We help our clients plan thorough customer journey(s) from beginning to end. Our work covers three areas. First, what drives people to the website (like content, campaign, brand messaging). Second, the onsite journey by finding ways to make messaging more relevant, pushing tech for more dynamic tools, delivering messaging that prompts, reassures, supports and guides towards the outcome we want – ensuring all parties are satisfied by the experience. Third, take control of the long tail (remarketing creative and customer engagement and retention plans and creative).
The customer’s touch points with the brand. It’s important to understand the context of an application you build, and how online inter-relates with real world experiences. It’s about brand and consistency and also about flex. If you want your website’s customer journey to work, you need to know where the customer/user’s actual journey might have started and where it might go so that what we do online supports the customers total brand experience and can influence desired outcomes more effectively.
Wireframing isn’t just a technical or pre-production exercise, it’s a vital part of the creative process and informs revisions and development of the design, copy and content. It stress tests messaging and customer journey (UX) and layout (UI). We use online tools for comment and to share progress.
We are experienced as the creative lead on the UX team ensuring we get visitors as smoothly as possible to where you want them to be. It’s about making the customer journeys work, which is all about persuasion, reassurance and hand holding as much as it is about satisfying interactions. Great UX is about brand, messaging and tech. And it’s telling the DEV guys what to track and what you need to say and do to make the experience fulfilling to both visitor and brand.
We’ve designed a number of major websites. UI brings the logic of the UX to life and delivers the frame work for your content to sit in. But good web design works hard – you’ve got to know audience, be experienced in story telling, know what the content is going to be and what creative messaging you’ll need to have. It’s a job for a creative director who thinks audience messaging, segmentation and content and can make sure that the whole thing hangs together, communicates well, works hard and achieves what the business needs it to achieve.
We don’t do the HTML, we get partners in the Daisy Chain to do that for us. What we do is the design, the PSDs and wireframes and we oversee the HTML build. Good web design is design that works hard, communicates the brand’s values and tells the story in an appealing way. Design is a hard-nosed marketing tool that doesn’t look like its driven by hard-nosed marketing objectives.
Great content comes from being close to a business, the stories, the people behind them and knowing the audience. We think that great content is authentic content so we work to help your people deliver it, and to grow in confidence delivering it. We’ll create the granular content strategies and key assets and content that will set the tone, but we believe we then should step back, mentor your people, support them and let them get on with more of it themselves.
It’s about keeping it short. And sweet. Even when you have a lot to say. People don’t like to read on screen, in fact, mostly they don’t want to read your story at all. If you’re lucky they’ll absorb a few key beats, enough to want to read a little more. We can help set copy tone, identify key messages, key words and deliver copy that supports your SEO.
You’ll do an SEO Audit, a Tech Audit, Social Media and Competitor Audit. But what brings these all together, identifies holes and creates tangible, actionable recommendations is the Creative Audit. We’ll look at messaging, style, content strategy and brand fit. We’ll identify inconsistencies and where things need to be improved, kept, added or completely re-thought. We’ve done this for a number of clients because it makes the creative and planning stage so much easier, ask us about our experience.
We don’t do this ourselves, but our network partners or your DEV. guys do. What we do is lead it. We specify what the backend needs to do so that the website delivers for the business and to the creative vision. We’ll spec what Admin looks like, it’s use-ability and ensure it works logically for non-techie administrators. We have three DEV. teams we partner with based on budget and requirements and clients end up with direct relationships with them. These are a PHP team (most common open source language), a wordpress theme (most cost effective for smaller projects, MVP, proof of concept or prototyping by adapting existing templates or building in wordpress) and a .NET team. When we build Apps we go to specialist App developers, when we build AR applications we use a market leading AR provider we’ve worked with in the past. We believe in working only with real experts and handing that relationship directly to clients.