Web Design Contract Basics - Scope Creep
Web Design Contract Basics - Scope Creep
Web Design Contract Basics - Scope Creep
How to Deal with Scope Creep
It's the rare website designer who doesn't grit his teeth when he finds himself faced with scope creep. The website design is coming along nicely and nearing completion when out of the blue, the client blithely says, "Hey, I saw this in another website, and it would really be cool if we could add that feature into ours." Suddenly, red alarms go off in the web designer's head and a loud voice blares out, "Scope creep! Scope creep!" while he stifles strong urges to strangle the client in front of him.
For those unfamiliar with the term, scope creep refers to a situation when a web design project enlarges beyond its original borders, usually when a client requests for extra features that were not part of the original web design proposal and web design contract. It's a phenomenon that's to be expected as the project develops and the client fine-tunes what he really wants. The question is how to deal with it.
Frustrating as it may be, scope creep does not necessarily have to be a negative thing. So if the scenario described above is similar to what you experience when you encounter an additional client request, then the first thing you must do is change your attitude. Realize that if you handle the situation well, scope creep can lead to a win-win situation for your client and yourself - a better product for him and advantage for you in terms of good will and/or increased revenue.
Hopefully, the size, structure, time element, and costs of the original project have been documented in detail. (If they haven't been, then this is something you should see to in future projects.) Thorough documentation helps both you and your client understand the obligations and the costs entailed in the contract.
When the new request is made, give the matter some thought. Is it something that can easily be accommodated within the existing time frame? If it's a relatively simple request that doesn't demand much more time and cost, you can opt to agree to do it for gratis in the interest of good will and future business. However, every task in a project has time and cost implications, and If you see that the additional request goes way beyond the scope of the original contract, then tell your client that you will get back to him with a revised budget and project plan. By not saying no outright, your client will perceive that you are responsive to his needs. When you present the new plan, explain the change process clearly so that your client comprehends the time and cost changes. Now the ball is in his court, and he can decide whether he wants to proceed with the additional request or not.
Sometimes, though, it's not a question of willingness to adapt on your part but a time issue. You may have other projects lined up and a change in the time frame of this project may seriously compromise other commitments. Or it may be the client who has a tight deadline that must be kept. In this case, you can explain in a cordial but clear manner to the client the reason that you cannot accede to his request, making him realize the time element implication. Alternatively, you can offer to bring in a sub-contractor so that the change can be accomplished in the time frame required. However, engaging a subcontractor is expensive and will jack up the project cost; the client must be made to see this. A third alternative is to reconfigure the project, taking out some initial tasks or features so that the revision can be accommodated within the existing time frame.
Since scope creep is a situation that pops up so frequently, it's a good idea to include a "creep option" in your future project outlines. In that way, the client is fully apprised from the beginning that any additional requests beyond the original scope of the project will have time and cost consequences.
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