How to manage client feedback?
for designers
NEGATIVEfeedback
POSITIVEfeedback
CONSTRUCTIVEfeedback
needs to be managed!
needs to be comprehended well!
NEGATIVE feedback
CONSTRUCTIVE feedback
WHYBut
manage it?
It makes you a more efficient designer
It makes you a more efficient designer
It’ll help cut delivery times
It makes you a more efficient designer
It’ll help cut delivery times
And above all, it’ll keep your clients happy
It makes you a more efficient designer
It’ll help cut delivery times
And above all, it’ll keep your clients happy
So, manage client feedback effectively and...
DESIGN SUPERHERO...become a
Image by Marvel Studios
YOU TOOcan become one
But How ?
Image by Universal Pictures
1. Document the feedback
1. Document the feedback
Not like this...
Document everything received as feedback for all parties to approve
Document everything received as feedback for all parties to approve
No need to shuffle through back/forth email mess
Use visual collaboration tools like Framebenchor Project management tools like Basecamp, Asana
Use visual collaboration tools like Framebenchor Project management tools like Basecamp, Asana
BE SMART!
Use visual collaboration tools like Framebenchor Project management tools like Basecamp, Asana
Some tools automatically document everything for you
Some tools automatically document everything for you
You invite people who’re relevant to the discussion in workspace (like it happens in a meeting room)
Some tools automatically document everything for you
You invite people who’re relevant to the discussion in workspace (like it happens in a meeting room)
They automatically get access to all the contextual feedback.
2.Clarify ambiguous feedback
Image by - http://www.johnfeodorov.com
2.BEFORE making changes
Clarify ambiguous feedback
Image by - http://www.johnfeodorov.com
Make sure your clients agree to your interpretation before starting the changes
Make sure your clients agree to your interpretation before starting the changes
Strive to turn ambiguous comments into directions and not opinions
Give your comments or feedback directly over your images, videos or PDFs.
3. Describe how feedback may impact Project scope
Pen Marker
Sharpie Purple
3. Describe how feedback may impact Project scope
Feedback can change project scope considerably
Posters by http://thechive.com/2013/01/30/designer-turns-negative-client-comments-into-funny-posters-41-photos/
LEAVE NO ROOM
FORSURPRISES!!!!There should be no
surprises !
To avoid surprises, have a contextual discussion on the feedback
and get everybody on the same page.
To avoid surprises, have a contextual discussion on the feedback
and get everybody on the same page.
Or just have a real time meeting on the design and present your
case smoothly.
COMMONPROBLEMS WITH
CLIENT FEEDBACKImage by - http://www.justagirlandherlittledog.com
Actionable but negative feedback
Actionable but negative feedback
Don’t get emotional about negative feedback. It’s Okay!
Don’t get emotional about negative feedback. It’s Okay!
Instead, educate your client
Don’t get emotional about negative feedback. It’s Okay!
Just understand what exactly the client is trying to say
Instead, educate your client
Don’t get emotional about negative feedback. It’s Okay!
Just understand what exactly the client is trying to say
Tip : Do write back to your client with a clarification of your original intent.
Instead, educate your client
Client contradicts the Design and Branding guides
Understand the mindset behind the suggestions
Understand the mindset behind the suggestions
Come up with changes more consistent with the guidelines
Understand the mindset behind the suggestions
Come up with changes more consistent with the guidelines
Tip: Put the design guideline in the same workspace as a PDF and link your reasons
on it for better understandability
Client dislikes everything you have done
Image by http://beyondthefalls.tumblr.com/post/15764032404
Add him/her on your feedback tool
Have a meaningful online discussion and go through the design again
Add him/her on your feedback tool
Add him/her on your feedback tool
Have a meaningful online discussion and go through the design again
Tip: Try to have more face to face discussions with client to build rapport.
Image by http://www.mauraneill.com
Meet at coffee shop, do a Google Hangout, Skype calls or use real-time sync tools
That’s all folks! Hope this helps you in becoming a DESIGN SUPERHERO
Image by Walt Disney Pictures
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Cover slide image by http://ardentheatre.org/
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