What to Do When Your Web Design Project Doesn’t Meet the Client’s Needs

 It’s every web designer’s nightmare – after weeks or months of work, your client sees the final website design and is disappointed with the result. They expected something different, and now your project is at risk. Don’t panic! You can take steps to get your web design back on track and satisfy your client.

First, listen and communicate.

Schedule a call or meeting with your client to discuss their concerns. Listen carefully without getting defensive. Take notes on where the website could be improved from their perspective. Ask probing questions to understand why they are unhappy fully. Certain features may be missing, or the design does not align with their brand image. Communicate that you want them thrilled with the result and are open to making changes.

Next, align with the target audience.

Often, discrepancies arise because the website was not designed with the ideal user in mind. Who is the target audience, and what are their goals or pain points? Get clear on the customer avatar and ensure the design appeals to them. A B2B site should look very different from a B2C e-commerce store. Make sure your vision is aligned.

Review the creative brief and scope documents.

Return to the project kickoff and compare the current design to the agreed-upon creative direction, site map, pages, and other specifications. Determine if anything major has diverged from the initial brief. Bring this up to the client. There may be mismatched expectations vs. what was outlined at the start.

Ask for specific feedback. Now that you’ve opened up the lines of communication, get down to the details. Don’t let the client say they “don’t like it.” Ask for specific problems they have with layout, fonts, colors, menus, or content. Make a list of these pain points and potential changes.

Present your solutions.

For each issue raised, present your proposed solutions. Outline specifically how you will address the problem areas. Make adjustments and show them new screenshots or prototypes. Offer options if needed to satisfy requests.

Know when to compromise.

There may be battles not worth fighting. If a client strongly insists on using neon green font, even if you advised against it, make the change. The goal is their satisfaction. Pick your battles wisely. If you truly feel a decision would detrimentally impact the user experience, explain why. But compromise where you can.

Discuss timeline and budget impacts.

If the fixes are minor, you can make tweaks within the existing time and budget allotment. But major changes at this final stage could impact both. Outline what you can accommodate and what would require more time or money. An open conversation helps set reasonable expectations.

Get formal sign-off before moving forward.

Once you are aligned on the revisions to be made, get your client’s formal approval in writing before proceeding. This ensures no further surprises crop up mid-development. Track all changes and keep communication channels open.

Learn for next time.

No project ever goes 100% smoothly. Reflect on how the process could have been improved. Keep client expectations aligned with detailed proposals, mockups for feedback, and clear milestones. Adjust your strategy to head off issues earlier for next time.

Web design projects can quickly veer off the rails if a client is not thrilled with the result. But don’t panic. You can get the project back on track with patience, empathy, communication, and a mutually aligned vision. Implement these steps when faced with an unhappy client, and you can design a website that exceeds their expectations.

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