Jason Mauss' Blog Cabin

Jason Mauss rants about clients who think they know something about web design. I agree with Jason in that web design in particular is a field where the bar for considering oneself an expert is considerably lower than for many...

Web Design.
Comparison with car maintenance - unfair.
Comparison with interior decorating - fair.

Mind you having said that, interior decorators can get precious about their designs now and again, too :-)

Learn to become snooty. And scoff. A lot.

Actually, the problem is that you're giving them the option in the first place. At least, that's what they perceive. The only initial feedback you want is an "overall look and feel" -- if they mention specific colors, columns, fonts, etc -- stop them *right* there and say that those items come at a later point in the process.

Once you get the look and feel that you think they want, present them with a static prototype (JPG). Once you've laid that down, they'll only ask for minor tweaks to it -- and fight the bad ones as needed. It's a much easier battle that way.

Just because an Interior Decorator is an expert in their field doesn't mean that I as a paying client have to like everything they come up with. I've seen plenty of interior designs that I'd never put in my house, as there is always a subjective side to "art."

The same is true of web design. Just because you are an expert in the field with years of experience doesn't mean everyone is going to love everything that you do, because people have different motivations, tastes and desires. In addition, being a self-proclaimed expert automatically reduces your credibility in the objective review category - two different experts looking at the same web design challenge will come up with two different approaches.

It's always frustrating when you're hired to do something, ostensibly because you're the expert, and am then subject to too much opinion.

I think there are two broad areas to design, aesthetic and functional. There are certainly aspects of the UI that are comparable to working on an engine in a car and there's most likely an element of "truth" as to which solution is better. But there are also aspects of design that are more like painting the car and "truth" there suddenly becomes much more subjective.

It's important as a design consultant to be clear on which type of design consideration you're dealing with when discussing matters with the client. If it's something where the UI functionality would be flawed, then be direct with the client in explaining why your design is superior.

If the discussions that are frustrating you deal with subjective things like color scheme then it depends on your contractual relationship with the customer. If you have an hourly gig, then let them know what your opinion is but let them know you'll do whatever they want and make as many changes as they desire. Be very clear with the customer that the back and forth process is going to increase the project costs. They will bear the cost of their opinions. If the final design is what they want but not to your liking, then you have another satisfied customer and don't include the project in your portfolio.

If you have a fixed bid contract, then you bear the cost of going back and forth. Not good. For this type of relationship, it's very important that you get a high-level view of what they want, develop several prototype images, let them choose the design prototype they like best and do two or three more iterations of prototyping. It's critical they buy off on one of the prototypes. Once they buy off you need to make it clear that the period of soliciting input on aesthetics is basically closed. After that, if they can't resist changing the design, you should discuss switching to an hourly contract and be up front that you want to make sure they get exactly what they want and their aeshetics are sufficiently different from yours that you'll need to put in more time than your standard projects.

I give them *EXACTLY* what they ask for, after copious emails and screenshots with their seal of approval.

First let me say, yes it is frustrating, but by the same token expecting others to change is inviting frustration!

It doesn't always work but sometimes the key is in how you present your ideas.

If you make can make them feel smarter, let them think 'I rule', when they chose what you want them too chose, they are much more likely to. This is a real skill, something I wish I was better at...

^_^,Pretty Good!

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