Your client dislikes the app's design direction. How do you pivot to meet their expectations?

If there is a conflict between client and the design team concerning the app’s design direction, I start by understanding their specific concerns through open discussion and with empathy. I review the initial brief and feedback where the misalignment occurred. Then I propose alternative design solution that address their concerns while staying true to the project goals. Throughout, I keep the client involved to ensure we pivot in a direction that meets their expectations and delivers a successful final product.

At work, I learned the importance of actively listening to a client's concerns. When they expressed dissatisfaction with the app's design, I asked specific questions to understand their issues, including their vision, preferences, and goals. This helped me gain clarity on their priorities and create a safe space for open discussion. This led to a more tailored and effective solution. Active listening transformed a frustrating experience into an opportunity for collaboration, reassuring the client that their input was valued, and making the design process smoother.

I have definitely ran into this scenario many times. Most of the times it involves individuals who don’t understand the power of UX design, either because they think of it as only aesthetics or they don’t understand the power of user-centric design. For these types of clients, I provide proven business cases and remind them that good UX can greatly benefit the bottom line. I also go out of my way to build trust and explain that I am here to become a trusted advisor. My job is to help educate and support them so that they can become a thought-leader in the betterment of their products. I also discuss how I can support them in managing their relationship with the Dev team and provide a conduit for greater innovation.

Step back and ask how you got here in the first place, before any “design” happened, wouldn’t your team have done a mood board process looking at existing apps and systems w the client to get directional guidance on desired look, feel, ux?

The author emphasizes the importance of critical feedback assessment after gathering feedback. They recall a client's dissatisfaction with an app's color scheme, which they initially thought was in line with UX best practices. However, after a thorough review, they discovered that the color choices were not vibrancy the client desired. The author weighed the importance of user accessibility, brand identity, and emotional response to the design. They proposed a solution that balanced functionality and aesthetics, ensuring the client's needs were respected while maintaining a functional and user-friendly app.

The author emphasizes the importance of proposing practical and clear solutions when responding to criticism. They describe a client who disliked an app's navigation structure due to confusion. Instead of justifying the design, they offered alternative layouts, explaining how they would improve user experience. They provided visual mockups, emphasizing the benefits of these changes. This collaborative approach allowed the client to make an informed decision, ensuring a product that worked for both them and end-users.

Iterating designs based on client feedback is crucial for creating the best app version. In a project where the client was specific about the button layout, we made several changes and presented the updated design. Each iteration brought us closer to the client's vision. We communicated continuously, ensuring their satisfaction with every tweak and providing insight into the rationale behind design decisions. Iteration not only refines the design but also builds trust with the client, as they see their feedback being taken seriously and their needs being addressed at each step.

At work, we made design changes to address client feedback but were unsure if they would work in practice. To validate these adjustments, we conducted thorough user testing with real users to observe their interaction with the app. Sharing the test results with the client reinforced the effectiveness of the changes and gave them confidence in our data-driven approach. Thorough testing can reveal unexpected issues, ensuring the design is visually appealing and fully functional. This approach not only reinforced the effectiveness of the design tweaks but also gave the client confidence.

Maintaining balance is crucial for successful design. A client wanted an ultra-sleek, minimalistic design with few UX-friendly features. To ensure a smooth user experience, I explained that certain elements were essential. For example, a complicated gesture-based navigation system could confuse users. I showed examples of designs that maintain simplicity and functionality. By explaining the reasoning behind design decisions, I helped the client appreciate the balance between their vision and established UX best practices. The result was a design that met the client's expectations and ensured the app was intuitive and user-friendly.