Note: This process may vary depending on what we are doing together. If you are after a website design, landing page design or product design, the following may not apply.

Over the years I have refined the structure of my work engagements and got it down to a simple process:

Step 1: Initial Call

After you schedule our initial call, we chat for 15-20 mins. max just to get to know you a little and to understand your problems / needs. This is a casual call, you do not need to prepare anything.

This call is free and we just chat to see if we'd be a good fit working together. I tell you about my process (this very process here) and you tell me about yourself / your business. Zero sales pressure, that's just not my cup of tea.

Step 2: Discovery (Paid Engagement)

This is where most of the magic happens. During this phase, I prepare a detailed questionnaire to understand as much as I can about your business and the problems you face. I may ask some of the questions here, but it is impossible for me to know exactly all the questions I might ask (this is something I also have to uncover during the discovery process, just to ask you the right questions).

Some of the questions may include:

  1. What are your brand’s values?
  2. How do people find you initially?
  3. What do customers love about {your brand}?
  4. What makes your product/solution unique?
  5. What do your customers care most about in the context of your product?
  6. What do you want your customers to know about your product/solution?
  7. Describe your typical customer if you know them:
  8. Describe who you think is your ideal customer:
  9. Do people talk about your brand elsewhere online (not in your product reviews), and what do they typically say? (ok if not sure)
  10. Can you share access to your analytics data?
  11. Can you share access to your session recordings / heatmaps etc...? 
  12. What if anything have you tried to increase your conversions / retention?
  13. In your opinion, what keeps people from sticking around? It’s okay if you don’t know, but a best guess is preferable.
  14. If prospects or customers ask you questions, what are the top 3 questions they ask?
  15. What is the most used feature by your customers?
  16. In your opinion, what distinguishes your product from your competitors?
  17. If you know it, where does the “aha!” moment enter the picture for your new customers? Ie. at what point do they start seeing value in your product?

As you can see, this is a detailed questionnaire, but still only a sample of the things I may ask. The idea is for me to understand your business inside out and come in with an outside perspective of your current situation.

Having done countless audits and worked with hundreds of clients, I have come to a conclusion that without a proper discovery process, it is impossible to have a clear roadmap without just guessing. I also believe anyone who offers to A/B test without a proper understanding of your entire situation is blissfully unaware, or perfectly aware of how much time and money will waste on your behalf. In any case, it's not a good thing.

Step 3: Findings

After the thorough discovery period, I present to you all of my findings and hypotheses. I go into detail to explain what I think the major challenges are, as well as the opportunities. I outline actionable ideas that you can test right away for maximum impact.

This is not a huge document. It is kept concise on purpose so you are not overwhelmed with the findings and all of the possible issues. I've done this long enough to know that this is the best way to handle findings handoff.

The findings act as a blueprint. Once in your possession, anyone can start implementing the ideas. It does not need to be me. However, I do offer the option of continuing to work with you. For a rate, I can perform the work recommended in the findings.

For example, I can:

  1. Wireframe your changes
  2. Design full pages
  3. Wireframe or design the onboarding flow
  4. Set up an A/B test with your preferred tools (Unbounce, Optimizely, Google Optimize).
  5. Observe the performance of the tests and report on the outcomes.

Let's work together

If you value processes and thoroughness and don't feel like wasting 4 months and tens of thousands of dollars on inexperienced freelancers (true story from a prospect I spoke with), then contact me.