Crafting the client experience

Are you ensuring your clients have an enjoyable, engaging and satisfying experience when they work with you?


I finally got around to reading an old A List Apart article on Style Tiles. Although I am not entirely convinced about the value of Style Tiles as a replacement for moodboards and design comps, the article did contain one paragraph that really resinated with me. The author wrote:

As web designers we craft experiences for users, but we often overlook the need to design the experience that clients have during the web design process.

I could not agree with this statement more. We have spent many hours thinking about how to make the clients experience of working with us more enjoyable, engaging and satisfying. As I say in client centric web design:

We are a service business and so need to offer outstanding customer service.

We once pitched for a piece of work where the senior manager in the room asked “how are you going to make this project enjoyable for my staff?” It was a great question and fortunately we had an answer and won the work.

Could you have answered that question? If not, then it is probably time to start thinking about it.