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@Client Lead 1 - please don’t shame someone for asking an honest question.
@OP - I can understand your confusion, as UX is a field that spans a lot of areas. The role of UX in agencies are typically the people who own website work, apps and digital product builds. We can do everything from user research, strategy and design - but typically, it all revolves around web/apps. So if your client is requesting a website, or an update to existing digital products- it’s time to bring in UX. Never be afraid to reach out to UX leads and we can help guide you in if our team is needed or not. If you are curious about UX as a field - check out General Assembly, they do great crash courses.
Thank you all! Super helpful.
And @ CL1 as someone whose title implies you lead an account team most likely composed of AEs and AAEs just starting out in the business, maybe you should learn the BASICS of management. No awards for your participation
👆 🤔 relax?
@ClientLead1
@Client Lead 1 Clearly OP does care about what services they offer, otherwise they wouldn’t even be asking. And remember - everyone has to start somewhere. No one starts off knowing everything about their job/industry. Most of it is learned through experience. People with attitudes like yours are what discourages others from asking valuable questions that will make them better at their job. No need to be salty
@ client lead 1 - agencies don't provide training in the basics anymore, and the internet can only provide so much intel.
Never stop asking questions....
(As to your comments about layoffs and experienced staff, I agree, it's a travesty. But it's the likes of Martin Sorrell we should be pointing fingers at, not lowly AEs who are having more work and more responsibility placed on them than ever before).
You’re joking right? Talk to your PM/Producer and ask them to give you a crash course in digital. It’s important that you understand the services you provide for your client.
CL1 You judge blindly and incorrectly. I wish you the best of luck in your future career and I wish me the gift of never having to work for you.
Bring them early during requirements gathering and concepting Keep them in the loop during concepting (if they aren’t leading it). Sit them down with strategy and content strategy. Let them figure out the why, how and audience of the project. Work with them on success metrics. Give them access to users. After maps, wires and/or prototypes let them test their hypothesis. During creative include them in presentations to ensure the design is still usable. Finally don’t “bring them in”, collaborate, learn from them
CL1 is NOT delivering good user experience at the moment🤪
As an account person, I admit it's an unusual question and my eyebrows were raised as well at first read. I understand CL1's frustration and pain though perhaps they're misplaced in terms of taking it out on OP. The truth is employers do not value experience and let go of us experienced folks (I'm laid off though I spent 6 months warning sr leadership we were in jeopardy of losing the business because team working on it as thrown together haphazardly and had no experience in that industry, ha!) because of salary while retaining junior and cheaper folks who are left to their own devices to figure it out.
All of that aside, OP, have you asked your boss to help you with these questions and have you researched as well on your own? I'm asking because even though above responses are solid, if you don't know what UX is, you're not going to know what witeframes are either so not entirely sure what you'd truly learn from this format. My advice as account is to ask all and as many questions as you have of your boss and every other department. You must be (in due time) an expert at what everyone does and be able to talk to clients about it with ease and confidence when team is not there. People love feeling appreciated and like you care about their discipline, expertise and contribution. Part of your job is to know everyone else's job at the agency. Don't be afraid to be seen as ignorant or a rookie, on the contrary, if you ask genuinely, folks will respond in kind. About your UX question, ask folks from that department for a 30min 1:1 to walk you through the basics and show you examples, ask them how they want to be engaged and when to include them (short answer is from the very beginning of digital projects). It will help you grow as account as well as in their eyes and establish a good start of a relationship with that part of the team.
But also CL1 isn’t wrong. It’s amazing how many people don’t understand UX in the ad industry, while companies like Spotify, Uber, and Zappos are being run by UX designers.
UX team = awesome. Bring them in ASAP. They should be a part of discovery and have a say on strategic deliverables.
The most humble thing you can do is admit you don’t know what another department does and arrange a sit down to learn more. Not only will you make new connections, but you will learn so much in less than 30 minutes. I highly recommend syncing up with a UX team member.
@CL1 - if you want people to learn, don’t shame them for asking questions. It’s basic reinforcement, people should feel safe to say what they don’t know.
@OP - As a UX professional, THANK YOU for asking this question. I’ve worked with plenty of people who have no idea what my team does and I’m often wondering why UX wasn’t brought in sooner.
UX folks usually work on digital experiences, they set up the wire frames, user flow and architecture.
Bulk of their work is mostly done before art / copy digs into the project.
@ client lead 1
UX is more than website work. It’s more than app work. It’s work that helps all the parts of a campaign (likely digital) come together. UX can plot a customer journey and show you where a social driver should follow an email and can design how all the pieces play together in a way that benefits a user. The work is in the name - experience. What does the whole customer experience with the brand look like? @AUXD 1 got the basics, but different agencies have varying degrees of depth for UX. But whatever you do, don’t draw wire frames or user journeys for them and ask them to make it. Or treat wireframes like it’s a build your own sandwich and they are the person at Panera making it happen. It’s a must for websites/apps/digital products, but if you want a killer digital program, involve UX. And please don’t wait until you have the brief finished. They should likely partner with strategy from the start
Chill?
Cl1- calm your face down