THE STARTING POINT
The brief
The fictional business has scattered service information and relies on staff to explain the same basics on every call. Content changes are slow and enquiries arrive without enough context.
Our approach
Map the customer questions into a small page structure, prototype the main journeys, and build editable service and article content. Connect forms to a managed inbox, add validation and consent, and prepare a repeatable launch checklist.
Who this is designed for
Customers researching a provider on their phones, plus staff responsible for answering enquiries and maintaining content.
The website should be as easy to maintain as it is to use.
The key design decision
Give each service a clear purpose and action. Keep the content model simple enough for the internal team to maintain.
A practical delivery plan
Weeks 1–2 · Structure and prototype
Audit existing content, agree the sitemap and test wireframes for the service-to-contact journey. Specify the CMS fields and form contract.
Weeks 3–6 · Build and connect
Implement responsive templates, integrate editable content and connect enquiries. Review keyboard navigation, loading states and error messages.
Weeks 7–8 · Verify and hand over
Test the production configuration, redirects and metadata. Train the editor, document backups and agree ownership of updates.
Review, handover and ownership
The proposed handover includes editable working files, a named content or system owner, and a short walkthrough. The team would agree how feedback is collected, which issues block release, and who maintains the work after sign-off. Any additional scope would be discussed before it changes the timeline.
How we would evaluate the work
The acceptance criteria below define what to check during the pilot. They are not performance claims. A live engagement would establish a baseline, confirm access to the right data, and agree a review period before reporting outcomes.
Explore the specialist team and discuss how this approach could fit your organisation.
WHAT THE TEAM HANDS OVER
Deliverables
- Sitemap, content model and responsive prototypes
- Editable service, article and project templates
- Validated enquiry form with backend delivery
- Accessibility and launch review checklist
- Editor guide and maintenance handover
Proposed acceptance criteria
These are checks for the proposed work, not measured client results.
- An editor can publish a draft and see the approved content on the public site.
- A successful form submission creates the expected backend record; errors are visible.
- Core journeys work with keyboard input and without horizontal overflow on mobile.
