S3Corp. Tech Blog

Understanding and collecting requirements from a client, especially a non-technical one, is essential in software development. Clear communication during this stage can prevent costly misunderstandings and ensure the software aligns with the client’s goals. Below is a guide on how to approach requirement gathering with a non-technical client, focusing on clarity, simplicity, and structured interaction.

Types of Clients in IT

IT professionals typically encounter two types of clients: technical and non-technical.

1. Technical Client

   A technical client has a background in IT. They understand the terminology and basic processes in software development. Working with them is often straightforward because they can comprehend technical details without much explanation.

2. Non-Technical Client

   A non-technical client lacks in-depth knowledge of software or IT concepts. They may understand the importance of technology for business growth but often find IT jargon confusing. To them, terms that are common in software development may seem foreign. Working with non-technical clients requires extra care in communication to avoid misunderstandings.

Key Strategies for Requirement Gathering with Non-Technical Clients

1. Emphasize Simplicity and Clarity in Communication

   – Avoid Jargon: Use simple language. Replace technical terms with everyday language. For example, instead of saying “database schema,” use “structure of stored information.”

   – Speak in Short, Direct Sentences: Keep explanations brief and focused. If the client asks for details, provide them, but avoid overloading them with information.

   – Ask for Clarification: If the client uses ambiguous terms, clarify their meaning to avoid future issues.

2. Explore “What to Develop” and “What Not to Develop”

   When gathering requirements, clarify not only what features are needed but also what is not required. Confirming what is out of scope early on can prevent unexpected changes during software development process.

   Example:

   A client says, “I want to add issues to a job in the system.” Clarify whether a job can have multiple issues. If the client confirms this, you would need to plan a more complex system with multiple tables rather than a simple one. This kind of clarification can avoid costly changes later on.

3. Provide Examples Before Suggesting Solutions

   Use examples relevant to the client’s business to make abstract ideas more concrete. For example, if the client needs a system for both office and field staff, illustrate the solution by explaining why two interfaces may be necessary. This approach helps clients visualize the end product and understand why certain features are needed.

4. Specify Requirements in Detail and Include Context

   – Ask Specific Questions: Rather than general questions, ask specifics about each requirement. This could include aspects like color, size, material, or expected behavior of the software.

   – State What is Excluded: If certain features are outside the client’s budget, clarify that they would increase the cost. For example, if they want a matte finish for a product, inform them about the extra expense involved.

   Example:

   If the client wants a swing, confirm details like material, height, color, and support features. Document every specification in detail and clarify any additional costs. Listing these specifics early can prevent dissatisfaction and rework.

5. Design User-Friendly Interfaces

   For non-technical clients, the user interface is the part of the software they will interact with the most. Therefore, make sure that the interface is easy to understand and aligns with their daily operations.

   – Keep Layouts Simple: Use color-coding and labels to divide sections, making it easier for the user to navigate.

   – Create a Step-by-Step Flow: Numbered steps in the interface guide users through processes, helping them understand what actions to take next.

   – Tailor Design to the User: Observe the user’s workflow and preferences. Incorporate familiar terms and icons to make the software feel intuitive.

6. Maintain Clear, Concise Communication

   – Understand the Client’s Perspective: Try to see the requirements from their viewpoint. Knowing what they find valuable helps you capture the intent behind each request.

   – Adapt Communication to the Client’s Style: If the client prefers verbal communication, avoid lengthy emails. Choose a communication style that aligns with their comfort level.

   – Stay Focused: Keep conversations brief and to the point. Avoid overwhelming them with technical explanations.

7. Build Trust Through Transparency and Honesty

   Trust is essential, especially when dealing with non-technical clients. These clients may have less understanding of the time, effort, and costs involved in development. Here’s how to foster trust:

   – Be Transparent: Clearly explain how long each feature will take and why certain tasks might be challenging. This helps them appreciate the complexity involved.

   – Stay Professional: Non-technical clients may be unfamiliar with IT, but they are often skilled in assessing people. Maintain a professional, calm demeanor. This approach will reassure them of your competence and honesty, building a foundation of trust that makes future interactions smoother.

Conclusion

Effective requirement gathering for non-technical clients requires clear, structured communication, thorough documentation, and an understanding of the client’s perspective. By asking specific questions, providing examples, and creating simple user interfaces, you can create a shared understanding that aligns expectations and avoids future misinterpretations. This approach not only improves client satisfaction but also contributes to the success of the project.