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Tips for Delivering Bad News to Clients

Ugly software interface

Your Baby is Ugly!

That’s the title of the article I just published on UXmatters,  in which I give advice on how to soften the blow of delivering bad news to clients. Let’s face it, when we perform an expert evaluation, usability testing, or user research on an existing product – most of what we find is problems with the current product. Clients don’t pay us to tell them how great their products are. If they’ve hired us, it’s to find problems that can be fixed. But there are ways to make it easier to deliver bad news. In this article I provide the following advice:

  • Get the stakeholders to admit that it’s ugly first
  • Get everyone to buy into your research methods upfront
  • Encourage stakeholders to observe the research
  • Blame the bad news on the participants
  • Back up your findings with metrics
  • Present recordings and quotations
  • Don’t beat your audience over the head
  • Emphasize your expertise
  • Back up your findings with examples of best practices
  • Show your stakeholders they’re not alone
  • Position it as providing recommendations, not pointing out problems
  • Mention the positive aspects too
  • Deliver your findings in person
  • Prioritize the problems they should solve
  • Provide a plan for addressing the problems

You can find more details about this advice in my latest article, Your Baby is Ugly.

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New Article: Client Reactions to User Research Findings

As a design researcher, I’ve heard a lot of reactions from clients about the user research findings, both positive and negative. Fortunately, they’ve been mostly positive, but the negative reactions make for the best stories. I’ve written about those in my latest article in UXmatters: Client Reactions to User Research Findings. It includes the following reactions:

  • “Ho hum. Where are the designs?”
  • “We already knew that.”
  • “You’re wrong!”
  • “You talked with only 12 people.”
  • “Why didn’t you mention this problem?”
  • “The recommendations aren’t specific enough.”
  • “We could have done that ourselves.”

Read the entire article at UXmatters: Client Reactions to User Research Findings.