Do you speak... code? Breaking the tech language barrier

by Adrian Rodriguez
in Latest

A typical scenario

A more realistic scenario between Client and Web Developer happens more often than you'd think: A business owner, who's great at their core business, but not so great at programming, decides (correctly) that they need a professional to handle their online needs. They go through a rigorous vetting process and find someone who fits all of their expectations for the project. But just before the site launches, a weird quirk of the website emerges.

And that's where the confusion begins.

The client picks up the phone and calls the web developer directly, thinking this is the fastest way to get it resolved. After all, the quirk seems to be pretty simple. Looking at the website, there's some text that's overlapping a video. Well, not the video itself, but the... frame?... around the video.

The conversation might go like this:

Client: Hi, developer. Looks like the website has a weird overlap on the text block.
Developer: Hey client! Oh, OK, sounds like there's a problem. Is this on the homepage?
Client: Yes the homepage. The text block where it says our company name is overlapping the video.
Developer: OK, hmm. I am looking at the website to find what you're talking about. So, there's a video on the page? I am not seeing it, and there are a lot of places where it says your name.
Client: It's right in the middle of the page! The purple box is behind the text, right in the middle of the page.
Developer: Oh, well hmm, I am scrolling down and not seeing it. Hmm. There's a carousel next to the content div, is that where you might be referring? Because that carousel does have a video in it, but it auto-animates every 400 milliseconds.
Client: Uhh, you lost me at "carousel." It's purple, and it's a box, or a frame!
Developer: Do you mean, iFrame? We aren't embedding the video with an iFrame.
Client: Well a box, or a rectangle. Can't you see it?
Developer: I guess I don't! I am struggling to understand, so thanks for being patient. Hmm. Let me ask: What device are you using to look at the page?
Client: I'm using an iPhone 10.
Developer: OK, well, then let me check from my phone, then! The mobile version of the site looks different than the desktop version, of course, so that's going to help me figure out what's really going on now.

This conversation leaves each side feeling misunderstood. Meanwhile, it takes so much time to get to a simple problem, and worst of all, any new problem that ever arises can fall into this same trap.

The real problem needing solving

The way we see it, this is a language problem. The client uses words like "boxes," "squares," and "frames," whereas the developer uses words like "iFrames," "carousel," and "divs." To the Client, the word "carousel" probably reminds them of horse rides at the carnival!

The solution is so simple, clients wonder why it's not everywhere

So, how to resolve this? We have a tool for that. We install a tool into all of our client websites that allows the Client to simply point-and-click a spot on the page, and then type in a description of the problem. When fully enabled, the tool also takes a screenshot of the browser, and records all of their device's details, such as their operating system, browser, screen size, and more. With this tool in place, the entire website can be updated by the Client because each of the feedback items they submit are automatically entered into our productivity workflow. At the end of the completion of the tasks, we send you a PDF report of the updates you requested and their status with any comments or follow-up details included.

This makes the client experience completely different-- easier, faster, and super clear!