Discovery and a Smile
Have you had the experience of going round and round with presentations and your client wasn't loving what you were showing? We have. We felt that we "got it", but each time our presentation didn't live up to their expectations.
"What are we missing?", we would ask one another. As the meetings approached a growing sense of dread loomed over us, curdling our creativity and eroding our confidence. Something had to change.
Making Everyone Happy
Does this sound painfully familiar? Well, you can't make everyone happy, right?
Wrong. Dead wrong. You CAN make everyone happy with a simple process I'm going to outline today. For those of you in a hurry, here's the pseudo-code:
- STEP 1: Ask your client the "important" questions.
- STEP 2: Listen to what they say, and write it down.
- STEP 3: Think about what they said.
- STEP 4: Present the client with a written summary of what they said, asking if you got it right.
Oh, and this process has a name: Discovery.
Discovery Explained
The purpose of Discovery is for your team to learn about the client's goals, values, customers and competitors. The client already knows these things, but you don't. Oh, and when you go back to the client with your results from Step 4, you almost always get a smile. You see, you took all their rambling and hand-waving and turned it into a coherent document. You did all the hard work to "get it", and that says you really care. Your document should have, at the minimum:
- Key goals for the project
- Key measurements for each goal
- Key business marketing messages
- Key customer segments and values
Let's recap: they spoke, you listened; you summarized, they smiled. ;-)
Discovery is as important to the project as writing HTML, coding JavaScript, or all the other stuff you used to *think* the client hired you to do. In fact, the client hired you to solve a business problem.
They didn't hire you to write HTML. They don't care about HTML/CSS/JS/blah/blah/blah. They don't care about AJAX, Valid XHTML, or any of the other things you care about. If you talk to them about how cool your new Drupal module is, you really don't get it. But now, because you clearly understand their business goals, you "get it". And "getting it" is a wonderful way to start a relationship.