Real-Life Decision Making -- Solution
Report what you find during testing, regardless of the client's
wishes
After a meeting with the marketing department of your latest client, you
are faced with a difficult decision. They tell you what they want to see in
your report. You decide to report what you find, regardless of what the client
wants you to write.
You do your usability research and user testing. You are thorough. You
notice that users do have a lot of the same complaints as the marketing department.
However, you notice other problems as well. These problems are unrelated to
the design of the website.
You include all your findings in a well-balanced report. You include suggestions
about how to improve the design. You also include suggestions about how the
company could better use its website to meet its business objectives.
You are nervous about your report. You know it is not what the marketing
department asked for. When you meet with the client again, it is not the marketing
department team. You meet with the executive management team.
They are very interested in hearing your ideas and recommendations for
a new digital strategy. This includes some design changes and other things
the company can do to enhance the user experience.
The executive management team is very impressed that your recommendations
reflect their business objectives. They extend your contract to help them
transition in the new direction.
Susan Reale is a qualitative and usability research consultant with her
own company REALeResearch. She has been in this position before.
"I have a responsibility to everybody in the company to present the truth,"
she says.