The client role in project management

We’ve already discussed what a typical development team structure looks like and the responsibilities of software team members. Now is a good time to talk about who the client is and their role in the project. Yes, the client has responsibilities too. The client's responsibilities in a project include:

• Actively participating in eliciting, reviewing, and approving product requirements and designs to ensure business needs are met
• Providing regular feedback and answering clarifying questions throughout the product development process 
• Tracking project progress, constantly reviewing deliverables, and taking part in meetings
• Validating incoming invoices

Client's strategic role

In addition to tactical responsibilities, the client has a strategic role in guiding the project toward alignment with broader business objectives. This involves articulating the project’s vision clearly, setting measurable goals, and ensuring that these goals reflect the company's overall strategic direction.

The client’s ability to define and communicate the desired outcome can directly impact the project's success. A well-defined vision also helps the team understand their purpose, which can motivate and inspire greater focus on delivering high-quality results.

Collaboration and communication

Effective collaboration and communication between the client and the development team are essential for ensuring smooth progress. This involves not only providing timely feedback but also maintaining open lines of communication throughout the development process. Regular check-ins and updates can help resolve misunderstandings, answer questions, and clarify requirements, all of which help avoid costly delays or misaligned expectations.

Risk management and decision-making

Clients also play a critical role in risk management. The client should actively contribute to identifying potential risks, such as changes in market conditions, technology challenges, or evolving customer demands. By anticipating risks early on, the client can make informed decisions about how to mitigate them. When major decisions arise, such as scope changes or timeline adjustments, the client must take responsibility for those decisions, ensuring they align with the project’s objectives and business needs.

Quality assurance and testing

The client’s involvement in quality assurance and testing is key to ensuring the product meets the agreed-upon standards. This includes validating user acceptance tests (UAT), reviewing deliverables at various stages of development, and confirming that the final product aligns with the initial requirements. By actively participating in these stages, the client ensures that any issues are identified and addressed before project completion.

Project closure and evaluation

As the project nears completion, the client must play an active role in project closure activities. This involves conducting a final review to ensure all deliverables have been met, formally accepting the project, and transitioning deliverables. Additionally, the client should participate in a post-project review to assess the process, outcomes, and any areas for improvement. This reflection allows both the client and the outsourcing partner to learn from the experience and improve collaboration for future projects.

Continuous improvement

Finally, the client should foster a culture of continuous improvement. This involves providing constructive feedback, evaluating project outcomes against initial goals, and identifying areas for future enhancement. A client who continuously improves their engagement practices and communicates lessons learned helps ensure better results on future projects, leading to a more efficient and productive working relationship.

It’s important to clearly define the roles and responsibilities of all project stakeholders and specify the level of autonomy and independence on your outsourcing partner’s side early on. Also, you (as the client) should understand that one of your major tasks is to share your project’s vision, set clear goals, and motivate your team.