I remember studying great designers like Saul Bass under famed designer, author Phil Meggs. We talked about discovering a process that netted the best outcome for the client and how it would take time to perfect that process. We spoke about research and the need for the designer to be more than a technician of the arts- the need to be a visual communicator.

I’ve taken those words to heart and have been using our User-Centered Design methodology here at Modal for almost a decade. Of course as new techniques and efficiencies are discovered we revise our process. In the end, it’s a valuable use of our time and an invaluable use of the client’s time and money.

However, recently I was reminded of what happens when you are asked by a client to abandon your process for the sake of meeting a deadline. Specifically, hurrying through wireframes to get to Photoshop comps and then back tracking through things that should have been resolved through information architecture, testing, and wireframes.

Mind you, I am not a process for process-sake kinda guy. And frankly, sometimes you can skip a step or two where it makes sense. But more than likely the time you save by removing steps will be eaten way in design revisions.

The Process

The user experience process informs the design of a site. So when a client looks at your home page composition and questions your approach you can point to previous discoveries during your process to explain. Without evidence or best practice reference your client can quickly steer you down a road of revisions after revisions.

The User-Centered Design methodology that we use insures that we create the right user experience, design, and final code the first time. Our agile process allows us to work through concepts quickly so when it comes time to design we can focus on execution- not figure out behavior and information architecture. In almost a decade we’ve found this process to help create award-winning sites for our clients.

Just about every time we’ve been asked to forgo some or all of our process it has lead to an over abundance of iterations, churn, and frustration. Never are good for your client or your team.

How to Prevent It

Step 1: Inform
When you begin working with a client make sure they understand your process. Let them know that it is in place for a reason and provides value to the project. Also, make sure the deadlines can be met utilizing your process.

Step 2: Illustrate
Show the client sample deliverables and how they are used to create the end product. Site maps, personas, and wireframes can be intimidating at first.

Step 3: Enforce
When the client asks you to skip a step, remind them of the value. If they pressure you, make sure you really need that step. If not, let it go and move forward. If so, reinforce the value statement.

What if They Insist?

If your client insists that you skip steps that are necessary to complete your design then they most likely don’t respect your process and are looking for a commodity design- meaning a design that probably looks like something they’ve seen on a gallery site. Clients like this have usually gone through several freelancers and agencies. They are not good for you, your portfolio, or the design industry as a whole.

If you let the client dictate your process then you give control of the quality over to the client. Quality should always be in your control because in this small world of ours word gets around. Do bad work and you’ll hear about it. Same goes for clients who don’t respect process and want you to Shut Up and Color- word gets around.

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