What Can Oscar Wilde Teach You About Understanding End Users?
September 18, 2023
September 18, 2023
Picture Oscar Wilde walking into an IT company. Eager to discuss a digital solution, he starts brainstorming and finally drops his famous statement, "I'm so smart that sometimes I don't understand a word I say." Taught by experience, the veteran software engineer automatically puts him on the list of problematic clients! Do you know why?
Because this remark raises a major issue in the digital world: the gap between what is said, what is meant, and what is understood. In other words, a properly designed, developed, and optimized solution can only be expected with clarity and comprehension of end users' requirements and expectations.
Naturally, if you're just starting out, you won't be expected to know all of this right off the bat. Consider this blog your secret weapon for understanding your end users and being prepared when encountering your own Oscar Wilde-like character. Let's dive into it!
Clients often provide a vision of their digital requirements thanks to their unique insights. However, translating this idea into technological needs could require much work. Some clients know precisely what they want but assume that some information is implied when, in reality, it’s crucial to be outspoken about it. This means you must extract all the information necessary to complete the task. Remember, the less input, the greater the likelihood of dissatisfaction - on both sides!
Other clients aren't sure what they want and expect you to decide which intelligent solution would be best for their company. Remember that apart from designing and developing, in that case, you must also explain how and why you came to that particular solution. And sometimes, it doesn't go as smoothly as it seems.
Another possible blind spot for clients is the insufficiently or not defined target audience. Clients may initiate a project without conducting extensive research or determining the end users, leading to ineffective marketing strategies and unsuccessful product launches. Talk about a headache for the meticulous you!
The need for transparent and efficient communication is evident in light of these challenges. So, here’s what you do. Feel free to be tenacious in seeking essential details or clarifying them when the client is uncertain. This approach helps keep everyone aligned and minimizes potential misinterpretations.
Did someone mention misinterpretations? Let’s help you dodge that bullet!
There is no doubt that your occupation influences how you express yourself. For example, the dev team involved in the project speaks the same "language." And they should be eternally thankful since clear and straightforward communication makes execution simpler and faster. But what about clientele from different industries?
Consider the following scenario: A developer speaks with the owner of a restaurant. Conveying digital needs may be scary for a professional caterer who excels in kitchen management, procurement, and casual guest engagement. Similarly, a coder used to exact inputs may find a restaurant owner's language somewhat vague or unclear. Plus, how they visualize online reservations or offering specialties on the website can differ.
These gaps in understanding can frequently result in solutions that fall short of the mark—not due to a lack of competence but a communication gap. Despite being experts in their professions, both parties might occasionally lose each other in translation. So, active communication and establishing clear expectations are essential to bridge this gap.
And speaking of expectations, that's where you get to know your client Oscar Wilde a bit more and figure out "The Picture of Dorian Gray." As with this tale, in development, the more you stumble and lose focus, the murkier the result. But the canvas is in your hands, so knowing how to lay down your strokes beforehand is a win. Begin by accepting that clients frequently foster unrealistic expectations about what the final product could be or what benefits it will bring.
Many business owners outside of IT believe this industry is a miracle worker that can make money from old rope. Hiring a development team makes them feel like they can sit back, relax, and watch the magic happen. Predictably, they overestimate the new website's direct impact on their sales lists. For example, don't be surprised if the client believes that if you build their website, the sales will increase by 50%. And when reality fails to meet such splendid expectations, your team may be on the firing line. But what if their solution was more than just digital? Perhaps all it took was to hire a salesperson or change the strategy. In any case, bridging the illusion-reality gap is part of your work.
Of course, fighting the misconceptions entwined in the clients' requests takes strength. Getting on the same page isn’t always a smooth sailing process, and that's okay. There will be times when you must reconcile competing goals or various parties. So, make sure your negotiation is both excellent and end-user-oriented.
Always explain to the customer that while a high-quality website is a valuable tool in today's digital world, it is only one piece of the equation. To ensure that the task runs as smoothly as possible, always explicitly convey the advantages and cons of their ideas, prospective solutions, and obstacles at the start. And, of course, try to listen as well as you explain.
Having grasped the significance of understanding the end user, it's time to integrate this perspective into your daily business routine. Think of Dorian Gray again. Much like Wilde explored the depths of his character's essence, you should always strive to dive deep to fully capture your client's vision. That is the proper technique to ensure your digital artwork reflects their aspirations. And isn't that what IT is all about?
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