Closing keynote presentation, 2014 UX Strategy Summit, San Francisco.
The following are the videos played and referenced during the presentation:
Slide 9: "Why To Believe In Others?"
http://bit.ly/1g0OJnF
Viktor Frankl, 1972.
Slide 37: "The Incredible Benefits of a "Get Better" Mindset"
http://bit.ly/1aZ19Ay
Heidi Grant Halvorson
NO1 Trending kala jadu Love Marriage Black Magic Punjab Powerful Black Magic ...
Clients: How to Engage, Educate and Delight.
1. UX STRATEGIES SUMMIT , SAN FRANCISCO
Clients –
How to engage,
educate, & delight.
JUNE 12, 2014
!
Scott Runkel
scottrunkel.org
@scottrunkel
instagram.com/scottrunkel
7. 1
It’s not about you.
We need to go from this…
Designer
CLIENT
ENGAGE
EDUCATE
DELIGHT
8. 1
It’s not about you.
To this…
Designer Client
ENGAGE
EDUCATE
DELIGHT
9. “Why to believe in others?”
– a message from Viktor Frankl,
neurologist, legendary psychiatrist
and Holocaust-survivor
It’s not about you.
ENGAGE
EDUCATE
DELIGHT
http://www.ted.com/talks/viktor_frankl_youth_in_search_of_meaning
10. 1
It’s not about you.
Said in a slightly different way, in each of us, there lives
a desire to determine our meaning and purpose
in life, regardless of who we are and where we come from.
!
Acknowledging this in others, through collaboration
can enable each of us to reach
our full potential.
ENGAGE
EDUCATE
DELIGHT
11. 1
It’s not about you.
WHY THIS MATTERS
Builds a conviction in you to help the client succeed.
Builds empathy for their position and role.
- - - - -
* Generate mindmap of the “day-in-the-life” of the client.
* Apply design methods to the client.
ENGAGE
EDUCATE
DELIGHT
14. 2
Be Curious
ENGAGE
EDUCATE
DELIGHT
LIFEHACK.ORG
4 Reasons Why Curiosity is Important and How to Develop It
• Your mind becomes active vs. passive.
• It makes your mind observant of new ideas.
• It opens up new worlds of possibilities.
• It brings excitement into your life.
16. 2
Master the art of asking good questions.
!
!
A. Don’t ask Yes or No questions.
B. Dig Deeper
!
C. Use the Power of Silence
D. Don’t Interrupt
!
ENGAGE
EDUCATE
DELIGHT
17. 2
Master the art of asking good questions.
!
!
WHY THIS MATTERS
Asking the most appropriate questions at the most appropriate
times uncovers key objective and subjectives insight you can use
to ensure what’s produced is of value.
!
Builds empathy for the client relationship.
ENGAGE
EDUCATE
DELIGHT
18. Know when to
lead vs. follow.
3
ENGAGE
EDUCATE
DELIGHT
19. 3
Know when to lead vs. follow.
Yes, you are paid to “lead” an engagement, initiative, or project.
The reality is that the client is also paid to do the same thing.
ENGAGE
EDUCATE
DELIGHT
R A C I
20. 3
Know when to lead vs. follow.
WHY THIS MATTERS
Giving the client room to work, have a point-of-view
shows respect and confidence.
ENGAGE
EDUCATE
DELIGHT
22. 4
Always, ALWAYS, go the extra mile.
Nothing is better, as a client, than receiving the call from a
partner to have him or her share their thinking about a problem
I haven’t defined.
ENGAGE
EDUCATE
DELIGHT
23. 4
Always, ALWAYS, go the extra mile.
WHY THIS MATTERS
Illustrating a strong work-ethic creates infectious commitment.
That intensity reinforces the value of your time/work.
ENGAGE
EDUCATE
DELIGHT
26. Make something.
!
!
Make it. Break it.
!
WHY THIS MATTERS
Bringing clients into the process of making, or using
what you’ve added, creates a bond with the information presented.
It becomes memorable.
1
ENGAGE
EDUCATE
DELIGHT
28. 2
Tell the truth.
If the client were always right, they wouldn’t need a partner.
!
WHY THIS MATTERS
To move “upstream” in the relationship, it often
involves telling the truth, which can be disruptive,
and productive.
ENGAGE
EDUCATE
DELIGHT
30. 3
Have a Point-of-View.
!
!
Clients want participants, not attendees.
!
WHY THIS MATTERS
To move “upstream” in the relationship, you need to
articulate an informed point-of-view
!
ENGAGE
EDUCATE
DELIGHT
32. Listen.
!
!
Our most critical skill is that of listening.
!
1. Be Relentlessly Curious
2. Challenge assumptions
!
3. Connect the dots (active listening)
4
ENGAGE
EDUCATE
DELIGHT
33. Listen.
!
!
Why this matters
Better understanding who you are working for and with
enables you to curate your most relevant knowledge.
4
ENGAGE
EDUCATE
DELIGHT
38. Gain extreme clarity on business goals and metrics
!
Relentlessly connect your ideas and approach to their
potential to meet goals and metrics
Always be two steps ahead of the client
!
Know client’s business as well as they do
!
NO SURPRISES!
!
2
ENGAGE
EDUCATE
DELIGHT