by Jack Rosa on September 5, 2024

What I've learned (Sometimes the Hard way) about discussing technical problems with less technical clients.

We use many technical terms as developers and consultants, confusing clients who need to become more familiar with them. If a client is non-technical, assuming they may need to be more familiar with our jargon can be helpful. Here are a few small items that have helped me communicate more effectively with non-technical clients.

When discussing complex technical concepts, such as adding responsive design to your app, it's beneficial to break down the idea into familiar language. For instance, 'We want to ensure your website looks great on any device, so your users can access it from mobile or desktop.' This approach helps clients understand without feeling overwhelmed by technical jargon. They can relate to the benefits of a responsive design without needing to understand the technical details like Tailwind, media queries, or breakpoints.

Many technical processes are analogous to everyday activities/experiences. It can be difficult to come up with analogies on the fly, but they can be a very helpful method of getting your ideas across. The more you can relate, the better.

Just as developers make technical assumptions, non-technical stakeholders can also make assumptions about our knowledge of their business. It's crucial to listen actively and ask questions. Clear and investigative conversations can save time and ensure a mutual understanding of the project's goals and requirements. The less we assume about our client's wants or an app's features, the better we can serve them.

During meetings, restate your conclusions to confirm a mutual understanding of what needs to be done and what is working well. This ensures everyone is on the same page and reduces the chance of misunderstandings. Questions back to the client about what they want will ultimately clarify the desired goals/outcomes for the app.

It's important to show that you understand your client's concerns, especially if they seem unsure or anxious about the project. Simple acknowledgments can go a long way in boosting your client's confidence and making them feel cared for.

Often, with non-technical clients, problems or goals can be more complicated than they appear to the client and vice-versa. It can be challenging to explain why a seemingly simple problem is tricky. Try to take it slow, be patient, and break it down with empathy. Conversely, sometimes problems/features that seem impossible to them are straightforward for you to fix/implement. Patience is key in these situations, as it can help build trust and understanding with your clients.

Sidenote: remember that only some people are comfortable navigating an operating system. When demonstrating, try to slow down and avoid flying around the app when giving demos.

I sometimes need help with over-explaining. Often, visuals are more effective at communicating our ideas. Visual aids like diagrams, charts, and mockups can help non-technical clients better understand complex technical concepts. They can also make your presentations more engaging and memorable.

Tools like mockups or sketches can allow your clients to see a basic version of their project before it comes to fruition. This can also save time by identifying what might need to change before it's even implemented. Your clients can also provide feedback on design and functionality before significant development work begins, saving time and preventing revisions later.

Encourage clients to ask questions or express concerns at any time. Ensure they feel comfortable reaching out if something needs to be clarified.

Try to explain the 'Why' concisely. If you recommend it, explain why you think it will be beneficial. Remember that your clients brought you on the team because they trust you. If they want to go in a direction that could lead to problems down the road, try to show them how and offer alternate solutions. The things you teach them can stay with them after your time consulting.

There is the old cliche.

"Give a client a fish, and you feed them for a day. Teach a client to fish, and you feed them for a lifetime".

Of course, we can only teach so much within reason, but when the opportunity presents itself, it can make everyone's life a little easier.