Guide to Client Experience Design – Part 1

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Guide to Client Experience Design – Part 1


Clients is the most important factor of any business. Talking of design agencies, clients are inevitably crucial, after all the entire business depends on revenue that clients bring to it. Clients can be different. Some are generous, some are impatient but each one of them brings a new challenge to the project table and expects the superior customer service both in terms of communication and project delivery from the web design agency.

When discussing potential clients, the first thing that we need to make clear in our minds is that any have almost never solicited any professional design service for their corporate design projects. Some also had poor experiences that you are supposed to make up to, now. It can also be a steep jump for many anxious clients into a deep unknown. But how can all this matters to the design agency, after all it’s the client’s money at stake.

It’s also our reputation that is at stake here. The company is not there to do on project and sleep with blankets on. Every design agency is here to do business and keep ding, ad this is exactly why clients should be well taken care of.

What is client experience?

Essentially speaking, client experience is the sum of all the experiences that are there between a client and a service provider. Whereas customer experience focuses on the relationship between a client and their customers through one or more services or products, client experience focuses solely on the working relationship between a client and the service provider — in our case, the designer — a relationship whose purpose is to achieve measurable business and commercial goals.

Providing a leasing client experience does not means saying yes to each of their wish. It basically is carefully explaining and providing the clients what they need, in accordance to the company policies and project’s scope.

The project team, despite of its size will experience few things from the client side, differing and probable conflicting opinions move to the first lane. These opinions are based on personal and/or professional experiences. None the less, your duty is to take everyone’s needs into account and balance them to get a better, clearer picture of the final product.

Let’s begin by seeing what we can do to improve the customer experience for our clients. We’ll cover five categories of guidelines:

  • Demonstrate value.
  • Develop shared understanding.
  • Set expectations.
  • Facilitate collaboration.

Demonstrate value

 Client experience starts taking shape way before the actual interaction between the client and the website design agency in Dubai takes place. Word of mouth is the first form of marketing that helps in creating delight for clients at the very first stage. Clients love to hear about credible service providers, because it frees them from having to spend countless hours writing RFPs (which forces the client to define the problem and solution even before the project has started), as well as eases the anxiety of purchasing services from someone completely unknown.

Develop shared understanding

Invest time in learning about all the key stakeholders in a project and in understanding their requirements. Make sure everyone remains on the same wave length and head in the same direction.

Do your homework and conduct an audit prior to kicking off the project. You could audit the following:

  • information architecture,
  • content,
  • interface patterns,
  • user actions,
  • anything else that would help you better understand the project.

The best way to grasp what’s happening with a client’s website is to put each piece of relevant information in a spreadsheet and then to sort and classify the information in different ways.

In order to be sure that the product is being developed in the way that your client desired, make sure to run the testing phase really well. A/B testing is one of the usability testing technique that determines the best possible scenarios for any project execution.

And in the end do not forget to ask questions to be clear on the project’s objectives. At times projects have more than one stakeholder and you need to be sure that every stakeholder is on the same path. Lesser ambiguities and more clarity will help you achieve the optimum results in minimum time.

This brings us to the end of the guide to client experience design – part 1. More techniques coming up in part 2, so stay tuned with our blog ad keep visiting Dubai Monsters to know about the latest in global web technologies.'
Talha Manzoor
Talha Manzoor holds vital experience in launching online brands and maintaining their profound presence both through positive publicity and paid advertising. Currently he is associated with Dubai Monsters - a renowned web design agency in Dubai. He loves to write about latest in technology and occasionally writes about nature. He has a fun and frolic personality and does animal welfare as voluntary work. He tweets at @Talhamanzoor24.

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