When we conduct moderated research, like user interviews or usability tests, for our clients, we encourage them to observe as many sessions as possible. We find when clients see us interview their users, and get real-time responses, they’re able to learn about the needs of their users in real-time and be more active participants in the process. One way we help clients feel engaged with the process during remote sessions is to establish a real-time communication backchannel that empowers clients to flag responses they’d like to dig into further and to share their ideas for follow-up questions.

There are several benefits to establishing a communication backchannel for moderated sessions:

• Everyone on the team, including both internal and client team members, can be actively involved throughout the data collection process rather than waiting to passively consume findings.
• Team members can identify follow-up questions in real-time which allows the moderator to incorporate those questions during the current session, rather than just considering them for future sessions.
• Subject matter experts can identify more detailed and specific follow-up questions that the moderator may not think to ask.
• Even though the whole team is engaged, a single moderator still maintains control over the conversation which creates a consistent experience for the participant.

If you’re interested in creating your own backchannel, here are some tips to make the process work smoothly:

• Use the chat tool that is already being used on the project. In most cases, we use a joint Slack workspace for the session backchannel but we’ve also used Microsoft Teams.
• Create a dedicated channel like #moderated-sessions. Conversation in this channel should be limited to backchannel discussions during sessions. This keeps the communication consolidated and makes it easier for the moderator to stay focused during the session.
• Keep communication limited. Channel participants should ask basic questions that are easy to consume quickly. Supplemental commentary and analysis should not take place in the dedicated channel.
• Use emoji responses. The moderator can add a quick thumbs up to indicate that they’ve seen a question.

Introducing backchannels for communication during remote moderated sessions has been a beneficial change to our research process. It not only provides an easy way for clients to stay engaged during the data collection process but also increases the moderator’s ability to focus on the most important topics and to ask the most useful follow-up questions.

The classic adage is “good design speaks for itself.” Which would mean that if something’s as good of an idea as you think it is, a client will instantly see that it’s good too, right?

Here at Viget, we’re always working with new and different clients. Each with their own challenges and sensibilities. But after ten years of client work, I can’t help but notice a pattern emerge when we’re trying to get approval on especially cool, unconventional parts of a design.

So let’s break down some of those patterns to hopefully better understand why clients hesitate, and what strategies we’ve been using lately to help get the work we’re excited about approved.

Imagine this: the parallax homepage with elements that move around in surprising ways or a unique navigation menu that conceptually reinforces a site’s message. The way the content cards on a page will, like, be literal cards that will shuffle and move around. Basically, any design that feels like an exciting, novel challenge, will need the client to “get it.” And that often turns out to be the biggest challenge of all.

There are plenty of practical reasons cool designs get shot down. A client is usually more than one stakeholder, and more than the team of people you’re working with directly. On any project, there’s an amount of telephone you end up playing. Or, there’s always the classic foes: budgets and deadlines. Any idea should fit in those predetermined constraints. But as a project goes along, budgets and deadlines find a way to get tighter than you planned.

But innovative designs and interactions can seem especially scary for clients to approve. There’s three fears that often pop up on projects:

The fear of change. 

Maybe the client expected something simple, a light refresh. Something that doesn’t challenge their design expectations or require more time and effort to understand. And on our side, maybe we didn’t sufficiently ease them into our way of thinking and open them up to why we think something bigger and bolder is the right solution for them. Baby steps, y’all.

The fear of the unknown. 

Or, less dramatically, a lack of understanding of the medium. In the past, we have struggled with how to present an interactive, animated design to a client before it’s actually built. Looking at a site that does something conceptually similar as an example can be tough. It’s asking a lot of a client’s imagination to show them a site about boots that has a cool spinning animation and get meaningful feedback about how a spinning animation would work on their site about after-school tutoring. Or maybe we’ve created static designs, then talked around what we envision happening. Again, what seems so clear in our minds as professionals entrenched in this stuff every day can be tough for someone outside the tech world to clearly understand.

The fear of losing control. 

We’re all about learning from past mistakes. So lets say, after dealing with that fear of the unknown on a project, next time you go in the opposite direction. You invest time up front creating something polished. Maybe you even get the developer to build a prototype that moves and looks like the real thing. You’ve taken all the vague mystery out of the process, so a client will be thrilled, right? Surprise, probably not! Most clients are working with you because they want to conquer the noble quest that is their redesign together. When we jump straight to showing something that looks polished, even if it’s not really, it can feel like we jumped ahead without keeping them involved. Like we took away their input. They can also feel demotivated to give good, meaningful feedback on a polished prototype because it looks “done.”

So what to do? Lately we have found low-fidelity prototypes to be a great tool for combating these fears and better communicating our ideas.

What are low-fidelity prototypes?

Low fidelity prototypes are a tool that designers can create quickly to illustrate an idea, without sinking time into making it pixel-perfect. Some recent examples of prototypes we've created include a clickable Figma or Invision prototype put together with Whimsical wireframes:

A rough animation created in Principle illustrating less programatic animation:

And even creating an animated storyboard in Photoshop:

They’re rough enough that there’s no way they could be confused for a final product. But customized so that a client can immediately understand what they’re looking at and what they need to respond to. Low-fidelity prototypes hit a sweet spot that addresses those client fears head on.

That fear of change? A lo-fi prototype starts rough and small, so it can ease a client into a dramatic change without overwhelming them. It’s just a first step. It gives them time to react and warm up to something that’ll ultimately be a big change.

It also cuts out the fear of the unknown. Seeing something moving around, even if it’s rough, can be so much more clear than talking ourselves in circles about how we think it will move, and hoping the client can imagine it. The feature is no longer an enigma cloaked in mystery and big talk, but something tangible they can point at and ask concrete questions about.

And finally, a lo-fi prototype doesn’t threaten a client’s sense of control. Low-fidelity means it’s clearly still a work in progress! It’s just an early step in the creative process, and therefore communicates that we’re still in the middle of that process together. There’s still plenty of room for their ideas and feedback.

Lo-fi prototypes: client-tested, internal team-approved

There are a lot of reasons to love lo-fi prototypes internally, too!

They’re quick and easy. 

We can whip up multiple ideas within a few hours, without sinking the time into getting our hearts set on any one thing. In an agency setting especially, time is limited, so the faster we can get an idea out of our own heads, the better.

They’re great to share with developers. 

Ideally, the whole team is working together simultaneously, collaborating every step of the way. Realistically, a developer often doesn’t have time during a project’s early design phase. Lo-fi prototypes are concrete enough that a developer can quickly tell if building an idea will be within scope. It helps us catch impractical ideas early and helps us all collaborate to create something that’s both cool and feasible.

Stay tuned for posts in the near future diving into some of our favorite processes for creating lo-fi prototypes!

At Viget, we’ve brought on more than a few new Project Managers over the past couple of years, as we continue to grow. The awesome new people we’ve hired have ranged in their levels of experience, but some of them are earlier in their careers and need support from more experienced PMs to develop their skills and flourish.

We have different levels of training and support for new PMs. These broadly fall into four categories:

• Onboarding: Learning about Viget tools and processes
• Shadowing: Learning by watching others
• Pairing: Learning by doing collaboratively
• Leading: Learning by doing solo

Onboarding

In addition to conducting intro sessions to each discipline at Viget, new Viget PMs go through a lengthy set of training sessions that are specific to the PM lab. These include intros to:

Shadowing

After PMs complete the onboarding process, they start shadowing other PMs’ projects to get exposure to the different types of projects we run (since the variety is large). We cater length and depth of shadowing based on how much experience a PM has coming in. We also try to expose PMs to multiple project managers, so they can see how PM style differs person-to-person.

We’ve found that it can be most effective to have PMs shadow activities that are more difficult to teach in theory, such as shadowing a PM having a difficult conversation with a client, or shadowing a front-end build-out demo to see how the PM positions the meeting and our process to the client. More straightforward tasks like setting up a Harvest project could be done via pairing, since it’s easy to get the hang of with a little guidance.

Pairing

While shadowing is certainly helpful, we try to get PMs into pairing mode pretty quickly, since we’ve found that most folks learn better by doing than by watching. Sometimes this might mean having a new PM setting up an invoice or budget sheet for a client while a more experienced PM sits next to them, talking them through the process. We’ve found that having a newer PM lead straightforward activities with guidance tends to be more effective than the newer PM merely watching the more experienced PM do that activity.

Another tactic we take is to have both PMs complete a task independently, and then meet and talk through their work, with the more experienced PM giving the less experienced PM feedback. That helps the newer PM think through a task on their own, and gain experience, but still have the chance to see how someone else would have approached the task and get meaningful feedback.

Leading

Once new PMs are ready to be in the driver’s seat, they are staffed as the lead on projects. The timing of when someone shifts into a lead role depends on how much prior experience that person has, as well as what types of projects are actively ready to be worked on.

Most early-career project managers have a behind-the-scenes project mentor (another PM) on at least their first couple projects, so they have a dedicated person to ask questions and get advice from who also has more detailed context than that person’s manager would. For example, mentors often shadow key client and internal meetings and have more frequent check-ins with mentees. This might be less necessary at a company where all the projects are fairly similar, but at Viget, our projects vary widely in scale and services provided, as well as client needs. Because of this, there’s no “one size fits all” process and we have a significant amount of customization per project, which can be daunting to new PMs who are still getting the hang of things.

For these mentorship pairings, we use a mentorship plan document (template here) to help the mentor and mentee work together to define goals, mentorship focuses, and touchpoints. Sometimes the mentee’s manager will take a first stab at filling out the plan, other times, the mentor will start that process.

Management Touchpoints

Along the way, we make sure new PMs have touchpoints with their managers to get the level of support they need to grow and succeed. Managers have regular 1:1s with PMs that are referred to as “project 1:1s”, and are used for the managee to talk through and get advice on challenges or questions related to the projects they’re working on—though really, they can be used for whatever topics are on the managee’s mind. PMs typically have 1:1s with managers daily the first week, two to three times per week after that for the first month or so, then scale down to once per week, and then scale down to bi-weekly after the first six months.

In addition to project 1:1s, we also have monthly 1:1s that are more bigger-picture and focused on goal-setting and progress, project feedback from that person’s peers, reflection on how satisfied and fulfilled they’re feeling in their role, and talking through project/industry interests which informs what projects we should advocate for them to be staffed on. We have a progress log template that we customize per PM to keep track of goals and progress.

We try to foster a supportive environment that encourages growth, feedback, and experiential learning, but also that lets folks have the autonomy to get in the driver’s seat as soon as they’re comfortable. Interested in learning more about what it’s like to work at Viget? Check out our open positions here.

As the world works to mitigate the impact of the COVID-19 pandemic, our thoughts are foremost with those already ill from the virus and those on the frontlines, slowing its spread. The bravery and commitment of healthcare workers everywhere is an inspiration.

While Viget’s physical offices are effectively closed, we’re continuing to work with our clients on projects that evolve by the day. Viget has been working with distributed teams to varying degrees for most of our 20-year history, and while we’re comfortable with the tools and best practices that make doing so effective, we realize that some of our clients are learning as they go. We’re here to help.

These are unprecedented times, but our business playbook is clear: Take care of each other. We’re in this together.

Our People Team is meeting with everyone on our staff to confirm their work-from-home situation. Do they have family or roommates they can rely on in an emergency? How are they feeling physically and mentally? Do they have what they need to be productive? As a team, we’re working extra hard to communicate. Andy hosts and records video calls to answer questions anyone has about the crisis, and our weekly staff meeting schedule will continue. Recognizing that our daily informal group lunches are a vital social glue in our offices, Aubrey has organized a virtual lunch table Hangout, allowing our now fully-distributed team to catch up over video. It ensures we have some laughs and helps keep us feeling connected.

Our project teams are well-versed in remote collaboration, but we understand that not all client projects can proceed as planned. We’re doing our best to accommodate evolving schedules while keeping the momentum on as many projects as possible. For all of our clients, we’re making clear that we think long-term. We’re partners through this, and can adapt to help our clients not just weather the storm, but come through it stronger when possible. Some clients have been forced to pause work entirely, while others are busier than ever.

Viget has persevered through many downturns -- the dot com crash, 9/11, the 2008 financial crisis, and a few self-inflicted close-calls. In retrospect, it’s easy to reflect on how these situations made us stronger, but mid-crisis it can be hard to stay positive. The consistent lesson has been that taking care of each other -- co-workers, clients, partners, community peers -- is what gets us through. It motivates our hard work, it focuses our priorities and collaboration, and inspires us to do what needs to be done.

I don’t know for certain how this crisis will play out, but I know that all of us at Viget will be doing everything we can to support each other as we go through it together.

Viget Explorations have always been the result of our shared curiosities. They’re usually a spontaneous outcome of team downtime and a shared problem we’ve experienced. We use our Explorations to pursue our diverse interests and contribute to the conversations about building a better digital world.

As the COVID-19 crisis emerged, we were certainly experiencing a shared problem. As a way to keep busy and manage our anxieties, a small team came together to dive into how technology has helped, and, unfortunately, hindered the community response to the current pandemic.

We started by researching the challenges we saw: information overload, a lack of clarity, individual responsibility, and change. Then we brainstormed possible technical solutions that could further improve how communities respond to a pandemic. Click here to see our Exploration on some possible ways to take the panic out of pandemics.

While we aren’t currently pursuing the solutions outlined in the Exploration, we’d love to hear what you think about these approaches, as well as any ideas you have for how technology can help address the outlined challenges.

Please note, this Exploration doesn’t provide medical information. Visit the Center for Disease Control’s website for current information and COVID-19, its symptoms, and treatments.

At Viget, we’re adjusting to this crisis for the safety of our clients, our staff, and our communities. If you’d like to hear from Viget's co-founder, Brian Williams, you can read his article on our response to the situation.

We have a lot of traditions here at Viget, many of which you may have read about - TTT, FLF, Pointless Weekend. There are others, but you have to be an insider for more information on those.

Pointless Weekend is one of our favorite traditions, though. It’s been around over a decade and some pretty fun work has come out of it over the years, like Storyboard, Baby Bookie, and Short Order. At a high level, we take 48 hours to build a tool, experiment, or stunt as a team, across all four of our offices. These projects are entirely separate from our client work and we use them to try out new technologies, explore roles on the team, and stress-test our processes.

The first step for a Pointless Weekend is assembling the teams. We had two teams this year, with a record number of participants. You can read about TrailBuddy, what the other team built, here.

Once we were assembled, we set out to understand the constraints and the goals of our Pointless Project. We went into this weekend with an extra pep in our step, as we were determined to build something for the upcoming Viget 20th anniversary TTT this summer. Here’s what we knew we wanted:

1. An activity all Vigets could do together, where they could create memories, and share broadly on social
2. Something that we could use in a spotty network at C Lazy U Ranch in Colorado
3. A product we can share with others: corporate groups, families and friends, schools, bachelor/ette parties

We landed on a scavenger hunt native app, which we named Scurry (Scavenger + Hurry = Scurry. Brilliant, right?). There are already a few scavenger apps available, so we set out to create something that was

• Quick and easy to set up hunts
• Free and intuitive for users
• A nice combination of trivia and activities
• Social! We wanted to enable teams to share photos and progress

One of the main reasons we have Pointless Weekends is to test out new technologies and processes. In that vein, we tried out Notion as our central organizing tool - we used it for user journeys, data modeling, and even writing tickets, which we typically use Github for.

When we built the app, we needed to prepare for spotty network service, as internet connectivity isn’t guaranteed at C Lazy U Ranch – where our Viget20 celebration will be. A Progressive Web Application (PWA) didn't make sense for our tech requirements, so we chose the route of creating a native application.

There are a number of options available to build native applications. But, as we were looking to make as much progress as possible in 48-hours, we chose one of our favorite frameworks: React Native. React Native allows developers to build true, cross-platform native applications, using some of our favorite technologies: javascript, the React framework, and a native-specific variant of CSS. We decided on the turn-key solution Expo. Expo has extra tooling allowing for easy development, deployment, and debugging.

Our frontend developers were able to immediately dive in making screens and styling components, and quickly made the mockups in Whimsical a reality.

On the backend, we used the supported library to connect to the backend datastore, Firebase. Firebase is a hosted solution for data storage, with key features built-in like authentication, realtime updates, and offline support. Our backend developer worked behind the frontend developers hooking those views up to live data.

Both of these tools, Expo and Firebase, were easy to use and allowed us to focus on building a working application quickly, rather than being mired in setup or bespoke solutions to common problems.

We made impressive progress in our 48-hour sprint, but there’s still some work to do. We have some additional features we hope to add before TTT, which will require additional testing and refining. For now, stay tuned and sign up for our newsletter. We’ll be sure to share when Scurry is ready for the world!

Like many other companies, Viget is working through the new challenge of suddenly being a fully-distributed company. We don’t know how long it will last or every challenge that will arise because of these unfortunate circumstances, but we know the health and well-being of our people is paramount. As Employee Engagement Manager, I feel inspired by these new challenges, eager to step up, and committed to seeing what good can come of this.

Now more than ever, we want to maintain the culture that has sustained us over the last 20 years – a culture that I think is best captured by our mantra, “do great work and be a great teammate.” As everyone is adjusting to new work environments, schedules, and distractions, I am adjusting my approach to employee engagement, and the People Team is looking for new ways to nurture and protect the culture we treasure.

The backbone of being a great teammate is knowing each other and caring about each other. For years the People Team has focused on making sure people who work at Viget are known, accepted, and cared about. From onboarding to events to weekly and monthly touchpoints, we invest in coworkers knowing each other. On top of that, we have well-appointed offices where people like to be, and friendships unfold over time. Abruptly becoming fully distributed makes it impossible for some of these connections to happen organically, like they would have around the coffee machine and the lunch tables. These microinteractions between colleagues in the same office, the hellos when you get off the elevator or the “what’d you get up to this weekend” chit chat near the seltzer refrigerator, all add up. We realize more than ever how valuable those moments are, and I know I will feel extra grateful for them when we are all back together.

Until that time, we are working to make sure everyone at Viget feels connected, safe, healthy, and most importantly, together, even when we are physically apart. We are keeping up our weekly staff meetings and monthly team lunches, and we just onboarded a new hire last week as thoroughly as ever. There are some other, new ways we’re sparking connections, too.

New ways we're sparking connections:

At the end of the day, we are all here for one reason: to do great work. Our award-winning work is made possible by the trust we’ve built within our teams. Staying focused and accountable to ourselves and our clients is what drives our motivation to continue to show up and do our best. In our new working environment, it is crucial that we can both stay connected and productive; a lot of teammates are stepping up to support one another. Here are a few ways we are continuing to foster our “do great work” mantra.

New ways we're fostering great work:

As the pandemic unfolds, our approach to employee engagement will evolve. We have more things in the works to build and maintain connections while distributed, including trivia and game nights, book clubs, virtual movie nights, and community service opportunities, just to name a few. No matter what we’re doing or what tool we’re using to connect, we’ll be in it together: doing great work, being great teammates, and looking forward.

Viget has helped organizations design and develop award-winning websites and digital products for 20 years. In that time, we’ve been lucky to create long-term relationships with clients like Puma, the World Wildlife Fund, and Privia Health, and, throughout our time working together, we’ve come to understand each others’ unique terminology. But that isn’t always the case when we begin work with new clients, and in a constantly-evolving industry, we know that new terminology appears almost daily and organizations have unique definitions for deliverables and processes.

Kicking off a project always initiates a flurry of activity. There are contracts to sign, team members to introduce, and new platforms to learn. It’s an exciting time, and we know clients are anxious to get underway. Amidst all the activity, though, there is a need to define and create a shared lexicon to ensure both teams understand the project deliverables and process that will take us from kickoff to launch.

Below, we’ve rounded up a few terms for each of our disciplines that often require additional explanation. Note: our definitions of these terms may differ slightly from the industry standard, but highlight our interpretation and use of them on a daily basis.

User Experience

Research

In UX, there is a proliferation of terms that are often used interchangeably and mean almost-but-subtly-not the same thing. Viget uses the term research to specifically mean user research — learning more about the users of our products, particularly how they think and behave — in order to make stronger recommendations and better designs. This can be accomplished through different methodologies, depending on the needs of the project, and can include moderated usability testing, stakeholder interviews, audience research, surveys, and more. Learn more about the subtleties of UX research vocabulary in our post on “Speaking the Same Language About Research”.

Wireframes

We use wireframes to show the priority and organization of content on the screen, to give a sense of what elements will get a stronger visual treatment, and to detail how users will get to other parts of the site. Wireframes are a key component of website design — think of them as the skeleton or blueprint of a page — but we know that clients often feel uninspired after reviewing pages built with gray boxes. In fact, we’ve even written about how to improve wireframe presentations. We remind clients that visual designers will step in later to add polish through color, graphics, and typography, but agreeing on the foundation of the page is an important and necessary first step.

Prototypes

During the design process, it’s helpful for us to show clients how certain pieces of functionality or animations will work once the site is developed. We can mimic interactivity or test a technical proof of concept by using a clickable prototype, relying on tools like Figma, Invision, or Principle. Our prototypes can be used to illustrate a concept to internal stakeholders, but shouldn’t be seen as a final approach. Often, these concepts will require additional work to prepare them for developer handoff, which means that prototypes quickly become outdated. Read more about how and when we use prototypes.

Navigation Testing (Treejack Testing)

Following an information architecture presentation, we will sometimes recommend that clients conduct navigation testing. When testing, we present a participant with the proposed navigation and ask them to perform specific tasks in order to see if they will be able to locate the information specified within the site’s new organization. These tests generally focus on two aspects of the navigation: the structure of the navigation system itself, and the language used within the system. Treejack is an online navigation testing tool that we like to employ when conducting navigation tests, so we’ll often interchange the terms “navigation testing” with “treejack testing”.

Learn more about Viget’s approach to user experience and research. 

In my last post, I defined terms used by our UX team that are often confused or have multiple meanings across the industry. Today, I’ll share our definitions for processes and deliverables used by our design and strategy teams.

Creative

Brand Strategy

In our experience, we’ve found that the term brand strategy is used to cover a myriad of processes, documents, and deliverables. To us, a brand strategy defines how an organization communicates who they are, what they do and why in a clear and compelling way. Over the years, we’ve developed an approach to brand strategy work that emphasizes rigorous research, hands-on collaboration, and the definition of problems and goals. We work with clients to align on a brand strategy concept and, depending on the client and their goals, our final deliverables can range to include strategy definition, audience-specific messaging, identity details, brand elements, applications, and more. Take a look at the brand strategy work we’ve done for Fiscalnote, Swiftdine, and Armstrong Tire.

Content Strategy

A content strategy goes far beyond the words on a website or in an app. A strong content strategy dictates the substance, structure, and governance of the information an organization uses to communicate to its audience. It guides creating, organizing, and maintaining content so that companies can communicate who they are, what they do, and why efficiently and effectively. We’ve worked with organizations like the Washington Speakers Bureau, The Nature Conservancy, the NFL Players Association, and the Wildlife Conservation Society to refine and enhance their content strategies.

Still confused about the difference between brand and content strategy? Check out our flowchart.

Style Guide vs. Brand Guidelines

We often find the depth or fidelity of brand guidelines and style guides can vary greatly, and the terms can often be confused. When we create brand guidelines, they tend to be large documents that include in-depth recommendations about how a company should communicate their brand. Sections like “promise”, “vision”, “mission”, “values”, “tone”, etc. accompany details about how the brand’s logo, colors and fonts should be used in a variety of scenarios. Style guides, on the other hand, are typically pared down documents that contain specific guidance for organizations’ logos, colors and fonts, and don’t always include usage examples.

Design System

One question we get from clients often during a redesign or rebrand is, “How can I make sure people across my organization are adhering to our new designs?” This is where a design system comes into play. Design systems can range from the basic — e.g., a systematic approach to creating shared components for a single website — all the way to the complex —e.g., architecting a cross-product design system that can scale to accommodate hundreds of different products within a company. By assembling elements like color, typography, imagery, messaging, voice and tone, and interaction patterns in a central repository, organizations are able to scale products and marketing confidently and efficiently. When a design system is translated into code, we refer to that as a parts kit, which helps enforce consistency and improve workflow.

Comps or Mocks

When reviewing RFPs or going through the nitty-gritty of contracts with clients, we often see the terms mocks or comps used interchangeably to refer to the static design of pages or screens. Internally, we think of a mock-up as a static image file that illustrates proof-of-concept, just a step beyond a wireframe. A comp represents a design that is “high fidelity” and closer to what the final website will look like, though importantly, is not an exact replica. This is likely what clients will share with internal stakeholders to get approval on the website direction and what our front-end developers will use to begin building-out the site (in other words, converting the static design files into dynamic HTML, CSS, and JavaScript code).

If you're interested in joining our team of creative thinkers and visual storytellers who bring these concepts to life for our clients, we’re hiring in Washington, D.C. Durham, Boulder and Chattanooga. Tune in next week as we decipher the terms we use most often when talking about development.