Handling Feedback: Client & Manager Conversation - Markdown Content
Scenario: Sarah (Software Engineer) has just presented a new feature to Mark (Client - Marketing Manager) and David (Sarah's Manager - Engineering Lead). Mark has some concerns about the user interface.
Characters:
- Sarah: Software Engineer
- Mark: Client - Marketing Manager
- David: Engineering Lead
Conversation:
Mark: Thanks for the demo, Sarah. The functionality itself looks great, exactly what we discussed. However, I'm a little concerned about the placement of the 'Submit' button. It feels…off. Users are accustomed to seeing it on the right, and this is on the left. I worry it might cause confusion.
Sarah: (Slightly defensive) Oh, okay. We positioned it on the left based on the design system we're using, aiming for visual balance with the other elements. It passed our internal usability testing.
David: (Intervening calmly) Thanks, Mark, for pointing that out. Sarah, that's valuable feedback. Mark, could you elaborate on why you think the left placement might be confusing for your users specifically? Knowing the context of their typical workflow helps.
Mark: Sure. Our users are primarily focused on quickly completing forms. They scan for the 'Submit' button almost instinctively. We've A/B tested button placement in the past, and right-aligned consistently performs better for conversions. It's a habit, I suppose.
Sarah: (Thinking) I see. We didn't have that specific conversion data during our design phase. We were focused more on overall aesthetic consistency.
David: Okay. Sarah, this isn't a criticism of your work, it's a difference in priorities. We need to balance the design system with Mark’s team’s understanding of their user base. What are your initial thoughts on how we could address this?
Sarah: Well, we could potentially move the button to the right. It might require some adjustments to the layout to maintain balance, but it seems feasible. Or, we could explore adding a more prominent visual cue to the left-aligned button to draw the eye.
Mark: Moving it to the right would be ideal, honestly. It would align with existing user expectations and likely improve conversion rates.
David: Let's go with moving the button to the right. Sarah, can you estimate how long that will take?
Sarah: I'd say a half-day, including testing to ensure it doesn't break anything else.
David: Great. Let's schedule that in. Mark, we'll get you a quick preview before we deploy it to production to confirm it meets your needs.
Mark: That sounds perfect. Thanks for being so responsive.
Sarah: No problem. Thanks for the feedback. It's helpful to understand the reasoning behind it.
David: Excellent. This is a good example of how constructive feedback, combined with open communication, leads to a better product.
Key Takeaways & Phrases (for Software Professionals):
- Acknowledge the feedback: "Oh, okay." / "Thanks for pointing that out."
- Seek clarification: "Could you elaborate on…?" (David's question is crucial)
- Explain your reasoning (without being defensive): "We positioned it on the left based on…"
- Focus on the user: Mark frames the feedback around user behavior and conversion rates.
- Offer solutions: "We could potentially…" / "Or, we could explore…"
- Manage expectations: David frames the feedback as a difference in priorities, not a flaw.
- Confirm understanding: "I see." (Sarah acknowledging Mark's explanation)
- Agree on next steps: "Let's go with…" / "We'll get you a quick preview…"
- Positive closing: "Thanks for being so responsive." / "This is a good example of…"
Common Pitfalls to Avoid:
- Becoming defensive: Avoid phrases like "But we already tested it!"
- Dismissing feedback: Don't minimize the client's concerns.
- Lack of clarity: Ensure you understand why the feedback is being given.
- Unrealistic promises: Don't overcommit to changes you can't deliver.
- Ignoring the manager: David's role is to facilitate a productive conversation.