Navigating client requests that conflict with usability best practices can be challenging. To ensure product success, it's crucial to educate clients on the importance of usability and demonstrate how their requests might negatively impact the user experience. By providing data-driven insights from user testing and industry best practices, you can build a strong case for design decisions. Additionally, offering alternative solutions that meet both the client's needs and maintain usability can help to find a compromise. It's also important to involve clients in the design process early on to foster a collaborative relationship and gain their buy-in.

You can acknowledge their input while guiding them toward better usability. Start by understanding their goals—often, there's a way to achieve them without sacrificing UX. Use data to back your recommendations, such as usability test results or industry best practices. Offer alternative solutions that balance their needs with usability principles. If needed, demonstrate the impact of their request through prototypes or A/B testing. Clear communication and a collaborative approach can help align expectations and ensure product success while maintaining a great user experience.

If a client wants something to change, it's important to note that they are the ones who are ultimately footing the bill. If they request something that seems counter-intuitive, the first response should not be "That won't work", it should be "How can we make it work?" To start, understand the rationale behind the request. If there's a core issue they're trying to address with the change, if you supply a better solution, they might be willing to go with that. If they aren't willing to consider alternatives, walk through any problematic use cases with them and get their opinion on how to deal with them. If possible, give them an idea of how much it might cost to implement the feature, maintain, and support it.

To handle client requests that challenge usability, start by empathizing with their goals and understanding the reasoning behind their requests. Use data from usability tests or analytics to show how changes may negatively impact user experience or business objectives. Offer alternative solutions that align with their vision while preserving usability. Educate clients on the long-term benefits of prioritizing usability, such as improved customer satisfaction and retention. Finally, set expectations about the trade-offs, highlighting risks like user frustration or abandonment.