Unleashing the Power of Client Experience in Web Design

OK- so we think we can all agree… Web design is competitive!

There are so many fantastic web designers out there turning over some incredible work. So how can your agency compete? You’ve got great ideas, excellent designers, and the desire to succeed. What else is needed to take you to the next level?

An INCREDIBLE client experience.

Hey, they are the driving force behind your business, so you better ensure they get the best treatment possible! And we’re here to help make that happen. Check out these five tips and take your client experience from OK to extraordinary.

ACTIVE LISTENING AND UNDERSTANDING CLIENT GOALS

The discovery process is the foundation of every project! This is the moment when you get to know your client. Understand their vibe, vision, and business objectives. Actively listen and truly comprehend their goals. From there, you can craft web designs that align with their brand identity and effectively communicate their message to their audience.

FIERCE TIP: Standardize this process by creating client questionnaires that you can email to your client prior to the initial discovery call/meeting. This will not only be a great introduction to the project, but it also is a wonderful way to have documented details. This is why we love Dubsado. You can easily create standard questionnaires that make your job easier and creates a clean, organized onboarding process for your client. Win-win!

CLEAR COMMUNICATION + TIMELY UPDATES

Communication is KEY! Cliché, we know, but for a reason: it’s true! And it most definitely holds true in the business world. Clear and effective communication is crucial throughout the web design process. In web design, the best place to lay out the project schedule is in the contract. Break your projects into days/weeks depending on size. Week 1: Discovery/Data Collection. Week 2: Intensive Design Week, et cetera… Have a clear start date and estimated finish date. And be sure to inform your client on any changes/delays to the schedule.

Another note to touch on is establish clear guidelines on preferred methods of communication! If you prefer your client to only contact you via email, let them know. Also let them know when they can expect a response. Perhaps during their intensive design week they can expect an immediate response, while during the rest of their project you may only get back to then within 24 hours… Whatever it is, be sure to inform your client! Clear communication will build trust and ensures that clients feel valued and engaged throughout the project.

COLLABORATIVE DESIGN PROCESS

Work WITH your client, not just for them. Be sure that you are involving your clients in all of the design journey. Adopt a collaborative approach! Involve them in the design process, seeking their input and feedback at key stages. Sometimes this can be tough as a designer, especially when you are in a creative flow. But, by regularly sharing design concepts, wireframes, and prototypes to gather their insight helps ensure that you’ll deliver a final product that your client will love! Encourage open and transparent communication, fostering a sense of partnership and trust. By involving clients in the design process, you create a personalized experience that reflects their unique brand identity.

USER-CENTRIC DESIGN + SEAMLESS FUNCTIONALITY

Be sure to schedule time into your project for testing alongside your client! A great website is not only visually appealing but also user-friendly and highly functional. Once the design part is finished, take time to go through every inch of the website with your client.. That will help them A. understand the functionality and B. resolve any issue that either of you may find.

Prioritize user-centric design, focusing on intuitive navigation, clear calls-to-action, and engaging user experiences. This is a crucial step in the client experience and is essential prior to launch! Imagine you turn over an incredible design that your client loves, but upon launching, the website is full of glitches and flaws… Not good! By delivering a website that delights users visually AND meets their needs, you elevate the client experience and drive business growth both for you AND your client!

ONGOING SUPPORT + POST-LAUNCH SERVICES

OK, you wrap up a project, the client loves it, end of story right?! WRONG. The client experience extends far beyond the website launch. Remember, you’re trying to create a long-term business relationship, so be sure to keep your business on your client’s mind. Offer ongoing support and post-launch services. Provide training and documentation on managing and updating the website's content (we love Loom videos for this!).

Offer maintenance packages to address any technical issues or updates. Regularly check in with clients to gather feedback, offer suggestions for improvement, and explore opportunities for further collaboration. Post-launch services will show your client that you are invested in their success and willing to continue the working relationship!

Elevating the client experience as a web design agency is a game changer.

Put these simple suggestions into action and watch your business pivot into a major success!