Listening to your clients is about a simple mind set shift and a new way of looking at a design through empathy and collaboration. This means as designers we can create the best designs directly from client insights rather than worrying solely about internal opinions or what your competitors are doing.
Who should you interview and what questions do you ask them?
Client interviews are a fast way to help you build an understanding of attitudes and the words they use. You will learn what’s relevant and uncover any challenges and spot trends.
So, which groups make up the best people to listen to, here are three to start with;
- New clients, as part of your on boarding process.
- People who have made an enquiry but are not ready to work with you.
- Clients who came to you “out of the blue”.
What questions should you ask?
Here are a couple of questions to start;
- In the perfect world how would you like this service to work for you?
- What one thing nearly stopped you from making an enquiry with us?
By listening to these answers can reveal insights that may inform your long term online strategy.
The outcomes of listening to your clients represent goals, language, stress levels and your potential clients’ behaviours.
Read more about listening to your clients