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.

Related Post

How to create fast, impressive proposals that sell Writing proposals are a necessary evil of selling digital services. But even when we win projects, our proposals often fail us. Fortunately there is a better way.
The uncanny valley of prototyping Clients and colleagues can misunderstand the nature of a prototype. It falls to us to explain its role.
Stop hoping for the best. Preempt potential problems. Let's be honest, we often know the objections we will hear from stakeholders before they say them. Yet instead of getting ahead of the issues we hope they don't raise them. That is a recipe for disaster.

Boagworks

Boagworld