Another InMotion designer had created high-fidelity prototypes that solved the UX problems with the existing MyKubota app, and our client had signed off on the prototypes. Then our client’s boss announced that he didn’t approve of any of InMotion’s designs. The project had gone sideways, and my CXO, Matthew Jewell, assigned me to rescue it.
I worked with InMotion’s CEO John Howard to try to rescue the relationship. John spent hours listening to our client’s problems with our designs over the phone. I began laying out every app screen in giant annotated flow diagrams that described how every portion of the app would operate and how each piece would fit together. Each chart had a line for our client’s signature. We sent these flow diagrams over to the client, and John talked them over with our client, and I made revisions as needed. Our client signed off on the app’s look, feel, and functionality within a couple of weeks. My CXO, Matthew Jewel, said he had never seen a client relationship turn so quickly from negative to positive in his career.
