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What do you do if your client's expectations as a freelance UX consultant are unrealistic?

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Navigating the choppy waters of freelance UX consulting can sometimes mean dealing with unrealistic expectations from clients. Whether it's delivering a project on an impossible deadline or incorporating a feature set that defies the laws of usability, setting realistic goals is crucial. Remember, User Experience (UX) is about enhancing user satisfaction by improving usability, accessibility, and pleasure provided in the interaction between the user and the product. As a consultant, your role is to guide clients toward the best possible outcome while managing their expectations.

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Anika Saxena

Driven UI/UX Designer | Elevating Digital Experiences | Certified with B1, B2, and C2 Proficiency in English
Nwamaka Nwosu

CEO @Boltcliq || Founder @betakopa || Co-founder @topuniverse || UX Strategist
Antonio Márquez Etcheverry

???? UX UI designer | ?? Branding and Packaging Specialist

1 Understand Needs

Understanding your client's needs is the cornerstone of a successful UX project. Engage in active listening to truly grasp their vision and objectives. This will help you identify the gap between what they want and what is feasible. Explain the UX process, emphasizing that each step, from research to prototyping, is designed to create a product that not only looks good but also provides a seamless user experience. By aligning their desires with industry best practices, you can set a foundation for realistic expectations.

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Saqib Ali

Senior Consultant @ Systems Limited | 8+ Years Exp on 60+ products | Google, IBM & Atlassian Certified | Product & Project Management | Fintech | Telco | Healtech | UX | UI | Design Strategy | Service Design | CX |
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If my client's expectations as a freelance UX consultant are unrealistic, I would address the situation promptly and professionally. Firstly, I would initiate a conversation with the client to understand their expectations fully and clarify any misunderstandings. This dialogue would involve discussing project scope, timeline, and deliverables to ensure alignment with both their needs and realistic project constraints. If necessary, I would provide insights into industry standards and best practices to help manage expectations effectively. Additionally, I would propose feasible alternatives or compromises that meet the client's objectives while also respecting practical limitations.

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2 Educate Gently

When faced with unrealistic expectations, use the opportunity to educate your client about the UX design process. Explain how user research, persona creation, and usability testing are essential for crafting a product that meets user needs. Highlight the importance of iterative design, which allows for refining ideas and catching potential issues early. By providing insight into how these methods contribute to a successful end product, you can help clients understand why certain requests may be impractical.

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Nwamaka Nwosu

CEO @Boltcliq || Founder @betakopa || Co-founder @topuniverse || UX Strategist
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Having worked with such clients, I know how difficult and frustrating it can be. Please teach gently, help them understand how it works, and show examples of best practices or already existing solutions similar to what they need.

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Antonio Márquez Etcheverry

???? UX UI designer | ?? Branding and Packaging Specialist
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Probably when you are freelance this is one of the most important parts of our work and it's not even paid or valued. You need to guide your client to empathize with the user and understand why decisions are made for the project. This journey is one you'll take together, so it's best to be aligned. And as your client is not an expert you need to educate them.

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3 Set Boundaries

It's important to establish clear boundaries and communicate what is achievable within the given constraints. Discuss the project scope, budget, and timeline, and explain how these factors influence the deliverables. If a client's requests exceed these boundaries, highlight the trade-offs involved, such as increased costs or extended timelines. Setting these limits upfront can prevent scope creep and ensure that both parties have a shared understanding of the project's framework.

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4 Offer Alternatives

When a client's expectations are not feasible, offer alternative solutions that align with their goals while remaining practical. For instance, if they want a feature that is too complex or costly, suggest a simpler version that achieves a similar outcome. Providing options demonstrates your commitment to their vision and your expertise in finding creative solutions that adhere to UX principles.

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5 Manage Feedback

Managing feedback effectively is key to keeping expectations in check. Encourage your client to provide feedback at designated stages in the design process. This structured approach allows you to address concerns incrementally and prevents last-minute changes that could derail the project. Emphasize that feedback should be constructive and focused on user experience outcomes to ensure that revisions are meaningful and contribute to the project's success.

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6 Negotiate Smartly

Negotiation is an art, especially when trying to align client expectations with reality. Approach these conversations with a problem-solving mindset, focusing on finding a middle ground that satisfies both parties. Be prepared to explain why certain ideas may not work from a UX perspective and how your recommendations are in the best interest of users. A smart negotiation can turn unrealistic expectations into a viable plan that delivers value to both the client and their users.

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Anika Saxena

Driven UI/UX Designer | Elevating Digital Experiences | Certified with B1, B2, and C2 Proficiency in English
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Approach negotiation with a problem-solving mindset, aiming to find a middle ground that satisfies both parties. Explain why certain ideas may not work from a UX perspective and how your recommendations benefit users. A well-managed negotiation can transform unrealistic expectations into a viable plan that delivers value to both the client and users.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Vakas Siddiqui

CPO | Product Owner | Creating Mobile Apps. Design, Production and Publishing. Delivered to 1M+ Users!
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Well this happens alot. Identify the reasons why the client is having unrealistic expectations. In my experience following are the reasons why clients are behaving this: 1. You are not doing signed contracts. 2. You are not presenting yourself as a reputable service provider. 3. You sign for lower budget clients. 4. You are accepting unlimited revisions. I believe if we fix these, then we will be able to manage their expectations better.

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What do you do if your client's expectations as a freelance UX consultant are unrealistic?

1

2

3

4

5

6

7

1 Understand Needs

2 Educate Gently

3 Set Boundaries

4 Offer Alternatives

5 Manage Feedback

6 Negotiate Smartly

7 Here’s what else to consider

User Experience

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What do you do if your client's expectations as a freelance UX consultant are unrealistic?

1

2

3

4

5

6

7

1 Understand Needs

2 Educate Gently

3 Set Boundaries

4 Offer Alternatives

5 Manage Feedback

6 Negotiate Smartly

7 Here’s what else to consider

User Experience

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感谢您的反馈

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