Navigating friction with stakeholders as a designer
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I think your ego gets in the way of making something good because it kind of blinds you from the actual art.
— Mitski
Working with different people with different backgrounds and personalities on design projects and teams can sometimes lead to misunderstandings and disagreements. Actually, you can count on it. These issues can be frustrating, but you can manage them effectively with the right approach.
Here’s a guide to help you handle communication problems with organisational stakeholders better and with more composure.
Common Causes of Miscommunication
Technical Jargon: Designers might use terms that others don’t understand. We love our buzzwords sometimes, don’t we? Quick tip — seek to educate rather than impress.
Different Priorities: People from different departments may have different goals. This is the most common culprit for most teams.
Unclear Messages: Vague feedback or instructions can confuse team members. I’ve been on a team where we were asked to do “whatever the founder says.” I’m sure you can imagine how that turned out.
Strong Emotions: Both designers and stakeholders can be very passionate about their ideas. While this is not a bad thing in itself, it often leads to what you might call a “standoff,” when we’d rather be having a standup.
Strategies for Better Communication
Listen Actively: Listening carefully can prevent many misunderstandings. Make sure to really hear what stakeholders are saying before you respond. This sounds easier than it is, trust me. But listening is a skill you must develop and hone as a designer and as a human. It’ll come in handy in all your relationships and not just the professional ones.
Don’t Interrupt: Let them finish speaking before you reply. Did they just say something you completely disagree with? Smother that urge to interrupt while they’re still passionately reeling out their ideas. Take notes instead.
Repeat Back: Summarise what they’ve said to confirm you understood correctly. For example, “You’re concerned about the usability of the new interface, right?” This is important because you get to reply based on a good understanding of what they just said, rather than on what you think they said. This is why note-taking is crucial.
Communicate Clearly: Avoid using technical terms that might confuse others. Despite what you might think, not everyone is up to date with the latest design buzzwords. Keep your language simple and to the point. This is a sign of professional maturity.
Simplify Your Language: Explain complex ideas in easy-to-understand terms.
Use Visuals: Show your ideas with sketches, diagrams, or prototypes. A picture is worth a thousand words, a wise man once said. Wait till he finds out we now have videos and high-fidelity prototypes.
Set Up a Feedback System: Have a clear process for getting and addressing feedback. This helps catch problems early and keeps everyone aligned. Besides, you can always refer to the written back-and-forth in case you need to show “receipts.” It is what it is, my dude. Always ask for feedback.
Regular Meetings: Schedule regular check-ins to discuss progress and gather feedback. We all hate meetings, but if you have to check in with a stakeholder to keep the machine running smoothly for a couple of minutes now and then, you should.
Document Feedback: Write down all feedback and what you did about it, so there’s a clear record. Did you change that blue button to a slightly darker shade of blue as requested? Write that down!
Be Transparent and Provide Updates: Keep everyone informed about what’s happening with the project. This builds trust and prevents surprises.
Status Updates: Share regular updates on what’s done, what’s in progress, and any challenges. All of this might sound like unwanted stress as you’re starting on your design journey and you’d rather be cranking out screen after screen after screen, but staying super-connected with your team is going to save your life.
Open Channels: Make it easy for stakeholders to ask questions or voice concerns anytime. Be accessible and avoid working in a silo.
Educate Stakeholders: Sometimes, disagreements happen because people don’t understand design principles. Take time to explain your decisions. Remember, not everyone is a designer or design enthusiast. As hard as it may sound, some stakeholders just want to “get this over with.” It is what it is.
Design Workshops: Run sessions to teach the basics of design thinking and user experience. I know this looks like a big ask at first, but depending on your team and the kind of project you’re working on, this might be a worthy investment of your time. It doesn’t have to be large-scale, stand-alone workshops. You could utilise small sections of a team meeting to explain concepts and principles behind major design decisions.
Data is Life: When presenting a design choice, explain why it’s the best option for the team at that moment, using data and research if possible.
Be Flexible and Ready to Compromise: Be open to making changes based on feedback. Working together to find solutions that everyone can agree on is often necessary. You’re the designer, true, but it doesn’t have to be your way or the highway. Sometimes, the marketing guy can have some very helpful insights you’d never have gleaned on your own. Open your mind, fellas.
Collaborate on Solutions: Approach problems as a team and find compromises that work for everyone.
Prioritise Feedback: This is the part where your design powers are needed. You have to decide which feedback is most important to address, focusing on what will benefit the project the most.
Handle Conflicts Calmly: Stay calm and professional during disagreements. Focus on resolving the issue rather than arguing.
Stay Calm: Keep your cool even when discussions get tense. It is never personal.
Focus on Solutions: Aim to find practical solutions instead of placing blame.
Whenever you find yourself in a situation like this, it is important to focus on the important thing: reaching a point of agreement or compromise as quickly as possible. Forget about being right because that will not matter in the end. And when you’re wrong, do not be scared to apologise. It is a sign of strength and maturity rather than the weakness many perceive it to be nowadays.
Document Everything: Keep detailed records of all decisions and discussions. This helps avoid future misunderstandings. This is so important it’s coming up again.
Take Notes: Write down key meeting points and share them with everyone involved if necessary. There are so many tools available today that make this a breeze.
Design Records: Keep thorough documentation of your design process, decisions, and revisions.
Final words…
Good communication is not as easy as it sounds, but it is key to successful projects, teams, organisations and human relationships. It is not impossible, though, and it only requires a willingness to do the work.
Listening actively, speaking clearly, setting up a feedback system, being transparent, educating stakeholders, staying flexible, handling conflicts calmly, and documenting everything are some of the ways designers can effectively navigate communication issues and work well with team members and stakeholders.
As designers, it's crucial to remember that we are not just creating products, but also building relationships and influencing team cultures. By prioritising effective communication, we can ensure that our designs not only meet the needs of our users but also align with the expectations and objectives of all stakeholders involved.