Real-Life Decision Making -- Solution
Report the design flaws, just as the client asked
You have a client who is unhappy with the way their website was designed.
You meet with the marketing department. They make it clear to you what they
want your final report to say. You take careful notes of the problems the
client complained about.
During your research you find that many of your test users do have the
same complaints. You make sure to include these findings in your final report.
However, there are also some other recommendations you would like to make.
They don't have to do with the design of the site. You leave these suggestions
out of the report and stick with what the client asked for.
When you report back to the company, you don't meet with the marketing
department. You meet with the executive management team. They are aware of
the bad feelings between the marketing and design departments. They review
your report and find only the same suggestions that the marketing department
has already made. Your report does not give the executive management team
any new ideas. It does not reflect the big picture or their business objectives.
They are disappointed.
You leave the meeting wishing that you had stayed true to your instincts.
You could have included your other observations and really helped the company.
Now you're worried about your reputation in the business community.
Susan Reale is a qualitative and usability research consultant with her
own company REALeResearch. She has been in this position before.
"My job is to come back with whatever the truth is," she says.