Managing Project Delivery Anxiety: Trust and Best Practices

Who hasn't experienced anxiety in life? Yes, there's pathological anxiety that we commonly see, but there's also that milder form of anxiety, the kind of fear we feel when we desire something or that invisible trigger that occurs when we buy something online. From the moment we receive the order confirmation, the anxiety monster kicks in, making us check the delivery status multiple times a day, even for something we might not have wanted that much, to begin with.

It's a fact that everything we acquire, whether it's a product, service, or even courses and training, generates a natural sense of anxiety as we anticipate the arrival of the "thing." After all, we're exchanging our time, energy, and knowledge, represented by our money, for a product or service from a third party, which also comes with uncertainty and insecurity. Perhaps it won't live up to our expectations, or there's a risk of not receiving what was promised, and that, indeed, is partially what fuels the anxiety. Partly because the market is simply flooded with deceptive advertisements, misleading inducements, or images, videos, and texts that promise one thing and deliver something entirely different, often hidden in the fine print of contracts. In a country where seeking redress can be financially expensive, slow, and ineffective, it leads to significant frustrations and fear in future purchases.

The solution that consumers seek for this lack of trust and confidence is firm and voracious monitoring, often laden with memories of unpleasant experiences and previous conflicts with those who promise but don't deliver. This forces serious suppliers of goods and services to deal with a bundle of aversions that often do not concern them. This is especially true for intangible products where consumers can't touch or test them before deciding to acquire them or not.

Undoubtedly, we come to questions of trust, as if someone doesn't receive what was agreed upon on several occasions, they will become suspicious, right?

Answer:

Impossible.

Yes, it's impossible to fully trust someone we don't know, but we can increase the probability of success in our decisions by verifying the past of those with whom we have any intention, be it an individual or a company. Therefore, we can trust a little more in history (still not entirely because this can also be an intentional construction), and in this way, we give a vote of confidence to those we don't know but have some knowledge of their past.

Unfortunately, the lack of trust significantly inflates the cost of products or services in the market, in addition to generating wear and tear in the client-supplier relationship. If we could trust companies and their clients to completely deliver what they promise, just as we trust that drivers stop at red lights and proceed on green lights, everything would be much cheaper. I dare say, though not with certainty, around an astounding 15% less for everything. Just think about the impact on bureaucracy and the cost of money, the risk of non-payment, etc...

In more objective terms, as the project's conclusion approaches, one can observe an increase in the anxiety of those involved in the project. However, what could potentially be beneficial when used intelligently to increase attention and adherence to deadlines becomes definitively harmful, as fear and uncertainty from many clients obscure the focus and directed effort of the final sprint for project delivery with the final product.

Effective management of anxiety, taking into account that the main objectives have been achieved and that the initial version of something still lacks sufficient maturity to offer all possible solutions, can result in the secure launch or implementation of the final product, provided that good post-launch support is maintained. We can confidently say that the world will not end after your software is launched and that many (perhaps the majority) of the solutions and improvements will come with time, maturity, and experience that the market itself will indicate. All previous experiences lead us to believe that the anxiety of delivery should be used to focus on what is urgent and important, and not on the unforeseen details that may prevent the release or fulfillment of any deadline.

Investing in a good Inception and a good Product Discovery process that you can hire will dissipate this anxiety, increasing the confidence that the client will receive the final product or project, knowing that over time it can be evolved and improved, preventing it from becoming an orphan and having to go through the entire process again.

For many human beings, receiving something can be as difficult as giving something to someone. Therefore, it's essential to be psychologically prepared to receive your product when it's ready and be ready to accept it, much like a mother receives her child in the maternity ward after many months of a relationship without knowing exactly how it will be, but with the responsibility to develop it for the world to contribute to society. The mother takes the child to the doctor who performed the delivery to ensure everything is alright, occasionally treating any eventualities that may occur during the child's journey or even seeking guidance from a mentor, teacher, or psychologist to further develop them. Think of software, and you're directly thinking of people because people use software.

Main causes:

1. Not trusting the experience of the supplier or developer.

2. Not knowing the actual limits of your idea or product.

3. Not knowing in advance the stages, timeline, and development process along with the development partner.

4. Not actively participating in the project's evolution, leaving it until the last moment to get involved and resolve all issues, which leads to dense communication and strained relationships.

5. Thinking that the client-supplier relationship will end with the delivery of your product.

6. Due to lack of experience, wanting to implement all improvements at once during the delivery phase.

7. Thinking that once payments are settled, there will be no support, feeling like an "orphan," and fearing that the supplier will disappear or charge high fees for maintenance and product enhancements.

Main consequences:

1. Insecurity and fear that the product will not meet what was agreed upon.

2. Compacting many activities at the final stage of the project, resulting in disrupted timelines.

3. Causing delays not only in your product's timeline but also in the timelines of other clients who have already contracted the services, creating a chain reaction of delays for you and others.

4. Increasing the supplier's costs due to the additional time invested in the project beyond the initial estimate.

5. Eroding trust in the supplier, as the agreed-upon delivery date will differ from the actual delivery date, often due to an increase in activities proposed by the client or a lack of monitoring of the progress.

6. Lack of freedom to propose new solutions or improvements due to strained relationships, leading to supplier replacement and returning to square one, increasing timelines and costs.

Possible Solutions and Best Practices:

1. Thoroughly investigate the credentials and history of the partner who will develop your project; this is the best reference to increase confidence.

2. Engage with people from different areas of the company you wish to hire for software development (Developers, HR, Sales, Marketing, Projects). Ensure there is convergence in their statements regarding honoring agreements, treating clients, fulfilling deliveries, and conflict resolution.

3. Even though it may be difficult, try to be aware that anxiety is high at certain times to avoid losing courtesy and the big picture of your product.

4. Try to adhere to the initial plan with minimal changes, or consult your development partner to assess the impact of these changes on the overall project timeline.

5. Prepare yourself psychologically for the journey. Buying a ready-made product is different from developing a product, so try not to apply the same mindset to very different situations.

6. Participate in validation and adjustment meetings, as this will keep you informed if your project is on track, and when it comes to the delivery phase, you'll know exactly what is included, preventing last-minute condensation of improvements or repairs.

7. Be prepared to receive what you've purchased. Yes, it may seem obvious, but receiving can be as difficult as giving. Although it feels like an umbilical cord is being cut (and indeed it is), the connections continue, but now in a new phase, one of improvement and development of what already exists and is consolidated, not just on an idea or experience.

Plathanus: your reliable partner for meeting deadlines in customized software projects. Our experience and commitment ensure timely deliveries and quality results. Count on us for the success of your digital project.