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What should System Architecture professionals know about client communication?

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As a system architecture professional, you are responsible for designing and implementing complex and scalable solutions that meet the needs and expectations of your clients. However, to achieve this, you also need to communicate effectively with them throughout the project lifecycle. In this article, you will learn some tips and best practices for client communication as a system architect.

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Rajarshi Raut

Senior Engineer
Alona Nadieieva

Pega Consultant @ ai4process | Driving Innovation with Pega
Julian Blohm

It is not important to be better than someone else, but to be better than yesterday - Kano Jigoro

1 Understand the client's goals and requirements

The first step in any system architecture project is to understand what the client wants to achieve and what their constraints and preferences are. This will help you to align your vision and approach with theirs, and to avoid misunderstandings and conflicts later on. You can use various methods to gather and document the client's goals and requirements, such as interviews, surveys, workshops, user stories, use cases, or functional specifications. Make sure to ask clarifying questions, validate your assumptions, and confirm your understanding with the client regularly.

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Julian Blohm

It is not important to be better than someone else, but to be better than yesterday - Kano Jigoro
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Der erste Schritt sollte sein die Kernanforderungen zu identifizieren und anschlie?end Qualit?tsziele zu definieren (gerade diese bilden eine Grundlage für den sp?teren Entwurf der Architektur). Sollten noch weitere Stakeholder relevant sein, sollten diese ebenfalls erfasst werden. Einschr?nkungen, welche die Architektur beeinflussen k?nnen, sollten ebenfalls erfasst werden

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2 Explain your design decisions and trade-offs

Once you have a clear picture of the client's needs, you can start working on your system architecture design. However, you should not keep your design process hidden from the client, but rather involve them in your decision making and feedback loops. You should explain the rationale behind your design choices, the trade-offs you made, and the implications for the system's performance, security, reliability, scalability, and maintainability. You should also present your design artifacts, such as diagrams, models, or prototypes, in a way that the client can understand and appreciate.

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Julian Blohm

It is not important to be better than someone else, but to be better than yesterday - Kano Jigoro
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Bevor an dieser Stelle der eigentliche Entwurf beginnen kann, sollte eine Kontextabgrenzung entworfen werden. Welche Systeme sind Teil der Architektur? Welche nicht? Mit welchen Systemen/Akteuren interagiert das System? Erst danach oder teilweise auch schon parallel dazu kann eine L?sungsstrategie mit ersten Entwurfsentscheidungen angegangen werden. Architektur entsteht schlie?lich meist nicht als Big Design Upfront sondern ebenfalls iterativ/inkrementel. Hier k?nnen bzw. sollten nun auch verschiedene Sichten genutzt werden und natürlich die Qualit?tsmerkmale berücksichtigt werden.

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3 Manage the client's expectations and scope

Another key aspect of client communication as a system architect is to manage their expectations and scope throughout the project. You should set realistic and achievable milestones, deliverables, and quality standards, and communicate them clearly and frequently to the client. You should also monitor the progress and status of the project, and report any issues, risks, or changes that may affect the scope, schedule, or budget. You should also negotiate and document any changes or additions to the original scope, and ensure that they are aligned with the client's goals and requirements.

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Julian Blohm

It is not important to be better than someone else, but to be better than yesterday - Kano Jigoro
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Natürlich muss dich Architektur kommuniziert werden. Und zwar regelm??ig! Diese sollte auch regelm??ig hinterfragt werden - Anforderungen/Kundenwünsche, Kontext/Einflussfaktoren… k?nnen sich ?ndern. Der Plan sollte also mit dem Ziel vor Augen st?ndig abgestimmt und variabel gehalten werden. Natürlich darf es kein Boot werden, wenn ursprünglich eine Rakete geplant war ;)

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4 Handle the client's feedback and concerns

As a system architect, you should also be prepared to handle the client's feedback and concerns in a professional and constructive way. You should listen attentively and respectfully to what the client has to say, and acknowledge their point of view. You should also respond with facts, evidence, and examples, and avoid being defensive or dismissive. You should also seek to understand the root cause of any problems or dissatisfaction, and propose solutions or alternatives that can address them. You should also follow up with the client to ensure that they are satisfied with the outcome.

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Rajarshi Raut

Senior Engineer
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Feedback in any format if it is constructive, is very important. If there is any dissatisfaction, asking and analysing the cause of it is extremely vital. It could sometimes just be mismanaged expectations that cause friction. Expectation management is extremely important and so is scope definition. Whenever you design a solution try to think of alternatives. List down the pros and cons of each. Present the solutions and your prospective on them. If you have a preference - have pointers ready on why that solution is your preferred one. Also asking for feedback proactively instead of the waiting for the client to give feedback should be incorporated in your way of working.

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5 Educate and empower the client

Finally, as a system architect, you should also aim to educate and empower the client about your system architecture and how it works. You should provide them with sufficient documentation, training, and support to enable them to use, maintain, and update the system effectively. You should also share your knowledge and expertise with them, and help them to learn and grow as system users or owners. You should also encourage them to provide feedback and suggestions for improvement, and to collaborate with you on future projects or enhancements.

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Rajarshi Raut

Senior Engineer
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In my experience even a great solution is only as good as how well it is described and documented. You might create something groundbreaking but if no one can navigate through it, people will think it is useless. Documentation and providing proper training goes a long way towards making your solution more accepted to the users of it. Always be open for improvement suggestions, these will also help you in designing even better solutions in the future.

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6 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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Alona Nadieieva

Pega Consultant @ ai4process | Driving Innovation with Pega
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Your aim should to partner up with your client. Invest in building trust with your client by -build understanding of your client's business goals and priorities. Identify their pain points and define ways to improve them -explain motivations on certain decisions, provide the alternatives too. Make sure to provide pros and cons for each -listen carefully. Make sure to be agile to adapt the solution to new inputs. Trusted relationships will give you opportunity to marry together your client's vision and your expertise. This will set you off your client to reach new heights in their business

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Julian Blohm

It is not important to be better than someone else, but to be better than yesterday - Kano Jigoro
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Der Artikel k?nnte an einigen Stellen so verstanden werden, dass Software nach ?Wasserfall“ geplant und gebaut wird. Es sollte mehr berücksichtigt werden, das Softwareentwicklung und somit auch Softwarearchitektur meist iterativ/inkrementell erfolgen sollte. Denn, sobald die erste Zeile Code (oder Feature) geschrieben wurde, kann sich der Kontext ?ndern bzw. hat sich bereits ge?ndert.

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Rajarshi Raut

Senior Engineer
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A very important point would be to put yourself in the client’s shoes. Think about what the actual purpose of the requirement is. How the proposed solution aims at alleviating the problem. Can you foresee any future problems? If yes, discuss this with the relevant parties. That will go a long way towards building a strong relationship based on trust. Such relationships are the most vital in an IT landscape.

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What should System Architecture professionals know about client communication?

1

2

3

4

5

6

1 Understand the client's goals and requirements

2 Explain your design decisions and trade-offs

3 Manage the client's expectations and scope

4 Handle the client's feedback and concerns

5 Educate and empower the client

6 Here’s what else to consider

System Architecture

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What should System Architecture professionals know about client communication?

1

2

3

4

5

6

1 Understand the client's goals and requirements

2 Explain your design decisions and trade-offs

3 Manage the client's expectations and scope

4 Handle the client's feedback and concerns

5 Educate and empower the client

6 Here’s what else to consider

System Architecture

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