Mastering the Art of Tactful Pushback in UX
10 strategies and exercises for navigating stakeholder dynamics for max UX Impact
Happy Saturday, UX colleagues!
It’s Marina Krutchinsky. Welcome (or welcome back 😄) to my weekly newsletter, a resource for real-world UX strategies for career advancement.
Read time: 3 minutes
As promised earlier in the week on Linkedin, let’s explore various ways of advocating for users by tactfully pushing back as a UXer.
“Tactfully” being the operating word here.
No matter where you are in your career or what type of stakeholders you are dealing with, with the right approach, you can push back effectively without compromising your professional relationships.
Here are my 10 strategies for doing just that, complete with examples and practical exercises to sharpen your skills 😁
1. Use data as your shield
Nothing speaks louder than hard evidence.
Whether it's user research, analytics, or A/B testing results, data is your most formidable ally in defending design decisions.
It transforms subjective arguments into objective discussions focused on user needs and behaviors.
Example: Imagine you're proposing a simplified checkout process. Stakeholders are hesitant, fearing it might reduce upselling opportunities. By presenting data from A/B tests showing an increase in conversion rates with a streamlined checkout, you're not just offering an opinion - you're providing evidence that user-friendly practices can also boost business metrics.
Exercise:
For your next project, BEFORE presenting your design solution, conduct a simple A/B test to compare two design elements (e.g., button colors or placement). Collect and analyze the data, then practice presenting your findings to a colleague or mentor, focusing on how the results support your design decision.
2. Choose your battles wisely
Not all disagreements are worth the same level of energy and resources.
Focus on issues that significantly impact the user experience and be willing to seek trade-offs on less critical aspects.
Example: Suppose there's a debate over the UI color choices. While you have a preference based on usability principles, it might not directly impact the core user tasks as much as, say, the navigation layout. Prioritizing the navigation discussion saves your energy for debates with a more substantial effect on user experience.
Exercise:
List down recent or ongoing disagreements you have with stakeholders. Classify them based on their impact on user experience. Choose one high-impact issue to focus on, and develop a strategy to address it, while considering which lower-impact issues you might compromise on.
3. Seek to understand first
Active listening can unveil the real concerns behind stakeholder feedback.
Understanding their perspective not only helps in addressing their worries but also in finding common ground.
Example: A stakeholder insists on adding more features to an already cluttered product interface. Instead of outright opposition, explore their “why”. Perhaps they're under pressure to “increase functionality.” Whatever that might mean to them. Knowing this, you can propose alternative solutions that meet their objectives without compromising the experience of users
Exercise:
Next time you receive feedback, practice the "Five Whys" technique. Ask "why" progressively to drill down to the root cause of the feedback. This understanding will guide your response and help in crafting solutions that align with both user needs and business goals.
4. Educate diplomatically
Many disagreements stem from a lack of understanding of UX principles.
Sharing knowledge about UX in a non-confrontational manner can illuminate the rationale behind your design choices.
Example: If stakeholders are skeptical about the importance of user testing, organize a short, informal workshop showcasing how insights from user tests have led to successful redesigns in the past. This approach not only defends your current design decisions but also builds a foundation for future discussions!
Exercise:
Create a "UX myth-busting" presentation. Include common misconceptions about UX design and counter them with facts, examples, and short case studies. Share this presentation informally with your non-UX stakeholders.
5. Collaborate, don’t confront
View yourself as a partner in the quest for the best solution, rather than an adversary.
This collaborative stance opens the door to creative solutions that might satisfy all parties involved.
Example: When faced with conflicting opinions on a design feature, instead of digging in your heels, propose a co-design session. Bringing stakeholders into the design process can help uncover innovative solutions that neither you not them had initially considered.
Exercise:
Identify a current design challenge and invite stakeholders to a brainstorming session. Use techniques like sketching or storyboarding to facilitate creative thinking. Focus on fostering an environment where every idea is welcome and considered.
6. Highlight long-term value
Emphasize the long-term benefits of user-centered design decisions over short-term gains.
Show how investing in UX can lead to sustained user engagement, loyalty, and ultimately, business success.
Example: If stakeholders are reluctant to allocate budget for user testing, illustrate how understanding and addressing user needs can lead to a more successful product in the long run, reducing the need for costly redesigns or fixes post-launch.
Exercise:
Prepare a case study of a well-known product that failed initially due to poor UX but succeeded after incorporating user feedback and design improvements. Present this case study in your next meeting to demonstrate the long-term value of investing in UX.
7. Foster empathy with user stories
Use user stories to create empathy among stakeholders for the end-users.
Personalizing the data with real stories makes the user's challenges more relatable and compelling.
Example: Instead of just presenting user statistics, share a story of "Emily," a representative user who struggles with the current design. Explain how the proposed changes would significantly improve Emily's experience and, by extension, the experience of many users.
Exercise:
Develop a user persona based on your research and create a narrative around their interaction with your product. Use this story in discussions with stakeholders to bring the user's perspective to life.
8. Leverage visual communication
We all know that frequently showing is more effective than just telling.
Use sketches, wireframes, or prototypes to visually convey the benefits of your design recommendations.
Visual aids can help stakeholders better understand and appreciate your design decisions.
Example: When explaining why a minimalist design approach is more effective, create a side-by-side comparison of the current design and your proposed redesign. This visual comparison can make the benefits of your approach immediately apparent.
Exercise:
Next time you propose a design change, accompany your suggestion with a quick prototype or mockup. Use a tool like Figma or Framer to create these visuals, and observe how they facilitate your communication with stakeholders.
9. Build on feedback
Treat stakeholder feedback as a starting point for a dialogue, not a final verdict.
Show openness to feedback and demonstrate how it can be integrated or addressed in your design solutions.
Example: If a stakeholder suggests changes that seem at odds with UX best practices, rather than dismissing them, explore how their concerns can be addressed in a way that also meets user needs. This might involve proposing a compromise or a test to evaluate the suggested changes.
Exercise:
Hold a feedback session where you actively solicit stakeholder critiques on a current design. For each piece of feedback, brainstorm ways to address it that will maintain or (ideally) enhance the quality of user experience. If you still cannot find a common ground, try Exercise #3 first.
10. Demonstrate flexibility with iterative design
Emphasize the iterative nature of the design process.
Showing that design decisions are not set in stone but can be evolved based on testing and feedback may ease stakeholder concerns.
Example: If there's resistance to a particular design direction, propose an iterative approach where the design is tested and refined in stages. This way, stakeholders feel involved and reassured that adjustments can be made based on real user feedback.
Exercise:
Choose a design element that has been a point of contention and develop a mini iterative testing plan for it. Present this plan to stakeholders, highlighting how each stage of testing and refinement will contribute to a more effective design solution.
Navigating the push and pull between user advocacy and stakeholder interests is a nuanced skill that can significantly impact your effectiveness as a UX designer.
Perfecting this skill doesn’t just make you a better designer - it lets people see you're genuinely invested in making things great…
…it can also be a big help in moving your career forward 😉
And it's a must-have skill for anyone looking to become a UX leader!
—Marina
P.S. Thanks for being here! See you next Saturday !
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