
At Brady UX, every project is an opportunity to grow, refine our processes, and strengthen our commitment to delivering high-quality work. Recently, we faced a situation that brought the challenges of scope creep into sharp focus, providing us with lessons that we’re excited to share.
This post explores what scope creep is, how it can be managed effectively, and how we at Brady UX worked through a real-life example—leveraging tools like ChatGPT to improve our communication, maintain professionalism, and uphold our principles.
What Is Scope Creep?
Scope creep happens when new requests, tasks, or changes expand a project beyond its original agreement without a corresponding adjustment to the timeline or budget. It’s not always intentional—in fact, it often stems from a client’s evolving needs or a misunderstanding of what was included in the scope.
While scope creep may seem like a minor issue, it can have significant consequences, including delayed timelines, strained relationships, and unpaid work for agencies and designers.
How Scope Creep Appeared in a Recent Project
In a recent project with a valued client, we delivered a high-fidelity clickable prototype that included 30 interactive screens and additional functionality. Along the way, the client requested enhancements—11 additional screens that we completed as part of a scope extension.
When we sent the final invoice, questions arose about whether all deliverables had been completed and whether user testing had been conducted per the original agreement. This feedback gave us an opportunity to reflect on how we communicate, clarify scope, and set expectations with clients.
What We Learned and How ChatGPT Helped
The Power of Clear Communication
One key takeaway was the importance of ensuring that clients understand the purpose of every phase of the project. In this case, a feedback session was misinterpreted as an opportunity for refinements rather than its intended purpose: gathering feedback to improve our future processes.
Using ChatGPT, we crafted a response to the client that clarified the purpose of the session while maintaining professionalism and empathy. The AI helped us frame our thoughts clearly and avoid any escalation.
Revisiting Agreements Is Essential
When scope creep occurs, it’s often because the agreement isn’t referenced or revisited as frequently as it should be. This experience reminded us to anchor every new request back to the original agreement, which helps keep everyone aligned. ChatGPT helped us phrase follow-up emails with care, reinforcing the scope while expressing our openness to collaboration.
Documentation Builds Trust
By creating a detailed Paid in Full Receipt that outlined every deliverable and additional enhancement, we were able to close the project on a positive note. This documentation not only reinforced transparency but also showed our commitment to honoring the agreed-upon terms.
Flexibility Requires Boundaries
We learned that flexibility is a strength—but only when paired with boundaries. Taking on additional work without adjusting timelines or budgets undermines both the client relationship and the quality of the deliverables. ChatGPT was invaluable in helping us articulate these boundaries in a way that focused on partnership rather than conflict.
Tips for Avoiding Scope Creep in UX Projects
Based on this experience, here’s how we’re refining our approach—and what we recommend for other agencies and designers:
1. Start with a Clear Agreement
Your agreement is your roadmap. Outline the scope, deliverables, payment terms, and what’s outside the scope. Use this document as your anchor when new requests arise.
2. Communicate Early and Often
Regular check-ins help prevent misalignment. If a client brings up new requests, address them immediately and transparently.
3. Create a Change Management Process
When scope changes are necessary, document them and adjust the agreement. This keeps the project on track and ensures everyone understands the impact.
4. Use Tools to Improve Clarity
ChatGPT was a game-changer for us in crafting clear, empathetic responses to our client. Whether it’s drafting an email or refining a receipt, having a tool to support communication can make a big difference.
5. Learn and Adapt
Mistakes happen, and that’s okay. What matters is learning from them. Use every experience to refine your processes and uphold your principles.
Our Commitment to Transparency and Growth
At Brady UX, we’re committed to growing with every project and sharing what we learn with the design community. Scope creep is a challenge, but with clear communication, solid agreements, and a commitment to transparency, it’s one that can be managed effectively.
We’ve made these lessons part of how we onboard every client, ensuring mutual understanding and a clear path to success. And yes, we’ll continue to use tools like ChatGPT to help us communicate better and stick to our principles!
Ready to work with a team that values transparency and professionalism? Let’s create something amazing together—on time, within scope, and with clarity at every step.
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