You're facing feedback from non-design stakeholders. How do you handle their strong opinions?

Designers typically understand each other’s work. This kind of 'peer understanding' is common in any profession. However, when non-design stakeholders offer opinions, some designers might dismiss them, assuming their lack of professional expertise makes their feedback less valuable. This mindset misses a real opportunity. After all, most users are not design professionals. If non-designers don’t see the value in your design, either the design lacks value, or it hasn’t clearly communicated its value.

Well, according to me, listening is the key. Non-design stakeholders always have something to add up that can bring in a fresh perspective. I always listen to what they have to say without interrupting. This will not only help in understanding their perspective but also builds a trust. The practice of active listening has helped pull me out from potentially many misunderstandings and towards more better resolutions.

When you are confronted with strong opinions from those outside of design, it is important to listen to them carefully first and foremost. Focus on what they have to say, catching every detail. Your full attention and acknowledgement of their point of view not only demonstrates respect, but also sets the stage for a constructive dialog. Feedback is not just criticism, but an opportunity to gain a deeper understanding of the needs and concerns of everyone involved in the product development process.

As a designer we must consider their point of view from where they are coming from instead of complaining or respond arrogantly. A non-design stake holder may not help you in the core design area, but he has got an exposure where this product or service is going to be used and to perform well in those area is the goal of that product or service.

You listen to them. Designers should not be so egocentric as to think only their opinions matter. Plus, there's a reason a design is being questioned. In my experience, good design is pretty obvious.

After you have listened carefully, the next step is to clarify the concerns they have. Ask questions to better understand their perspective and identify hidden issues that may not be immediately obvious. Clarification helps avoid misunderstandings and gives you a full picture of what your stakeholders are really concerned about. This stage is important for establishing mutual understanding and should not be seen as an attempt to prove a point. It is important to set the mood to go deeper into their position and find a common solution.

Make sure you fully understand their concerns. Repeat back what you've heard to confirm accuracy and ask for further details if needed.

I would say that even more important than clarying anything, is more relevant to understand expectations. often times its just about a different set of expectations that generate friction among stakeholders.

Ask open-ended questions to delve deeper into their viewpoints. You might say, "Can you tell me more about why this aspect is important to you?" This not only shows that you value their input but also helps you grasp the reasoning behind their opinions.

As any other professional, being a specialist gives you a huge amount of information that helps you to understand why things are like they are and why they can't be so different even when that would make them better. Being able to communicate this with non-specialists is one important skill that demonstrates your domain in your profession. It is our duty as designers to use our experience to help others build their own well-informed opinion and enrich each other.

Once you have clarified any concerns, it is often necessary to explain the process and its limitations to those outside of design. Do this with tact so as not to appear arrogant. Explain why certain design decisions were made and how they contribute to the project's goals. Use clear language to explain complex design principles and demonstrate how these principles help meet user needs and contribute to the success of the project.

Explain the design rationale in a way that is accessible and relevant to non-designers. Use simple language and concrete examples to illustrate your points.

Translate design concepts into language that non-designers can easily understand. Avoid jargon and explain your choices by linking them to project objectives or user benefits. For instance, "We chose this color scheme because it improves readability and aligns with our brand identity."

We're all ignorant about something since we don't have the capacity nor the time to know everything. Being aware of that, along with the thing that we know is the first step to empathetically help others to understand our point of view. Guiding them through a simplified version of what we know and knowing that the point is to be on the same page about generalities should be the guideline to manage these kinds of conversations. If you're an expert, you should be able to refine and explain the same concept in an understandable way to both a grown adult and a kindergarten kid, because one of the highest levels of knowing/learning is teaching. Patience, empathy and the ability to synthesize the complex into an everyday chat is crucial

One thing I find useful in dealing with is to ask questions to dig into the root problem on feedback to be able to help and guide through possible solutions. A question I like to ask is: Will this feedback make it better or just different? Why? It is hard to order good design. The most effective way I found so far is to try to talk about the outcome. Another good thing when dealing with feedback is to educate on the time it will take to deliver the feedback. It is hard to know if they have asked for a 2h change or a 2w change. Highlight it so everybody understand. Make sure you are solving the right problem! It can be hidden underneith the original feedback. Rule of thumb: If it’s easy, make a version to show. You can always go back.

Encourage open dialogue and involve stakeholders in the design process. This can foster a sense of ownership and collaboration, making it easier to address concerns and find mutually agreeable solutions.

Collaboration is essential for managing strong opinions. Engaging stakeholders to find common ground and incorporate their feedback fosters shared ownership and uncovers new ideas. This approach shows you value their input, leading to a more positive working relationship.

Human beings are social beings and we've survived for so long because we collaborate, everyone's experiences can be an advantage to a project if we, as leaders, know how to use that diversity as improvement. Complexity is also a factor that we can't achieve alone, due to the highly accelerated technology development. If we want to be and stay updated and innovative team work is key.

I would like to push back on this slightly. In the early conceptual phase of a project, a designer should be quickly validating multiple ideas with rough sketches, virtual models, 3D prints or modifying existing products etc. In their raw form these might cause a client to recoil in horror. As important as feedback may be, If you are dealing with a client or team new to the design process, whatever you are sharing should be presentable. Sharing periodically is safer than say, sharing your entire filesystem and open access to your workspace.

Try and avoid overloading stakeholders with designs, samples, and ideas. Narrow them down to 2 you like, with one outlier mixed in - carefully asses their reactions to these 3 to inform yourself if secondary alternatives are required.

Present different design options and explain the pros and cons of each. This shows that you are flexible and willing to consider various approaches to meet the project's goals.

We must consider other's expectations, experiences, needs and limitations. If we are the ones with the most experience about viability, we also need to be wise when it comes to offering viable alternatives without making others feel attacked or less knowledgeable. Going through different ways when someone can't visualize the constraints, as well as the needed changes needs to be perceived by everyone with flexibility and an open mindset. At the end of the day, we all have the same goal

Take the feedback seriously and consider how it can improve the design. Be willing to make adjustments and iterate on your work to better align with stakeholder needs and expectations.

After these interactions, take time to reflect on the feedback. Ask yourself how their insights might improve the project and what you've learned from the exchange. Being adaptable not only enhances the current project but also strengthens your skills for future collaborations.