Bridging the Gap: Making the Most of the Differences Between Agency and Enterprise
Summary
Melinda will talk about the ways culture, tools and skills differ between enterprise and agency teams, and how those differences manifest themselves in the working relationship. She’ll also discuss ways agencies and enterprises can bridge the gap by using their differences to equal advantage.
Key Insights
-
•
The agency-enterprise relationship mirrors the left brain (enterprise) and right brain (agency) dynamic, balancing business rigor with creativity.
-
•
Kate Middleton symbolizes the enterprise: tradition, institutional knowledge, and protecting the status quo.
-
•
Megan Markle symbolizes the agency: outsider mindset, disruption, and driving change.
-
•
Tool incompatibilities, such as enterprises blocking Dropbox or Google Docs, create collaboration challenges that require proactive bridging.
-
•
Enterprises often want agency work done efficiently with minimal internal involvement, but this can limit the quality of output.
-
•
Agencies want access to robust information and guidance to do their best work and build long-term relationships.
-
•
Well-crafted briefs and clearly defined roles on both sides are critical to successful agency-enterprise collaboration.
-
•
Regular, aligned feedback sessions reduce misunderstandings and rework, preventing burnout and turnover (e.g., agency creatives quitting).
-
•
The culture and tooling shape workflows deeply; understanding these helps agencies and enterprises adapt to each other better.
-
•
Viewing the agency-enterprise partnership as a relationship requiring nurturing and attention is key to managing tensions productively.
Notable Quotes
"We are two sides of the same coin, even though it might feel like a different currency from an entirely different country at times."
"Kate Middleton has been doing this for a hot minute, invested in maintaining the status quo because if it ain't broke, why fix it?"
"Megan Markle brings a different approach that can be quite valuable because she’s a non-conformist and a catalyst for change."
"If you send me a Dropbox link on my work laptop, I will not be able to open that."
"The enterprise wants agencies to do the work as efficiently and independently as possible."
"If you don’t get good guidance and feedback from your enterprise partner, you’re not going to do the best work possible."
"Jennifer quit because the feedback loop was too fragmented and overwhelming."
"A little extra work goes a long way, sometimes you just have to spend time to save time."
"It’s not about setting and forgetting; you have to nurture your agency-enterprise relationship like an actual relationship."
"Inside every challenge is an opportunity, and letting your partners challenge your assumptions is necessary."
Or choose a question:
More Videos
"If you value innovation and design, then you're investing in creativity."
Dr. Karl JeffriesThe Science of Creativity for DesignOps
January 8, 2024
"Show them, don’t tell them — involving stakeholders early builds skin in the game and helps control quality."
Amy MarquezINVEST: Discussion
June 15, 2018
"Enterprise UX is still nascent—businesses worldwide are just beginning to figure out where UX fits."
Steve Portigal Chris Chapo Kelly Goto Christian RohrerDiscussion
May 13, 2015
"How do you organize a design team to work within a changing environment without freaking everybody out."
Alicia MootyDesign Staffing Models
September 30, 2021
"The only rule is to maintain your smile and just to feel the being that have fun."
Ana Maria Montero Barrantes Aditi Dhar Michelle Kaplan Nate Osborne Matt LaurenceThe Authentic UX Talent Show
January 8, 2024
"We never compromise on the business goals, but how we achieve them can be flexible and pragmatic."
Lada Gorlenko Sharbani Dhar Sébastien Malo Rob Mitzel Ivana Ng Michal Anne RogondinoTheme 1: Discussion
January 8, 2024
"Choosing a research repository is a big battle in your organization; the right decisions can really help you succeed."
Sofia QuinteroThe Product Philosophy Behind EnjoyHQ
March 10, 2021
"Nobody loves it when someone from another department shows up to tell people how to do their jobs better."
Laura KleinUnique challenges of innovation in enterprises
April 23, 2020
"Combining the what we see in data with the why we get from user research is where true insights live."
Andrew MichaelBuilding a Product Insights Team
March 10, 2022
