Tag: communication

  • Clickable Demos And Wireframes

    Clickable Demos And Wireframes

    Creating software requires using tools like clickable demos and wireframes to bring a vision to life. Likewise, these tools provide a canvas upon which to refine that vision. There are many ways to make the most of these tools. Thus, we will start with a definition and then move on to how to make them work for you as a developer or a customer.

    Clickable Demos and Wireframes Defined

    These two ways to build and demonstrate software are so common it feels almost unnecessary to define them. However, we must be clear on how these tools work so we can make the most of the efforts involved. Along with effort, time is invested in these approaches, and we want them to be used as efficiently as possible. First, a wireframe is a drawing of some form or page of an application. It gives a sense of look-and-feel as well as user experience. A series of wireframes can be used to walk through a user story, much like a child’s picture book.

    Next, we have a clickable demo. This is sort of the next evolution of a wireframe. In this case, we have forms and pages that are “live” enough to click on buttons or links and navigate through to another page. The most significant difference is that wireframes tend to be more UX-focused, while the clickable demo is more about displaying flows and actions. Think of them as form (wireframes) and function (clickable demo).

    Using Them For Better Communication

    We start with the most critical outcome of these tools. They provide a way to communicate the application being built amongst technical and non-technical team members. We get to see what it will look like or at least closer to it than words on a page. Even drawn images will differ from how they look on a computer screen. These tools take us through the process of building the interface (and potentially navigation) and then provide a way to share it with others. Better yet, we end up with something people can refer to for edits and additions that are more concrete than a few sentences in a document. Those pictures are worth at least a thousand words.

    Try Before You Buy

    One effect of using clickable demos and wireframes is that users see the result in action. While it is imperfect because performance and similar issues can arise, it still shows details a vision does not. I am amazed at how often these tools lead to minor or even drastic changes to the user experience or features available. The users get a form of “try before you buy” in that they can see it working to some extent. In any case, a greater degree than a document shows.

    User Error and Developer Assumptions

    The testing portion of application development can also take a long time. There are user errors that were never conceived and developer assumptions that show up only once the solution is in use. Even regular product demonstrations can suffer from these afflictions as demos tend to be scripted and controlled. It is not the same as putting it in the hands of users. That is where a clickable demo can provide a ton of value. A user can be asked to “drive” a demo or be allowed to use it on their own time. I highly recommend this as part of any clickable demo strategy. Set it up so users can spend time with it and click around to assess it. You will be amazed by what they uncover and the feedback they provide.

    Follow The Rabbit Trails

    Happy path testing is the name for testing a system using pristine data and flawless navigation. This has its value but doesn’t do much to uncover bugs. The best testing comes when users try a different approach. Use this to your advantage while showing off a wireframe or clickable demo. You can ask several questions during the demo to chase down those details and potential bugs.

    • Is there anything missing from this process?
    • How quickly do you expect this action to respond?
    • If this action fails, how would you expect to be notified?
    • What are some ways you can see this action failing?
    • Does this make sense, or would you prefer a different path to trigger the action?
    • Is this an action someone in the room typically does? Or do we need to contact another person to serve as a subject matter expert?
    • Look closely at the data on the screen. Does it provide what you need to perform your job?

    Craft The Story

    While there are many good ways to use these tools, the best is to make your user stories come alive. These present a solution far better than even the prettiest and most detailed user stories. There is nothing wrong with them. It is just that visual examples remove a lot of ambiguity while clarifying communication. Make them a part of validating user stories and designing them in partnership with customers and users. The user stories almost become the script you walk through using the wireframes and clickable demos. If they do not match up or users get confused, you know you have changes to make.

    Next Steps

    Feel free to schedule a time to discuss your next project with us. Every project we work on includes demos and similar discussions regularly. We build clickable demos and use wireframes as applicable to ensure the team has the best tools for discussing the solution and vision. Likewise, those include a release our customers can use to test the features further and get comfortable with the solution. We are happy to help you with investing in requirements and improving the overall success rate of software projects. 

    Our experience has taught us a lot about the pitfalls and challenges of custom software. Likewise, we have an e-book that can help you explore all the steps in building software, including a few templates. However, we ask that you share an e-mail address so we can send you a copy. We will add you to our monthly newsletter, but you can unsubscribe anytime. Your data is not shared with anyone else. Learn more about our book here.

  • Thank You For Your Business – Customer Appreciation Tips

    Thank You For Your Business – Customer Appreciation Tips

    Each year we enter a season of giving and thankfulness as it winds down.  One of the things that come out of this is a sort of season of customer appreciation.  The challenge in this attitude is finding the best way to show our appreciation without coming off too sappy.  We want to thank our customers and build loyalty, not overwhelm them with more selling.

    To Brand or Not To Brand

    The first decision to make with this customer appreciation “gifts” is whether we slap a logo or other brand label on them.  Do we give our customers a notebook with our logo on it? A nice drinking glass with our motto? Or some other knick-knack that is a glaring reminder of who gave it?  I think the answer to this question can be found in our other seasonal gifts.

    Do you buy your relatives a gift stamped with your name?  Do those gifts you give, scream the source of them?  No, you often give something that is about the recipient instead.  Now, there is a consideration of how to handle gift-giving from a company.  When you stamp your label on an item, it can be filed under marketing.  I think this is understood by most people, so it is not seen negatively.  Therefore, if you want to put a logo on an item, try to make it subtle.  There are good examples of this all over where a typical logo is replaced with one for marketing purposes.  You can fall back on the golden rule (sort of) in this situation.  Ask yourself if the emblem is unobtrusive or subtle enough that you would use the gift in public without feeling “odd.”

    Does Size Matter?

    The size or value of the gifts is always part of the consideration as well.  There are industries where limits are placed on gifts, and that makes it easy.  However, I find it far more common to be in a sort of Wild West of gift valuation.  In these situations, I think it is a heart decision.  How generous do you want to be?

    It is easy to use some sort of percentage of profits from a customer as a rule of thumb.  For example, take five percent of the profits earned and use that as a measure of what to give.  That feels a bit cold and calculated though.  I think you will find a better response when you focus on utility first and then find a value that fits.  A personal example was a gift of laptop bags for customers.  It started with the idea of those backpacks being desirable.  Heck, I even got one for myself that I use daily.  Then I looked at options that fit my rough budget.  The focus was the gift, not the sales appeal or monetary valuation of it.  This approach helps build a rapport as it shows thoughtfulness instead of simply a business relationship.  Customers like to be appreciated for more than just their wallet.

    The Moment of Truth

    The last facet of gift-giving I want to visit is the delivery.  I think we all agree that hand-delivering the gifts is always best.  It is a personal touch and a chance to show our sincerity.  You might also see it as a chance to sell to your customers.  I have seen this a lot from consulting companies.  The gift then becomes an excuse to get a few minutes of time from decision makers.  I recommend you avoid this at all costs.  You will get a lot more loyalty out of giving a gift with no strings (or sales) attached than one more shot at a sale.

    Business and personal life often coincide in the modern world.  The season of giving is no different.  Just make sure you come at it with the right attitude.

  • The Importance of Communicating Status and Plans

    The Importance of Communicating Status and Plans

    One of the best ways to control project success is to meet or exceed expectations.  One of the best ways to understand and impact expectations is through regular status and review.  Therefore, status reporting habits are an excellent way to improve the chances of success for your project.

    A Failure of Communicating Status

    I had an experience that has made me a firm believer in providing my clients with a weekly status.  In this case, the problem came from a sub that I trusted, and a customer that was happy and trusting.  I would periodically touch base on progress and tasks.  I left things to run on their own as did the client.

    We had some communication issues that led to my sub doing more testing and rework than the customer desired.  This confusion would have been a small problem if caught early, but instead, it went on for weeks.  Thus, by the time the client saw a large number of hours on small numbers of tasks, it looked like they were getting over-billed.  In a sense, they were.  Therefore, we ended up eating a bunch of billed hours and rolled the sub off of the client.

    A weekly status of hours and work would have brought this issue to a head earlier.  That early catch would have been easy to correct and saved headaches on both sides.  This situation could have ended worse, but part of the reason I did not over-communicate was due to the great relationship I had with the client.

    A Lesson Learned

    I learned from this bad experience that communicating status is an important detail to address.  I now send a status each week to every client large and small.  Most status reports are one project and one page.  However, sometimes I go to multiple projects per client and multiple pages.  I may also append some pages of notes or deliverable recap to make it easy to link tasks to outcomes.The status I send is not very complicated.  I list what was done, roughly how many hours were spent on the tasks, and then estimates of tasks and time for the week ahead.

    The status report takes less than fifteen minutes to put together each week.  However, I did spend close to an hour creating a template that is easy to fill out and still looks pretty good. Thus, the time I invested has more than paid for itself over the last few years.

    The status I send is not very complicated.  I list what was done, roughly how many hours were spent on the tasks, and then estimates of tasks and time for the week ahead.  This takes maybe fifteen minutes to put together each week.  However, I did spend close to an hour creating a template that is easy to fill out and still looks pretty good. Thus, the time I invested has more than paid for itself over the last few years.

    Keep It Simple

    The art of making a weekly status valuable is in its brevity.  Keep to simple line items and maybe even a summary at the top.  Consider that a client will only read the first part of the status.  Anything below the fold may be missed.  In particular, this scanning of status will occur as they receive one week after week.  Yes, it is a little bit of a CYA, but the real goal of this is to make sure you are on the same page as your clients about work to be done and priorities.

    A weekly status call would be a good way to keep it simple, but I recommend a written version as well.  The report provides something for future reference by your client.  However, it also provides you a great checklist to make sure your tasks completed each week match what you said you would do.  Communicating status seems like something everyone knows and values, but it is easy to get away from the process.  Beware if you do.  The lack of communication can cost contracts, clients, or even reputation.