How to convince a customer that what he wants is a bad thing to do? [closed]

Question

For instance, customers that we're creating web sites for, request things like:

• all links should open in a new window
• put custom 'Back' button on every page while there is a working browser's equivalent
• make some part of the text blinking etc.

Of course I tell them it's wrong, but is there some nice list of bad things to have from a respected source that I can point them to?

Answer 1

Become that respected source. Seriously: if your clients are showing reluctance to take your advice directly, compose documents that illustrate good and bad user interface design and publish it on your website. You gain three things from this:

1. You become more knowledgeable about the why of bad and good design. Having to think through something to compose it into a document is more helpful than many give it credit for.

2. If this is publicly published, you probably will get feedback about your ideas. Throw away the bad suggestions and integrate the good, and you become better at your craft.

3. You have the source for these discussions in a presentable format, yet you retain all your personal branding. If you include examples and demos of the good and bad, most people can see why you advocate for your ideas.

EDIT: epotter is dead on as far as the "buck stops here" aspect of interacting with a client. If your documents can show why irritating a user is a loss of revenue in the long run, it is unlikely you will have much push-back. On the other hand, if your personal preferences includes UI designs that don't help with retention... stop doing that. (I recall the days of "CSS Only, No Tables" designers before CSS had matured: they insisted on forcing their designs on clients, even though in some browsers they didn't render well. While a cause is admirable, you work for the client not a cause.)

Answer 2

Always try and show them how it will cost them money. For example, if they are going to do something that annoys the user, they will have less traffic which will lead to less revenue.

For better or worse, dollars always speak the loudest.

Answer 3

First, don't tell them it's wrong.

They may take it personally.

Instead, understand the need they are trying to fill, then suggest alternatives that don't include the bad behavior. Mock all the alternatives up and point out the good and bad of each one. Let them choose. As long as you have a good alternative, and sufficiently pointed out the faults of the bad implementation, then they generally come around to your point of view.

In other words, act like a designer. When a customer says, "I want green text on a red background," you don't immediately tell them that 10% of the world's males cannot read that, you first need to understand why. "Well, it's Christmas," then you can suggest alternate themes to give the site a festive feel without the design error. As long as the mockups you suggest are better than theirs then they will generally acquiesce.

Not because they made an error, but because you saw their real need and improved on their idea.

If they're adamant after that, though, do the work - don't spend your time trying to convince them the error of their design sense, it's a waste of resources.

Educate them over the long term, but if it takes you an hour to convince them not to make a change, that's one hour you could have spent improving your relationship with customers who treat you as designers rather than web-monkeys.

-Adam

Answer 4

I've had to play a semi-sales role at time with web projects and I have to stress how important it is to keep the customer happy.

Nevertheless, I completely agree with you that you are obligated to say something in the name of giving them what they want. I always found that the best approach is to start by agreeing with them (in principal at least). You could say,

"I completely agree with you that this text is very important to your users. Many testers that I've worked with have strongly preferred using this font/graphic/color to call out critical text. Unfortunately, some users associate flashing text with ads and avoid it"

I find that this approach lets them know that you

1. Understand what they want
2. Appreciate their motivations and suggestions
3. Only want to help

One last word of advice, if after the gentle nudging, they don't get the point, consider doing two quick mock-ups. (their idea and yours). If that doesn't work, then just give them what they want. In the end, they pays the bills and if they really want an ugly site (assuming you can't afford to turn away business on aesthetic grounds) just give them the site.

Good luck and take deep breaths!