One of the most challenging parts of any brand design process is getting design approved via "client sign off". It can prove time consuming, demoralizing and if you are not careful can lead to a dissatisfied client. What is more you can end up with a design that you are ashamed to include in your portfolio.
How then can you ensure that the design you produce is the one that gets built? How can you get the client to sign off on your design? Below are 10 tips learnt from years of experience, we call them the "growing pain" years.
1. Write the creative brief
Many of the clients you work with will not have been involved in a web or design project before. Even if they have they may have worked in a very different way to what you would expect. Take the time at the beginning of the project to compose a 'creative brief' explain their role in the design of the site. The best approach is to emphasis that their job is to focus on the needs of their users and business. They should concentrate on the broad issues, while you worry about the details of layout, typography and color scheme.
By clarifying what you expect from the client, you help them to provide the right kind of input throughout the process. The creative brief is also a useful tool that you can use throughout your design process, kind of like a roadmap for the foundation from which you 'brand' your client. Get it approved and you'll have something to fall back on if any disagreements come back to haunt you later on.
2. Understand the business
Before you open up Photoshop or put pen to paper, take the time to make sure you properly understand not only the brief but the organization behind the site. By understanding their business objectives, organizational structure and marketing strategy your design decisions will be better informed.
You cannot rely upon the brief to provide all of the information you need. It is important to dig deeper and get as good an understanding of their business as possible, do some audits, external research, go out and study their competitors. This information will prove invaluable when justifying your design decisions.
3. Understand the users
We all like to think of ourselves as user centric designers, but exactly how much effort do you put into knowing your users before beginning the design process?
Take the time to really understand them the best you can. Try to meet with some real prospective users and get to know their needs. Failing that work with the client to produce user personas to help picture exactly what kind of people they are.
Understanding your users not only improves the quality of your work, but also helps move the discussion away from the personal preferences of the client, to the people who’s opinion really matters. Some client's themselves, do not properly "know" or "understand" their audience until you put it in front of them. Be bold, be creative!
4. Avoid multiple concepts, Avoid multiple concepts...
Many clients like the idea of having the option to choose between multiple design concepts. However, although on the surface this might appear to be a good idea it can ultimately be counterproductive for design sign off.
In a world of limited budgets it is unwise to waste money on producing designs that are ultimately going to be thrown away. The resources would be better spent refining a single design through multiple iterations.
What is more, multiple concepts often cause confusion rather than clarity. It is common for a client to request one element from one design and another from the second. As any designer knows this seldom works. This is one of the primary reasons that legendary graphic designer Paul Rand avoided showing more than one concept to his clients. in fact, his iconic UPS logo was chosen after only seeing ONE comp.
5. Use mood boards
Clients are often better at expressing what they don’t like than what they do. This is one of the reasons why they favour producing multiple design concepts. An alternative less costly approach is to create a series of mood boards. These boards contain a collection of colours, typography and imagery which represent different “moods” or directions, which the design could take.
Mood boards are quick and easy to produce allowing you to try out various design approaches with the client without investing the time needed to produce complete design concepts. This means that by the time you develop a concept the client and designer have already established an understanding about the direction of the design.
6. Say what you like, challenge convention
It is not uncommon for a client during let's say, a web project to ask for a design that looks similar to another site they like. The problem is that it can often be hard to establish exactly what it is about the site that attracts them. Also in many cases the sites they like are not something you are keen to emulate!
A better approach that was suggested by most web professionals is to show them sites that you think the design should emulate. Keep a collection of screen captures from well designed sites and pick out a few that are relevant to that particular client. Explain why you feel these designs might suit their project and ask for their feedback. If they don’t like your choices then expose them to more of your collection and see what they pick out.
7. Wireframe the homepage
Often clients find it hard to distinguish between design and content and so sometimes reject a design on the basis that the content is not right. This is particularly true when signing off the homepage.
You may therefore find it useful to establish the homepage content before producing the design. That way once they see the design they will not be distracted by the content. One of the best ways to do this is by producing a basic wireframe consisting of a series of content boxes. Once this has been approved you will find the sign off of design much easier.
8. Present your designs in person
Although it is true that a good design should speak for itself it still needs presenting to the client. The client needs to understand why you have made the design decisions you have, otherwise they will judge the design purely on personal preference.
Talk them through the design explaining how it meets the needs of their users and business objectives. Refer to the mood boards and preferred sites the client approved and explain how the design is a continuation of those. Never simply email the design through and hope the client interprets your work correctly! It's just impersonal.
9. Provide written supporting material
Unfortunately, no matter how well you justify the design to the client he is almost certain to want to show it to others. He may need his bosses approval or require internal buy in. At the very least he is going to want to get a second opinion from a friend or colleague.
The problem with this is that you are not going to be there to present to these people in the same way you did for the client. You cannot expect the client to present your ideas as well as you did. The reality is that you have lost control of how the design is perceived.
One way to minimize this problem is to provide written documentation supporting the design. This can be a summary of the presentation you gave to the client and allows him to distribute this along with the design. By putting a written explanation with the design you ensure that everybody who sees it gets the same message.
10. Control the feedback
My final piece of advice for managing design sign off is to control the way you receive feedback. A clients natural inclination will be to give you his personal opinion on the design. This is reinforced because you ask them what they think of the design. Instead ask them what their users will think of the design. Encourage them to think from the users perspective. Tell them to do some 'polling' with people unassociated with their inner circle to avoid bias at all costs.
Also encourage them to keep that overarching focus I talked about in my first tip. Their tendency will be to try to improve the design, however that should be your problem not theirs. The role of a client should be to defend the needs of their users and business not do the design. Encourage the client to make comments such as “I am not sure that my female users will like the masculine colours” rather than “can we make the whole design pink.” It is down to them to identify the problems and for you as the designer to find the most appropriate solution. Lastly, please when you're requesting feedback make sure you ask for ONE consolidated and FINAL document of revisions, this way you won't have to sort through 23 emails, as the client changes their mind every other hour.
So there you have it. Our 10 tips to improve design sign off. Will this ensure design approval every time? Unfortunately not. However it should certainly help smooth the way. Now you also know a little bit on how we work, for those potential clients out there... let's talk!