Questions UX Designers Ask Their Clients
First, let’s look at some some of the challenging questions UX designers often ask—and some answers they might get in response.
UX designer:
Have you got a set of requirements for this project?
Client:
Worst answer—Have we! We figured this stuff was pretty easy, so one of the guys has produced a set of designs using PowerPoint and Paint. They’re really great, just what we want, so you can just put them into Visio or whatever it is you guys do.
Better answer—Well, we have a clear idea about what we want to do as a business, but we’re concerned we don’t understand our users perhaps as well as we should. Can you help us with that?
Best answer—Sure, here you go. (Handing over a set of clear, objective requirements that show an understanding of what the business is trying to achieve and what users are trying to achieve.) We’d appreciate your thoughts if you feel we’re missing any opportunities.
UX designer:
What do we know about our users?
Client:
Worst answer—Oh, I’ve been working in this business for 20 years now, and so has Dave our sales guy, so yeah, we know these schmucks. They’re people like us, basically. Only not so smart—I mean, hey! They buy our products, right? Right!
Better answer—Well, we think we have a pretty good understanding, but it would help to check. Can you help us get that sort of insight?
Best answer—Sure, we regularly have interviews and focus groups with our users, plus regular surveys on our sites. What do you want to know?
UX designer:
I’ve produced a first set of wireframes using Visio, and I’d really like your input on the design at this early stage.
Client:
Worst answer—Uh … I’m not trying to criticize your design vision here, but shouldn’t there be some colors in this? And maybe pictures rather than those boxes with Xs in them? Hey! What’s this Lorem Ipsum? Have you been outsourcing this work? We’re not paying you to do that!
Better answer—I love the minimalist style! And this kooky language! Can you do this in Klingon, too? We’re targeting the site at nerds, and they’ll really love this stuff.
Best answer—I like the page layout, but I’m concerned there isn’t going to be enough room for the promotional material we’ll need to put there. Can you take a look at that?
UX designer:
You obviously sell to a wide range of people. Who are your main customers?
Client:
Worst answer—Everybody. This site has to sell to everybody equally. You’re the designer. Make it happen.
Better answer—I’m not sure. I can dig out any information we have if that would help?
Best answer—We have a number of key target customers. Our marketing team has worked up some profiles if you’d like to see them? I can talk you through them and highlight who we sell to most at the moment and the customers we want to develop.
