The client should know who owns the work, where decisions are made and what is expected next.
Client experience standard
A working relationship designed for clarity.
Strong delivery is not only the final design or build. It is also the quality of the decisions, communication and operating rhythm around it.
Live operating viewClear responsibility from the start.
01 / 0401 / Ownership
Clear responsibility from the start.
The client should know who owns the work, where decisions are made and what is expected next.
Each decision stays connected to the larger system instead of becoming an isolated deliverable.
Story progress25%
01 / Ownership
Clear responsibility from the start.
The client should know who owns the work, where decisions are made and what is expected next.
02 / Visibility
Progress should be easy to see.
Milestones, files, invoices, access and project updates should stay visible through a connected client experience.
03 / Communication
Explain tradeoffs without hiding behind jargon.
Recommendations, constraints and changes should be clear enough for the client to make informed decisions.
04 / Support
The relationship should not disappear at launch.
Ongoing support, iteration and operational needs should have a clear route after the project goes live.
