Susan Mercer - A Former Client's Perspective

In this episode of The UX Consultants Lounge, Kyle welcomes her first-ever client into the Lounge: Susan Mercer. With over 30 years of experience in digital technology—including roles in UI design, product management, and UX research leadership—Susan brings a rare and candid perspective on what it’s really like to hire and work with UX consultants.

Kyle and Susan share their history of collaborating on two major projects, including one of the largest diary studies Kyle has ever led. From there, they dive into what clients think during the procurement process, how proposals get evaluated, what builds (or erodes) trust, and what makes a consultant stand out.

Now that Susan is stepping into UX consulting herself, this conversation also touches on how her years on the client side are shaping how she approaches her new business, Perspecta Consulting.

Whether you’re a consultant trying to better understand your clients or a UX leader considering bringing in outside help this episode is packed with honest insights and practical advice.

Topics include:

• What really goes on behind the scenes when a client is scoping and approving a UX research project
• The qualities that make a consultant stand out during the selection process
• Why trust and communication are everything and what erodes them fast
• What clients wish consultants knew about proposals and pricing
• How to set consultants up for success (and what happens when you don’t)
• Susan’s transition from research director to independent consultant

Notable Quotes

• "I’m looking for a thought partner—not a salesperson. Someone who’s going to help me solve a problem, not just sell me their services… If you tell me everything you can do before even asking what I need, it feels like a car salesman pitch. That’s a turnoff."
  
  
• "I like hearing a lot of questions from consultants in that first call. Curiosity is a core skill for a researcher, and I want to see it right away."
  
  
• "If the methodology and reasoning are weak but the price is high, that’s when I start to get skeptical."
  
  
• "Consistent communication is key. I’d rather have a little too much communication than be left wondering what’s going on."
  
  
• “I want the consultant to make me and my team look good.”

Connect with Us:

• Host: Kyle Soucy | Usable Interface |  Linkedin 
• Guest: Susan Mercer | Perspecta Consulting  & Linkedin 

- - - - -

Links and Resources Mentioned:

• Kyle’s case study for the Viator diary study project 
• Anna Kop (The UX research subcontractor Kyle hired for the Viator project)

Submit a question or story: Have a question or topic that you'd like us to cover in a future episode and/or want to share an anonymous consulting story? Submit your questions and stories.

Don't want to miss an episode? Be sure to sign up for the podcast newsletter.

Thanks for tuning in! Don’t forget to subscribe and leave a review on Apple Podcasts, Spotify, or your favorite podcast platform.

I can’t wait to have you back in the lounge for our next episode!