How to defend your work when receiving a feedback
Well, you don't
Hi! Radya here.
I decided to experiment with Substack as a playground for my notes that will eventually end up on my website. So, I expect it to be some loose writings and poor-opinionated takes, and I’m more than open to see your questions, opinions and other’s materials on the matter ❤️
Let’s go to the topic of this issue!
Feedback is a collaborative effort that requires both the ability to give it and to receive it. While I will not discuss all the wisdom on the topic, I will focus on how I handle poorly worded criticism when I, as a designer, present my work to clients or teams. Directives and comments about the critic's personal feelings usually fall into this "poorly worded" category.
When receiving feedback, we may feel the inner urge to aggressively defend the work or ignore the comments altogether. However, this prevents us from getting the full benefit of the feedback process. To avoid this, think of feedback sessions as an exercise in curiosity. Try to understand the problem and the proposed solution from the speaker's perspective, focusing on the project goal and their understanding of the solution.
For example, if a client expresses that they would like more emotion in a layout and describes the current solution as unemotional, I consider asking questions to understand their motivations rather than feeling hurt. Ask what emotions they would add, why they believe they are necessary, and how they would help achieve the project goal. This way we can find out the real reason for the request.
It may turn out that:
The client believes that using simple language in the interface will make it easier for users to understand the information and not discourage them.
The client may have heard that interfaces with emotional elements are more effective.
It could be that the issue is not emotion at all, but rather the lack of information about the company's generous refund policy.
When we understand the underlying reasoning behind the feedback, we can make an informed decision on whether or not to incorporate it into next approach. A series of "why" questions can often provide clarity on the need for change or the significance of the feedback, and may even convince the commenter of its unnecessary. Or, if the criticism is reasonable, after open questions aimed at revealing its essence, the client and us will be able to come to an improved solution. In some cases, questions will help the client understand that the criticism is not fit for purpose and should be ignored.
As Brian Collins said in 101 Design Rules:
When someone criticizes your work or disagrees, don't get defensive, but spend all your energy getting to know everything about the other person's point of view, why they think that way. Then you can start defending yourself, if there's anything left to say.
It is important to remember that the goal of the feedback session is to gain a different perspective, rather than attempting to change someone’s viewpoint.
How do you handle poor criticism? Tell me in an email or in comments section