The short answer
A project moves through kickoff, research and plan, build, review, launch and ongoing care. At each stage you supply information and decisions, and we do the work. Delays come mostly from late content, late feedback and decisions that change. Your project manager keeps the plan, and nothing goes live without your approval on a preview link.
The stages at a glance
The table shows the usual stages and who does what. Not every project has every stage. An SEO retainer, for example, has less building and more ongoing work. Your proposal says which apply to you. The pattern, though, holds: we gather, we plan, we do, you review, we launch and we keep it healthy.
| Stage | What you do | What we do |
|---|---|---|
| Kickoff | Meet the team, share goals and access, name one decision-maker | Confirm scope from the proposal, introduce your named team, set the plan with your project manager |
| Research and plan | Answer questions, send materials, confirm priorities | Research your market and customers, write the plan, agree the order of work |
| Build or do | Respond quickly to questions, send anything outstanding | Design, write, build or run the work, with a second person checking it |
| Review | Review the preview link, send consolidated feedback | Make changes, send updated links, list every change |
| Launch | Give written approval | Publish what you approved, then check the live result against it |
| Ongoing care | Read the report, raise questions, send updates about your business | Maintain, improve and report in plain English each month |
Kickoff: getting the basics right
Kickoff sets the ground rules. We meet, confirm what the proposal covers and introduce the people on your account. This is where you tell us what success looks like in your terms: calls, bookings, sales, not abstract traffic. It is also the moment to name one person on your side who can make decisions and sign off.
Anything about scope, terms and ownership is in your proposal, and we keep it there. Kickoff is for understanding, not renegotiating. If something in the proposal seems unclear, ask then.
Research, plan and build
We research your market and your customers before we recommend anything, and we write the plan down, so there is no guesswork. How we work describes this approach. You supply what only you know: the facts, the photos, the reasons customers choose you. The more complete this input is, the straighter the line from plan to result.
During the build we work from your materials. Questions come up, and quick answers keep things moving. A question that waits a week means a pause in the work. If you will be unavailable, tell your project manager before you go, so we can sequence around it.
Review and launch
Review is where the project turns from our draft into your site. We send a preview link, you check it on desktop and phone, and you send one list of feedback. We make the changes and send it again. When you are satisfied, you approve in writing and we publish. After launch we check the live site against what you approved.
Because every change is listed, the version you approved is the version that ships. If something was left out, it is on the list, so nobody has to remember.
Where delays come from
Delays rarely come from one dramatic failure. They come from small waits that add up. The most common are late content, slow feedback, feedback from several people who disagree and decisions that change after work has started. We list them here because they are all within reach.
- Late content. The page cannot be finished without its text, photos or access. This is the most common cause.
- Slow review. A preview link left for days stops the next stage.
- Conflicting feedback. Three people send three lists, and we need a decision before we can proceed.
- Changed decisions. A change of direction late in the build means redoing work that was already reviewed.
- Access problems. A login that no one can find, or a domain account held by a former colleague, can stop work completely. See who owns your accounts.
- Outside dependencies. A third party, such as a payment provider or a regulator, has its own pace.
We do not promise durations in this guide. When a date moves, your project manager tells you as soon as we know, explains why and gives you a new date.
How decisions get made
Good projects have a clear answer to the question: who decides? On our side, your project manager keeps the plan, and specialists advise on their area. On your side, one named person should have the final say. When several people can overrule each other, the project stalls or goes round in circles.
Nielsen Norman Group makes a related point about design reviews: unclear guidelines and objectives at the start are a common cause of unproductive feedback. Agreeing the goal, the audience and the decision-maker at kickoff prevents the same problem here.
Example: One decision-maker, one list
A small firm had three partners reviewing a new site. Each sent separate comments, and the second partner's changes undid the first's. The project manager asked them to nominate one person to collect comments and settle disagreements internally. The next round came back as one numbered list, with two items marked "partners disagree, we have decided option A". The round took a single pass instead of three.
Ongoing care
Launch is not the end. A site, a search presence and an advertising account all need looking after. In this phase you receive a plain-English report, we maintain and improve the work, and requests go through the support form as tickets. Tell us when your business changes: new services, new prices, new people, new opening hours. Those are the changes that go stale first.
Results come from your own data, and we report from it. If you want to understand your report, see read your monthly report.
When to ask us
Ask your project manager about the plan, the stage you are in, what is outstanding and any dates. If you are not sure whom to ask, see who to contact. If you need to send something, include a link to a shared folder and a note on what it is, through the support form. Terms, scope and ownership are written in your proposal.
