Lessons Learned: A Year in UX Consultancy
What my first year as a consultant taught me
After 8 (mostly) enjoyable years working as a user experience designer at organisations like Cancer Research UK, the Barbican Centre, and Citizens Advice, last October I took on a new challenge: consultancy.
You’re reading this post so I guess you’re considering consulting too. I hope you find the insights I’ve gained over the last 12 months useful.
Things I’m glad were true
Delivering at pace
Everyone talks about consultancies/agencies moving faster than in-house digital teams. There is, of course, still bureaucracy to deal with, but we really do get stuff done and as an orange/a fire I love how rapid we are.
Being looked after
Though it’s only a bonus — rather than something job ads should boast about — it really is nice to be sent cake on your birthday and to help yourself to treats in the office.
I actually started writing this at our snack-filled, dog-friendly Manchester base, which leads me on to…
Flexibility and trust
If we want to work from home, we work from home. If we prefer an office environment, we go into an office. If a client wants us on-site, there we are.
It may be specific to my consultancy, but it’s how true hybrid working should be. Work is delivered on time, and to the right standard, and everyone is happy.
What I wish I’d known
Rumour vs. reality
Ask anyone who’s worked at a design agency what it’s like and you’ll be told that you work 24/7, that clients must be your priority above all else. It’s a generalisation that put me off consulting for a long time but it isn’t always the case.
Work-life balance is important and a decent consultancy will support you in maintaining boundaries. It doesn’t happen often but I’m happy to adjust my hours to get the work done because it’s interesting and I care about it.
And haven’t you had to show flexibility with every job you’ve had?
Collaboration, not commands
When working in-house, it was interesting that stakeholders always felt they’d tell us what they wanted and simply we’d do it. As if we were an agency they were commissioning work from. Seeing design as a service is a more traditional way of thinking, and co-designing digital products is something we need to educate people about.
The same is true with clients in the consulting world: they’re paying for a service and it’s fair that they expect us to make that happen. Statements of work are mostly agreed before designers are brought on board, and it is your responsibility to get that stuff done, but you can still coach people and manage expectations with communication and collaboration.
Plus, it’s fun so why wouldn’t they want to be more involved?
I am good at this
With a toxic workplace in my recent past, my confidence was at rock bottom. I didn’t know if UX was for me anymore, if I was a terrible designer, if my imposter syndrome was actually because I was inadequate.
But the problem wasn’t me. It’s like I’ve been thrown a lifeline: now I get to work somewhere that truly understands and values human-centred design. It’s reignited my passion for our practice and my faith in myself is healing.
Fittingly, while at a lunchtime RYDE class on my actual work anniversary the instructor shared this wisdom:
“Confidence can be about experience but it’s also about belief that you can do it.”
I’m still learning
Balancing design and deadlines
All projects have deadlines but when you’re on a contract your timelines are absolutely set in stone.
Delivering value is important to me, which means I’ve been guilty of gold-plating or stubbornly advocating for best practices that aren’t always realistic. It can be hard to accept but I’m on a journey to be better at letting things go, balancing ‘perfect’ UXD with pragmatism.
Prioritising what matters
As well as designing for clients, I line manage senior designers. Personally, my hardest challenge has been ensuring my client, direct reports, and community of practice all get the best of me.
You make time for what is important though— which is why I’ve just joined our Diversity, Inclusion and Belonging Forum for 12 months. (Can you also tell I’m an INFJ?)
Continuous development
Self-improvement is really important to me but something has to give. I’m keeping on top of mandatory training, joining local events when I can, and (of course) learning from my colleagues every day — and reminding myself that there’ll be time for more formal stuff when I’m on the bench in the future.
Ultimately, joining a design consultancy is the best career move I’ve made in a long time: every day I’m logging off energised and excited for more. I get to strengthen my skills, work alongside talented people, and have fun.
Coming to the end of this post, I also remember the value in writing on Medium (for me if no one else). It’s been a year of growth and it’s good to reflect, recognise that, and consider how next year can be even better…
Have I missed anything you’re curious about? Let’s chat in the comments.
— Becky
