Web Design Processess

[SamW from BPS]

I think it's time for me to start laying down some processes, before I get any more clients. Hopefully you guys can give me some tips, as I don't really know what to do. The general sort of idea I've got in my head is below, is this the right way to go about this?

Client Process:
-They fill in a form on our website with some basic questions (Name, email address, organisation name, why they want a website)
-We ask them any questions where we need clarification. Put this all into a spreadsheet.
-Email them a more complex Word Document for them to fill in (Purpose of website, target, colours they like, resources we might need etc.)
-Add answers to spreadsheet.
-Send a wireframe/colour sketch of what we anticipate their site will look like
-Approve or deny, continue until happy.
-Work out the amount of money this will cost. Have the client pay 25% upfront.
-Start work on the design first (no PHP, images [except logo] etc.)
-Send them the design.
-Approve or Deny, continue until happy.
-Add any stock images, or get a developer to work on the backend php.
-Add the CMS we will be using into it.
-Upload it all and client approves or denies it.
-If happy, they pay the extra 75% (and any more, if they like :D)
-Some form of analysis (NEED HELP HERE)

Then I think we need processes for what type of logo to use in different situation (thumbnail, full logo etc.), what fonts to use, what to do if you register as the company on a website (where to document this) etc.

Hopefully you guys can help me.

[FionaFell]

The first thing I noticed was how much work that you do, and share with the customer, before they are even asked to front up with some $ for your professional input.

Perhaps a % deposit will seperate those who are 100% committed and those who are just 'interested'.

I would suggest also reviewing this process document over time once you have worked the process through a few times, to let you work out any kinks you find allong the way.

[SamW from BPS]

As I mentioned, these are just ideas, however I understand your idea. Would you recommend something like 5% at the start, or closer to 30 or 40 percent?

[soliddata]

Or there is the other thing to look at, which is "what are you giving away for free to get them on board"?

So how about this:
- how much time goes into the wireframe (and can it be automated even more)?
- could you give a wireframe away for free (obviously you build it into the final total cost)?
- would the wireframe wow somebody enough to get a 90% conversion to the next stage?

Its a key part of the risk minimisation.

Kevin

[KarenC]

Dear Sam - I am a print designer, but I share your concerns. And also what Fiona observed 'The first thing I noticed was how much work that you do, and share with the customer, before they are even asked to front up with some $ for your professional input.' I also do too much background work before the client even makes a decision, and I have to re-evaluate those processes because it's not working for me.

I am currently in a big state of change - I realise this very much - and feel a breakthrough is imminent. Quoting takes up so much time in a creative soloist's life and it's very hard when every job and every client is different. But I'm working on it.

My ever loving husband says that I don't ask enough questions (he thinks I'm sometimes 'shy' - gee, my old school teachers would never have said that so long ago) - so I think we should both resort to good questionnaires before quoting or giving away details. My suggestion is to streamline your questions - make them adaptable to most jobs - and also ask for ballpark budget figures. That will certainly weed out some enquiries immediately.

And definitely don't work on a logo or web design without payment. Unfortunately there are many who do not think creative knowledge is of any value.

I personally made a 'big blue' this week that has cost me, and I am not going to do it again. I have learned.

By the way, any bonus or free stuff should be added value afterwards, not prior. If I give it away prior then the client uses it without paying me and I am still of no value. The problem is that selling creative or web services is not the same as selling a commodity.

Tomorrow (2nd) is my birthday and the real beginning of a more assured, healthier and happier me after a hellish couple of years suffering a former illness and many associated setbacks. So best of luck - believe in yourself and ask those questions.

Other colleagues I know do the 50% deposit rule and 50% prior to uploading final site or print files.

Best regards.

[SamW from BPS]

Thanks for the input, I'll let you know of the outcomes. Happy birthday Karen.

[Adam Randall]

Yep I agree with Karen and others, its all about risk management. You need to lower your risk of doing a heap of work for no return.

I made that exact mistake recently giving away so many hours of work to bring a client on.

I think that writing out the process as you have demonstrates that you are going about things the exact right way though.

I recommend a product called Live Cycle which is included with Adobe Pro. Its good for getting forms filled out.

I would put the following "-Work out the amount of money this will cost. Have the client pay 25% upfront." at number 3 and possibly make it 50%

[FionaFell]

Re: Upfront deposits.

I would ask for as much as possible. At least 50%, but ask for as much as your client base is willing to provide.

I have asked for and received 100% from some clients in the past, this really cemented to me their committment to moving the project forward, and they are then invested in getting the job done (which helps in collecting content - words and images etc - that I have often found in the past to be the cause of some projects dragging on and on.)

[craiglongmuir.com]

usually 50% upfront and 50% upon completion of project (but prior to releasing any files/making the website live) - can be much more flexible with existing clients but would stick to the 50/50 for all new ones.

[Harmony Steel]

Hi Sam, I have my web design process online for my clients, you can see it at http://www.harmonysteel.com/process.html if it's helpful to you.

I find it's helpful for both my clients and myself to provide a rough estimate as early in the process as possible - that way the client can decide if we're in the same ballpark and proceed from there.

After that I do a proper requirements-gathering exercise with my potential client and then provide them with a fixed-price quote. If they're happy with the quote I require them to pay a 30% deposit before I begin work, and I bill 30% again on approval of design concepts, and the remainder before go-live.

Basically that 30% deposit books out time in my schedule for that client.

I wouldn't recommend uploading a site before you have received full payment from your client. I say this because while my own clients are wonderful there was a time, back when I was starting out, when I took on some untrustworthy clients and they basically downloaded the completed site and never paid me. This was my own fault for not setting clear guidelines, but it's an easy mistake to make when you're starting out - so word from the wise, make sure your fee structure protects you for the work you have done to date and be sure to be paid up in full before you put a site live or deliver final files to your clients.

Also please avoid asking your clients about colors or other design preferences. You're the design professional and they are paying you for your expertise - it's your job to determine things like the best colors to evoke desired responses in the site users because as a designer that's what you know best.

At the end of the day - act with integrity in all things, know your craft inside out, treat your clients with respect and ensure they do the same for you, and you can't go wrong.

I hope that helps. All the best!

Harmony

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Harmony Steel
Web Designer and Developer
Creating beautiful, user-focused websites that get results

www.harmonysteel.com
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