Project surveys can be a valuable tool for developing a positive relationship with a new client. A good survey will record the practical details of a new website project as well as inspire the client to think critically about the goals and desired outcomes of their website investment. Following are a few Do’s and Dont’s to practice when crafting an effective project survey:
1. Avoid questions that allow the client to prescribe specific technology choices.
“What features or functionality do you require on the site (javascript, flash, etc.)”
Whether or not the client is technically savvy, all decisions regarding technology should be left to the design team, because that is your area of expertise. New tools and applications are emerging all the time, and the real needs of the site may not be known until after a more thorough discovery process has been completed. Why set yourself up for conflict later because you allowed the client to specify a type of technology on the survey?
2. Avoid questions that allow the client to prescribe specific design details.
“Do you have a preference for the position of the navigation/menu?”
Again, as the experts in web design, it is our responsibility to weigh all of the needs/goals of the site when making design and usability decisions. Of course, it is still important to listen to our client’s opinions on such matters but if your knowledge of conventions and best practices suggests a different route, it’s your responsibility deviate from the client’s request and to educate on that decision if necessary.
3. Include questions that reveal the underlying business goals and challenges the website should support.
“What does your organization do? Why does it matter?”
“How do you envision this website will support and grow your business?”
These are often the most difficult for clients, and some may not even answer this in written form. That’s OK, because hopefully you’ve at least got them thinking about the bigger picture. Be sure to discuss this topic in your kick-off meeting as well.
4. Include questions that prepare the client for their responsibilities.
“Who in your organization will be responsible for providing the content (words and pictures) of your site? Will you require any assistance with editing or content strategy consulting?”
Ultimately, the client is the expert on his/her business and the most effective content will originate with them (even if it is a rough draft word doc or some notes scribbled on a sheet of paper!) Let’s get them thinking about it now, so it’s not a surprise down the road.
5. Include questions that educate the client on the limitations of the web and nurture a progressive mindset.
“To deliver the best experience to the most users and to build pages that will last, I use modern standards-based methods. As a result, my sites may not look exactly the same in an old, non-compliant browser like Internet Explorer 6 as they do in newer browsers like Firefox, Safari, and Internet Explorer 7 and 8.
[Â Â ]Â Â My site has to look and work exactly the same way in older as it does in newer browsers.
[Â Â ]Â Â I understand that the site may not look as good or work as well in an outdated browsers.”
This question was taken from Happy Cog’s Project Planner and I think it is brilliant! With so many projects bogged down by cross-browser compatibility requirements, why not take this early opportunity to educate new clients on the dynamics of website design, setting the foundation for realistic expectations and avoiding surprise down the road when your client pulls up his/her new site on a computer other than their own.