Managing customer expectations at prototype stage

Question

Why is it that customers are seemingly always eager to believe that presenting a few mockup online screens means that the application is just a few tweaks away from being shipped?

Ok, I realise the answer lies in the fact that they don't understand the work that has to go on behind the screens to actually provide the necessary functionality - I can understand that, and full accept that it's crucial that we ensure they are realistic about project timelines.

My question is...

What are the most effective techniques you've successfully utilised to best manage customer expectations at the early prototype/demo stage? (apart from banning the marketing folk from the room ;-))

Thanks

Answer 1

I have found that using hand drawn screen mockups rather than mockups designed on the computer is really helpful. They are quicker to produce for you, can contain just as much information and certainly do not give the impression that the application is close to being ready :)

If you have to use a tool, something like http://www.balsamiq.com/products/mockups might do it for you.

Answer 2

I like to take advantage of the fact that I have no artistic talent whatsoever and draw the icons and stuff myself in some dodgy tool like MS-Paint so they look deliberately awful. That way you can have a demo-ready, fairly functional GUI that does not look finished.

Mind you, I've had a couple of apps ship with my crappy icons. Management thought they were OK.

Answer 3

I'll have to agree with Dave here.

To a user, the UI is the application. They do not well understand that the chunk of functionality is the backend code and what lies underneath, so you have to be very careful when showing them semi-functional UIs that give the impression that the application is done.

You have to smash this into the head of your marketing people, even if it means an all-out war against their department.

Paper mock ups, Visio mock ups, or Powerpoint presentations could very well work. HTML mockups (for web application) or actual Windows forms (for Winforms apps) are a tad bit dangerous in terms of perception of completion, unfortunately.

Answer 4

The following needs to go in some sort of "Developer Bill of Rights":

• The presentation of a mock-up, prototype, drawing or sketch of the agreed User Interface does not constitute a nearly completed task, application nor project. The timeline provided is still in effect and solely dictates the end-user deliverable in question. In other words, its not done by a long shot. There is a lot of underlying logic that needs to bring a prototype to life. Its the 90% of which you cant see, touch or interact with and the prototype you are viewing is no where near complete without that underlying logic. Your continued patience is appreciated.

I cant explain how frustrating it is to hear a client say "So, its nearly complete then." in a matter-of-fact tone. I am guessing, however, that if anyplace in the world - this site is one place that does understand how frustrating it is.