As students in my Online Design class embarked on their final project, I lectured on the overall site planning process and working with a client. Monday by noon posted their site planning process focusing on what questions to ask your client.
The more web sites I freelance, the more I realize how important client communications is. I have a lot of experience working with internal clients at the newspaper or my university and I communicating with them seemed easier than my freelance clients because we already had common ground from working at the same organization. As I reviewed the times I communicate with clients with my students, I realized I have five different checkpoints where I make sure the client and I are on the same path.
- Proposal & Estimate: Review the site outline and special features, talk about the advantages of the way I design (CSS, future proofing), sale them so they don’t get sticker shock.
- Wireframe focusing on general layout and navigation labels.
- Image comp created in Photoshop or Fireworks.
- Template/homepage laid out in HTML/CSS
- Final review
The more freelance sites that I’ve designed, the more steps I’ve added to the process. I think one of the most important aspects of communicating with a client is to make sure the final decision maker is reviewing your work along these steps. On one site that I designed, I got all the way to the final step and the client told me her boss didn’t like the colors and wanted me to add a shadow effect to the header and the footer. If the decision maker had actually been reviewing the work, this should have been picked up on step three rather than at the end of the design. The second bit of wisdom that I gained from that incident is to not quote flat rate designs, but rather quote hour estimates and hourly rates and when they pull a stunt on you, bill them for the extra hours.