"I think explaining the process and trying to be clear is key," Ana Hill says from Mexico City, where her yorkie Bruno is never far from her side. "Setting up a presentation and giving clients a visualization of the work helps them create it in their mind."
Ana has learned that communication is essential when working with clients who may not have a strong visual vocabulary. "Some people are really meticulous with their ideas, and they're really sharp, but they may not be able to visualize an image in their head," she explains. "So I show them the differences in every style, the time that needs to be invested, and the time it takes to make changes. For example, this style is really flat and just lines. This style is more like the juice. And this style, even though it's not 3D, can actually take three to four days for one image, rather than just a couple of hours."
This approach helps manage expectations from the start. "Sometimes at the end of the process they understand that no, what they wrote in the email wasn't actually what they were looking for. So showing them examples helps manage expectations. It means there are no bad surprises."
When she's not updating illustrations for pharma brands or navigating client communications, Ana explores her love of mystic themes, researching life and places. Between yoga sessions, walks with Bruno, and dancing, she finds inspiration in conversations with people around her vibrant Mexico City neighborhood.
When she first started out, Ana found herself saying yes to everything. "What I thought would take one week took three or four. I was so nice and said yes to everything, all the changes." Now, she's learned to establish clear boundaries around her process. "This is the sketching, this is the rough sketch, this is the coloring. And once you approve, it's approved. We're always open to small changes, but not a whole process change."
Even when clients struggle to articulate what they want, Ana remains patient. "One client was maybe trying to be really creative, and I was like, what you're saying doesn't exist! But I actually just tried to be friendly and open and explain: this is a pixel and this is the lighting, so it's different. Maybe what you want to say is this. Sometimes if clients are really in a rush you have to help them get their idea out of their mind for them."
Ana's approach balances guidance with openness. "I try to make it clear that because I'm a designer, and you've hired me, I'm going to guide you. In the end, you're going to decide, but I will always say my opinion: this looks better than this. I try to be guiding and clear, but open at the same time."
