Additional Resources
Client-communication
Overview
Communicating with managers, clients, and stakeholders is something we all will experience someday, whether that be through email, call, or in-person interactions. Thus, understanding how to communicate with them is an essential. In this module, we will cover best practices in client communication to prepare you for your future projects.
Module Length: 20 min
Communication Musts
Client communication varies for each person and company, but there are a general set of guidelines you should follow, no matter who you’re working with.
Keep Them Updated
When you’re working on a project, it’s easy to get carried away without pausing to update others on your progress. However, by keeping clients (and team members!) in the loop about your work, you’ll be able to receive guidance and feedback throughout your project. If you’re halfway done with the project before contacting your client, you wouldn’t know if there had been a major change to the project prompt, or you might find out that the way you interpreted the prompt was completely different from your client’s vision. Providing regular updates prevents those mishaps from happening.
Clients also appreciate these updates as they have a lot to manage in addition to your project. Your updates allow them to balance all that is going on behind the scenes and decide on what they need to focus on moving forward.
Be Transparent
Being transparent means asking questions if you’re confused, letting clients know if things are not working, and more. Be transparent about your updates as well: If you’re unable to meet deadlines, inform your team and provide reasoning as to why and when you think you’ll be able to send in the deliverable. Hiding things from your client and your team will only create more trouble and stress later down the road as you scramble to get everything together. Transparency helps establish trust between you and your client, and that trust is the key to a great client-employee relationship.
Also, it’s okay to say no! If you know you’re not able to take on an additional task or are unsure of how to do something, it’s better to be truthful and/or ask for help than to struggle through it on your own.
Provide Context
Clients are busy people and have a lot to keep track of besides your project. When you’re giving them an update or asking to meet, make sure to give context on the project thus far, the reason for a meeting, or anything else to help them understand what’s going on.
As a designer, you know the ins and outs of the entire project from the design side, along with all the data and design jargon it comes with. However, your client is likely a non-designer and have no idea what you mean by things like “synthesizing data with affinity maps” or “creating components and variants for mid-fi prototypes”. Thus, providing context in this sense is also essential: break down the design phase, the methods you used, and why you chose them when explaining your work. Don’t use technical jargon when you don’t have to.
client-communication and Adapt
While it may seem like your clients have everything together, that may not always be the case. You will never know the full context of what your client is working on outside of your project, nor will you fully know how they’re doing outside of work. Remember that your clients are humans too. They can make mistakes, forget things, miss meetings, among other things. Be open-minded and understanding if things shift around or if communication goes awry, and be prepared to adapt to the situation as needed.
Talking Tips
Talking to clients may seem intimidating, especially given how professional they seem, but, it’s not that different from regular team communications!
Ask Questions
If you’re confused about something, don’t be afraid to ask. You’ll be able to gain a lot more by asking than keeping to yourself. Ask for project clarifications, feedback and critiques, tips and tricks, or other helpful advice from the more experienced party. People are always happy to help out and answer questions, especially if it’ll benefit everyone.
Ask for and Give Feedback
Always ask for feedback when you can! Throughout your presentations or product pitches, make sure to pause and give your clients or audience the time to critique your work. This will let you know which ideas are feasible, how to iterate on your designs, and what direction to take your project in moving forward.
Along the same lines, voice your opinions during feedback sessions as well. For example, if your clients makes a suggestion that doesn’t align with the research you collected, let them know right away. Projects will be a lot more efficient and open if critiques are a two-way communication between the client and project team.
Be Friendly
Treat your clients how you want to be treated. They are people as well, so be sure to communicate with them respectfully and be polite and approachable.
If possible, try to connect with them outside of the workplace as well. Forming a client relationship that isn’t strictly related to the project makes the experience a lot more memorable and fun for both sides. Communication will become easier as you become more comfortable talking with your client. But, be professional in what you share and be respectful of their time. Don’t spend the entire meeting trying to get to know them when that time was dedicated to your progress updates.
Draft Outlines
Outlines are a lifesaver if you’re unsure of how to go about a meeting. Creating email drafts and meeting outlines is a great guide for planning communications, and keeps everyone on your team on the same page. Before meetings, create a general outline of all the points you want to go over with your client and a list of questions you want to ask. During meetings, give your clients a quick recap of your work since you’ve last met, what you hope to accomplish in the current meeting. Outlines are a great way to stay organized and keeping meetings productive.
Conclusion
Communicating with clients is surprisingly simple, and most of it is already what you do on a daily basis. There are a few nuances to keep in mind here and there, like providing context, but there isn’t much to it other than that. It’s completely normal to be nervous when working with clients or a new team! But, as long as you keep your cool and use good communication practices, you will be a-okay :)