How to explain complex technical problems to non-technical clients

Question

There have been a couple of other questions about explaining technical things to non-technical people, but I am specifically wondering if anyone has any tips for explaining technical problems to business oriented clients. For example, suppose the client asks for a specific feature, with certain requirements. However, the technical limitations of the platform (or perhaps another one of their requirements) make the request impossible or very expensive to implement.

How do you convey this to them, without dumbing it down so much that it either insults them or makes it seem like its not a big deal, and without boring them with technical details that they don't understand, or care about?

Answer 1

Try to find a good analogy that they can relate to, but works well for whatever you're trying to explain. It's not always easy, but works well if you can find one.

For me, "things" always turn into "people" with various personalities.

Answer 2

I think you should try to educate them as much as possible. This has worked for me in the past. Usually, they feel empowered with their new knowledge and can then feel like they can ask more intelligent questions about the problem. They start to be able to provide good feedback on the approaches being taken and feel like they are participating more in the solution to the problem. They will feel part of the team, not just a client being kept in the dark who is unworthy of the arcane secrets of programmers.

Consider what happens when non-mechanically-enclined people, like me, talk to a car mechanic. I'd rather them take the time to educate me on problems with my car than to try and wrap it up in vague analogies or euphamisms. Woludn't you? Its a car, its not some arcane black art. Its something that anyone, with time, can understand at some level.

I really feel when someone takes time like that to have a relationship with me, where they care that I know as much as is possible, that I'll want to go back to that person in the future.

Answer 3

People are often quite flattered to be treated as being intelligent enough to grasp the issue. If they tried to explain a complex business or finance problem to you, wouldn't you consider yourself smart enough to understand it if they gave you enough information? I generally try to treat them as adults and explain the real issue, using language they understand, and let them stop me if it's not clear.

Of course you need to be a good communicator to convey abstract concepts while keeping it understandable, and you need to go to just the right level of detail and not too far. And keep it light-hearted - make a self-deprecating comment at the end about how you're spouting too much jargon and sounding like a geek - which lets them feel OK about themselves if they don't quite understand it.

If you can try to understand them well enough to let them understand you, it works. In general, people are pretty smart.

Answer 4

Leigh hits on an important part of this, yes you MUST translate some items to their level, however, be 100% sure to not dumb it down too much as they will become offended and non-cooperative.

I highly recommend using methods to relate to them, if they are finance people, try using scenarios that would make sense to them. The key is to communicate the truth, while relating to them and their technical level of experience.

It is a bit hard to do the first few times, but it gets better. I have also found that diagrams, pictures, illustrations help a lot of the time as well.

Answer 5

I completely agree with "Andrew Johnson" in that analogy is the best way to explain technical problems to non-technical people. If you can grab on to a mental construct that they already have, appending to it is usually a piece of cake. Focus on the underlying idea of what you are trying to communicate, and think of other areas which share that fundamental concept. Stories are a great way to explain how things work.

Remember that all people have a favorite sense. If you are having trouble communicating with a particular person, trying changing the sense you are appealing to. If you are trying to explain with articulate words try drawing a picture or diagram, or visualize a 3d model using small objects on a table. Think of how easy it is to explain how a HashMap works with a few cups and some ripped up pieces of paper.

For example, the other day I was asked a question about how a particular part of software worked. The underlying data structure is composed of a graph of objects, all of which are linked to a common cluster object. The UI allows you to navigate using the links between objects, and the user was getting confused because she would often find herself on the wrong page without any idea how to get back. Explaining that some links are bidirectional and whether two events are linked is computed using XYZ algorithm just was not going to work. Instead I explained that the links are organized like the wheels of a bicycle, and if you want to navigate from one object to another you can always travel down the spokes to the middle of the wheel and find your way from there.

Ask question along the way to see if they are really "getting it". Don't be afraid to take multiple approaches when explaining. Often time a little bit of repetition will go a long way.

Taking the time to clearly explaining how things work will come back to you many times over. Us programmers often overlook the easy oportunities to build relationships with those around us. By taking the time you are making that person feel important, maybe even empowered.

Answer 6

In my experience most people are happy to receive a little education in the process of trying to grasp a technical explanation for what they want to accomplish. Be up front about what you are going to try to tell them and allow them to ask questions about any technical issues they may not fully understand.

I always try to give the client enough education during the presentation of options that they can make an educated decision. The best method I have found of doing this is to probe their reactions to your education as you present. The core of your presentation does not change, but the quantity of education you provide therein may. Perceive your audience and tailor to fit. Most of the time, the client comes away very satisfied and is more likely to trust my judgment in the future without the need for further detail.

Good luck with your project,

=-MDP-=

Answer 7

Metaphors and pictures (visual or mental) can communicate so much more than straight spoken prose, especially if you don't care about all the details. They also provide a convenient shorthand for discussing the project or problem later. "Okay, so remember the bus stop we talked about last time? Now there's a bus-only lane on the network, which means blah blah blah technical thing..."

Non-technical people love this stuff, they remember it, and it gives them as much detail as they can handle.