Business: Business of UX

You’ve passed the seduction phase. You’ve made the client fall in love with you. You’ve determined the terms of your engagement. Now, you need to make things official.

When I used to do freelance on the side, while still employed full time, I never got my clients to sign contracts. I didn’t see the point, and I hated the formality. It felt stuffy, and I thought it would be a turnoff to my clients. Instead, I outlined a loose schedule and process in an email message, told them the dollar amount, then got to work while I waited for the check. If I didn’t get things done on time, it was no big deal, because my clients’ expectations of my commitment were pretty low. If the check came later than I was hoping, that was no big deal either, because I had my salary to rely on. All in all, everything was fine.

But once I quit my job to do consulting full time, all of that easy, breezy stuff had to change. I needed protection. And so did my clients. Read More

My last two columns focused on how to become a great UX consultant. Both columns received a tremendous amount of positive feedback, which I truly find wonderful. A common theme in this feedback was a request that I provide practical knowledge about how to implement some of the advice—particularly regarding my point that UX professionals need to stop educating people:

You are not there to educate people. You are there to advise your client and guide the creation of an amazing user experience. You are the expert; that’s why they brought you in. Collaboration and openness are key here. People need to feel invested, not put upon.

In this column, I’ll address this topic, as well as how to deal with well-intentioned UX design suggestions that come from people who are uneducated about user experience. Read More

As UX professionals, we practice user-centered design—which means we stay focused on users and their needs when designing a Web site, product, or service for a client. We may spend days, weeks, or sometimes even months surveying or interviewing users or conducting diary studies or focus groups. Often, we create personas to crystallize our understanding of users and their needs. Ultimately, a Web site exists for the sake of its users. If users are not able to find or comprehend the information or functionality that a client’s Web site provides, it won’t be useful to them. On the other hand, if we endeavor to consider the user’s perspective in making every design decision, we can help to ensure a meaningful and successful experience for the users of a client’s Web site. Read More