On Thinking on Your Feet

As a consultant, it's important to be able to think on your feet. It's a skill that's not practiced often enough, and one that can strike fear into our hearts. In a group exercise led by our director, today our UX team was challenged to think on our feet when he asked each of us  a specific, UX-related question. It really drove home the importance of having natural, rehearsed answers to questions about what we do. 

• Make the personal connection when explaining. When asked, "What do you do?" we could respond with, "I improve design so that you don't swear at your computer screen." Effective because people immediately connect with that. 
• Sample questions: What is UX? What does <your company> do? Why should we do Personas? What do you do at <your company>?
• How do we respond to objections? E.g., "We don't have time for wireframes. Can't you just jump into the visual design?" Or, "You're able to code the designs as well, right? We don't have the budget for an additional resource."
• Pitfalls: We descend into jargon. E.g., "I'm a Visual Designer, not an Information Architect." Difficult to say "no" to clients.
• Better ways to approach. E.g., "Here's why you don't want me to ____ . I'm maxed out at 40 hours a week. It's possible that our timeline will be blown."
• Objections are opportunities to educate client on process and roles so that we can be preventative. E.g., "We have three roles. Here's why." Shows that it saves time to involve more people than less. 
• Put yourself in the client's shoes. Their interest is how they are going to get their product out.