empathy for idiots
DESCRIPTION
Nightmare clients. Everyone has them at one time or another. They ask for absurd combinations of features and no budget to support them. They ask for work to be done on ridiculously tight deadlines. We rage about these clients. If only they knew better. If only they would listen to us. If only they weren't so...so stupid. The reality is, these clients have a reality of their own. They are dealing with the pressures and requirements of their business, many of which are only loosely connected our work. Some of the decisions they make have drivers that may not be immediately apparent to us. If we start trying to see how their business looks from their perspective, they may start to seem less crazy to us. Engaging our clients with empathy allows us to go beyond just "doing work" for them. It sets up a relationship with the client that allows us to start the design and development process from the right assumptions. We become a partner to them in their business, see what their goals actually are, and are able to give them the guidance and advice that they truly need. In this short talk, we will look at how focusing on empathy with clients can improve our working relationship with them. Empathy can build trust and allow us to make the best decisions from a well-informed perspective. It might also save our sanity.TRANSCRIPT
© 2014 Phase2
Empathy For Idiots: Becoming a Better Partner
For Your Clients
9 November 2014
BADCamp 2014
© 2014 Phase2
Who Are Clients?
● “Traditional” clients: work-for-hire● Ongoing partnerships● Stakeholders in an internal organization● Customers
© 2014 Phase2
“My Clients Are…”
● Idiots● Incompetent● Difficult● Insane● Frustrating● Toxic● Demanding● Confused● Always Mad● Jerks● A**holes
© 2014 Phase2 Q*Bert © Gottlieb
© 2014 Phase2
Your Clients Actually...
● Human beings● Are dealing with problems you may never have considered● Have skills and knowledge that you don’t● Have a better understanding of their business than you
● (Maybe still kind of difficult)
© 2014 Phase2
What Would We Like?
● Less stress, better relationships● To get it right the first time● Better insight for better recommendations● Trust and further engagement
Empathy can help us achieve these goals.
© 2014 Phase2
Empathy For Idiots?
Image copyright © 2014 Matthew Inman. http://theoatmeal.com/comics/design_hell
© 2014 Phase2
Empathy For Idiots?
https://www.flickr.com/photos/kevinmarsh/5903424338
https://www.flickr.com/photos/kevinmarsh/5903424338
© 2014 Phase2
What Is Empathy?
© 2014 Phase2 https://www.flickr.com/photos/thatgirlcrystal/6660793217
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Sympathy
© 2014 Phase2
Empathy
https://www.flickr.com/photos/49333775@N00/3775013030
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● Seeing and respecting others’ perspectives● Staying out of judgement● Recognizing emotion in others● Communicating emotion and understanding
Four Qualities of Empathy
Wiseman, T. (1996), A concept analysis of empathy. Journal of Advanced Nursing, 23: 1162–1167. doi: 10.1046/j.1365-2648.1996.12213.x
© 2014 Phase2
© 2014 Phase2
How Can We Develop Empathy?
© 2014 Phase2
● Sometimes the best thing you can do is be quiet.
● Use leading questions.
Observe: Listen
https://www.flickr.com/photos/alancleaver/4102645583/
© 2014 Phase2
● Meditation can be helpful.
● Learn to see your reactions as your own thoughts and feelings.
Observe: Know Yourself
https://www.flickr.com/photos/andrewmorrell/74859482
© 2014 Phase2
● Don’t limit yourself to ideas you already agree with.
● Make sure you diversify who you interact with.
Observe: Understand Diversity
https://www.flickr.com/photos/librarianbyday/4301281196/
© 2014 Phase2
● Relationship communication technique
● Reword the other party’s statement back to them
Communicate: Restate
© Tom Gauld
© 2014 Phase2
● Often the listener tries to help.○ It’s not so bad...○ Look on the bright side..○ Why don’t you try…?
Communicate: Don’t Invalidate
https://www.flickr.com/photos/librarianbyday/4301281196/
© 2014 Phase2
Empathy in Action
© 2014 Phase2
Get to Know Your Clients
https://www.flickr.com/photos/lenartney/4466889242
© 2014 Phase2
© 2014 Phase2
© 2014 Phase2
© 2014 Phase2
Example: Carousels
http://shouldiuseacarousel.com/
© 2014 Phase2
Example: Carousels
http://shouldiuseacarousel.com/
© 2014 Phase2
Example: Your Product Owner
https://www.flickr.com/photos/joepemberton/2886313920/
© 2014 Phase2
Example: Your Product Owner
https://www.flickr.com/photos/joepemberton/2886313920/
© 2014 Phase2
Example: Your Product Owner
● Questions that most people are most engaged in are:○ What should I be afraid of?○ Who’s to blame?
“Blame is a discharge of pain and discomfort and doesn’t have to do with accountability.” - Dr. Brené Brown
© 2014 Phase2
“Be kind, for everyone you meet is fighting a hard battle.”
- not Plato
© 2014 Phase2
Example: Getting It Right
http://www.paragoninnovations.com/guide.shtml
© 2014 Phase2
Example: Getting It Right
“We don’t give the client what they want;we give the client what they need.”
-Every arrogant, obnoxious web agency ever
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Example: Building Trust
https://www.flickr.com/photos/extraface/2108370738/
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Example: Building Trust
● Grow over time from a services provider to a “trusted advisor”
● Client trust can make or break an engagement
© 2014 Phase2
Empathy in Other Areas
© 2014 Phase2
● UX is empathy as a discipline
● RWD keeps in mind other perspectives and views
● David Spira, “Amazing Design Through Empathy”
Empathy in Design
http://video.mit.edu/watch/amazing-design-through-empathy-28688/
© 2014 Phase2
● RWD● Performance
optimization● Cross-browser testing● Developing for
accessibility
Empathy in Development
http://www.slideshare.net/Phase2Technology/drupal-camp-accessibility-presentation-2013
© 2014 Phase2
● Diversity in teams increases empathy & performance
Empathy in Teams
https://www.youtube.com/watch?v=aASxkeUwTqA
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Questions? Thoughts? Feelings?
© 2014 Phase2