A Behind-The-Scenes Look At My Client Experience
If you are a serviced based business then you know the power behind a good client experience.
At the end of the day my clients invest in yes their branding elements and a killer website but they are also expecting a great experience.
I can deliver a good end result but if the process wasn’t straightforward, clear, enjoyable, and organized then my client will probably be left wanting more.
Some important things to consider in your own serviced based business are that:
Clients want to know you’re invested in their project and become part of their team during the time you are working together
Customer service + the client experience are almost as important as the end result
Your client experience is a reflection of you and your brand
Knowing your process like the back of your hand will help you guide your clients through it
Wait, are you new here? I wrote these blog posts to help you out in your biz:
I take my own client experience very seriously so I’m excited to share what you can expect when working with me on any website design or branding + website design project.
Website Design = 3 week’s
Branding + Website Design = 4 week’s
The turnaround time for both packages differ because branding adds an extra layer of deliverables so more time is needed to complete it.
Whenever a client signs up for any of my packages I make sure to let them know that:
It is important that you are available and respond in a timely manner throughout the process. The project will officially begin after you have completed the client questionnaire and we have our initial consult call.
This leads me to the process of it all.
I like to break down my process into phases so I’ll just go ahead and share with you the process for my Branding + Web Design package. The process for my Website Design package is the same but without the branding visuals part. This is assuming I already had a discovery call with you and you’ve put in your 50% non refundable deposit in order to secure your spot.
Let’s dive into it:
Phase #1 | Questionnaire & Site Strategy
Kick off call
To kick off this project, you will complete a questionnaire + Pinterest inspiration board that will help me step into your shoes and learn everything; from your ideal client, your goals, to the brands/websites that inspire you. During week one day one we will hop on a call and thoroughly review your completed questionnaire.
Copy doesn’t have to be intimidating! In fact, in the questionnaire you will find will a website copy guide that will guide you in creating your copy so by now you will already have most of it completed. I say most because during the kick off call we will be reviewing your site layout and seeing what type of content is missing.
This leads me to the next step but before that you will be submitting any images that you want on your site (please only submit licensed images that you’ve purchased or downloaded for free). Please make sure you coordinate your brand photoshoot with a local photographer and have the images ready by the end of week two.
Site Map Review
Sitemaps also called Roadmaps are exactly that, a map of your website. They are useful because they help us create a navigation system for your website. This will also help us determine the general layout for each page and what elements will be going in each page ex: testimonials, newsletter block, sidebar, etc..
A Mood board is super important because it helps us agree on a visual representation of the style and feel of the brand. We will be reviewing two mood boards and color palette options that I drafted using your Pinterest inspiration board homework.
Phase #2 | Brand Development
Together we will be crafting a tagline that is catchy and captures the overall reasons why someone should work with you.
The centerpiece for your branding board and brand identity is your logo so it only makes sense to start here. I will be sketching out different versions of what will become your custom logo and provide you with three designs to choose from (2 rounds of revisions on your chosen concept).
Branding Style Guide
Once we have your final logo I will then be putting together your branding style guide which consists of your alternative logo, favicon, fonts, and color palette.
Phase #3 | Website Design
Homepage Wireframe & Design
I will be sending you over a wireframe of your homepage and once you approve that then I will send you a fully functioning design mockup of your homepage. During this time we’ll also finalize all the images that will be going on your website.
Site Creation Phase
While you are busy focusing on the parts of your business you enjoy, I will be over on Squarespace designing your new on brand website!
Phase #4 | Edits and Launch!
Site Review & Edits
During this last week you will be reviewing the whole fully functioning website and providing me with any edits that you’d like to see. You get as many edits as you’d like during this review period.
1:1 Live Website Walkthrough
On the friday of week four we will be hopping on a 1:1 live call where I will be walking you through the back end of your site and showing you have everything works! I will also be recording my screen and sending you a copy of the video tutorial once we hop off the call.
The day is upon us! Yes, launch day! It’s time to celebrate all the hard work you’ve put into your business and celebrate! Congrats!
I use Asana to organize all my client projects into the different phases and it’s just a really great project management tool to keep both clients and myself accountable.
Google drive is the second and last tool I use for client management. I use it to share the client questionnaire as well as upload all final files + clients can easily upload any images and files they need to share with me.
What’s life without a few FAQ’s? I answer all my FAQ’s here.
Hey , I'm Jessica!
I am the designer and owner behind JNL Media Co.! I help creative entrepreneurs & small biz owners create a beautiful Squarespace site that converts. After almost two years in corporate I left so that I could pursue my love for design + marketing and help other #girlbosses do the same through their business.
Obsessions: Traveling✈️ , Fitness💪🏼, and Writing ✍🏼