How we work

We’re a small team, which means we’re flexible. We tailor our approach to each project. And you’ll always have direct access to the people actually doing the work. No project managers or account handlers unless it’s a complex long-term undertaking with a lot of stakeholders.

Here’s how most projects go:

1. Introductions

We spend at least an hour talking through your project to identify:

• What’s the business case and goals?
• Who are the stakeholders?
• What’s the scope?
• What’s the budget?

2. Quote or proposal

We’ll draw up a clear plan with scope, budget, and timeline. Complex projects get a multi-page proposal. Simpler ones (like a Squarespace site) get an itemised quote. Either way, you’ll know exactly what’s being delivered, who’s doing what, how much it costs, and when it’s done.

3. Working together

Most projects start with planning and research. Then we invite you to Basecamp, our project management tool of choice.

Clients love it because it provides:

• Transparency without meetings. You can see our progress without constant calls and status updates.
• Everything in one place. No hunting through emails, drives, and scattered documents. It’s all there.
• Flexible participation. Follow along passively via email summaries, or jump in and actively comment, upload, and plan. Your choice.
• Right-sized tools. Some projects need discussion spaces and schedules. Others just need to-do lists and file storage. We pick what fits.

We’ve found Basecamp always keeps the progress flowing. Large projects or small. 2 participants or 20.

Face-to-face catch ups are also really important for milestone planning and higher bandwidth discussions. On multi-month projects we like to meet with clients every few weeks or so.

4. Iteration & tailoring

Plans are important, but the best version is rarely the first version. Once a website or workflow meets real people and real life, clarity sets in. The beauty of digital work is that iteration can happen quickly. No starting over.

5. Training & launch

Once everything’s ready, we sit down and show you how to operate the system. We’ll often write reference documentation too. Our goal is autonomy. Our most loyal clients are the ones who can update and maintain their own sites without needing us as gatekeepers.

We also make sure launches are seamless. For ecommerce especially, any downtime means lost sales. We’ll schedule launches around your business and marketing needs.

6. Support & warranty

All projects come with a warranty. We stick around post-launch to catch bugs and answer questions you didn’t think to ask yet. We’ve heard too many horror stories about developers ghosting their clients. We don’t do that.