The Challenge: Miscommunication on new digital projects
tbk Creative is a boutique agency with a tight-knit team of front and back end developers, designers, digital marketers, account managers, a small executive team, and support staff.
When something didn't look quite right, or didn't work quite as expected, it was easy to miscommunicate what exactly was being discussed and what needed to be done.
The team would send multiple follow-ups to clients, via email and phone, just to get the browser debugging information they needed to replicate the scenario on the development machines. Requests to visit “What’s My Browser?" When hiring highly skilled technical developers, the last thing tbk Creative want to happen to them is to be taken away from solving problems, dealing with repetitive tasks just to get debug information from non technical clients was just taking up too much time.
The time wasted was monumental, and the stress and anxiety it created could be completely unmanageable at times.
Feedback from clients during alpha and beta of a website would also prove to be challenging to elicit. Terribly formatted emails, word documents or spreadsheets would often be used and an attempt at managing the specifics around the issues noted was nearly impossible.