Understanding Each Other: How to Build Effective Collaboration Between Client and Contractor
Large-scale custom IT projects are complex systems involving multiple teams. Their primary goal? Delivering a high-quality product that meets the client’s business objectives while delighting end users.
We are excited to share our first article on this topic, where Alyona Boldyrikhina, Business Analysis Lead at Red Collar, explores key aspects such as building effective communication, ensuring process transparency, and achieving all client goals and objectives. Ready? Let’s dive in!
Expectations vs Reality
Let’s start with a familiar and painful story: a project kicks off, briefs are completed, the team dives into development, investing time and effort… and then the classic problem arises — the product doesn’t meet expectations.
What went wrong?
It’s simple: during the briefing stage, there wasn’t a clear understanding of what the customer actually needed.
To avoid this scenario, here are the golden rules for the early stages of development:
1. Gather References: Ask the customer for as many references as possible. This ensures both the client and the team share a clear vision of what the product will look and feel like.
2. Confirm Every Step: Discuss each phase of development, provide artifacts (deliverables), and get explicit approval. Ask for a clear “OK” from the client to officially confirm progress at every stage.
3. Set Clear Expectations: Explain, in simple and accessible terms, what the final product will be capable of doing. Make sure there’s no room for misunderstanding.
By following these steps, you can align expectations early and build a product that truly satisfies both the client and end users.
More Details
A briefing is just the beginning, especially for a contributing analyst. It’s essential to demonstrate interim results regularly — ideally at least once a week during calls or meetings.
Involving the customer (or their representative) directly in the process helps ensure quick approvals and valuable first-hand feedback.
Make it clear to the customer that you’re not just bombarding them with calls — you’re showcasing your work. This demonstrates your commitment to building a product that fully aligns with their expectations.
Remember: the customer’s level of involvement directly impacts their satisfaction with the final result. The more engaged they are, the smoother the process — and the better the outcome.
Immerse the Customer in the Process
In today’s digital age, many still perceive development as a semi-magical process, and IT specialists as magicians who can deliver results almost instantly.
In reality, building a digital product is a complex, multi-step process that requires significant time, effort, and expertise.
To align the customer’s understanding with reality:
1. Explain the process early: Walk the customer through the development pipeline, clarify the tasks and goals of each team, and outline the purpose and expected results of every stage. This should happen right at the start — during the setup meeting.
2. Provide transparency with tools: Add the customer to your task tracker — a tool where the team sets and monitors tasks. This offers a clear, real-time view of who is doing what and when.
It’s beneficial to involve the customer even during the Discovery stage, when only 1–2 specialists are working. By giving them visibility into the entire development journey, you create trust, transparency, and shared ownership of the process.
Engage the Right Stakeholder
There are times when a team spends weeks communicating with a customer’s representative, aligning on deliverables, only to discover (at the last moment) that this person isn’t the sole or primary decision-maker.
This can lead to serious consequences, such as a complete redesign of an almost finished product or even project rejection. To avoid this kind of “surprise,” it’s crucial to:
1. Clarify decision-makers from the start: Request this information from the sales manager early in the project and pay close attention during initial discussions with the customer representative.
2. Confirm approvals: During the first stages, ask if there’s a need to present deliverables to other key stakeholders or decision-makers.
3. Engage end users: If the product is designed for internal use, hold briefings with end users whenever possible to gather valuable insights and ensure alignment.
This proactive approach ensures that all relevant stakeholders are involved, reducing the risk of late-stage disruptions and improving project outcomes.
Prioritize the Customer’s Vision
Balancing the customer’s vision with practical reality can be delicate. Sometimes, their requests may not align with what’s feasible or effective. This is where your experience, reasoning, and persuasion come into play. Clearly and respectfully explain why certain ideas might be unrealistic or inefficient.
If the customer remains firm in their viewpoint, accept their decision, but ensure all agreements are documented. At each stage, seek formal approval and alignment on every step. While this may feel overly formal, it’s actually a positive — it creates clarity and ensures everyone is on the same page. Everything must be recorded, communicated, and shared with both the customer and the team.
More insights are coming
I’ve shared some tips with you and hope you find them useful. In my next article, I’ll discuss how to address issues and concerns early, manage them effectively, and deliver the exact product the client expects.
What’s your top tip for perfect communication? If you’re a client, share what’s most important for you when working with an agency👇
