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It's the Little Things: How to Create a Delight...

Andi Graham
September 26, 2015

It's the Little Things: How to Create a Delightful WordPress Experience for your Clients

Project management at an agency can be the difference between a raving fan or a disappointed ex. In this presentation, Andi discusses some approaches we use at Big Sea during the design, development and hand-off of a WordPress project to ensure a delightful outcome for the client -- one that has helped Big Sea succeed with raving fans for the past 10 years.

Andi Graham

September 26, 2015
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  1. It's the Little Things creating a delightful wordpress experience for

    your clients Andi Graham @andigrahambsd Presented at Wordcamp Tampa 2015
  2. • Always be timely. • Always listen. • But give

    them what they need (not always what they want) • Give them little things when they don’t expect it. 8 Principles of Customer Delight • Give them a point of contact. • Give them space. • Have policies, but be flexible. • Always tell them how you will help them. bsea.co/wp-principles-of-delight
  3. 1. Who
 Introductions & Roles
 Approvals & Changes
 2. What


    Scope of Work Review
 3. Why
 Strategic Approach & Goals
 Measurable Criteria
 Target Personas
 Aesthetic
 Content & IA
 4. How
 Our Process
 Project Plan & Milestones
 Logistics
 

  4. don’t disappear! Weekly Reports • What you did this week

    • What you’re doing next week • Any issues / risks / blockers • Anything you’re waiting on or need • Budget / timeline updates
  5. 1. What it is
 Style tile? Wireframes? 
 Full page

    comp? Cool functionality?
 2. What to pay attention to
 “Look at this, not that.”
 3. Explain thoroughly
 Give creative reasoning, limitations of 
 functionality, rationale behind it all.
 4. Frame feedback
 Be honest but clear; consider your 
 users; foster a discussion around
 solutions, not a list of changes. 
 
 bsea.co/wp-feedback
  6. 1. Use a child theme
 Give your client the benefits

    of 
 proper theme upgrades
 2. Use Advanced Custom Fields
 Keep managing complex data easy/
 by adding custom fields; consider 
 premium add-ons 
 3. Embrace shortcodes
 They’re harder to screw up and give
 clients the ability to use complex layouts
 4. Use only reliable plugins
 Well vetted, reviewed & supported;
 include security & backups