How to manage client feedback?
for designers

NEGATIVEfeedback

POSITIVEfeedback

CONSTRUCTIVE
feedback

needs to be managed! needs
to be comprehended well! NEGATIVE feedback CONSTRUCTIVE feedback

WHY
But
manage it?

It makes you a more
efficient designer

It makes you a more
efficient designer It’ll help cut delivery times

It makes you a more
efficient designer It’ll help cut delivery times And above all, it’ll keep your clients happy

It makes you a more
efficient designer It’ll help cut delivery times And above all, it’ll keep your clients happy So, manage client feedback effectively and...

DESIGN SUPERHERO ...become a Image
by Marvel Studios

YOU TOO
can become one

But How ? Image by
Universal Pictures

1. Document the feedback

1. Document the feedback Not
like this...

Document everything received as feedback
for all parties to approve

Document everything received as feedback
for all parties to approve No need to shuffle through back/forth email mess

Use visual collaboration tools like
Framebench or Project management tools like Basecamp, Asana

Use visual collaboration tools like
Framebench or Project management tools like Basecamp, Asana

BE SMART! Use visual collaboration
tools like Framebench or Project management tools like Basecamp, Asana

Some tools automatically document everything
for you

Some tools automatically document everything
for you You invite people who’re relevant to the discussion in workspace (like it happens in a meeting room)

Some tools automatically document everything
for you You invite people who’re relevant to the discussion in workspace (like it happens in a meeting room) They automatically get access to all the contextual feedback.

2. Clarify ambiguous feedback Image
by - http://www.johnfeodorov.com

2. BEFORE making changes Clarify
ambiguous feedback Image by - http://www.johnfeodorov.com

Make sure your clients agree
to your interpretation before starting the changes

Make sure your clients agree
to your interpretation before starting the changes Strive to turn ambiguous comments into directions and not opinions

Give your comments or feedback
directly over your images, videos or PDFs.

3. Describe how feedback may
impact Project scope

Pen Marker Sharpie Purple 3.
Describe how feedback may impact Project scope

Feedback can change project scope
considerably Posters by http://thechive.com/2013/01/30/designer-turns-negative-client-comments-into-funny-posters-41-photos/

LEAVE NO ROOM FOR SURPRISES!!!!
There should be no surprises !

To avoid surprises, have a
contextual discussion on the feedback and get everybody on the same page.

To avoid surprises, have a
contextual discussion on the feedback and get everybody on the same page. Or just have a real time meeting on the design and present your case smoothly.

COMMON PROBLEMS WITH CLIENT FEEDBACK
Image by - http://www.justagirlandherlittledog.com

Actionable but negative feedback Actionable
but negative feedback

Don’t get emotional about negative
feedback. It’s Okay!

Don’t get emotional about negative
feedback. It’s Okay! Instead, educate your client

Don’t get emotional about negative
feedback. It’s Okay! Just understand what exactly the client is trying to say Instead, educate your client

Don’t get emotional about negative
feedback. It’s Okay! Just understand what exactly the client is trying to say Tip : Do write back to your client with a clarification of your original intent. Instead, educate your client

Client contradicts the Design and
Branding guides

Understand the mindset behind the
suggestions

Understand the mindset behind the
suggestions Come up with changes more consistent with the guidelines

Understand the mindset behind the
suggestions Come up with changes more consistent with the guidelines Tip: Put the design guideline in the same workspace as a PDF and link your reasons on it for better understandability

Client dislikes everything you have
done Image by http://beyondthefalls.tumblr.com/post/15764032404

Add him/her on your feedback
tool

Have a meaningful online discussion
and go through the design again Add him/her on your feedback tool

Add him/her on your feedback
tool Have a meaningful online discussion and go through the design again Tip: Try to have more face to face discussions with client to build rapport.

Image by http://www.mauraneill.com Meet at
coffee shop, do a Google Hangout, Skype calls or use real-time sync tools

That’s all folks! Hope this
helps you in becoming a DESIGN SUPERHERO Image by Walt Disney Pictures Share on facebook Liked this? Share it with people you care Share on twitter

Cover slide image by http://ardentheatre.org/
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