Each project is unique, but our dedication to quality, transparency, collaboration, and value remains constant. These guiding principles ensure that we not only meet our clients' expectations but exceed them, delivering lasting value and building trusted partnerships along the way. Our guiding principles are:
1/ We add value
- We add value to all our clients by understanding their short and long-term goals and keeping those in mind.
- Always have in mind the ROI on any piece of work that we are doing.
- Consider both thorough solutions and quick ones. Even where something “off the shelf” helps achieve the goal.
- It makes sense to invest in being thorough, including built-in tests for long-term projects that are integral to a business. Short-term marketing campaigns are candidates for quick solutions.
- We understand the real-world balance of thorough, bulletproof systems and speed to market (and budget constraints).
- The work we do for a client has a value - our skill and expertise does not come for free.
2/ Understanding why
- We seek to understand. This might mean a site visit (or many). Asking lots of questions and really aiming to understand what our customers do and why. Who does what? Where does the information go? Why? Always why.
- The key members of our team that interact with our top clients should be able to explain the personnel and processes of clients’ operations just as well as, or even better than their own staff.
- We don’t just take the brief and build it. We understand the underlying issues that the proposed solution is supposed to solve.
- This might mean unpicking the brief and the reasoning for the work being requested in the first place.
- We understand the goal and how to measure it, so success can be gauged.
- We want to make a difference to our client's business - access to decision makers is important in this regard.
3/ Communication is key
- Having a common understanding of a task/project from client stakeholders through to designers/developers is the key to good delivery.
- Keep everyone in the loop wherever we can, so there are no surprises.
- We should all act as if we are on the same team. This includes the delivery teams and the client. There should be nothing that is hidden.
4/ Honest and Trustworthy
- Have an appreciation that trust is earned, not given away. This can take time, and can easily (and quickly) be lost.
- If a project isn’t going to plan, we’ll let our clients know as soon as we can.
- There is such a thing as a bad-fit client; we are prepared to turn a client/work down.
- Our interactions should be trust-building.
- Building bespoke solutions has many hurdles, and it is often hard to predict timelines, and goalposts can move. Even with our extensive skills and expertise, we do not always have the answers straight away. However, we will get the answers, given time.
- We should communicate this well to our clients in an easy-to-understand format. We should be on the same page and work together towards our common goals.
5/ Focused
- Having a common understanding of a task/project from client stakeholders through to designers/developers is the key to good delivery.
- Keep everyone in the loop wherever we can, so there are no surprises.
- We should all act as if we are on the same team. This includes the delivery teams and the client. There should be nothing that is hidden.
6/ We care
- We support a narrow set of technologies, so we can be experts in our field.
- The key point is that we should not add new technologies in a random, unthought-through fashion. Each piece of tech can be hard to maintain and be knowledgeable about, so bringing in new tech needs some thought.
- We stick to what we are good at. Whilst many clients would like us to work on their content or SEO, we do not have processes or in-depth knowledge on areas outside of our expertise, so we tend to stay away from offering these services.
- This does not mean we won’t attempt to help clients in areas where we are less familiar.
7/ We have high standards
- We’re an agency who do good work. Whether that is UX, solutions planning or development. We should be looking to provide high-quality solutions (with an eye on the ROI).
- As an agency, we understand that we are judged on our work and our output.
- We should be keeping an eye on what the industry as a whole is doing to ensure we are on par or above it.
- Our processes can always be improved. Whether that is to improve quality, efficiency, workplace happiness or any other important metric.
- We all have the right to challenge each other if we think our quality, ROI and work output can be improved. No one should hold back; there is a better way of doing things.
8/ Solutions focused
- In almost all situations, there is a solution. That is our default thinking. We can do what our clients are asking. That doesn’t always mean it will be straightforward or without compromise.
- We appreciate that what we do is hard. Building bespoke software solutions to unique business requirements can take time to flesh out the business logic and consider all of the edge cases we want to cover, before building, testing and deploying.
- We enjoy the challenge and are focused on making our output, ROI and results the best they can be.
Talk to us
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Our Work
We deploy technology for clients to increase efficiency, fuel growth, increase sales and profits. We do this over the long term, by building lasting partnerships with our clients.
