Global Client Work in the Post-COVID Era: Key Tips for Designers
Remember the days when you’d enter a building for a job interview within that enigmatic giant known as the ‘tech industry’? You’d meet the people seeking to employ you, and then, assuming you secured the position, you’d be introduced to the rest of the team and ascertain to whom you reported and what was anticipated. Likely, you wouldn’t accomplish much work as things were still being set up, such as your workstation, email address, and login credentials. That was what some would have considered a typical first day.
Things have indeed changed.
Thanks to global pandemics and the normalisation of remote work, your workday today typically comprises your laptop, a room, and remote collaboration tools like Zoom. As a designer specialising in UX, UI, and CX, you might discover yourself working on wireframes, prototypes, and user testing from the comfort of your home, catering to international clients.
Working with clients from different countries and time zones can be challenging. Here are eight essential tips to help you thrive in this new digital landscape:
1. International Standards:
This is an issue that arises frequently. Hearing the phrase, “Well, that might work in <insert your country>, but here in <insert client’s country>, our customers’ expectations are somewhat higher. What standards are you adhering to?”
Be ready to address concerns about differing standards. Educate your clients about user-centred design, user research, and the international nature of design principles such as Apple’s Human Interface Design and Google Material Design.
2. Respect Differences:
As similar as we are at our core as humans, different countries experience different day-to-day realities. In South Africa, you might be accustomed to having 6-foot-high walls (and the metric system) or perpetually locked doors, while in the UK or US, people might be accustomed to being able to see into each other’s gardens, leaving doors open, or measuring distance with barleycorns.
Embrace cultural diversity and respect varying daily experiences. Remember that perspectives on humour, politics, and daily routines may differ. Communicate openly and be aware that certain things may be lost in translation.
3. Time Zone Management:
Ah, time zones. While you might be awake and enjoying your next meal, someone somewhere else is already slipping into their next REM cycle.
Establish clear communication regarding time zones. Determine which time zone to adhere to and discuss expectations with your clients and team members. This helps ensure smooth collaboration and prevents unexpected scheduling conflicts.
4. Overtime Expectations:
If you operate through a contracting agency, your working hours are likely internally established. However, it’s relatively easy to overlook those unexpected days that suddenly arise, requiring you to attend a meeting or complete a project at a time that, time zones or not, falls outside of your regular 8-hour work day.
Discuss overtime expectations upfront and clarify working hours and rates for additional work. Transparency is essential to avoid misunderstandings and ensure fair compensation.
5. Maintain a Professional Tone with Humour:
You might not have noticed the significant decline in comedy films since 2010.* The reasons for this are numerous, but the truth is likely that people are simply apprehensive about offending. While you may be incredibly quick-witted and charming in person, it might translate less effectively over a video call. As discussed in point 2, humour (especially when compounded by language and cultural barriers) is an inherently delicate matter these days. Ultimately, remember that while a spontaneous, friendly jest might elicit a few chuckles and lighten the mood for most, it’s probably not worth it in the long run.
Exercise caution with humour, as it can be challenging to convey over video calls, particularly across language and cultural barriers. Maintain a professional demeanour and build rapport through friendliness and positive interactions.
6. Foster Team Unity:
Something that can assist in assimilating into a foreign environment is the language you employ. If you distance yourself from your client, it can lead to a divide forming. Expressing enthusiasm for their business can be beneficial, as can using language that integrates you into their system.
Use inclusive language to immerse yourself in your client’s environment. Emphasise collective efforts using terms like “we” and “our.” This nurtures a sense of partnership and establishes trust.
7. Embrace Mistakes:
Remember that everyone is prone to making mistakes. Remain composed and honest when they occur. Effective communication and professionalism are indispensable. Present yourself and your company with integrity, recognising that your actions reflect on both.
8. Be the Vanguard of your Company
As much as you desire to be a “part of the team” with your new client, remember that you are also a living, breathing advertisement for your company’s work ethic. If your client holds you in high regard, they are more likely to extend their reach and employ more of your colleagues, which benefits everyone involved, including yourself.
These pointers offer a foundation for successful collaboration with international clients. Keep in mind that challenges such as gathering user feedback, understanding user needs, and participating in key design decisions may emerge. However, with the right attitude and approach, you can establish robust working relationships and enhance your design portfolio with impactful international projects.
*(https://mediummagazine.nl/the-curious-case-of-the-decline-of-comedy-movies-an-investigation/; https://www.inquirer.com/entertainment/movies/death-of-movie-comedies-anchorman-booksmart-shaun-of-the-dead-20190712.html;
