How to challenge others’ minds
In a less annoying way
Design and feedback loops are intertwined and inseparable.
It becomes more challenging when someone holds strong opinions based on their previous experiences and clings to long-standing rules of thumb or widely accepted best practices.
“Can you make the CTA pop? I remember reading that the best CTA is orange.”
“As far as I know, most apps have walkthrough screens consisting of three steps. Can we make it three steps?”
“Please reduce the number of steps at the checkout process. The fewer steps in the checkout process, the better the conversion rate.”
Some people say, ‘Skip the drama.’
I’d say face the drama.
Feedback and discussion should not be separated from the design process—they are essential components in molding ideas. And sometimes, what you need to do is persuade others with your idea and challenge others’ perspectives.
I have always believed that changing someone’s belief is achieved by presenting evidence and proving that others are wrong. Especially in a professional setting, challenging others’ perspectives, laying out the facts, and winning the discussion can make me appear smart.
However, many attempts to convince others to buy into my ideas have failed because challenging someone’s mind is just DIFFICULT.
I’ve learned that even though I strive to be non-judgmental and avoid putting others down, people can still feel uncomfortable, especially when I don’t have a strong, established relationship and trust.
I came across a technique called motivational interviewing, which has been around for decades and used by trainers, health professionals, and many others worldwide to motivate people to change their beliefs.
The core idea is that motivating others to change is hard. Instead, a more effective approach is to help people find their intrinsic motivation for change.
Adam Grant, an organizational psychologist, and bestselling author, says the goal isn’t to tell people what to do but to help them break out of overconfidence cycles and see new possibilities. Your role is to hold up a mirror so they can see themselves more clearly, and then empower them to examine their beliefs1.
Here’s an example of a motivational interview by Adam Grant about a Hogwarts student who expresses concern about their uncle being a fan of Voldemort.
🤓Student: I’d love to better understand your feelings about He Who Must Not Be Named.
🧙Uncle: Well, he’s the most powerful wizard alive. Also, his followers promised me a fancy title. You: Interesting. Is there anything you dislike about him?
🧙Uncle: Hmm. I’m not crazy about all the murdering.
🤓Student: Well, nobody’s perfect.
🧙Uncle: Yeah, but the killing is really bad.
🤓Student: Sounds like you have some reservations about Voldemort. What’s stopped you from abandoning him?
🧙Uncle: I’m afraid he might direct the murdering toward me.
🤓Student: That’s a reasonable fear. I’ve felt it too. I’m curious: are there any principles that matter so deeply to you that you’d be willing to take that risk? “Motivational interviewing starts with an attitude of humility and curiosity.
We don’t know what might motivate someone else to change, but we’re genuinely eager to find out.”
~ Adam Grant
Here’s an example I created in a design context: A stakeholder believes that the ideal number of app walkthrough steps is always three for every app.
🤵Stakeholder: I've been thinking about our app's user onboarding process. It’s probably a bit too long. Most apps have walkthrough screens consisting of three steps.
🧑🎨Designer: That's an interesting point you bring up. I'd like to know more about why you think three steps are the norm for app walkthrough screens. Can you share your perspective on this?
🤵Stakeholder: Well, from my experience as a user, shorter onboarding processes tend to be more engaging and less overwhelming. The three steps balance providing necessary information and keeping users hooked. What do you think?
🧑🎨Designer: I appreciate your perspective. It's great that you're considering the user experience in terms of engagement and simplicity. I'm curious, though, have you come across any apps that have used a different number of steps for their walkthrough screens?
🤵Stakeholder: Now that you mention it, I’ve used a few apps that had more or fewer steps. Some had longer onboarding processes, while others did not. Although I have always found the three-step approach to be quite common, I guess there’s a strong reason if an app includes more than three steps.
🧑🎨Designer: It's good to hear about your observations and experiences with various apps. Now, if we were to consider alternative options, such as fewer or more steps, what potential advantages or disadvantages do you foresee?
🤵Stakeholder: That's a great question. With fewer steps, there is a risk of missing out on conveying essential information to users. On the other hand, having more steps could lead to user fatigue and abandonment. Striking the right balance and understanding our specific contexts is crucial to ensure users receive the necessary guidance without feeling overwhelmed.
And the conversation goes on…Sometimes, you don’t need to challenge others’ minds by convincing them of what they should and shouldn’t believe. Instead, you can guide them in activating a cycle of rethinking and being open to new possibilities.
Cultivate a sense of curiosity and explore others’ thoughts to become more adept and comfortable with conversation involving different perspectives.
And you won’t know—perhaps you will change your mind, others will, or you both might meet in the middle.
Here are three ways I can support your growth as a designer:
Purchase my book, "The Practice of Design Practice," to adopt mindsets and practical tips on how designers can engage as lifelong learners.
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Think Again, Adam Grant