Just to chime in a bit here... since 90% of the work we do at fluency has been in the non-profit area I figured I'd share what I've learned.
The one thing we often lose sight of which I think is true for for-profit or non-profit organizations is the inability of us as designers (myself included) to make an adequate BUSINESS CASE for UX work. In larger organizations where budgets may be a bit more free flowing the use and value of research is understood if from no other point in its ability to avoid wasting resources. Ironically in non-profit orgs where resources can be scarce and fundraising may take up as much of 60% of the organizations time they tend to have the most resistance to anything PERCEIVED as inflating project budgets. I'd argue though that for the non-profit org justifications for expenditures need precisely that, justification. Undoubtedly, there are many, many short sighted orgs who don't see the value of understanding their constituency, what their needs are and how those needs can be handled via the orgs website in a way that saves the org precious resources, those organizations are not what I'm talking about as their very approach dooms them to irrelevance at best. What I am talking about are organizations that are well meaning but honestly don't see where the value lies in doing this (UX) work which often means not enough emphasis is made to illustrate where that value lies. In my experience, whether you do it verbally (worst way), in writing (a little better) or visually in a diagram (best) you have to show (assuming the project is worth it) where the ineffienciencies are, what their audience wants and where the current website falls. This can be done with a simple survey or focus group session--both of which are techniques you can break apart from an entire redesign and use to justify moving forward. Also I find abandoning our jargon for their jargon or business speak (within reason) works well. If you talk about how by focusing on the brand experience & UX can improve their organization (via customer service, fundraising, promotion, constituent connection, R&D etc.) and possibly save it from oblivion and trust me you'll have their attention. In the end I find the job to vividly & persuasively communicate the work or the value of the work ultimately lies with us and this is true of non-profit or any other business we're approaching (especially in this economic climate) as clients. My .02 - Fritz .. fritz désir chief experience officer, partner fluency. 45 main street, suite 406 brooklyn_ny 11201 cel: 917 217 0342 __________________________________________________________________________________________ fluency. A digital branding consultancy. [http://www.getfluency.com] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=47006
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