Clients: How to Engage, Educate and Delight

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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

Text of Clients: How to Engage, Educate and Delight

uxSummit_RunkelFinal061214

UX STRATEGIES SUMMIT , SAN FRANCISCO

Clients How to engage, educate, & delight. JUNE 12, 2014 !Scott Runkel scottrunkel.org @scottrunkel instagram.com/scottrunkel

AGENCY CLIENT

DELIGHTEDUCATEENGAGE

*

A Method.

ENGAGE.

ENGAGE EDUCATE DELIGHT

Its not about you.

1ENGAGE EDUCATE DELIGHT

1Its not about you.

We need to go from this

Designer

CLIENT

ENGAGE EDUCATE DELIGHT

1Its not about you.

To this

Designer Client

ENGAGE EDUCATE DELIGHT

Why to believe in others? a message from Viktor Frankl, neurologist, legendary psychiatrist and Holocaust-survivor

Its not about you.

ENGAGE EDUCATE DELIGHT

http://www.ted.com/talks/viktor_frankl_youth_in_search_of_meaning

1Its 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

1Its 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

Be Curious

2ENGAGE EDUCATE DELIGHT

2ENGAGE EDUCATE DELIGHT

Be Curious

10yo 8yo

Childlike Wonder

2Be Curious

ENGAGE EDUCATE DELIGHT

LIFEHACK.ORG4 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.

2Be Curious

ENGAGE EDUCATE DELIGHT

LIFEHACK.ORG4 Reasons Why Curiosity is Important and How to Develop It

Keep an open mind.

Dont take things as granted.

Ask questions relentlessly.

Dont label something as boring.

2Master the art of asking good questions.

!!

A. Dont ask Yes or No questions.

B. Dig Deeper !

C. Use the Power of Silence

D. Dont Interrupt !

ENGAGE EDUCATE DELIGHT

2Master 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 whats produced is of value. !

Builds empathy for the client relationship.

ENGAGE EDUCATE DELIGHT

Know when to lead vs. follow.

3ENGAGE EDUCATE DELIGHT

3Know 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

3Know 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

Always, ALWAYS, go the extra mile.

4ENGAGE EDUCATE DELIGHT

4Always, 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 havent defined.

ENGAGE EDUCATE DELIGHT

4Always, 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

EDUCATE.

ENGAGE EDUCATE DELIGHT

Make something. 1

ENGAGE EDUCATE DELIGHT

Make something. !!

Make it. Break it. !

WHY THIS MATTERS Bringing clients into the process of making, or using

what youve added, creates a bond with the information presented. It becomes memorable.

1ENGAGE EDUCATE DELIGHT

Tell the truth.2

ENGAGE EDUCATE DELIGHT

2Tell the truth.

If the client were always right, they wouldnt 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

Have a Point-Of-View. !

3ENGAGE EDUCATE DELIGHT

3Have 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

Listen.4

ENGAGE EDUCATE DELIGHT

Listen. !!

Our most critical skill is that of listening. !

1. Be Relentlessly Curious

2. Challenge assumptions !

3. Connect the dots (active listening)

4ENGAGE EDUCATE DELIGHT

Listen. !!

Why this matters Better understanding who you are working for and with enables you to curate your most relevant knowledge.

4ENGAGE EDUCATE DELIGHT

DELIGHT.

ENGAGE EDUCATE DELIGHT

Prepare Yourself.1

ENGAGE EDUCATE DELIGHT

1Prepare Yourself.

!!

BE GOOD MINDSET !

Proving !

Demonstrating Skill !

Performing Better Than Others

Heidi Grant Halvorson: The Incredible Benefits of a "Get Better" Mindset

ENGAGE EDUCATE DELIGHT

1Prepare Yourself.

http://99u.com/videos/22655/heidi-grant-halvorson-the-incredible-benefits-of-a-get-better-mindset

Heidi Grant Halvorson: The Incredible Benefits of a "Get Better" Mindset

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 clients business as well as they do

!NO SURPRISES!

!!

2ENGAGE EDUCATE DELIGHT

Thank You.

SCOTT RUNKEL scottrunkel.org @scottrunkel instagram.com/scottrunkel 678.938.6203