Pop quiz hot shots. You’re 5 months into the 6 month development of your latest online masterpiece. The build has been going well, and the end is in sight. You can almost smell that invoice. Then the client appears, and innocently asks:

“Hey! It would be really cool if we could get this new feature onto the site before it launches?”

What do you do?

1. Sigh wearily before returning to your machine, where you spend the next 4 weeks in miserable perpetuity adding the new feature. After all, he’s a really nice guy and you hope to get more work out of it. Sometime.
2. Laugh in derision, before throwing the project plan in his face and telling him to point to the bit outlining his new feature. “That’s cause it’s not in there schmuck!”. Turn around and walk away in disgust.
3. Something else?

If you’re at all familiar with this process then you’re probably already experienced Scope Creep. As a follow up to some comments made in a previous post, I thought I’d touch on this ever thorny issue and offer some advice on its management.

For those of you who might not be aware, the term “scope creep” refers to the process whereby a project expands beyond its original remit, usually as a client requests new or added features that were not in the initial proposal. Avoiding scope creep is clearly a big topic and one that others have tackled in the past but I’ve decided to take a different tack with this post and concentrate on “dealing” as opposed to “avoiding”. In my opinion even the best planned, most thoroughly documented and tightly managed projects can still fall foul of scope creep so what can you do when the project seems to be snow balling out of your control?

Looking at it from a different angle: is scope creep really always a bad thing? After all, one man’s scope creep is another man’s agile development. What’s so bad if a client comes and requests a new feature that really would improve the product or website? Why should you automatically say “No, it’s not in the project plan”? I argue that, with proper management, scope creep can actually be turned to your advantage and lead to a better product with increased reward for everybody at the end of the day. The trick is how to do it!

Here are my top tips:

Be Prepared

Initial documentation is still absolutely crucial. Without it a project won’t have any scope in the first place, so it’s impossible to measure any changes. Plan a project thoroughly and map out as best as possible the size, structure, timescales and costs. Write a project plan that covers this in detail. It’s ultimately there to protect you and the client, because both parties have to understand the obligations and costs.

Accept that the exact details can, and will, change over the life of the project, and have in place the mechanisms to deal with that. Being prepared for scope creep is the best way to deal with it effectively.

Be Responsive

When a client requests a new feature or change BE POSITIVE. Creating an environment of resentment or negativity does no one any favours and can quickly sour the atmosphere surrounding the development. Good client relations are the lifeblood of our industry.

Be ASSERTIVE. A client has to realise that any change in the scope of the project has cost and time implications. Your task is to explain the change process clearly and honestly. For example:

“Sure we can make that change. It’ll cost X amount and add Y weeks to the project. Let me speak to the team and I’ll get back to you with a revised budget and project plan.”

This means the client appreciates the implications of requests for changes, but also realises that you’re responsive to their wishes. It fosters an atmosphere of professionalism. Either they’ll go ahead with the change or decide they don’t want to pay the extra cost. You’re putting the ball into their court.

Document the change! Have a request for change form which you can fill in and send to the client, detailing the new features and resultant cost and time implications. Get them to sign this! Nothing makes things hit home like a signature.

Much of my recent thinking on this has come around as a result of reading the excellent book Web Redesign 2.0 (nothing to do with web 2.0 by the way). If you’re at all interested in the project management and workflow of larger projects then I heartily recommend this book. Check out the website too because it provides useful downloads to compliment the book.

One of these is an Additional Charge Form (pdf). Very handy!

Be Reasonable

Don’t see every minor request as an excuse to fleece your clients of more money. They’re not stupid, and they’ll know if you’re taking them for a ride. I’ve had many clients come to me because they felt their previous designer was “ripping them off” by charging hefty sums every time they wanted a minor text or picture change.

If a client asks me to change the phone number on their contact page once a year, am I going to charge them for that? Probably not to be honest. Being a nice guy with your clients earns you respect and ultimately repeat business. Just don’t let the freebies get out of hand.

At the end of the day dealing with scope creep is a balance between not being taken advantage of, while not taking advantage of your client. As such, there is never a single way of dealing with things; however, creating a culture of professionalism and mutual respect will help the smooth running of a project.

Happily ever after?

I do believe that scope creep scenarios can be turned from a negative to a positive. If you can provide a better product to a happier client for appropriate financial gain then it’s a win-win situation all round.

Good luck!