Refocusing Client Priorities in Usability Testing When a client is focused on minor usability issues, it's essential to steer them toward impactful improvements: - Acknowledge Their Concerns: Validate their input to build trust before moving to broader priorities. - Use Data for Perspective: Present case studies or data showing how addressing major usability issues benefits overall performance. - Set Strategic Priorities: Explain the long-term user experience impact of focusing on key items first. How do you keep client discussions centered on impactful changes?

Best Practices: • Actively Listen to Minor Concerns Before Redirecting • Present Data to Show How Strategic Changes Benefit the Bigger Picture • Break Down Major Usability Issues and Align with Business Goals • Reinforce the Value of Prioritizing High-Impact Problems • Use Visuals or Examples to Illustrate Improvements Benefits: • Improved Focus on Critical Usability Issues • More Efficient Use of Time and Resources • Stronger Client Confidence in the Process • Better Alignment Between Client Expectations and User Needs • Enhanced User Experience and Product Effectiveness

When dealing with a client fixated on minor usability issues, it's important to balance their concerns with a focus on the bigger picture. Use user testing data and analytics to identify the most critical usability issues that have a significant impact on user experience and business goals. Clearly communicate the overall vision for the product and how it aligns with the business objectives. Showcase examples of how addressing major usability issues has led to significant improvements in user engagement and business metrics.

Tools: • Analytics Platforms (e.g., Google Analytics, Hotjar) • Usability Testing Data (e.g., User Testing, Maze) • Project Management Tools (e.g., Jira, Trello) Best Practices: • Address Minor Issues But Redirect Focus to Key Pain Points • Show How Strategic Changes Drive Larger Outcomes • Educate Clients on the Value of Prioritizing User Needs • Align Usability Decisions with Business Goals • Continuously Communicate Progress and Results Benefits: • More Effective Use of Resources • Improved User Experience • Clearer Focus on High-Impact Issues • Better Alignment Between Client Expectations and Product Goals • Increased Client Satisfaction and Confidence in the Process

One thing I’ve found helpful when clients focus on minor usability issues is to gently guide them back to the bigger picture. I start by empathising with their concerns and validating their input, then I use data to highlight the primary pain points that have a bigger impact on user experience. For example, at Cisco, I worked with clients who were concerned with visual elements but helped them realise that improving overall functionality and user flow had a greater effect on user satisfaction. By demonstrating the broader impact of prioritising key usability improvements, I help refocus the conversation on what's most important for long-term success.