We’ve always been somewhat “torn” between our corporate stance on client commentary and intervention. Generally we see ourselves as experts that provide guidance to a client and of course actually produce designs and applications to suit their goals and objectives. However, we’ve always taken the stance, much like a lawyer I guess, that we’re providing advice and that the client is ultimately the one making the decisions. I’ve often said to a client that “I am here to give you my expert opinion, and to guide you toward the right decision, but I will let you make what I feel is a mistake or a choice in the wrong direction.” (To a point of course…if a client chooses what we think is a disastrous path, we may choose to not work with that client, although this is a very rare occurrence)
You’d think that stance would protect us at least partially from things going bad…it rarely does when things do go down that wrong path from time to time. The reason for this post today, was this thoroughly entertaining piece posted on the “The Oatmeal” site. As I read this, I knew how the designers here at MARSWorks felt on many projects when their proposed designs turned from what they were proud of in the beginning, to something they wished they had never been a part of when the site or application launched. While there really isn’t anything funny when it happens, our entire team enjoyed this creative and entertaining piece that is amazingly consistent with many of our experiences. (and to those existing clients who are reading this, you know who you are!
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I think over the years many companies like ours follow similar paths and become more and more able to diagnose “the wrong path” and can be more confident in their objections to a client’s bad choices. However, being the diplomatic people that we are, I think that the answer is sometimes a balance between what you think is right and the client’s often more knowledgeable position on their clients and what will help them succeed. The trick, as always, is to make sure that the true users of the website or application are the ones that all involved are primarily concerned with…hopefully that leads to better decision making on design and production in the long run.