kvdesign: graphic design by Kerstin Vodges Diehn

04/18/11: Fourth Time’s the Charm

For most of my projects I provide 3 design directions. In an ideal world, the client chooses one, I refine it, get it approved, and then complete the project using that concept. This works really well most of the time. It’s not just my process, it’s the standard for most designers.

But this year something went wrong. Two of my clients weren’t happy with any of the three directions. It was horrifying. Had I lost my mojo? Did I not understand the project? Was the client unreasonably picky? My first inclination was to blame everyone else (because that’s the easiest solution and surely I couldn’t be wrong!?!) But in both instances it became clear that this wasn’t anyone’s fault but mine. It wasn’t a matter of design skill either, it was a matter of approach. I hadn’t spent enough time on the initial conversation so that the project could become one of collaboration rather than just execution.

These were sobering moments. Because I’m a freelancer, I get very used to humming along and working in my bubble. I realize now that with every project, I really need to take a step back and look at the larger picture. I need to involve the client in the early phase rather than just ramming ahead and doing. Honestly, I’m a better designer now from having my confidence shaken. It’s scary, but sometimes the best things are.

For Project A, the client reluctantly had me pursue one of the initial three design directions and when I provided revisions, she emailed an astounding round of changes that basically had me tossing out everything. I was left with basically a blank page and a logo. I immediately called her and she revealed to me that she was “sad” when she went home after my initial presentation because she wasn’t getting what she wanted and she was frustrated that she couldn’t articulate what exactly that was. I was horrified! I don’t ever want to make anyone sad! I want clients to love my work. At that point, I knew I had to start over and take a different tack, no additional cost. But starting over this time meant having a better conversation about the project itself. What was the goal of the design? Who would be looking at it? What sorts of designs did she respond to? What kinds of things work and don’t in similar settings? What images should be included in the illustration? She ended up providing me with a really helpful rudimentary sketch. This sketch wouldn’t have happened earlier – it was really a result of a good conversation and rejected design directions. Sometimes a client doesn’t know what she wants until she sees what she doesn’t. I submitted a whole new direction, and voila, approved and adored!

For Project B, the client told me that the team just wasn’t “wowed” by any of the designs. Most designers will roll their eyes at this, blame the client, and sulk about how the client just doesn’t get their genius. But I took it seriously. I went back and looked at the designs, and she was right. They were all kind of safe. I offered to try a whole approach and followed my same technique as Project A. I asked more questions, but this time I also used the other designs as part of the conversation. What was good? (Turns out a few things, including an emerging motif and theme that became a springboard for the new design.) What was bad? I told you that already, so let’s not dwell on the negative… Anyhow, I sent the new design, again approved and adored!

As I look back at these projects now I’m really glad that the clients pushed me to my limits and forced me to create something beyond what was simply contracted. Sometimes it takes a good swift kick in the butt to really get you moving! I’m especially grateful that it was by two really nice people and resulted in two lovely portfolio pieces. So if either of you are reading this, thank you! You reminded me why I became a designer in the first place, to solve problems, not to create isolated solutions in a vacuum.

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