What Exactly is Project Scope Creep, and How Does It Happen?
This DFW WordCamp presentation is geared toward freelancers, consultants, entrepreneurs, and digital creatives, who have been pursuing their profession for a while and would benefit from a refresher discussion about how to keep project scope creep from negatively affecting their WordPress business.
Scope Creep is a project management term used to describe the situation when the parameters of a project exceed or creeps past, the original boundaries of its stated goals and objectives, adding tasks, without any changes to the budget or timeline. This can also be referred to as mission creep and requirement creep. When we don’t address the underlying issues that contribute to Scope Creep in web design and development it causes stress, affects schedules and dings our profit margins.
With some simple project management tools and processes, we can learn how to identify project scope creep warning signs in time to take corrective action and prevent common profit-eating pitfalls. The specter of Scope Creep suggests the vision of our clients stealthfully maneuvering to take advantage of us. However, Scope Creep usually starts off as more of a misunderstanding or a miscommunication of the project’s constraints.
Recognizing Scope Creep When it Starts
- If your client requests items that were NOT agreed to in the Project Scope of Work, then it is SCOPE CREEP
- If your client asks for things that they never communicated to you and are NOT in the written, signed the Project Scope of Work — It’s SCOPE CREEP
Why Clients Need To Care About Scope Creep
You and your team are not the only ones affected by scope creep. Their 30-hour web project is creeping to a 40-hour job. Their development team is rushing to get the project delivered, but the client realizes that to compensate for the scope creep issue, the time set aside for code cleanup and testing is now gone. Scope Creep negatively affects everyone.
What Is a Project Scope of Work?
The project scope is the work you have agreed to do for your client. The final or working Project Scope may have expanded from the original Project Proposal you produced for the client as part of Project Discovery. The Final Project Scope represents the agreed work your client has contracted from you and your creative team.
The Project Scope is outlined in the Statement of Work that is in your written proposal that was signed by, and agreed to, by your client.
Project Management Failures that Contribute to Scope Creep
- Not Having Clearly Defined Project Requirements – Scope of Work
- An Ineffective Customer On-Boarding Processes
- Lack of Consistent Processes and Systems
- Ineffective Client Relations Management
- Not Sticking to the Agreed Scope of Work
Start as You Mean to Go On
Commit to investing the time to Build a WordPress Project Brief. Your team needs to understand that developing an accurate “Project Brief is as crucial as the execution of the project itself. Your Project Brief is the basis of your Project Management Plan that will save you and your client Time and Money.
If you are using sub-contractors on the Project — a detailed specification of their tasks and timeline is critical to their success.
What Should be Included in Any Project Brief
- Goals of the project
- SMART Goals are Specific, Measurable, Achievable, Relevant, and Time-Bound.
- Budget
- Timeframe
- Users and target audience
- Design consideration and preferred aesthetic
- Success criteria
- KPI ( measurable metrics by which a project can be judged as a success (or not) in accordance with the client’s primary goal)
- 15% increase in newsletter subscription
- 25% more site traffic
- Increase the number of leads via the website by 10%
- Increase online conversions by 5%
Clearly Define Project Requirements
Detailed project /client discovery is necessary to develop an accurate Scope of Work that allows you to give a reliable time and cost estimate for the project.
Get to the real motivations, agendas, drivers, expectations, goals on the table at the beginning, instead of being surprised by time-released, headaches throughout the project — when expectations are clear on both sides, implementation is less stressful for everyone.
Clearly Defined Project Scope of Work
The project scope is the work you have agreed to do for your client. The final project scope may have expanded from the original stated project discovery requirements.
The Project Scope of Work (SOW) represents the agreed work your client has contracted from you and your creative team. The Project Scope as described in the SOW is part of your written proposal that was signed by, and agreed to, by your client.
Bad Scope of Work = Loss of Time and Money
- If you skip Client Discovery and Project Scope Definition and start the project with an Incomplete (Bad) brief
- Missing or incomplete information will prevent you from moving forward on project development
- You have to ask the client for new details and WAIT for them,
- You’ll lose more time, thus money, adding and editing what should have been provided in the first place
- Valued sub-contracts may become hesitant to work with you again – or charge a premium for the next gig
- Costing YOU time and money
How To Plan / Budget For Likely Revisions
- Things always come up during a project
- Things the client forgot to mention
- Things the client didn’t realize they needed in the first place.
Some Typical Revision Agreements
- “Revisions are not included in the quote and are quoted when they are requested”
- “2 Rounds of revisions are included in the quote – this does not include extras outside of the scope and is limited to small design and functionality changes”
- “20 small single action revisions are included in the quote – this does not include extras outside of the scope and is limited to small design and functionality changes”
Your FINAL PROJECT SCOPE is ALWAYS in WRITTEN FORMAT!
Unclear Definition of the Scope and Requirements
Not having a complete project brief (Scope of Work) is the fastest way to sabotage both you and your project. Most clients truly believe they know what they want. But once you start to define their processes it usually comes out (MIRACLE OCCURS HERE) You need to get the client to invest the time for a detailed discovery.
If a client is not willing to take the time to carefully delineate the scope of Work for their RUSH project
…Wish them God-Speed and move on…
Project Constraints
heir WordPress Expert has lost enthusiasm for the job and is not interest in working with them again
In project management, a constraint is any restriction that defines a project’s limitations. The three most significant project constraints — schedule, cost, and scope — are sometimes known as the triple constraint or the project management triangle.
A project’s scope involves the specific goals, deliverables, and tasks that define the boundaries of the project. The schedule (sometimes stated more broadly as time) specifies the timeline according to which those components will be delivered, including the final deadline for completion. Cost (sometimes stated more broadly as resources) involves the financial limitation of resources input to the project and also the overall limit for the total amount that can be spent. In the project management triangle, making a change to one constraint will affect one or both of the others — meaning that increasing the scope of the project requires more time and money.
You Are Going to Make Mistakes — Take Notes and Try not to Make the Same Mistake Again
Over the years Nick and I have had projects go sideways in a number of ways for a variety of reasons. WordPress projects prone to “Scope Creep” when we slowly, almost imperceptively, moved into work activities and related costs that weren’t previously agreed upon. The slippery slope of scope creep can happen by trying to please a demanding client OR by well-meaning members of your own development team, but as the Project Manager/business owner it is your responsibility to stick to the written Scope of Work and request change orders from the client when required.
We have been in business for over thirty years, and have made every single one of these mistakes. If I were to list my biggest project management failures that directly led to costly Scope Creep they would be:
Unclear Definition of the Scope and Requirements
Not having a complete project brief (Scope of Work) is the fastest way to sabotage both you and your project. All the team members and stakeholders may all be raring to get going, but in their enthusiasm to start the project, they don’t think about all the details —like how are all the new site features going to work together or what happens if some of the underlying assumptions are wrong…insert your own nightmare scenario here.
Having clearly defined list of the client requirements as part of the project scope of work is especially important when your client is automating processes in preparation for putting their business online for the first time.
Repeat after me— THE DEVIL IS IN THE DETAILS! Bless their heart, most clients truly believe they know what they want. But when you actually get down to White Boarding their processes it usually comes out (MIRACLE OCCURS HERE)
Designer or Developer, every single one of us has experienced clients that when asked to detail their process, haven’t really thought through all of the ramifications of their various business decisions and how those process decisions will translate to an online business model.
Take time for a detailed discovery. Your client and you need to go through a detailed planning exercise before you start your site build. Make sure you’re building something that your client and your client’s customers want and need.
NOTE: If our prospective client does not want to invest the time, talent and treasure to conduct a Project Discovery session to build a detailed scope of work, I would advise you to take a pass on the project.
To learn more about conducting a Discovery Session go here: https://handsonwp.com/introverted-freelancers-guide-writing-winning-proposal/
Ineffective Customer Onboarding Processes
Customer Onboarding describes the process that new clients go through when they become a customer of your product or service. A positive onboarding experience confirms that your customers made the right choice when they awarded you with the contract. Ultimately, an effective onboarding process helps you to retain a new customer as part of your regular client base. Your client’s onboarding experience defines the ongoing relationship they have with your company.
Customer Onboarding also includes Project Management Plan
Not all WordPress clients have project management experience and so they might not understand how web development projects are generally managed. Your client may not understand their on-going role and responsibilities within the project such as gathering and organizing content, reviewing and approving deliverables, managing change orders and testing the website.
Part of an effective new customer experience will be communicating with your clients so they know how to contribute to the success of a project. Be sure your point of contact has a copy of the final Statement of Work, the signed contract, and change order forms. As PM your job is to keep the client engaged with weekly Project Status emails…if there is ever Bad News (Increase in costs or a delay in delivery) copy the project owner. Sometimes the primary contact withholds negative news. My view is the person who approves my payments is the first person I want to contact is there is a problem… but that’s just me,
Another reason to really focus on improving your Customer On-Boarding Process it that it helps you control and mediate Customer Churn. Customers who value not only your work but the way you communicate with them value you as a trusted vendor.
The Best Client On-Boarding Process Summary EVER!
The Lack of Consistent Client Management Processes and Systems
- Is your current on-boarding informal and inconsistent?
- Is your email inbox is stuffed with customer questions?
- Does dealing with client communication take time away from project production activities.
- Have you ever missed project critical information in a collapsed email string?
Inconsistent Design/Development Processes and Systems
Yup! I am doing to go there.
Bless their hearts, not all designers have been trained to understand the importance of designing for purpose and function. Every developer has probably seen some beautiful designs for new projects that just cannot be built or would be too expensive to build. An ill-conceived site design can double the cost of a build. Rather than having to explain why the steaming pile of technical debt that accompanied that cool site design, increased the project costs, it’s best to have the development team work with the designer, so together they wireframe all the site functionality taking into account the limitations and the strengths of the WordPress platform before the final design is submitted to the client for approval. Working together you and the designer can come up with something that is both beautiful and functional.
It’s difficult to tell someone that their baby is ugly…but when a client comes to you with a site design, that they probably paid good money for, that you know will either not be worth the cost to implement, or simply not do what the client needs, it is just best to take a pass on the project.
If you have not wireframed a project before here is a good introductory resource: https://speckyboy.com/wireframe-wireframe/
You Can find some helpful Wireframing tools here: https://dynomapper.com/blog/19-ux/200-20-prototype-tools
Lack of a Good Project Management Plan
When a project goes skidding sideways it is the Project Manager (PM) who has to take the hit. The PM is responsible for the successful planning, execution, monitoring, control, and closure of a project. The PM is the primary point of contact and as such is responsible for understanding, interpreting and communicating the customers needs to the development team and provides feedback to and from the developers.
Ineffective client relations management will sink a profitable project. It is the responsibility of the PM to make sure all parties stick to the agreed scope of work as delineated in the Project Management Plan. Without a proficient PM, the project will get off track and become a runaway train that crashes and burns. A good PM will publish weekly progress reports keeping everyone in the information loop, so mistakes and misunderstanding can be caught before there is a smolder wreak.
Ineffective Client Relations Management — Failing to Communicate the Project Management Plan
The Project Manager is reasonable for communicating and enforcing the Management Plan section of the proposal. One of the most effective ways a PM can control scope creep is by clearly explaining the role(s) the client will play in the “management” of the project such as:
- Being available to provide input when requested
- Approving individual interim deliverables in a timely manner
- Being available to receive and review status reports
- Resolving conflicts or differences of opinions
- Serving as final decision-maker when change orders need to be approved or rejected
The Project Management Plan is your first line of defense against Scope Creep. With a detailed plan in place, the PM can focus on producing a project that meets the client’s requirements, keep the development team productive, reduces stress and improves the bottom line.
However, it is so easy to backslide with existing clients, especially with clients we like. I will openly admit, that if I’m not very careful I will make less profit on clients for whom I have a particular fondness or projects of the heart that you just want to support. I need a good project management plan to protect my bottom line from my higher self.
Not Sticking to the Agreed Scope of Work – Well Duh…
If “Yes, we could probably do that.” Your default answer to a client inquiry, you probably have Scope Creep on every project you take in. When you train yourself to say, “Let me check the SOW to see where or If that item fits into the project Scope, you are way ahead of the Scope Creep game.
Best client relationship management phase ever shared with me, “That is a great idea! Let’s plan for that in Phase Two.”
Any Project can get Creep when you wander out of the agreed-upon scope The “Creep” part is because additional tasks aren’t usually added in obvious ways. It’s usually in smaller less obvious ways these extra things “Creep” into a project.
Some Common Examples Of Scope Creep Encroachment
Any Project can get Creep when you wander out of the agreed-upon scope The “Creep” part is because additional tasks aren’t usually added in obvious ways. It’s usually in smaller less obvious ways these extra things “Creep” into a project.
Understanding and Recognizing the Quick Fix Syndrom
From your client’s view…these are “easy quick fixes”
Just a “few clicks” for a Pro like you…”
OK, so am I the only one who has ever stayed up half the night chasing an allegedly easy fix. Nah, I didn’t think so.
As WordPress professionals, fixing problems is what we do, we are fixers, pleasers, the folks that make it right. Which is a great character trait as long as someone is paying us. The number and type of client “fixes” and revisions are (or should be) listed in your Statement of Work. Once the client has blown through the contractual agreed-to changes, they have entered into the ‘Change Order Zone’ that place where we discuss how this change will affect the cost and the timeline.
Warning #1 Client Relations Management
The Last Minute Pre-Launch Addition…
Your client contacted you to set up their website. They listed all the things they wanted on the website. When they review the pre-launch site they say: “I’ve been thinking about it, and we will need another page — just a really basic text page. That’s simple— right?”
The WordPress Pro knows when to say, “No, actually that is not a simple addition. It will require several changes to the structure of the site that was not in our bid or Statement of Work.”
“Here is the best way to address your new idea, we will launch the site as planned. I will give you a bid for Phase two of the project so you can add the page and any other changes you would like to see.”
Warning #2 Client Relations Management
Out of Scope Requests —The Pre-Launch Form Change
Your customer reviews the pre-launch site, looks up and smiles: “I didn’t realize before but I think this form needs a couple of extra fields.”
The WordPress Pro responds. “We can do that, but it will require a change order and will push back the project at least two weeks. Can you authorize the budget increase and the accept the delayed delivery date for your firm?” Or you can use the answer to Example 2. The point is, all these changes are the responsibility of the client. This is not something you do for free because you feel the need to appease a client or be thought of as a good person.
Warning #3 Client Relations Management
Out of Scope Requests —Pre-Launch feature addition
The Pre-Launch Checklist has been completed. All systems are GO! …and your client takes one last look at the site before going live and asks:
“Hey, I just noticed something, Can we add our contact form to the bottom of this page?”
Well, WordPress Pro you can use the answer to Example 1 or 2. The point is, all these changes are the responsibility of the client. This is not something you do for free because you feel the need to appease a client or be thought of as a good person. Your Job is to delivery the agreed-upon scope of work on the agreed upon date for the agreed-upon price. Everything else falls into “Phase Two!”
Warning #4 Client Relations Management
Out of Scope Rework — The “Are you Freaking Kidding Me!” Scope Creep Example
Just so you know, this actually happened to us. The client contacts you to write a custom plugin. Working with the client you scope the requirements. You produce the plugin that meets those requirements. The client “rethinks” the project upon final review and asks you to change how the plugin works…but doesn’t think he should be charged any extra to completely rework the plugin?
The WordPress Pro knows when to say “NO!”
Your answer to this type of client is, “Actually that is not a simple rework. It will require several changes to the structure of the plugin that was not in our bid or Statement of Work. We are happy to give you a bid for the requested rework”
Warning #5 Client Relations Management
Prevent Profit Eating Pitfalls
Some Clients have No Shame…They have No Problem asking for changes that can take hours, even days to complete…at no increase to the agreed upon SOW
This type of client will kill project profitability by a 1000 cuts
Client requests are usually very small things. But small fixes and tweaks can mount up to many hours more work – UNPAID Hours. I don’t know about you but I get cranky when I invest hour upon hour on work without being paid for that effort. The sad news is some clients have no shame. They have absolutely no problem asking for major changes, requests that can take hours, even days to complete. As a WordPress professional, it is your responsibility to refuse unreasonable requests, and in my mind, if it isn’t in the statement of work, or covered by a change order, it’s unreasonable.
Warning #6 Client Relations Management
Another Profit Pilfering Pitfall — The New-Client Rush Job
If you have been in business for more than a year, you’ve seen this guy. A new client calls you and his hair is on fire about this rush job. He doesn’t have time to do a formal statement of work! This is RUSH Job — He needs it YESTERDAY!!
Let me translate that for you. “Another Developer just fired him.”
…And the Hair-on-Fire Client will be upset because YOU missed HIS deadline …and will probably hassle you about payment…Just saying
A WordPress Pro Knows When to Fold ‘Em
Take a pass —even if you are thinking, I need another client this month…You do not need a client who will end up costing you money, peace of mind and professional relationships.
How to communicate with clients about scope creep – in a positive way!
With new clients, especially on smaller projects, your job is to kindly educate them about what is and is not included in the scope of work. If during a project status review the client wants to add a feature or function, in a helpful tone say…
“Yes, we can do that for you. Since this is a new requirement that we haven’t discussed before, I’ll need to quote separately for this – however, I think it’s a really good idea and will make a big difference to your website. The cost will be…”
When you have worked with the client to clearly communicate the Project Management Plan, you have educated the client to understand “Change of Mind = Change of Budget & Time. Open communication about how and when additional charges will be triggered on a project has some potential disadvantages as well. If the Client has budgeted a set amount for unexpected changes (out old pals the Unknown Unknows) The client team may not be as careful with project milestone reviews because the client knows they can ‘always’ make changes. If money is not a deterrent to pre-delivery changes— stress that the requests that could cause the client to miss the desired delivery date can be handled in phase two.
Why Understanding and Managing Scope Creep is Critical
Even if we are using value-pricing, must WordPress Creatives and Developers usually work from a fixed quote. This is why we must be meticulous in developing the project brief and strictly stick to the agreed-upon scope. If the client is willing to pay extra for those change, then great!
…but when the client expects those changes as part the original quote — The answer is NO.
When a Client Request Is NOT SCOPE CREEP
Client work is requested and…
- A written change order is Issued
- The budget is increased
- Delivery time is extended…
- More work +more Money+extended timeline = Profit
- Happy, Happy, Happy
A New Way To Deal With Change Orders – A Change Management Plan
Our Company and a number of other WordPress developers have started to include a Change Management Plan as part of their Final Project Proposal. By instituting an estimated “Change Budget’ the client and developer mutually acknowledge that some change to the project is inevitable and working together they can codify a change management process and a budget to control change-induced scope creep.
Change Management Plan should include:
- The definition of change and the different types of change that may occur
- Examples of project change
- The concept of the Change Budget
- Who can initiate a change request
- How should the change request be documented and submitted
- Who will analyze the change request for project impact
- Who will approve or reject the change request
- When will the costs associated with a change be invoiced
A Summary Review — How To Prevent Scope Creep in a WordPress Project
- Set Clear Requirements
- Proactive project management
- Develop Consistent Processes and Systems and Stick to Them
- Produce and Use a Project Management Plan
- Write and Follow Written Project Scope
- Manage your Client On-Boarding Process Consistently
- Good and open relationship with the client
- Being a Clear, Concise and Consistent Communicator
- Practice Consistent Client Relations Management
Tools to Prevent Scope Creep
Additional Resources
After Presentation Resources
I hope these class notes help. Here is a PDF of my Presentation
I have included a link to the class slide deck below.
I’m sorry if the transfer from Keynote to PowerPoint format sometimes does odd things to the headers and some images.
Follow Sandi Batik @sandi_batik / @WPATX / Contact me at: handsonwp.com / LinkedIn https://www.linkedin.com/in/hsandrachevalierbatik
Follow Nick Batik @nick_batik / @WPATX / Contact me at: pleiadesservices.com / LinkedIn https://www.linkedin.com/in/nicholasbatik
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