Yesterday taught me something unexpected, not about UX, but about people.

I was on a client call where the team was proud of their design system. Fair enough, when you build something, you get attached.

But as we walked through it, a few usability issues showed up: low contrast, tiny fonts, small friction points. Nothing dramatic or personal.

I asked if they’d be open to discussing these, backed by evidence and usability research. That’s part of my job: point things out early, spark conversations that can build the best product possible.

The moment I said that, the energy shifted, followed by silence..

It made me wonder: When does respectful, evidence-backed feedback stop feeling helpful and start feeling threatening?

Honest question: Do you soften the truth, or say what needs to be said even if it risks the client walking away?