Category Archives: client services

Design Is A Relationship

Mike Monteiro

MIKE MONTEIRO is a man on a mission. He wants to improve design by fixing the core of it, which is the relationship between designer and client. Too many of us fear our clients—the people whose money keeps our lights on, and who hire us to solve business problems they can’t solve for themselves. And too many clients are even more frustrated and puzzled by their designers than the designers are by the clients.

It’s the designer’s job to fix this, which is why Mike first wrote Design Is A Job, and spent two years taking the message into conference halls and meeting rooms from New Zealand to New York.

I wish every designer could read this book. I can’t tell you how many friends of mine—many of whom I consider far better designers than I am—struggle every day with terrible anxieties over how a client will react to their work. And the problem isn’t limited to web and interaction designers. Anybody who designs anything burns cycles in fear and acrimony. I too waste hours worrying about the client’s reaction—but a dip into Mike’s first book relaxes me like a warm milk bath, and reminds me that collaboration and persuasion are the essence of my craft and well within my power to execute.

If the designer’s side of things were the only part of the problem Mike had addressed, it would be enough. But there is more:

  • Next Mike will help clients understand what they should expect from a designer and learn how to hire one they can work with. How he will do that is still a secret—although folks attending An Event Apart San Francisco this week will get a clue.
  • Design education is the third leg of the chair, and once he has spread his message to clients, Mike intends to fix that or die trying. As Mike sees it (and I agree) too many design programs turn out students who can defend their work in an academic critique session among their peers, but have no idea how to talk to clients and no comprehension of their problems. We are creating a generation of skilled and talented but only semi-employable designers—designers who, unless they have the luck to learn what their expensive education didn’t teach them, will have miserably frustrating careers and turn out sub-par work that doesn’t solve their clients’ problems.

We web and interaction designers are always seeking to understand our user, and to solve the user’s problems with empathy and compassion. Perhaps we should start with the user who hires us.

From Chicago, With Love

Marina City, Chicago, IL, USA. Part of a photo set by Jeffrey Zeldman.

HEY, FRIENDS. I write from the magical city of Chicago, where I’m enjoying the first Happy Cog Summit. Next week, following our meet-up cum strategy session cum karaoke party, comes An Event Apart Chicago, three days of peace, love, and web standards (plus more Chicago magic).

I won’t be writing here much while these events continue, but I’ve started a Chicago 2012 photo slide show for your pleasure, and will add to it as time and aesthetics permit. You can also stalk me via my new Foursquare Chicago list.

Once An Event Apart kicks in, starting Monday August 27, and until it ends Wednesday night, August 29, I’ll post links and notes here—and you can follow the hot tweet-by-tweet action on A Feed Apart, the official feed aggregator for An Event Apart. Yowee!

Leo Laporte interviews JZ

IN EPISODE 63 of Triangulation, Leo Laporte, a gracious and knowledgeable podcaster/broadcaster straight outta Petaluma, CA, interviews Your Humble Narrator about web standards history, responsive web design, content first, the state of standards in a multi-device world, and why communists sometimes make lousy band managers.

Mike Monteiro’s “Design Is A Job” is finally available to buy or preview.

CO-FOUNDER of Mule Design and raconteur Mike Monteiro wants to help you do your job better. From contracts to selling design, from working with clients to working with each other, his brief book Design Is A Job is packed with knowledge you need to know. This is one of the most in-demand titles we at A Book Apart have yet published, and the long, long wait for its release (and yours) is finally over!

— Enjoy an exclusive Preview of Design Is A Job in Issue No. 348 of A List Apart, for people who make websites.

Buy Design Is A Job directly from the makers at A Book Apart.

Also of interest:

An Event Apart Atlanta 2011

YOU FIND ME ENSCONCED in the fabulous Buckhead, Atlanta Intercontinental Hotel, preparing to unleash An Event Apart Atlanta 2011, three days of design, code, and content strategy for people who make websites. Eric Meyer and I co-founded our traveling web conference in December, 2005; in 2006 we chose Atlanta for our second event, and it was the worst show we’ve ever done. We hosted at Turner Field, not realizing that half the audience would be forced to crane their necks around pillars if they wanted to see our speakers or the screen on which slides were projected.

Also not realizing that Turner Field’s promised contractual ability to deliver Wi-Fi was more theoretical than factual: the venue’s A/V guy spent the entire show trying to get an internet connection going. You could watch audience members twitchily check their laptops for email every fourteen seconds, then make the “no internet” face that is not unlike the face addicts make when the crack dealer is late, then check their laptops again.

The food was good, our speakers (including local hero Todd Dominey) had wise lessons to impart, and most attendees had a pretty good time, but Eric and I still shudder to remember everything that went wrong with that gig.

Not to jinx anything, but times have changed. We are now a major three-day event, thanks to a kick-ass staff and the wonderful community that has made this show its home. We thank you from the bottoms of our big grateful hearts.

I will see several hundred of you for the next three days. Those not attending may follow along:

2010: The Year in Web Standards

WHAT A YEAR 2010 has been. It was the year HTML5 and CSS3 broke wide; the year the iPad, iPhone, and Android led designers down the contradictory paths of proprietary application design and standards-based mobile web application design—in both cases focused on user needs, simplicity, and new ways of interacting thanks to small screens and touch-sensitive surfaces.

It was the third year in a row that everyone was talking about content strategy and designers refused to “just comp something up” without first conducting research and developing a user experience strategy.

CSS3 media queries plus fluid grids and flexible images gave birth to responsive web design (thanks, Beep!). Internet Explorer 9 (that’s right, the browser by Microsoft we’ve spent years grousing about) kicked ass on web standards, inspiring a 10K Apart contest that celebrated what designers and developers could achieve with just 10K of standards-compliant HTML, CSS, and JavaScript. IE9 also kicked ass on type rendering, stimulating debates as to which platform offers the best reading experience for the first time since Macintosh System 7.

Even outside the newest, best browsers, things were better than ever. Modernizr and eCSStender brought advanced selectors and @font-face to archaic browsers (not to mention HTML5 and SVG, in the case of Modernizr). Tim Murtaugh and Mike Pick’s HTML5 Reset and Paul Irish’s HTML5 Boilerplate gave us clean starting points for HTML5- and CSS3-powered sites.

Web fonts were everywhere—from the W3C to small personal and large commercial websites—thanks to pioneering syntax constructions by Paul Irish and Richard Fink, fine open-source products like the Font Squirrel @Font-Face Generator, open-source liberal font licensing like FontSpring’s, and terrific service platforms led by Typekit and including Fontdeck, Webtype, Typotheque, and Kernest.

Print continued its move to networked screens. iPhone found a worthy adversary in Android. Webkit was ubiquitous.

Insights into the new spirit of web design, from a wide variety of extremely smart people, can be seen and heard on The Big Web Show, which Dan Benjamin and I started this year (and which won Video Podcast of the Year in the 2010 .net Awards), on Dan’s other shows on the 5by5 network, on the Workers of the Web podcast by Alan Houser and Eric Anderson, and of course in A List Apart for people who make websites.

Zeldman.com: The Year in Review

A few things I wrote here at zeldman.com this year (some related to web standards and design, some not) may be worth reviewing:

iPad as the New Flash 17 October 2010
Masturbatory novelty is not a business strategy.
Flash, iPad, and Standards 1 February 2010
Lack of Flash in the iPad (and before that, in the iPhone) is a win for accessible, standards-based design. Not because Flash is bad, but because the increasing popularity of devices that don’t support Flash is going to force recalcitrant web developers to build the semantic HTML layer first.
An InDesign for HTML and CSS? 5 July 2010
while our current tools can certainly stand improvement, no company will ever create “the modern day equivalent of Illustrator and PageMaker for CSS, HTML5 and JavaScript.” The assumption that a such thing is possible suggests a lack of understanding.
Stop Chasing Followers 21 April 2010
The web is not a game of “eyeballs.” Never has been, never will be. Influence matters, numbers don’t.
Crowdsourcing Dickens 23 March 2010
Like it says.
My Love/Hate Affair with Typekit 22 March 2010
Like it says.
You Cannot Copyright A Tweet 25 February 2010
Like it says.
Free Advice: Show Up Early 5 February 2010
Love means never having to say you’re sorry, but client services means apologizing every five minutes. Give yourself one less thing to be sorry for. Take some free advice. Show up often, and show up early.

Outside Reading

A few things I wrote elsewhere might repay your interest as well:

The Future of Web Standards 26 September, for .net Magazine
Cheap, complex devices such as the iPhone and the Droid have come along at precisely the moment when HTML5, CSS3 and web fonts are ready for action; when standards-based web development is no longer relegated to the fringe; and when web designers, no longer content to merely decorate screens, are crafting provocative, multi-platform experiences. Is this the dawn of a new web?
Style vs. Design written in 1999 and slightly revised in 2005, for Adobe
When Style is a fetish, sites confuse visitors, hurting users and the companies that paid for the sites. When designers don’t start by asking who will use the site, and what they will use it for, we get meaningless eye candy that gives beauty a bad name.

Happy New Year, all!

A List Apart 311: Say No to Clients and Kick Ass

A List Apart Issue No. 311

Something remarkable awaits you in Issue No. 311 of A List Apart for people who make websites. Two wonderfully readable articles tackle the thorny subject of client relationships, providing practices, insights, and tips which, when taken to heart, will help designers, UXers, and (frankly) clients do their jobs better:

One of the toughest parts of the client/designer relationship is that nobody likes to be told “no”—especially not the client who is paying you. But to do your job right, you often have to turn aside requests for what the client wants in favor of what the user really needs. In No One Nos: Learning to Say No to Bad Ideas, Whitney Hess explains when to say no, and how to turn it into a positive experience.

Of course, your ability to speak truth to the client assumes you’ve established a mutually respectful, goal- and team-focused relationship in the first place. And the first place is exactly where to begin establishing just that kind of relationship. In Kick Ass Kickoff Meetings, Kevin M. Hoffman shows how to use the first official meeting to turn a roomful of mutually suspicious turf battlers into an energetic team with shared ownership of the end-product.

Not only are these articles convincing, I know these techniques work, because we use them at Happy Cog.

Also in this issue, ALA illustrator Kevin Cornell outdoes even himself.

Join us, won’t you?

A List Apart explores the design, development, and meaning of web content, with a special focus on web standards and best practices. Explore our articles and topics.

37signals’ Jason Fried live today on The Big Web Show

I have known 37signals CEO Jason Fried since he was a young copywriter who reminded me of me, only smarter and more confident. Like many of you, with a mixture of awe and pleasure, I have watched him change our industry, along with book publishing and business generally. Dan Benjamin and I are delighted to announce the mercurial Mr Fried as our guest on The Big Web Show. Join us today, 1 July 2010, for the live taping at 1:00 PM ET.

Jason’s official bio is brief, but he can write at length when he wishes: see Rework, Getting Real, and Defensive Web Design, each a classic, and to each of which he was principal co-writer and guiding force. Besides saying no to meetings, contracts, and VC money, Jason and 37signals are famous for godfathering a speedy, iterative form of web application design; for gifting the industry with Ruby on Rails; for creating a suite of beloved (yes, really) business productivity web apps; for mastering and then abandoning client services in favor of making stuff; for somehow, in the midst of all that busyness, churning out tons of fine content on their popular blog; and for being roommates with the equally fantastic Coudal Partners.

Can’t wait to interview Jason Fried in front of a live internet audience today. Hope you’ll join us.

The Big Web Show is taped live in front of an internet audience every Thursday at 1:00 PM ET on live.5by5.tv. Edited episodes can be watched afterwards (often within hours of taping) via iTunes (audio feed | video feed) and the web.

Photo © John Morrison – Subism.com

Whitney Hess, Ethan Marcotte, and Jason Fried on The Big Web Show

Update! Episode 8, featuring Whitney Hess, is now available for your listening and viewing pleasure at 5by5.tv.

Whitney Hess

This Thursday 17 June at 1:00 PM EDT, join Dan Benjamin and me live on The Big Web Show as we interview Whitney Hess (bio | blog | Twitter) on on the ins and outs of user experience design—from research to wireframes to testing and beyond. Just what goes into making stuff online easier and more pleasurable to use? What kinds of projects (and clients) enable great user experiences, and which have bad UI written all over them? If a tree falls in the forest, will Whitney tweet about it? Join us for these topics and more.

24 June: Ethan Marcotte

Then on Thursday 24 June at 1:00 PM EDT, join us live as we interview Ethan Marcotte (bio | blog | Twitter), co-author of Designing With Web Standards 3rd Edition with me and Handcrafted CSS: More Bulletproof Web Design with Dan Cederholm. We’ll talk about designing and coding for the likes of the Sundance Film Festival and New York Magazine, and the joys of responsive web design, working remotely, and swearing profusely on Twitter.

1 July: Jason Fried

And then on Thursday, 1 July, join us as we coax 37signals CEO Jason Fried (tiny bio | book | book | book | blog | Twitter) into telling us how he really feels about bells and whistles, contracts, meetings, buzzwords, software that requires training, and startups that need investors. The controversial Mr Fried is a true rebel and innovator and one of our favorite people on the internet. Tune in and find out why.

Turn on, Tune in

The Big Web Show is taped live in front of an internet audience Thursdays at live.5by5.tv and can be watched afterwards via iTunes (audio feed | video feed) and the web.