Who Do We Satisfy: The User or the Client?

Hey, welcome to Page 5 of Dear Designer blog.

Let’s talk about managing STAKEHOLDERS and priorities!

Dear Designer,

One of the challenges we often face as UXers is striking the perfect balance: how do we satisfy the user without undermining the client’s or business’s goals? After all, we’re building user-centered products, but let’s not forget that our clients are running businesses — they’re here to make a return on their investments too 😜 .

Let’s start with the client. Anyone investing time, effort, and resources into a product is doing so to alleviate a user’s pain point. That’s commendable! But sometimes, the drive to meet business objectives, like revenue or lead generation, can overshadow the very reason the product exists: to solve real problems for users. Now, that’s where we-UXers come in 🤸‍♀️ .

A Practical Example:

I once worked on an app where user research revealed that removing the mandatory signup step would significantly improve conversion rates. Users wanted to explore the app’s features before committing. However, the client was adamant about keeping the signup requirement because lead generation was one of the initial business goals.

After usability testing, the insights became clear: people were hesitant to sign up for an app without first understanding the value it offered. Armed with this data, I had a candid discussion with the client and shared the findings. Ultimately, it wasn’t about my opinion — it was about the evidence. The data spoke for itself, and the client agreed to adopt the approach. The result? A smoother user journey and happier users who were more likely to convert organically once they experienced the app’s value.

As UXers, it’s our responsibility to ensure that we keep both stakeholders — the user and the client — in mind. It’s not about choosing one over the other but helping everyone stay focused on the bigger picture. After all, a product that doesn’t solve the problem it was meant to address isn’t successful, no matter how many leads it generates 🤧 .

What’s your take? Have you ever had to navigate similar waters, balancing user needs with business goals? Share your experience — I’d love to learn from you!

#UXDesign #UserCenteredDesign #StakeholderManagement #ProductDesign #GrowthMindset #UXResearch #MyDesignJourney #UIUXDesign