It’s not the client’s fault, though. It can be difficult to clearly articulate your thoughts as a client unless you’re seemingly right next to your designer.

Those problems result from inefficient systems for sharing and collecting feedback.

Relying on Excel sheets and vigorous note-taking on conference calls are not the most effective ways to clearly understand your clients’ feedback.

Those systems only really work if a lot of time and energy is dedicated to the templates, agenda building, and input gathering from clients.

There are far better ways for you to spend your time than a 30-minute conference call each time an edit to your design is made.

Let us show you how in the guide below.

  • Client Feedback: The Basics 🔥
  • Gaining Transparent, Actionable, Feedback 📝
  • Integration With Programs You’re Already Using 🧰
  • Central Design Communication Platform 👩🏾‍💻
  • Clarifying Client Feedback 🤔
  • A Closer Look At The Available Feedback Tools 🔍
  • Conclusion 💁🏻‍♀️
  • Important disclosure: we're proud affiliates of some tools mentioned in this guide. If you click an affiliate link and subsequently make a purchase, we will earn a small commission at no additional cost to you (you pay nothing extra). For more information, read our affiliate disclosure.

    Client Feedback: The Basics 🔥

    Client feedback is a crucial aspect of the design process, as it provides valuable insight into customer experiences and helps improve products and services.

    Collecting feedback from customers can help businesses understand what their loyal customers value and what can be improved to retain them. Unhappy customers can also provide insights to help companies address issues and improve customer retention.

    There are two types of customer feedback: qualitative feedback, which provides valuable insights into customer opinion and experiences, and quantitative feedback, which is often collected through customer surveys and provides numerical data on customer satisfaction and response rates.

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    Customer feedback tools and software can help businesses gather and analyze feedback, allowing for actionable insights to inform business decisions and improve the product roadmap.

    Negative feedback can be difficult to hear, but it gives businesses valuable insights into improvement areas. However, positive reviews should not be overlooked, as they provide implicit feedback on what customers like about a product or service.

    Feedback mechanisms such as customer surveys and app feedback can help businesses continuously gather feedback and improve the customer journey.

    Your customer feedback strategy should always focus on providing actionable feedback that can be used to create action plans and gain a competitive edge. By listening to customer insight, businesses can make continuous improvements and retain customers in the long term. Therefore, it is important for businesses to have a customer-focused approach and use feedback to inform decisions and improve customer satisfaction.

    Gaining Transparent, Actionable, Feedback 📝

    You have finished a design, and you now get to present that design to your client – it's a thrilling moment.

    A moment you have been working diligently toward for a long time, hopeful your design is everything they hoped for and more.

    Of course, you know that perfection is unrealistic, and your client is bound to have some adjustments they would like to see.

    👉🏼 Now the hard part – getting clear feedback from your client.

    They don’t understand what goes behind design as well as you do, so they likely don’t have any insight into what varying components of your design are. Given their lack of expertise, which is understandable, clients can occasionally provide feedback that may not be very actionable.

    For example, they might tell you they don’t like the “feel” or the “way that panel looks.”

    Without being physically next to your client, looking at the design with them in a space where they can point out their thoughts, feeling confident you know how to make the changes your client is seeking is tough.

    Of course, you can always set up another video call and share your screen, but that is just more time taken out of you and your clients’ day.

    The solution is a user-friendly way to allow clients to share design feedback.

    There are plenty of design feedback tools like GoVisually, Ziflow, and even Userback, where you can upload your design and then share with your client to collect feedback in whatever method they prefer, without the need for you to hop on a call or build feedback gathering Excel sheets.

    Clients can provide you with design feedback either through:

    Drawing on their screen allows clients to provide you with design feedback in a visual way that demonstrates what they are referring to.

    No more “that one panel on the right” types of descriptors. Gain feedback from your clients using a platform that lets clients clearly articulate their thoughts in an easy-to-use way.

    The key is easy-to-use.

    Suppose a platform isn’t intuitive or has more hurdles than the traditional method.

    In that case, your client will ask to go back to what makes them feel most comfortable, which means you will be back to conducting lengthy, potentially confusing, conference calls.

    Source: Userback

    Screen recordings are extremely helpful in reporting bugs specifically but may just be preferential for a client.

    With a screen recording, you can see exactly what your client sees and precisely what they did to get that result, which saves you from having to ask your client to recreate how they experienced the bug so you can follow the code behind it.

    Of course, screen recordings also help you tell a client if something may have been “user error,” which can be uncomfortable to have to share with a client without something that reinforces the message.

    Screen recordings give you the confidence to be able to simply say, “it looks like, after watching your screen recording, you clicked the wrong button.”

    Screen recording is undoubtedly empowering in moments that otherwise have likely presented a challenge.

    Generally, high-level feedback can also be provided with a design feedback tool.

    What’s fantastic about that high-level feedback is that it’s measurable, equipping you with data on your projects with clients you can use to your advantage.

    For example, with a quick rating scale and area for notes, you might see that a seemingly happy customer rated your design project a “4” with a note for improvement.

    Without the rating system, you never would have been able to get insight into the small difference your client felt between a “4” and a “5” rating, and that can be massively helpful for you to understand.

    By leveraging a client feedback tool, you can equip your clients with various ways to provide visual feedback based on their preferences and ensure you are getting transparent feedback you can take action on.

    Feeling confident you understand what your client is looking for and how you can help will put you at ease as you complete your design.

    Integration With Programs You’re Already Using 🧰

    The best tools are tools that seamlessly fit into your current processes and operations.

    For example, with design feedback tools that offer integration capabilities, you don’t have to shift your operations to revolve around a new tool.

    Instead, that tool can fit right in with how you are currently navigating client relationships or communication with internal collaborators.

    With the right client feedback tool, you can integrate your design feedback with some of the best collaboration tools going round, such as:

    • Slack, providing you with notifications with every piece of feedback or bug report your design project receives all in one place.
    • Jira, the master project management software, allows you to streamline client feedback, bug tracking, and general customer feedback.
    • Trello is an an efficient way to track and resolve tasks and website feedback from clients and teammates.

    Outside of the native integrations you can have with the design feedback tool, you can connect to over 2,000 apps, equipping you with a powerful solution to navigating client feedback and project communication – no matter what technology you are currently leveraging.

    Central Design Communication Platform 👩🏾‍💻

    Managing client projects can feel a bit like searching your entire house for missing puzzle pieces.

    You have information coming at you from all angles, whether from your client or team, and every bit of information you receive needs to be prioritized and handled.

    Navigating a client project can be chaotic.

    Your client calls you with some of their instructions, emails you request changes using several different subject lines, provides feedback in a conference call, and follows up with an email and more context.

    👉🏼 With so much to stay on top of, there is far too much room for error than anyone is comfortable with.

    By consolidating even one aspect of your client projects, you can eliminate several opportunities for mistakes while increasing efficiency.

    When you consolidate where and how you obtain client design feedback, you are left with only one place you need to monitor as you continue project work or lead your team toward the next steps.

    Rid yourself of creative email searches and the underlying feeling that you might be missing something.

    👉🏼 Stop spending your time catching your team up on your latest conversation with your client.

    With everything necessary for project alignment in one place, you can focus your time on what matters most for your client – their design.

    Outside of you being able to navigate your design projects successfully, your clients also benefit from collaborating in a central place.

    With an intuitive platform where they feel empowered to share their ideas and feedback, you can instill in your clients just how much their voice matters with your project.

    Next only to their design, your customer service is one of the most essential qualities of a clients’ experience working with you.

    Of course, effective communication is a critical component of that, but the perception you give your clients also contributes to their overall opinion of your service.

    By incorporating user-friendly systems that reinforce your clients’ involvement in your website design projects, your clients not only see and hear your exceptional service, but they feel it, too.

    Clarifying Client Feedback 🤔

    Reading this today, it is likely you don’t already have a design feedback tool you are leveraging for your design projects.

    While you are working toward incorporating a central feedback space for your clients, there are still ways you can clarify your clients’ needs clearly and concisely without feeling like you have to juggle information in varying places.

    Additionally, clarifying conversations or emails doesn’t need to be awkward, seemingly taking away your expertise.

    With the right approach and intentional communication, you can get the clarity you need from your clients so that they also feel the check-in was valuable.

    👉🏼  It starts with your intention.

    Before you send your client a bunch of random questions and schedule a meeting to get alignment, clearly articulate your intentions with your client.

    Your client has both a more positive perception of the experience and is more prepared to respond appropriately when you give them insight into where you are coming from.

    When responding to positive feedback, it is important to acknowledge and thank customers for their feedback and let them know that their input is valued. This can help build a positive relationship with customers and reinforce what is working well. Responding promptly and personally can also make customers feel appreciated and increase their loyalty to the brand.

    When responding to bad feedback, it is important to listen carefully and empathetically to the customer's concerns. Acknowledge the issue, apologize if necessary, and provide a solution or action plan to address the issue. Responding professionally and empathetically can help build trust with customers and improve their overall experience with the brand.

    It is also important to follow up with customers after responding to their implicit feedback to ensure that they are satisfied with the solution and to show that their feedback is taken seriously.

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    By responding to both positive and negative feedback in a timely and professional manner, businesses can improve customer satisfaction, retention, and ultimately gain a competitive edge.

    It’s a great communication practice that’s transferable to almost any situation, but in the context of clarifying client feedback or needs, here is how you can build an alignment discussion with a client around an intention statement:

    Being Tactful Is Key When You Are Building An Intention Statement 👏🏼

    Although, ultimately, you probably know exactly what your issue with the project is, you might not realize there is a tactful way to articulate a feeling you have.

    Say, as a worst-case scenario, your client has had horrendous communication through project planning, and after you presented them with your design, they felt as though they were not heard and provided a long list of feedback.

    But, of course, that feedback was also lacking in clarity.

    The best way to move forward is to address the elephant in the room, but you can’t just do that blatantly.

    That wouldn’t be the tactful approach.

    Instead, you first need to start with your intention in having an alignment conversation due to their poor communication.

    Here’s an example of how you could phrase that: “I wanted to take an opportunity to help us align on the project because I want to ensure your design is exactly what you want it to be.”

    This approach ensures you are being polite and providing good service and prepares your client to be questioned about the project.

    Speak Factually 🗣

    Though it can be tempting to speak from your emotions in a frustrating situation or even simply not think about sharing specific examples when they may help, your client will receive your message better if you speak in facts.

    Using the scenario shared above, you can demonstrate to the client where they lacked clarity in what they asked for while also presenting the issue to instill confidence in your client that you have their best interests in mind.

    For example, following your intention statement, you might say something along the lines of: “In our initial information gathering, we noted that you were looking for XYZ with your design, but today your feedback is that you wanted ABC. Can you please share more about what you are hoping to accomplish with this so we can better understand the tie between the two?”

    Here we told the client they counteracted their own statement, but we still came off as solution-oriented.

    Ending with an open-ended question lets you get more insight into what your client is looking for versus what they think they should be asking for.

    👉🏼 Those two things can be vastly different, so the more you can clarify their vision, the better.

    Anytime you are building project requirements, whether that is initial information gathering or in an alignment conversation like the one we just walked through, you should have a written record of the project expectations.

    That is another perk of a client feedback tool, as you don’t have to duplicate your efforts, but you must write down current project requirements and share them with everyone that contributes to the project – your client and your team.

    Confirmation of updates to your clients appears to them as though you are going above and beyond to support them, which you are.

    Still, that confirmation also allows you to demonstrate your work’s alignment with the project requirements and reflect on past feedback in the future.

    A Closer Look At Available Feedback Tools 🔍

    Design client feedback software simplify the process of gathering valuable input on creative projects, enhancing collaboration and efficiency. By streamlining communication, these tools help you refine your designs and ensure client satisfaction.

    1. Jotform
    2. Miro
    3. GoVisually
    4. Ziflow

    1. Jotform

    Jotform is a comprehensive form automation solution designed to cater to the specific needs of businesses, making it a top choice for gathering design feedback from clients.

    With its easy-to-use drag-and-drop form builder and white-labeling features, you can create visually appealing forms that match your branding and seamlessly integrate with your design process.

    The platform offers a wide range of pre-built templates, making creating feedback forms tailored to your design projects simple.

    🎨
    You can even incorporate file uploads, ratings, and comment sections to ensure clients provide the detailed feedback you need to make informed decisions.

    Collaboration is a breeze with Jotform, as it allows multi-user access and form-sharing capabilities. This means you can work together with your team members to collect and analyze feedback, ensuring everyone is on the same page.

    Integration with popular project management and communication tools further enhances the efficiency of the feedback process. Connecting Jotform to your preferred tools allows you to automate notifications, streamline workflows, and about the latest client feedback.

    2. Miro

    Image source: Miro

    Miro is an online collaborative whiteboarding platform designed for teams working remotely on projects and ideas. It provides a digital canvas for brainstorming, diagramming, and organizing information in real-time.

    The platform can be used for various tasks such as project management, user story mapping, and design thinking.

    Miro offers commenting and annotation features that allow clients to provide feedback on specific aspects of the design. Collaboration can happen in real-time, and changes and iterations can be made based on the client's feedback. Miro's presentation mode can be used to showcase the updated design to clients for final approval.

    Using Miro for collecting client feedback on designs can streamline the design review process and ensure that clients are involved in the process from start to finish. It can also help avoid miscommunication and errors that can arise from back-and-forth email conversations or traditional review methods.

    3. GoVisually

    Image source: GoVisually

    GoVisually is a dynamic online creative client feedback tool for designers and creative teams to easily collaborate, manage, and share design projects with clients.

    With GoVisually, you can upload your designs, share them with clients, and gather feedback all in one place. You can see comments and revisions from multiple clients and team members, allowing for a seamless design review process.

    The platform's interactive presentation feature allows you to create stunning presentations that showcase your work in the best possible way. Clients can add comments directly on the design, making it easy to track changes and suggestions.

    GoVisually also provides a robust set of project management tools that enable you to track your design projects, collaborate with your team members, and keep everyone on the same page. It's an excellent choice for designers and creative teams looking to enhance their client collaboration.

    4. Ziflow

    Image source: Ziflow

    Ziflow is a powerful online proofing tool and client feedback software that streamlines the design review process and makes it easy for creative teams to collect client feedback.

    With Ziflow, you can upload your designs, share them with clients, and collaborate in real-time to make changes and revisions.

    What sets Ziflow apart is its comprehensive suite of features that make the design review process a breeze. Clients can leave feedback and comments directly on the design, and you can track changes and revisions in real-time. You can also create workflows to automate the design review process and ensure that everything is on schedule.

    One of the most exciting features of Ziflow is the ability to view design files directly in the browser, without the need for any additional software. This feature is particularly useful when working with clients who may not have access to design software.

    Conclusion 💁🏻‍♀️

    You do not need to struggle through the various obstacles that collecting and managing client feedback can present.

    Checking countless locations just to update yourself and your team on a single project is entirely unrealistic – everyone’s time is better spent on the project itself.

    Ultimately, that’s what clients want, too.

    We just haven’t had the opportunity for a better method before.

    With an innovative year like 2023, there are now tools available to help you become client savvy, and you and your clients to successfully navigate design projects together.

    Design and customer feedback software are a phenomenal way to get transparent, actionable, visual, feedback from your clients while giving your customers a platform to share their thoughts on their terms intuitively.

    Beyond amazing tools that save you and your clients time and stress, there are effective ways to clarify client feedback that ensures you get the information you need to move your project along.

    👉🏼 Client design feedback is about to become a lot less intimidating to navigate.