Process

We're glad to see you are interested in process - so are we. It's our processes that give us consistent results.

While we adapt for every project, broadly speaking we have two processes - a "light" process for smaller projects, and a "heavy" process to maximise your results.

At the core of both processes is one core question: what does the customer want?

We believe that all decisions are made emotionally and then justified rationally. Only by uncovering the user's wants can we move forward into massive improvements.

No matter how big or how small the job, we always, at the least, have a list of questions that the customer would be asking. In the heavy process, that's based on research with real users. That step produces a set of personas which represent typical customers - the average customer doesn't exist. In the light process, it could be as simple as a short brainstorming session.

From there, it gets simpler. We know what the customer wants. Now, we give it to them. Sometimes that means we need to unpack some expectations, re-think existing business practices, or rewrite much of the copy on your site.

At the end of the day, we believe success comes from giving the customer what he or she really wants.

Not wanting to blow our own trumpt too much, but it is hard for a company to do this themselves. It's like trying to read the label of the bottle from the inside - you can't do it. You need someone from outside, with fresh eyes, to help show you where you are most out of alignment with your customers.