Nana H. Gregg

When I graduated High School I wanted to be an interpreter. And while I didn’t end up working for the UN, I think in my current role, the art of interpretation is immensely important!

One of the things I’ve learned over the years is that even when we’re all speaking the same language, we’re often not speaking the same language.

Especially when it comes to gathering requirements for a new solution or tool or process. Often, what the end user needs & what we hear are often on completely different planes of existence.

And as Architect/Consultant/Admin/Business Analyst it is our job to try to draw out the consistencies & translate so we are on the same playing field. To poke holes in the requirements, not in an attempt to pop them, but in an attempt to get them down to their most basic.

When a user says ‘automatically’ you can’t always assume this means an automation is required. It could be that they have no concept of what automation can mean in a tool they don’t know. They are using a term to describe that it needs to be easy, user friendly. Not because they need an automation. (We all know what making assumptions does…)

It’s on US to poke at things. To unravel the language barriers & understand the REAL requirements. Sometimes if you step back from the words themselves and put yourself in their shoes, the words sound different. Say ‘show me’ a lot – let them demonstrate how it is now, what they ‘don’t’ want it to do. Peel back the layers.

Learn to be a great interpreter.

When presenting solutions (to your client, to your teammate, to your spouse or child) you have to avoid coming across as ‘telling them exactly what to do’ while still preserving your solution as the preferred option.

No one likes being told what to do or feel they have no other options. We want some semblance of control. I love that when I use the map feature on my phone it gives me the best options & I can choose the route myself depending on if I want to avoid traffic or highways or get there faster!

Learning to provide options along w/ your solutions while gently guiding them to the one you think is the best fit can really be a game-changer, especially when dealing w/ people who need to feel like they made the decision.

The client is always going to prefer the slickest, most automated solution, but given the design, budget & timeline, that might not actually be the one that you would present or that would benefit the project at this time.

The word ‘automatically’ is usually one that triggers the need for this type of guided solution. Sometimes we can’t get to ‘automatically’ in an early phase. Or within the timeline/budget. So maybe there is an interim step. We have to look at all the factors – provide the options (in a guided way) and let them make the decision.

I will usually look at all the factors and end up with something like this:

Based on your desire to <restate requirement>, I’ve looked at the design, inputs & processes involved as well as the current budget/timeline and Ihere are the options:

Opt 1 (preferred) – for the first option I always give the one I think will work within the timeline and budget. I’ll highlight why this is the best option for this phase given these factors and the pain points it will solve but will also call out what they might be losing with this option (if anything). The last thing we want to do is lose something we previously had if possible.

Opt 2 – the second option is a middle ground, conceding to some design changes or custom work, but clarifying this may impact timeline &budget (always include the details of the impact)

Opt 3 – ‘Pie in the Sky’ – I’ll usually position this as a great long-term goal for Phase 2 but being super clear about the overall impact this would have if we tried to get it in now.

Listing it out this way makes your advice clear but includes options they can choose from. Those options may have another impact & you’ve listed those impacts so they can make an educated decision. They know what they’re getting into from a budget & timeline perspective.

Then they get to make the decision. And all your bases are covered no matter which solution they choose.

Do you give your kids guided solutions or do you just tell them what they can/can’t do?

I can guarantee they will learn so much more and have increased accountability if you work with them on guided solutions & teach them how to use those in decision-making!