kiss & keep your clients happy

KISS & keep your clients happy

a quick guide to a good online presence

a quick word about me

✪ webdesigner happily freelancing since 2000

✪ member of the WSG (web standards group)

✪ course leader & tutor: ‘design for the web - webstandards‘ adult course at Tower Hamlets College (Poplar)

now to you ~ curious...

who is online?static website?managed website?

illustration: Alessandro Gottardo // alessandrogottardo.com

everyone using social media?any favourites?

Having fun? Seeing results?

Why should your business be online?changing times...

http://www.howtobearetronaut.com/2010/01/1940s-london-in-stunning-hig-resolution-colour/

the good old days...

☞ physical location

☞ letters & phone

☞ print-based promotion

☞ customer service

Why should your business be online?changing times...

© Bobby Pfeiffer, 3/2010 - via Flickr

now and onwards...

✪ location & website✪ letters / phone / email

✪ digital promotion +

✪ customer service

Why should your business be online?changing times...

What makes a good website?

✪ good content: informative ~ up to date & updated regularly

✪ ease of use: intuitive navigation ~ easy access to content

✪ inclusive design: accessible on range of device, to all users

✪ visual appeal: memorable presentation of brand

moo.com

started small with unique product

strong branding - cute & personal

professional service & communication

high quality product

promotion via online communities

UK based, online printing business

now, international success

moo.com

“ Print is simple and wonderful. We love it.

We're a new kind of online printing businessMOO was born out of a love of beautiful, high-quality print.

[...]

We're only young, but when we grow up we want to be the best printer on the internet.

clear, simple and minimal branding

effective interface with all controls in designated screen area

clear and effective prompting(call to action)

featured products

moo.com

email from: Little MOO | Print Robot

Hello Prisca.We've met before, I'm Little MOO, the piece of software that manages your order with moo.com. I hope you've now received - and are happy with your most recent purchase with us. If it hasn't arrived yet please don't worry, you can check-up on your order here: http://www.moo.com/account [...]Thank you for your help, Little MOO

✪ using simple & personal tone, consistent with website copy

✪ fast and clear feedback on order, inc. direct links to relevant pages

✪ personification of automated reply / confirmation

it’s not what you think :)

KISSKISS

KISSKISS

✗✗

KISSKeep it simple, stupid.

design principle

Keep it short & simple.

Keep it simple & straightforward.

KISS

KISSKISS

RSS

photoimage

logo

link

audio

video

email

IM

SMSnews

KISS

✪ write for the web

✪ write often & regularly

✪ write for your audience

✪ start with a strong opening - be direct & straight to the point

✪ short sentences & well structured text

Language

✪ write transcripts for audio & video content

illustration: One Little Bird // onelittlebird.redbubble.com

KISS

✪ embrace all individuals & their differences

✪ use images to support content

✪ keep it short, sweet & personal

✪ make it easy for people to contact you

✪ be prompt and polite in all your communication

Engage all visitors

✪ offer alternative content as needed

KISS

✪ present up to date content using social media portals

Dynamic Content

✪ use commenting to engage with your clients

✪ offer customer support via various channels

✪ make use of multiple media types to promote your message

✪ offer related & relevant content

KISSKeep it simple, stupid.

design principle

Keep it short & simple.

Keep it simple & straightforward.

KISS

#1 - free option / open source

Getting online. What are your options?

#2 - managed option / commercial

#3 - custom option / bespoke solution

What are your options? #1 free option / open source

✔ free to set up and use

✔ no domain name/hosting costs

✔ quick & easy

✗ limited/restricted upload

✗ limited styling

✗ advertising shown

➜ sites.google.com

➜ blogger.com

➜ wordpress.com

What are your options? #2 managed option / commercial

✔ custom functions available

✔ more control over design

✔ technical support included

✗ control limited by package

✗ reliant on available templates

✗ certain restrictions remain

➜ squarespace.com

➜ typepad.com

➜ wordpress.com

What are your options? #3 custom / bespoke solution

✔ complete control over design

✔ expert guidance

✔ tailored solution

✗ higher initial cost

✗ longer timescale

✗ finding the right designer

Briefing your webdesigner...

most understandable yet dreaded question you can ask:

How much for a website?

most honest and correct yet dreaded answer you will get: It depends...

???

?!?

What exactly are you looking for?

a modest hut? a majestic castle?

photo from morguefile.com / bob@infinitydoctors.com photo from morguefile.com / Kevin Connors

comic by Jerry King, via webdesignerdepot.com

Questions you will be asked:

about you and your business:how long? how big? how successful?

?

about your clients:who? characteristics/personas?

?

about your budget:how much? planned cost?

? £££about your website:existing site? if yes - what works? what doesn’t?

?if no - main aim? who is the competition?

don’t be offended or shy ~ be open and direct ;)

✪ only after the initial meeting ~ ask for a briefing document: outlining the project details, including pricing break down.

✪ answering these questions will make the project work a lot more efficient and produce the best end result.

✪ ask away! ask about anything you are not clear about - there are no stupid or silly questions :)

© Kirk Pearson, via Flickr

Design talk & why team work rocks.

✪ you & your designer/s are most creative and productive as team.

✪ communication is key.

✪ give feedback promptly and clearly.

✪ constructive criticism is welcome ~ silence or dismissive comments are not.

✪ be clear in your direction and consider each other’s input.

✪ trust in each other’s expertise is the best catapult for productive project progress.

illustration: Borja Bonaque // borjabonaque.com

Any questions?

Thank you for listening :)

Prisca Schmarsowprisca@eyedea.eu

graphiceyedea.co.uk@prisca_eyedea