User Validation vs. Client Expectations: How to Handle the Differences
Updated on |By QPSoftware
User validation means putting a website or app in the hands of its real users to check that it meets their needs. Client expectations are the ideas the client brings to the project. When the two conflict, the web agency should let evidence from users guide the design, and agree on every change of direction with the client.
Handling the conflicts between client expectations and user validation, without neglecting user verification, is one of the challenges every web designer faces. When a web agency handles these three elements correctly, the end product satisfies both the client and the user.
The difference between client expectations, user validation and user verification is not always obvious. Yet each one plays a central role in a web project, so let’s look at them in detail, and at how to use them to build a successful product.
What Are Client Expectations?
Usually, client expectations are the starting point of a web project. The client approaches the web agency with an idea or a concept to develop. Sometimes the client has not yet defined exactly what to build, but has a business goal to achieve.
Often, the client already has a picture in mind: the look of the interface, a set of features, how the product will perform, and so on. This is what we call client expectations.
What Is User Validation?
User validation, also called user experience validation, is one of the most important steps of a successful project. It consists of putting your product in the hands of its final users for testing. They give it a thumbs up or a thumbs down, based on their experience.
The goal of user validation is to find out whether the project meets the expectations of users and addresses their needs and concerns. It is a critical test: users may not want what the client expects, and the project may need to change direction.
What Is User Verification?
User verification is closely related to the technical side of your project, and it mainly rests on the web agency’s team. As the project develops, the team must verify that the website complies with the specified requirements. User verification finds and fixes bugs, and makes sure the product works on a variety of devices and operating systems.
How to Solve Differences Between Client Expectations and User Validation
Client expectations and user validation are two valuable sources of information. Making them work together, however, can be a challenge.
Giving priority to client expectations without user validation can waste a lot of time and money, and produce a product that underperforms or does not perform at all. You may end up with a product the client likes but users find useless.
Once you realize that users do not validate your product, you have to work hard to modify the project and meet their needs. Fixing the problem at that stage costs considerable time and money.
On the other hand, listening only to users and ignoring client expectations can leave the client disappointed. The client may not understand the reasons behind your design choices, and may see you as unable to meet the brief. You may also build a solution that fails to reach the client’s business goals.
Finding the right balance between client expectations and user validation takes analysis and insight. The way the web agency approaches the project, from the beginning and through every stage of development, is crucial.
At QPSoftware, we have adopted the Core Model and the Scrum approach. We have found both methods excellent at combining client expectations and user validation to create the best possible web solution.
Two Methodologies to Solve Client Expectations vs. User Validation Issues
The Core Model
The primary goal of the core model is to define the real objective of a website or a digital solution. It uses analysis and brainstorming with both the client and the users before the design process even starts.
The purpose is to isolate the client’s primary business goals and the users’ tasks. Once the client and the web agency agree on these points, the design process starts and develops around the clearly defined core content. The result meets both the client’s expectations and the users’ needs.
The main advantage of the core model approach is that it helps solve conflicts between the client’s expectations and user validation, clearly and early.
During the preliminary phase, the client is kept informed about the product under development and why decisions are being made. If the client’s idea differs from what users need, the client sees all the evidence that shows why an adjustment is necessary, and approves it before the project starts.
At the same time, our UX research agency in Shanghai uses surveys, field studies, user interviews, sales and support interviews, and more, to discover the real needs of the market. These methods can even bring new market opportunities or unmet user needs to the surface, which helps create a web solution that users will validate.
The Scrum Approach
The project stays under control once the core model is combined with the Scrum approach. Development is divided into sprints. At the end of each sprint, the work is tested to make sure it matches the overall scope of the project and performs well on multiple devices and operating systems. Then, tests with real users show whether they will be happy with the result.
The Scrum approach avoids wasting time and money. If a discrepancy or a problem appears at the end of a sprint, it can be corrected quickly and easily, and the project proceeds at full speed. Once the project is completed, both the client and the users are satisfied.
What Should You Do Next?
User validation and client expectations both matter in every web project. Neglect either one and the chances of success drop considerably.
It is mainly the web agency’s responsibility to act as the middleman: find the right solution and get everyone working toward the same goals. The preparation takes time, but once the goals are defined and backed by evidence, you save time and money, and avoid a product that does not produce the desired results.
If your project needs that evidence, start with UX research and Core Model workshops: we define your business goals and your users’ tasks with you before design begins.
Frequently Asked Questions
What is user validation?
User validation, also called user experience validation, means putting a product in the hands of its final users to test it. Users show whether the website or app meets their needs and expectations, with a thumbs up or a thumbs down. When they do not validate it, the team adjusts the product, ideally early, while changes still cost little.
What is the difference between user validation and user verification?
User validation checks that the product meets the needs of its users: real users test it and give their verdict. User verification checks that the product meets the specified requirements: the team tests it, fixes bugs and makes sure it works across devices and operating systems. A successful web project needs both.
What should you do when client expectations and user research disagree?
Show the client the evidence. Share what the research found, from surveys, field studies and user interviews, and explain why an adjustment is needed. The client approves the change before development starts. Methods such as the core model and Scrum sprints make these discussions a normal step of the project instead of a late surprise.
