired)

Agile retrospectives

Speak their language. Avoid jargon

Nominate 1 person to give feedback

Before meeting First meeting Ongoing relationship

Agenda

Page 21: Interactions with clients, Breaking Borders, June 2014

Trust

Page 22: Interactions with clients, Breaking Borders, June 2014

Bother to explain.

Page 23: Interactions with clients, Breaking Borders, June 2014

In practice

Know who you are meeting

Proposals

Meet clients early

Observe body languages

Connect (warmth)

Agree communication channels

Listen actively and ask questions

Face-to-face conversations

Informal chats

HALT (hungry, angry, lonely, tired)

Agile retrospectives

Usability testing

Show designs early and often

Speak their language. Avoid jargon

Explain, explain, explain

Nominate 1 person to give feedback

Introduce yourself

Explain design process and deliverables

Before meeting First meeting Ongoing relationship

Agenda

Page 24: Interactions with clients, Breaking Borders, June 2014

Thank you!

Any questions?

@MarianaMota www.marianamota.com