Hello Web Wise Community!

We all want to give our clients their heart’s desire, right?!?!

However, when their dream design conflicts with smooth, user-centered experience - there's a cliffhanger.

Do you play the humble servant and grant their wishes, or become the vigilant UX warrior, armed with facts, figures and maybe a touch of attitude?

In today’s issue, I will talk about my 4 steps for dealing with a client that wants a design that is bad UX and how you can apply my learnings to your work.

Plus, some links and resources I found this week on:

• Improving validation errors

• The future of UX research

• And more…

Deep Dive

How to deal with a client that wants a design that is bad UX in easy 4 steps

So, how do you avoid falling off the UX-cliff into the pit of client-requested ineffective designs? By exercising patience, honing skills, and adding a touch of wit.

Step 1: Say hello to your secret weapon…Empathy

Mirror, mirror on the wall, who's the most misunderstood of all? Yes, it’s your client!

Most clients aren’t familiar with the intricacies of product design/development vs UX. What's visible might impress them, but they are not acquainted with the backend functionality or what lies beneath.

Be empathetic. Initiate conversations, aiming to educate them without transforming into a textbook.

Make sure to use empathy signaling phrases like:

• “We are on the same team…”

• “I hear what you are saying…

• “That makes total sense.”

• “Let me know if I’m off the mark here.”

Making sure that your client feels heard is the first step to building trust so you can help steer.

Idea💡: Take them through a product that is shiny but doesn’t accomplish the goal, let them experience it so they understand firsthand what not to ask for. Telling often falls flat. Showing, on the other hand, paints a much more colorful and lasting picture.

If this sounds like a struggle, check out this article from Emotional Q on How to Cultivate Empathy as a place to start.

Step 2: Craft good UX in sheep’s clothing

Visual attractiveness and effective UX design are not mortal enemies (shocking, I know).

Sometimes, they are just the right set of ingredients for an exquisite product dish! All it requires is your creative thinking cap (and maybe an extra espresso shot or two).

Idea💡: Present options that fuse eye-catching aesthetics with fluid user navigation. Experiment with colors, icons, or even white spaces that highlight important parts without being too aggressive. Its alright to incorporate, and even value, pleasing visuals as long as you are not jeopardizing user-centered experiences.

Step 3: Be strategic in your presentation

Knowing how to make your case effectively is more than half the battle.

I get it; our intuitive thinking says: lead with the data, hit 'em with the stats! But for clients who have fallen for the glitzy allure of bad UX (:cough: carousels :cough:), presenting raw numbers and figures may end up resembling a classroom lecture on quantum physics.

So let’s switch strategies!

Think about what your client cares about and speak their language. Are they serious about consumer experience? If so, the example above is perfect for them.

Are they are person that loves metaphors and analogies? Relate a poorly UX'd design to a swanky car that looks amazing but fails to start.

Do you happen to know that your client is a true food enthusiast, you could discuss a five-star gourmet meal that comes with a rather unpleasant souvenir of food poisoning.

Idea💡: Choose a topic that aligns with their interests. A clever twist might drive your point home effectively!

Step 4: Find common ground and compromise

When advocating for good user experience (UX), it's important to find common ground with your client.

While it can be tempting to channel our inner stubborn and sassy fiv-year-old who insisted on wearing only the black & yellow one-piece Pikachu pajamas, understanding the client's vision and objectives is crucial.

Idea💡: Remember, compromise doesn't mean sacrificing the principles of good UX. It means finding creative solutions that meet both the client's aesthetic preferences and the users' functional needs.

By following these steps, you can navigate the delicate balance between client demands and user experience, ultimately creating a product that shines both visually and functionally.

The Best Links

🧠 Learning

• How to Improve Validation Errors with Adaptive Messages (link)

• Khoi Vinh on Why passwords are ultimately a design problem. (link)

💰 Earning

• Bilingual Senior UX Designer (Spanish) at Code for America (link)

• Remote Senior Independent Product Manager/Product Designer at A·Team (link)

🔥 Burning (Hot Topics)

• What Spotify’s latest layoff means for a career in UX Research (link)

That’s all for today!