Customer service is a design choice

If customer service is one of your company’s values, it shouldn’t stop at your contact form. We tend to think of customer service as a team, a department, or maybe a cheerful chatbot in the bottom-right corner of a screen. But if service is part of your brand DNA, if you pride yourself on being […]

The infrastructure of content

I’ve been thinking about websites as business assets for a long time, and I keep coming back to this: the core of any website is the content. After all, “Content sells the product; design sells the content.” So, if a website is to be valuable to a business, then the content on that site is […]

You suck at briefing. But that’s our fault.

I’m going to be very honest in this post. Most of my clients don’t understand websites and how they work (if you are a client of mine, I don’t mean you, I mean my other clients, the ones who aren’t my favourite…) – at least not from a technical perspective. It can be more difficult […]

Business as code

I imagine a lot of other small business owners also feel like their businesses run on the memory of their team. Someone remembers how the invoicing works. Someone else knows which spreadsheet controls the marketing budget. A client calls with a question and you think, who’s the person that remembers this bit? That’s how most […]