It’s a Matter of (Re)organizationDenique Ferguson, Zan Morris, Julia Rickles

INTROTo the problem space

What we already know○ We’d all like client-agency relationships to flow smoothly, but

the fact of the matter is, Think Brownstone is not alone. Many firms deal with issues of client communication daily.

○ Until we can get clients to read minds, these problems will exist, but we are confident there is a better way to alleviate some confusion between both parties, making for stronger relationships.

○ By helping the clients stay involved and on top of things, we help both parties.

Research○ Two Interviews with users of Basecamp

■ Sara G., Graphic Designer■ Jennifer W., Project Manager at IU Creative Services

○ Google Hangout with Think Brownstone team■ Brad Sukala, Director■ Stephen Miller, UX Designer

○ Analysis of Think Brownstone■ Attention to process, and make-up of team

○ Analysis of Basecamp■ Specifically looking at user flow from client’s perspective

○ Exemplar Exploration■ Emphasis on visual ways of showing progress over time

What we found

○ More times than not, Basecamp isn’t typically part of the client’s workflow

■ “My coworkers were still very frustrated. Some stated that it was inconvenient to use Basecamp and they would rather email or hop on a conference call. I think they thought it seemed like too much work for them, the client. Especially when these people are used to emailing and communicating in more simplistic ways.” - Sara G., Graphic Designer

■ “Email, or over the phone. Or client’s already established software (like Jira). For the most part, our clients don’t really care. If they have their own tool, they will use it. Sometimes they will use what we recommend.” - Brad Sukala (Paraphrased from Hangout Interview)

SCENARIOBased on research

Meet Sarah & JenniferThe following slide features a scenario that could likely play out based on our interviewees’ accounts of working with Basecamp.

SaraGraphic Designer

(Client)

JenniferProject Manager

(Agency)

SCENARIO

INSIGHT

Why don’t we meet the client in a space where they’re already

comfortable?

INSIGHT

How can we include information about time sensitive needs that

clients need to know about?

INSIGHT

Why don’t we frequently remind everyone where we are in a project?

GOAL

The goal of our design is to keep everyone on the same page

andto do it in a way that fits into the

client’s existing workflow

For re-design

RECOMMENDATIONS

Missed opportunity to provide project overview.

Missed opportunity to inform of delays and critical dates.

No sense of how activities affect the project as a whole.

SITE OF INTERVENTION: DAILY RECAP EMAILS

Shows activity, but not progress.

No distinction between important and not-so-important updates.

Highlights discussions and to-do’s based on recency rather than relevance.

RECOMMENDED DESIGN

Our design replaces the daily recap email. The new email interface is an index to Basecamp to help the client understand:

1. Where are we in the project?

2. What do I need to do?3. What has the firm been

up to?

Project progress overview gives a simple view into the overall project.

RECOMMENDATIONS: RECAP EMAILS

Action items call direct attention to any tasks that are relevant to an individual.

Requested completion highlights urgency.

Dependent tasks give insight into future project plan.

RECAP EMAILS

Project activity provides the same timeline functionality as already available.

RECAP EMAILS

Calendar events can be tagged as events, milestones, or phases.

Events marked can then be used as tags for To-do lists, connecting tasks directly to dates.

RECOMMENDATIONS: BACK END

To-do Lists are given an extra field which allows them to be linked to either Calendar markers, or other To-do Lists.

RECOMMENDATIONS: BACK END

OUR RECOMMENDATION IS

● An email - to fit the client’s flow.

● An index to the rest of the project.

● An Overview. Organizational.

OUR RECOMMENDATION IS NOT

● An in-depth change of process

● Replacing close client communication

IMPLEMENTATIONStrategies going forward

An implementation plan1. To begin, fake it

a. These emails can be quickly created through illustration or document creation tools.

b. Easy way to assess in Think Brownstone’s workflow.

2. Create a simple app/plugina. There’s no need to even change

Basecamp for much of the design. Everything except tieing To-do lists to each other in sequence is available already

b. Basecamp API is readily available

3. Other app integration? (Optional)a. Think Brownstone’s used apps

span a wide range of tools. As do their client’s. Most if not all of these have available APIs, and would easily integrate into a simple plugin. Docs could be drawn in from Google Docs, Dropbox, etc.

4. ‘New Basecamp’b. Create a new, more powerful

Basecamp specifically for Think Brownstone.

Thank youBrad Sukala

Stephen MillerThink Brownstone

Marty SiegelJordan Beck