UX Design in real life:
Working with well-meaning critics
When you’re a designer, opinionated stakeholders will be a challenge. Here are some ways to avoid, address, and even harness their involvement.
Digital designers will know the feeling. You’ve prepared a visual design to the last pixel, and are proudly showing it to someone important — when they say something to make the whole thing implode.
I’ve learned by trial and error in these situations. Mostly error. So here are some tips to help you avoid some of my mistakes.
Never lead with the visual
Don’t assume anyone will remember a project’s context. You need to remind them, preferably in a scheduled meeting. But don’t assume you can talk much while they are looking at the work — nobody will be listening.
Set the stage just before the work is shown, with a few condensed slides that may include
- The scope of the original design request (to prevent scope creep)
- Key differences between your users and the people in the meeting — including any differences in screens and devices
- Any research you may have done
- Callouts to diffuse any problem areas you may be sensing
Keep the conversation grounded, remind listeners that they are not end users, and show that your design isn’t your personal opinion. Keep it brief.
Produce unimpeachable work
By incorporating certain checks before you design, and between iterations, you can guard against subjective pushback. You’ll be better prepared if you
- Understand the business problem to be solved
- Understand who your user is, and the problem they are solving
- Look at competitor and similar experiences
- Understand common and intuitive design patterns
- Run your work past fellow designers
- Test your work with people who know the user well
- Test your work with end users
- Consult engineering about tech limitations
As a side effect: you’ll genuinely produce better work.
Be diplomatic
Sometimes you’ll do everything right and still hear unfounded comments. Some folks will have their own reasons to block what you’re doing; reasons you may not be aware of.
You probably didn’t become a designer because you like arguing with people, but don’t be afraid to push back and point out any contradictions. Be polite about it.
Listen
Sometimes a stakeholder will critique your work — and as painful as it may feel in the moment — there will be something right in what they say.
Maybe they won’t articulate it very well. Not everyone has your ability to visualize, let alone translate it into words. But you can read between the lines.
When this happens, seize this opportunity, and collaborate. Assert yourself as the design decison-maker — but also make a good faith effort to hear them.
A person who cares enough to speak out and help create something better is a good challenge to have.
