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Talking to Stakeholders
13 Communication Anti-Patterns That Block Good Ideas
UX Australia, Brisbane, 27 August 2015
UX AUS...
That’s my
Client from Hell’s
line!
The gameshow where we ask you,
What the hell does your client’s line mean?
I’ll show you a piece of feedback from
ClientsFromHell.net
You tell me what
the client is really saying
Question 1
“We want the design to be intentionally confusing
to show how complicated the concept is.”
“We’ve conflated comp...
Question 2
“Don’t use sky blue as a“feelgood”background
color. It’s not essential for our users to feel good as
long as th...
Question 3
“Our main goal is to get people to sign up to our
newsletter, we need a huge green sign up
button in the middle...
Final Scores
Clients Designers
3 3
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

LANGUAGE
ANTI-PATTERNS
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

SPEAKING DIFFERENT
LANGUAGES
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

NO CONSISTENT DESIGN
LANGUAGE
HAVING DIFFERE...
Speaking different languages
STAKEHOLDER SAFARI
THE MEETING BEFORE /
AFTER THE MEETING
STEP BACK
PLAY IT BACK
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipa...
PRESENTING
ANTI-PATTERNS
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

PRESENTING WITHOUT
CONTEXTUALISING
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

ASSUMING OTHERS DON’T
GET DESIGN
THROW...
Presenting without contextualising
PREPARE FOR PRESENTATION
BE PRESENT TO PRESENT
CASTING FEEDBACK
SET SCOPE EXPECTATIONS
ACTIVELY CONFIRM
UX AUSTRALIA 2015 ...
WORKING PRACTICE
ANTI-PATTERNS
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

BEING IN THE ROOM, BUT
NOT PRESENT
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

NOT EMBRACING
EVERYONE’S GOALS
LIVING ...
Being in the room, but not present
IN-PERSON ACCESS
STENOGRAPHER’S PATTERN
LIFE IN MONO
SCARY FACE PATTERN
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

DEFENDING
ANTI-PATTERNS
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

RESPONDING TO TONE, NOT
CONTENT
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

NOT DEFENDING HARD
ENOUGH
DEFENDING TOO H...
Not defending hard enough
ARRIVE VIA MoSCoW
BEGINNING, MIDDLE + END
SNAP THE ELASTIC USER
EDUCATE
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

Thanks!
Martina Hodges-Schell
@polaroidgrrl
@13antipatterns
UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

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UX Australia 2015 - Talking to Stakeholders, 13 Anti-patterns

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Why does so much good design die at the review stage? Why do so many stakeholders disregard the importance of UX? And why do developers ride roughshod over our specs? Martina Hodges-Schell would argue that a lot of the time it’s down to interpersonal anti-patterns: behaviours that we use in good faith that never quite have the effect we expect them to. If you’ve ever justified a design decision by telling the client you have x years of experience, then you know what Martina’s talking about!

The job of design isn’t finished when you save the file and close the app: now you have to explain and justify your decisions to the rest of the team. Great design should be able to speak for itself, but in the workplace it’s not always so easy. Your work will find acceptance more easily if you’re able to speak the stakeholders’ language, visibly embrace everyone’s values and explain why your own UX aims are aligned with the business needs.

Martina walks through the 13 most common anti-patterns that designers suffer from when it comes to communicating their work. She’ll show you how to spot when you’re falling into an anti-pattern and offer positive patterns to recover with. From the first moments of a new project to the post-release test plan, identifying and overcoming your anti-patterns can make your working life happier and more productive, and speed you up the career ladder.

With a little time and practice, you’ll be able to gather more valuable feedback, engage stakeholders and clients on a deeper level and find more efficient methods to communicate with the whole team.

Veröffentlicht in: Design
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UX Australia 2015 - Talking to Stakeholders, 13 Anti-patterns

  1. 1. Talking to Stakeholders 13 Communication Anti-Patterns That Block Good Ideas UX Australia, Brisbane, 27 August 2015 UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  2. 2. That’s my Client from Hell’s line! The gameshow where we ask you, What the hell does your client’s line mean?
  3. 3. I’ll show you a piece of feedback from ClientsFromHell.net You tell me what the client is really saying
  4. 4. Question 1 “We want the design to be intentionally confusing to show how complicated the concept is.” “We’ve conflated complex with confusing, and we need a design solution that communicates the complexity without sacrificing usability.”
  5. 5. Question 2 “Don’t use sky blue as a“feelgood”background color. It’s not essential for our users to feel good as long as they spend money.” “You need to make the case for the link between user satisfaction and profit.”
  6. 6. Question 3 “Our main goal is to get people to sign up to our newsletter, we need a huge green sign up button in the middle of the page, like on twitter.com” “Our KPI is to increase signups so your job is to sell us a better solution.”
  7. 7. Final Scores Clients Designers 3 3
  8. 8. UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  9. 9. LANGUAGE ANTI-PATTERNS UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  10. 10. SPEAKING DIFFERENT LANGUAGES UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns
 NO CONSISTENT DESIGN LANGUAGE HAVING DIFFERENT KPIs LANGUAGE ANTI-PATTERNS
  11. 11. Speaking different languages
  12. 12. STAKEHOLDER SAFARI THE MEETING BEFORE / AFTER THE MEETING STEP BACK PLAY IT BACK UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  13. 13. PRESENTING ANTI-PATTERNS UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  14. 14. PRESENTING WITHOUT CONTEXTUALISING UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns
 ASSUMING OTHERS DON’T GET DESIGN THROWING DELIVERABLES OVER THE FENCE PRESENTING ANTI-PATTERNS
  15. 15. Presenting without contextualising
  16. 16. PREPARE FOR PRESENTATION BE PRESENT TO PRESENT CASTING FEEDBACK SET SCOPE EXPECTATIONS ACTIVELY CONFIRM UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  17. 17. WORKING PRACTICE ANTI-PATTERNS UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  18. 18. BEING IN THE ROOM, BUT NOT PRESENT UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns
 NOT EMBRACING EVERYONE’S GOALS LIVING IN THE DELIVERABLES INSISTING ON PERFECTION WORKING ANTI-PATTERNS
  19. 19. Being in the room, but not present
  20. 20. IN-PERSON ACCESS STENOGRAPHER’S PATTERN LIFE IN MONO SCARY FACE PATTERN UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  21. 21. DEFENDING ANTI-PATTERNS UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  22. 22. RESPONDING TO TONE, NOT CONTENT UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns
 NOT DEFENDING HARD ENOUGH DEFENDING TOO HARD DEFENDING ANTI-PATTERNS
  23. 23. Not defending hard enough
  24. 24. ARRIVE VIA MoSCoW BEGINNING, MIDDLE + END SNAP THE ELASTIC USER EDUCATE UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns

  25. 25. Thanks! Martina Hodges-Schell @polaroidgrrl @13antipatterns UX AUSTRALIA 2015 @POLAROIDGRRL
#13antipatterns


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