Your stakeholder wants a design change that harms user experience. How do you navigate this dilemma?

While working as a Lead Information Architect at Accenture, I faced a situation where a stakeholder wanted to add extra steps to the login process for a financial services project, thinking it would enhance security. However, this change made the process more complex and frustrating for users, potentially leading to higher drop-offs. I acknowledged their concerns and shared user research data showing the negative impact on user experience. I suggested alternative solutions that balanced security with usability. By focusing on user needs, I convinced the stakeholder to rethink, resulting in a solution that benefited both the client and users.

Pour naviguer dans le dilemme entre les demandes d'une partie prenante et l'expérience utilisateur, commencez par une écoute attentive des préoccupations soulevées. Clarifiez les raisons derrière la demande, qu’elles soient liées à des objectifs stratégiques ou des besoins spécifiques. Ensuite, proposez des alternatives qui intègrent les objectifs de la partie prenante tout en préservant l'intégrité de l'expérience utilisateur, en expliquant clairement comment chaque option impacte à la fois les attentes des utilisateurs et les objectifs de l’entreprise. Une approche collaborative et transparente facilitera un compromis satisfaisant

The solution is very simple... Create a prototype and get a closed group survey for feedback on the new design. Present the feedback with user reviews / testimonials... The decision making whether in favor or against the new design will be very easy since it would be backed by facts and right approach.. One cannot just assume what will be appreciated by the consumer.. It is the consumer who decides what they want to buy backed by notions, behavior and patterns.. The survey is to arrest the decision making criteria.

When a stakeholder requests a design change that could harm user experience,start by understanding their needs and motivations. Communicate the potential negative impacts on user experience and back up your concerns with examples. Propose alternative solutions that meet their goals but also enhance user experience. Organize a meeting to discuss these alternatives, emphasizing how they balance stakeholder needs with a positive user experience. Keep the focus on finding a balance that satisfies both the stakeholder and the users. Ensure to document the decision-making process and any compromises made to keep everyone aligned. This approach helps navigate the dilemma while prioritizing user experience and maintaining stakeholder satisfaction.

Data is a powerful ally in navigating design dilemmas with stakeholders. At StikkmanUX, we've seen firsthand how presenting clear, compelling data can shift perspectives. When stakeholders propose changes that could compromise UX, we follow a structured approach: 1. Identify Relevant Metrics: We pinpoint key performance indicators (KPIs) impacted by the proposed change. 2. Gather User Feedback: We analyze qualitative data from user testing or surveys to highlight potential pain points. 3. Compare Historical Data: We present past instances where similar changes affected user engagement negatively. By letting the data speak, we guide stakeholders toward solutions that protect and enhance the user experience.

Navigating this dilemma requires a tactful approach rooted in solid evidence. Based on my experience, the key is to first deeply understand the stakeholder's concerns—often, these requests stem from business pressures rather than a disregard for UX. Once you have that clarity, bring in hard data: show them heatmaps, funnel drop-off rates, and real user feedback that highlight how user experience drives conversion and retention. Frame the discussion around long-term gains versus short-term changes. If you can tie UX improvements to business outcomes, it shifts the conversation from opinion to strategy, making it difficult for anyone to dismiss the data-driven insights.

Based on the product development experience, it is always good to include third parties that are not involved in order to start from the user experience making a statistical analysis of the utilities and complexities encountered by the end user focused on the retrospective as long as it is measurable, also making sure that what the user expects can be feasible in terms of manufacturing costs and manufacturing processes.

Data is often the key to resolving these dilemmas. Leveraging financial data can be particularly effective, as financial metrics often drive decision-making. However, carefully selecting the appropriate data is crucial to balancing the needs of both businesses and end-users. This requires a delicate approach.

Every stakeholder wants their business to flourish. And when they are suggesting some changes oftentimes they are anticipating it's positive impact on business, but it's not backed by evidence and that's where as designer your responsibility comes into okay. Show them data that gives the clear picture of the design impact that they are suggesting, it will be much easier to back your argument and protect UX in design.

Pour gérer un conflit entre les demandes d'une partie prenante et l'expérience utilisateur, il est crucial de proposer des alternatives bien pensées. Identifiez des solutions qui répondent aux objectifs de la partie prenante tout en minimisant l'impact négatif sur l'UX, en vous appuyant sur des principes de conception éprouvés. En offrant des options créatives et pragmatiques, vous démontrez votre engagement à équilibrer les intérêts et à améliorer le produit, tout en favorisant une collaboration productive et une innovation accrue.

When faced with a design request that might harm user experience, proposing well-considered alternatives is key. At StikkmanUX, we turn potential roadblocks into opportunities for innovation. Instead of just saying "no" to a risky change, we brainstorm and present creative alternatives that meet the stakeholder's objectives while enhancing UX. This approach not only fosters collaboration but often leads to more innovative solutions that benefit both the user and the business. By showing commitment to finding a better path, we build trust and drive better design outcomes.

Start by deeply understanding the stakeholder's objectives and the underlying reasons for their request. From there, map out how these goals might conflict with UX principles, highlighting potential user pain points backed by data or past experiences. Offer alternative designs that meet the stakeholder's goals while preserving the user experience. This is where creativity kicks in—showcase how minor adjustments can still achieve their vision without compromising usability. In my experience, stakeholders appreciate when you present data-driven insights and thoughtful alternatives that demonstrate a commitment to both user satisfaction and project success. It is all about finding that sweet spot where business goals and user needs intersect.

After presenting the risks to UX, propose alternative solutions that meet the stakeholder's objectives without compromising user experience. For instance, if a stakeholder wants to overcrowd the homepage with additional features, suggest creating a separate landing page that serves their needs while keeping the main page clean and user-friendly. This approach shows that you’re solution-oriented and willing to find a balance that satisfies both business goals and user experience.

Co-Create Solutions. Rather than simply proposing alternatives, invite the stakeholder(s) to collaborate on finding solutions. Engage them in a brainstorming session where you jointly explore ideas that meet their goals while preserving the user experience. This collaborative approach not only demonstrates your openness to change but also fosters innovation by merging different perspectives.

Um bom UX contribui para a construção de marcas fortes. Ao oferecer uma experiência positiva, as empresas aumentam a fidelidade do cliente e se diferenciam no mercado.

Start by understanding the reasoning and then present them by showing negative impact. Suggest an alternative to solve the problem without compromising user experience and explain the importance of maintaining the positive experience. If necessary, negotiate a compromise or escalate the issue, focusing on achieving a balanced solution that meets both business goals and user needs.

Educating stakeholders is crucial in aligning everyone toward a shared vision for the product. At StikkmanUX, we've found that when stakeholders truly understand the value of UX, they become champions for user-centred design. Instead of just pushing back on a harmful change, we take the following steps: 1. Clarify UX Principles: Explain core UX concepts like usability, accessibility, and interaction design. 2. Showcase Impact: Provide real-world examples demonstrating how good UX drives user satisfaction and business success. 3. Encourage Collaboration: Invite stakeholders to participate in user testing sessions. This approach builds trust and empowers stakeholders to make decisions that prioritize user experience.

“Despite our extensive deliberations, there will inevitably be a subset of resolute clients who persist in advocating for their design choices, regardless of the rationale. To address this, we could propose an experimental prototype, allowing these clients to experience both their preferred design and our optimized user experience. This approach not only demonstrates our commitment to their vision but also provides empirical evidence of the potential impact on user experience.”

UX is never a good trade off to any stakeholder that values his/her business. Articulate the impact of not having a good UX to your stakeholders in ways they can relate to. Remember everyone one is a user with problems that require empathy and understanding to solve. Being in/wearing their shoes will you to help you gain a soft landing from them, it will help you understand them better and you will communicate & educate them better if you are armed with a good knowledge of their perspectives.

Pour résoudre les conflits de conception, une collaboration étroite est cruciale. Organisez des ateliers participatifs avec les parties prenantes pour explorer les modifications proposées tout en recueillant des retours sur l’impact potentiel sur l’UX. Ce processus favorise une compréhension mutuelle et permet d'ajuster les idées en temps réel, renforçant l'engagement et assurant que les modifications sont bénéfiques pour tous les acteurs impliqués.

If possible, test the proposed change with actual users through A/B testing, usability testing, or surveys. Presenting this feedback to the stakeholder can clarify the user impact.

Effectively managing conflicting viewpoints requires a collaborative approach. Bringing stakeholders into the design process through workshops or co-creation sessions enables the exchange of diverse ideas. This inclusive method promotes consensus and secures buy-in from all involved, ensuring that any design modifications contribute positively to the user experience. Additionally, it cultivates a sense of shared ownership, which is crucial for the success and coherence of the final product.

If stakeholders want to remove a feature to streamline the interface, we could jointly discuss its importance to users and find a way to simplify without losing functionality. This approach not only preserves UX but also fosters shared ownership and ensures the final design meets everyone’s needs.

I am missing ‘find allies’. Perhaps other specialists, quality, consumer care, have reasons to be against the choice/request and can help change it.

After implementing the negotiated change it's good to assess the impact through metrics. Sharing these metrics with stakeholders not only helps prioritising UX but also helps gaining stakeholders' trust in your expertise as a UX Designer.

The first step is to present a clear, evidence-backed case highlighting how the change could negatively impact key metrics like user retention or conversion rates. Show real-world examples where similar decisions backfired. Then, propose a compromise that aligns with the stakeholder’s goals while preserving UX integrity. It is crucial to implement A/B testing on the new design, allowing data to speak for itself. This way, stakeholders can see firsthand whether the change truly benefits the user or not.

Once a consensus is reached on design changes, it's crucial to monitor the impact by tracking user feedback and product performance. Sharing these insights with stakeholders reinforces the importance of prioritizing UX and helps guide future decisions. Maintaining this continuous feedback loop ensures a balance between user-centric design and stakeholder input in future projects.

After discussions, send a brief summary highlighting the main points, decisions, and next steps. This reinforces understanding and agreement. Set Clear Timelines: Specify when you will provide updates or deliver results. This sets expectations and keeps the process on track. Provide Updates: Regularly update stakeholders on progress, challenges, and any changes. Be transparent about any issues and how you’re addressing them. Ask for their input on interim results or new ideas. This keeps them engaged and ensures their needs are continuously addressed. Review and Reflect: Schedule periodic reviews to assess how well the solution is meeting their needs and the user experience goals. Adjust as necessary based on feedback.

Instead of just following up, take the opportunity to reinforce the collaborative process that led to the final design. Highlight how the balanced approach—integrating stakeholder input while prioritizing UX—contributed to the product's success. By emphasizing the positive outcomes of this process, you solidify the importance of ongoing collaboration and user-focused decision-making for future projects. This reinforces a culture of teamwork and thoughtful design adjustments.