We're pleased to announce that Sean Collins joins the team at Station Four today. Sean is a talented front-end developer and designer with over five-years of professional experience. Sean extends the skillset at Station Four by bringing video production and animating talent to the team, while solidifying our dedication to clean, standard-based coding practices.
Sean is active in the community. His artwork has been shown in many galleries around Jacksonville and St. Petersburg and is the founder of the local Jacksonville chapter of the Beard Team USA, the Jacksonville Beardsmith Society.
By Chris Lahey
Friday, June 05, 2009
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Client Relationships
Every time that you win a bid with a client, you are not just getting money from them. You are creating a relationship that is not unlike a relationship that you would develop with a friend or a loved one. There are unspoken and spoken rules of conduct and there are also obligations that must be met in order for the relationship, and ultimately the project to be a success.
Starting Off On The Right Foot
I've been in the web design and development business for almost 10 years, long enough to see many of these such relationships come and go. Some are one time things, and some are lasting partnerships. With all of the different types of projects and relationships, there is one thing that remains the same. And that is the position with which you start the relationship. In order for any project to be a success, the relationship has to be initiated from a position of strength. And more importantly, it must be beneficial for both parties. The money might only flow one way, but there is an equal and opposite energetic response to that check.
I've seen companies in the past that would do anything for a check. They would lie, mislead, and sell you up the river and back again. I've also seen companies underbid the first project and then attempt to get the money back in future projects. There is no room for prospecting in client-based work. I've seen companies set up with an amazingly large gulf in between the sales and development departments. Sales always over promises which in turns causes the development team to under deliver. This cycle always exists to the detriment of the project and the client relationship.
Know Yourself
Bidding is never fun. You do your best to come up with the most appropriate solution for the client and hope that you hit the mark; one that is going to achieve their goals and will also be beneficial for you as a design/development company. Every now and then, a project comes across your desk that appears to be the makings of a great relationship. However, there are a few things that you must be cautious of that can sour an otherwise great relationship.
In order to function with clients you need to have a solid understanding of who you are and who you are not. This applies to you as an individual and also to you as a company. In the courting phase, pre contract signing, you need to be able to put your best face forward. And you'll also need to stand your ground when you're boundaries are pushed. If you don't have a solid understanding of yourself, your business, and your product the client will pick up on this and the relationship may never have the chance to come to fruition.
Cheap, Fast, & Good - Juggling Expectations
Every relationship starts off with predefined expectations. Managing them is paramount to navigating a successful project. Does the client have unrealistic expectations? Are they asking for too much work for the budget? Do they have extremely tight deadlines? The old saying applies now just as it did then: "There are three things a project can be: cheap, fast, and good. But you can only have two."
You can have it cheap and fast, but it won't be good. And you can have it fast and good, but it sure isn't going to be cheap.
These Boots Were Made For Walkin'
If a client is demanding that they get all three. Walk away. No project or relationship that is founded on those expectations is worth it and it will never result in a quality product. Furthermore, you will be setting a precedent that will never be able to be broken with that particular client. And when the next project for that client comes along, you will be stuck in the same unprofitable mode that you were in with the first project. Knowing when to let a project pass you by can is a tough lesson to learn. However, it will define you as an individual and it will define you as a competent and ethical business.
To sum it all up, working with clients is like dating. Be open, be honest, and be true to yourself. It could lead to something amazing.
By Chris Olberding
Wednesday, December 05, 2007
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As is often the case, the task of creating or redesigning a website is broken into logical tasks and distributed among a team comprised of people coming from very different backgrounds and possessing very different skillsets. In this article we examine some of the issues and considerations that can help and hinder collaboration between the designer and the developer.
In this article we are examining what designers can do to make life easier for both themselves and the people they hand their mockups over to?
The Web Designer to CSS Coder Handoff
Communication
As will be apparent throughout this article, communication is at the root of most problems and also of most solutions.
Grid / Alignment
I recommend designers work with grids and designing layouts to pixel perfection and making sure that column widths are consistent and thought out before pushed into production; it is unrealistic for the coded to go back and recalculate widths and heights and make the needed alterations to the design after the fact. There are methods for addressing browser incompatibilities and competent coders should be able to ensure your design displays consistently between browsers. There are a lot of good resources for using the grid in web design.
Organization
Make sure to organize your Photoshop layers. It’s best to do as you go but not everyone can get into this habit (author included). The bottom line is if anyone might need to open your .psd for any reason in the present or future the saved file should be organized. This practice is crucial if you’re handing off your .psd to someone else to slice but is a good practice for maintaining source files you can include on source disks for the client at the project’s competition.
Fonts
Make sure to communicate on the appropriate use of non-standard fonts. Depending on your emphasis on accessibility, search engine optimization, and familiarity with image replacement techniques you will have different approaches to when it’s acceptable to use a non-standard font. Regardless, your organizations philosophy on the subject should be in the open.
Gradients
Some types of gradients designers seems to use can be problematic and result in the need for overly complicated solutions in the code. One example is when you have a graduate going say left to right overlaying or masking another graduate going up and down. Though you can use png transparency or in some circumstances large images to accomplish the effect, the effort is usually not worth it and often results in extra, non-semantic code.
Expertise and Project Cost
Just because it’s possible to pretty much accomplish anything you can think of using CSS doesn’t mean that you or your coder can. Understand the level of expertise of your coder and also understand that highly intricate and complex CSS can be time consuming, keep an eye on your schedule and budget when designing.
Design for Web
The last point is the most important; know your medium! Web is not print and it is crucial to understand the medium and what makes it unique. Keep in mind the following points that many designers struggle with:
- Just because your 900x800 canvas in Photoshop has definite borders doesn’t mean you don’t have to think about what lays beyond them. Think through what would happen if you were to expand your canvas to 1100x1000, and always design the footer of the site.
- The home page isn’t the web site. A web design doesn’t consist of an amazing home page graphic. If the sub-page layouts haven’t been designed prior to working on the design make sure to take them into account in your designs.
- The design should serve the message. Make sure you understand what information and content will be on the site before boxing people down the line into a corner.
By Chris Olberding
Wednesday, December 05, 2007
|
As is often the case, the task of creating or redesigning a website is broken into logical tasks and distributed among a team comprised of people coming from very different backgrounds and possessing very different skillsets. In this article we examine some of the issues and considerations that can help and hinder collaboration between the designer and the developer.
In this article we are examining what designers can do to make life easier for both themselves and the people they hand their mockups over to?
The Web Designer to CSS Coder Handoff
Communication
As will be apparent throughout this article, communication is at the root of most problems and also of most solutions.
Grid / Alignment
I recommend designers work with grids and designing layouts to pixel perfection and making sure that column widths are consistent and thought out before pushed into production; it is unrealistic for the coded to go back and recalculate widths and heights and make the needed alterations to the design after the fact. There are methods for addressing browser incompatibilities and competent coders should be able to ensure your design displays consistently between browsers. There are a lot of good resources for using the grid in web design.
Organization
Make sure to organize your Photoshop layers. It’s best to do as you go but not everyone can get into this habit (author included). The bottom line is if anyone might need to open your .psd for any reason in the present or future the saved file should be organized. This practice is crucial if you’re handing off your .psd to someone else to slice but is a good practice for maintaining source files you can include on source disks for the client at the project’s competition.
Fonts
Make sure to communicate on the appropriate use of non-standard fonts. Depending on your emphasis on accessibility, search engine optimization, and familiarity with image replacement techniques you will have different approaches to when it’s acceptable to use a non-standard font. Regardless, your organizations philosophy on the subject should be in the open.
Gradients
Some types of gradients designers seems to use can be problematic and result in the need for overly complicated solutions in the code. One example is when you have a graduate going say left to right overlaying or masking another graduate going up and down. Though you can use png transparency or in some circumstances large images to accomplish the effect, the effort is usually not worth it and often results in extra, non-semantic code.
Expertise and Project Cost
Just because it’s possible to pretty much accomplish anything you can think of using CSS doesn’t mean that you or your coder can. Understand the level of expertise of your coder and also understand that highly intricate and complex CSS can be time consuming, keep an eye on your schedule and budget when designing.
Design for Web
The last point is the most important; know your medium! Web is not print and it is crucial to understand the medium and what makes it unique. Keep in mind the following points that many designers struggle with:
- Just because your 900x800 canvas in Photoshop has definite borders doesn’t mean you don’t have to think about what lays beyond them. Think through what would happen if you were to expand your canvas to 1100x1000, and always design the footer of the site.
- The home page isn’t the web site. A web design doesn’t consist of an amazing home page graphic. If the sub-page layouts haven’t been designed prior to working on the design make sure to take them into account in your designs.
- The design should serve the message. Make sure you understand what information and content will be on the site before boxing people down the line into a corner.
By Chris Olberding
Tuesday, November 27, 2007
|
1.0 Introduction
In my model I outline three forms of client interaction in the client/ designer-developer relationship each with implications on the pricing and contract structure employed. This model was developed from the realization that adhering to a single method of handling clients, structuring contracts, and managing scope would not be appropriate unless the size and type of clients and projects being handled were relatively homogenous. This is not usually the case at mid to small sized web development shops where you are often working on projects with budgets below $5,000 along side projects ten times as large. The model is based specifically on web development but could be abstracted out further to other types of design and software development projects
2.0 Principles of Client Interaction
Managing multiple modes of client interaction concurrently, as opposed to funneling all clients through the same structure, adds a layer of complexity to the department’s process and creates certain knowledge requirements to key members of the staff.
2.1 Transparency
The different modes should not be known and understood solely by developer. They should be discussed and presented to the potential client and the client should have some say as to which mode is most appropriate for their project.
2.2 Defined Responsibility
Different modes of interaction result in different patterns of accountability and responsibility in respect to deliverables and deadlines. This needs to be understood by both staff and client and clearly discussed, defined, and documented prior to instituting the recommendations of this document.
2.3 Adhered Responsibility
Not only is it crucial that responsibility be defined but the responsibilities outlined prior to project start must be strictly adhered to and enforced by the developer. Because of this it is crucial that the client understands their responsibilities and the timeline and pecuniary implications of not meeting those responsibilities prior to contract signing. Additionally the developer should work through and document likely problem scenarios and how to best handle them before implementation of this document.
2.4 Production Staff Education
Different modes of client interaction have significant implications for how a member of the production staff will approach a project. If we are following the lead of a client on an hourly basis going beyond the scope of the assignment to investigate and suggest improvements to aspects of the project may not be appropriate whereas in other mode it might. Therefore the production staff must fully understand and appreciate the differences between the modes and have full awareness of the status of the project at hand.
2.5 Sales Staff Education
Since it is the sale staff who should initially discuss our process and ultimately is responsible for writing, delivering, and managing the contract it is essential that they fully understand and can fluently discuss the implications of the different modes of interaction.
3.0 Three Modes of Client Interaction
Below I introduce the three modes, Designer, Client, and User-Centric. The names of the modes highlight the primary driving force behind the project.
3.1 Designer-Centric
In a designer-centric mode the designer and design-company are the primary drivers and decision makers in the development process. The client has limited, punctuated, and defined points of access where they can offer limited direction and feedback. The scope of changes that the client can make is strictly defined and any changes that fall outside of that scope are billed on an hourly basis.
3.2 Client-Centric
In a client-centric mode the client is primary to the process and the designer acts passively implementing the vision and ideas of the client. When the client asks for opinions and direction the designer may give some input but it is ultimately for the client to make decisions. In this mode the need to monitor scope is obviated by the deliver of estimates and not quotes.
3.3 User-Centric
User centric design is focused completely on the end user of the project whether that be a consumer looking to make an online purchase, an internal employee using a web application in the course of their work, or someone looking for a the phone number for a local company. This process involves significant research, many more processes and steps, possibly user testing, and typically the highest cost of the three modes.
4.0 Implications
There are a number of implications in how handling a project adhering to each of the three modes.
4.1 Designer Centric
The designer-centric mode is most suited for small projects; local companies who need a small site, limited web presence where most traffic will be generated through offline materials. The company is not strongly branded and the principals do not have strong feelings about the design of the site and are very cost conscious.
4.1.1 Contract Implications
Ideal for small local businesses with small budgets. The contract should be a firm quote and it should be contractually specified as to when and how the client may influence the project.
4.1.2 Process Implications
Because the resulting project is likely to have a simple structure and low budget, complex sitemapping and wireframing should be bypassed and a design comp should be the first step. The number of pages should be contractually specified and defined prior to project start. A simple content inventory should have firm deadlines and consequences to the client if these deadlines are not met. This would be idea for having a series of xhtml/css templates to provide the backbone for the design so that time is not wasted in browser compatibility testing or in fixing breaks.
4.2 Client Centric
The client centric mode is ideal for, ironically, clients who know exactly what they want and clients that have no idea what they want. The purpose of this mode is to allow the client to get exactly what they want without the ability to make the company take a loss due to their indecision. Clients that know exactly what they want and are adamant about their ‘vision’ can become problematic if they have difficulty communicating that vision or if the designer has difficulty implementing it. Clients that do not what they want often come up with good ideas during the process but are incapable of visualizing things prior to the beginning of development, this mode is designed to be able to accommodate that while not forcing the company to push out a poor quality product or put off features to ‘version 2’. The cost of a project in this mode is largely dependant on the client.
4.2.1 Contract Implications
The primary ‘innovation’ in the client centric approach is that contracts provide estimates and not quotes to the client and the entire project is billed on an hourly basis. Deadlines should be avoided. The client should have unfettered access to the project and unlimited opportunity for feedback. However it is in this mode that communication regarding hours used and how the process will operate are most important as to not damage the relationship with the client.
4.2.2 Process Implications
The process in this mode is completely open ended. We can introduce approaches and milestones used in other modes but it is ultimately the client’s decision. For example we can explain the purpose of a wireframe but the client might not think that it would be very helpful and have us just move to the comp. The goal here is to make sure the client is reassured that you are working hard and effectively on the project and not wasting their time and money.
4.3 User Centric
This mode is most appropriate for large clients that ‘get it’ or are open to allowing us to educate them about the value that we and this approach can provide. In a number of small business cases the benefit of a user-centric approach will not outweigh the development costs and this should be considered in employing this approach. We do not want to develop an amazing site that is appropriate and focused on the users if the target market and site traffic is so low that the site will not generate enough revenue to justify the difference in cost between this mode and a designer or client centric mode.
4.3.1 Contract Implications
Contracts will tend to be large, have many processes, points of interaction and contact with the client. With large projects it made make sense to have a small consultation contract just to set up the project. Because of the increased cost, longer deadlines, and more intense analysis it is absolutely critical that the client is educated about the value of this approach. If they are not, we will seem slow and expensive and by the time we provide value to the client (typically months after launch) the relationship may have already soured.
4.3.2 Process Implications
Due to the complexity and length of the contract there needs to be an owner of a project in this mode that understands and oversees all marketing, strategic, and usability analysis since all design, functionality, and coding decisions are based upon these higher level analyses.
5.0 Conclusions
Many web development firms use aspects of each of the three modes discussed. However many firms run into problems because these modes are not clearly differentiated and defined, their contracts to not reflect the mode or process, and they fail to inform their clients of the implications of their process, many of which do not know ‘the right way’ web development is supposed to proceed. This often results in the clients being confused and unhappy about the progress of their project and, as a consequence, the web development company is forced to take a loss on too many projects in order to maintain a healthy relationship with the client. Moving forward, the next step would be to have an open discussion with relevant staff and then set about a) producing educational materials for clients and for use by sales staff, b) hiring sales staff with the capabilities to understand and promote this process and c) developing documents needed for implantation such as contracts.
By Chris Olberding
Tuesday, November 27, 2007
|
1.0 Introduction
In my model I outline three forms of client interaction in the client/ designer-developer relationship each with implications on the pricing and contract structure employed. This model was developed from the realization that adhering to a single method of handling clients, structuring contracts, and managing scope would not be appropriate unless the size and type of clients and projects being handled were relatively homogenous. This is not usually the case at mid to small sized web development shops where you are often working on projects with budgets below $5,000 along side projects ten times as large. The model is based specifically on web development but could be abstracted out further to other types of design and software development projects
2.0 Principles of Client Interaction
Managing multiple modes of client interaction concurrently, as opposed to funneling all clients through the same structure, adds a layer of complexity to the department’s process and creates certain knowledge requirements to key members of the staff.
2.1 Transparency
The different modes should not be known and understood solely by developer. They should be discussed and presented to the potential client and the client should have some say as to which mode is most appropriate for their project.
2.2 Defined Responsibility
Different modes of interaction result in different patterns of accountability and responsibility in respect to deliverables and deadlines. This needs to be understood by both staff and client and clearly discussed, defined, and documented prior to instituting the recommendations of this document.
2.3 Adhered Responsibility
Not only is it crucial that responsibility be defined but the responsibilities outlined prior to project start must be strictly adhered to and enforced by the developer. Because of this it is crucial that the client understands their responsibilities and the timeline and pecuniary implications of not meeting those responsibilities prior to contract signing. Additionally the developer should work through and document likely problem scenarios and how to best handle them before implementation of this document.
2.4 Production Staff Education
Different modes of client interaction have significant implications for how a member of the production staff will approach a project. If we are following the lead of a client on an hourly basis going beyond the scope of the assignment to investigate and suggest improvements to aspects of the project may not be appropriate whereas in other mode it might. Therefore the production staff must fully understand and appreciate the differences between the modes and have full awareness of the status of the project at hand.
2.5 Sales Staff Education
Since it is the sale staff who should initially discuss our process and ultimately is responsible for writing, delivering, and managing the contract it is essential that they fully understand and can fluently discuss the implications of the different modes of interaction.
3.0 Three Modes of Client Interaction
Below I introduce the three modes, Designer, Client, and User-Centric. The names of the modes highlight the primary driving force behind the project.
3.1 Designer-Centric
In a designer-centric mode the designer and design-company are the primary drivers and decision makers in the development process. The client has limited, punctuated, and defined points of access where they can offer limited direction and feedback. The scope of changes that the client can make is strictly defined and any changes that fall outside of that scope are billed on an hourly basis.
3.2 Client-Centric
In a client-centric mode the client is primary to the process and the designer acts passively implementing the vision and ideas of the client. When the client asks for opinions and direction the designer may give some input but it is ultimately for the client to make decisions. In this mode the need to monitor scope is obviated by the deliver of estimates and not quotes.
3.3 User-Centric
User centric design is focused completely on the end user of the project whether that be a consumer looking to make an online purchase, an internal employee using a web application in the course of their work, or someone looking for a the phone number for a local company. This process involves significant research, many more processes and steps, possibly user testing, and typically the highest cost of the three modes.
4.0 Implications
There are a number of implications in how handling a project adhering to each of the three modes.
4.1 Designer Centric
The designer-centric mode is most suited for small projects; local companies who need a small site, limited web presence where most traffic will be generated through offline materials. The company is not strongly branded and the principals do not have strong feelings about the design of the site and are very cost conscious.
4.1.1 Contract Implications
Ideal for small local businesses with small budgets. The contract should be a firm quote and it should be contractually specified as to when and how the client may influence the project.
4.1.2 Process Implications
Because the resulting project is likely to have a simple structure and low budget, complex sitemapping and wireframing should be bypassed and a design comp should be the first step. The number of pages should be contractually specified and defined prior to project start. A simple content inventory should have firm deadlines and consequences to the client if these deadlines are not met. This would be idea for having a series of xhtml/css templates to provide the backbone for the design so that time is not wasted in browser compatibility testing or in fixing breaks.
4.2 Client Centric
The client centric mode is ideal for, ironically, clients who know exactly what they want and clients that have no idea what they want. The purpose of this mode is to allow the client to get exactly what they want without the ability to make the company take a loss due to their indecision. Clients that know exactly what they want and are adamant about their ‘vision’ can become problematic if they have difficulty communicating that vision or if the designer has difficulty implementing it. Clients that do not what they want often come up with good ideas during the process but are incapable of visualizing things prior to the beginning of development, this mode is designed to be able to accommodate that while not forcing the company to push out a poor quality product or put off features to ‘version 2’. The cost of a project in this mode is largely dependant on the client.
4.2.1 Contract Implications
The primary ‘innovation’ in the client centric approach is that contracts provide estimates and not quotes to the client and the entire project is billed on an hourly basis. Deadlines should be avoided. The client should have unfettered access to the project and unlimited opportunity for feedback. However it is in this mode that communication regarding hours used and how the process will operate are most important as to not damage the relationship with the client.
4.2.2 Process Implications
The process in this mode is completely open ended. We can introduce approaches and milestones used in other modes but it is ultimately the client’s decision. For example we can explain the purpose of a wireframe but the client might not think that it would be very helpful and have us just move to the comp. The goal here is to make sure the client is reassured that you are working hard and effectively on the project and not wasting their time and money.
4.3 User Centric
This mode is most appropriate for large clients that ‘get it’ or are open to allowing us to educate them about the value that we and this approach can provide. In a number of small business cases the benefit of a user-centric approach will not outweigh the development costs and this should be considered in employing this approach. We do not want to develop an amazing site that is appropriate and focused on the users if the target market and site traffic is so low that the site will not generate enough revenue to justify the difference in cost between this mode and a designer or client centric mode.
4.3.1 Contract Implications
Contracts will tend to be large, have many processes, points of interaction and contact with the client. With large projects it made make sense to have a small consultation contract just to set up the project. Because of the increased cost, longer deadlines, and more intense analysis it is absolutely critical that the client is educated about the value of this approach. If they are not, we will seem slow and expensive and by the time we provide value to the client (typically months after launch) the relationship may have already soured.
4.3.2 Process Implications
Due to the complexity and length of the contract there needs to be an owner of a project in this mode that understands and oversees all marketing, strategic, and usability analysis since all design, functionality, and coding decisions are based upon these higher level analyses.
5.0 Conclusions
Many web development firms use aspects of each of the three modes discussed. However many firms run into problems because these modes are not clearly differentiated and defined, their contracts to not reflect the mode or process, and they fail to inform their clients of the implications of their process, many of which do not know ‘the right way’ web development is supposed to proceed. This often results in the clients being confused and unhappy about the progress of their project and, as a consequence, the web development company is forced to take a loss on too many projects in order to maintain a healthy relationship with the client. Moving forward, the next step would be to have an open discussion with relevant staff and then set about a) producing educational materials for clients and for use by sales staff, b) hiring sales staff with the capabilities to understand and promote this process and c) developing documents needed for implantation such as contracts.