Taking the Guesswork Out of Design
http://www.alistapart.com/articles/taking-the-guesswork-out-of-design/

Ritzenthaler, Daniel
List Apart, A
2009

Abstract:

Clients, like other humans, often fear what they don't understand. Daniel Ritzenthaler explains how sound goal-setting, documentation, and communication strategies can bridge the gap between a designer's intuition and a client's need for proof.