Despite best intentions and verbal agreements that it won’t happen, design projects are known for falling behind schedule. Most of the time, the blame doesn’t rest squarely on the shoulders of the client or the designer; there’s plenty to go around. There are, of course, situations that are inevitable and meteors do strike, but Project Derailment™ is generally avoidable. Following are four typical situations of projects falling off track and correlating solutions. This is based on a talk Chris Arnold and I gave at the AIGA Colorado Buzz meeting in March 2009.
[1] Client Keeps Flushing the Toilet While You’re in the Shower
The typical scenario for a hot and cold type of project is when a client is super excited to work with you and can’t wait to get started. The initial meeting is wrapped up and you send a proposal. A few days later you check in to make sure the proposal was received. Yup, they got it, just “busy with other things at the moment”. “No worries”, you say.
The proposal gets signed, an initial deposit is made, and the research phase begins. Perhaps you’re interviewing key staff to get a better feel for the organization. Small issue though, nobody is available this week. Or next. Hmm, thought the interviews portion of the timeline was agreed upon in the proposal? Sure is, right there on page two.
A few weeks go by and the interviews eventually get wrapped up. You’ve now begun the initial concept development for the project and are excited to get feedback on the few directions you’re heading. You’d prefer an in-person meeting to gauge reactions and hash out some core concepts, as you indicated in the timeline. (Remember page two? Bueller?) The client isn’t sure that’s actually necessary, so, “why not just email us the ideas and we can give you feedback in a few days?” Sure, why not.
And then it hits you. This project has gone off track at each step, and you’re only a 1/6 of the way through. Time to rethink and get the project compass pointing in the right direction.
Situation
- Lack of communication from main Client contact
- Primary duties outside of Project took precedent
- Client deliverables unfulfilled
Solution
- Maintain contact with regular follow-ups (phone, email)
- Recommend outside solutions* for deliverables
- Place the project on hold until Client takes a form of action
*Or take some of the client responsibilities on yourself. Use it as an opportunity to upsell (copywriting, photography, etc).
[2] Not Enough Bacon in the Piggy Bank
There are times when a client looks at a proposal, agrees to it, and moves forward; times when a project is just plain over a client’s budget; and then there are times when a client agrees to a proposal, moves forward, and then realizes the project is over their budget.
Obviously there are many reasons money can become an issue for a company, especially in an economic downturn, but that doesn’t change the fact that as a business owner, you need to be able to deal with them as they arise.
Situation
- Client voiced commitment and agreed to proposal
- No final signature or down payment sent
- Client has monetary concerns and cannot proceed
Solution
- Offer payment solutions: monthly retainer, trade, etc.
- Get money up front
- Adjust project scope to accommodate budget
- Follow your gut feeling & use situational awareness
[3] Dealing with a 12-Headed Monster
Medium to large companies and non-profit organizations can do great work and generally have smart and business savvy people working for them. They have a hierarchy and business responsibilities, which tend to get thrown out the window when an outside firm is brought on to tackle a large design project, such as a website redesign. It's the shiny new project and looks fun. So why wouldn't they throw in their two cents?
Situation
- Decisions based on committee opinions
- Strife within the client organization; varying levels of involvement
- Design overcomplicated & watered down to appease all involved
Solution
- Clearly define the brief and project objectives
- Establish a main client contact & decision maker (and work with this person directly)
- Explain specific roles* to the committee (gain buy-in)
*Some to gather previous marketing efforts and a select few to be design reviewers
[4] Up To Your Eyeballs in the Workload Swamp
It’s better than the alternative, but having more work than you can handle is a difficult problem many independent designers have to deal with at least once. This can cost you in terms of work quality, being late on deadlines, and generally missing out on life because you’re working all the time.
Here’s a few situations that can lead to having more work than you can handle, and some recommendations for getting things under control.
Situation
- Overextended yourself on multiple projects
- Difficulties with time management
- Overpromising capabilities/deliverables & under delivering solutions
Solution
- Develop and utilize a strong project management system*
- Have a network of contractors to turn to
- Have clear communication with the client from the start of a project
*Can be lots of things. Internal systems like spreadsheets or Google Docs. Lots of software options with added benefits. I use Basecamp because it allows my clients to see and be a part of the whole project.
Prevention
While each new project brings opportunity and excitement, it can also bring new ways of getting off track. Take these situations and solutions outlined in this article and do your best to be consciously aware of the direction each project is taking. Know when to realign, when to speak up, and when to throw in the towel.
In the end, it basically comes down to a few key methods to keep your work flow moving and projects on target.
Preventative Measures
- Always use some form of project management to keep you, your clients, and your projects organized
- Use a project brief or proposal as a tool and as a means to establish roles, requirements, deliverables, etc.
- And most importantly, have clear & consistent communication with your clients and contractors
About The Author
Matt Crest runs a communication design studio in Denver, Colorado. He likes his wife, ampersands, bicycles, and trying to figure things out. Learn More.
