How We Work: Honest and Direct
Real talk about our process, pricing structure, and what you can actually expect when working with us
Look, we're not fans of smoke and mirrors. Over the past seven years building websites and online stores, we've learned that the best client relationships start with clarity. So here's everything about how we operate, what drives our decisions, and why we do things the way we do.
What Makes Our Approach Different
We stopped using cookie-cutter templates back in 2020. Every project starts with actual research into your specific market position and customer behavior. This takes longer upfront, but it means your site does what it needs to do instead of looking pretty while collecting dust.
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Research Before Design
We spend the first two weeks analyzing your competitors, audience demographics, and conversion paths. No design work happens until we understand what actually needs to be built.
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Iterative Development Cycles
You get working prototypes every ten days. We build, you test with real users, we adjust based on actual data rather than opinions. This back-and-forth continues until the metrics say we're done.
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Performance-Focused Architecture
Every site we deliver loads in under two seconds on mobile networks. We refuse to launch anything that doesn't meet this standard because slow sites kill conversion rates, plain and simple.
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Post-Launch Support Reality
The first three months after launch include unlimited adjustments. Not because we're nice, but because that's when real user behavior shows what needs tweaking. After that, you choose how much ongoing support makes sense.
Average load time improvement over client's previous site
Weeks typical timeline for complete online store launch
Projects completed since opening in 2018
Years average client relationship duration
What We Promise and What We Don't
We've seen too many agencies making guarantees they can't keep. Here's what we actually commit to, and what depends on factors outside our control.
Timeline Accuracy
We hit our quoted deadlines about 94% of the time. The other 6% comes from client-side delays in content delivery or major scope changes. If we're going to be late, you know at least two weeks in advance.
Pricing Structure
Our quotes include a 15% buffer for unexpected complexity. If we don't use it, you don't pay it. We bill in three stages and never ask for more than 30% upfront because we're not in the business of holding deposits hostage.
Technical Ownership
You own everything we create. Every line of code, every design file, every asset. We'll hand over complete documentation even if you decide to move to another developer after launch.
Maintenance Reality
Websites need updates. Security patches, performance optimization, content adjustments. We recommend monthly check-ins but you're free to handle this yourself or hire someone else. We don't lock you into contracts.
Communication Standards
You get responses within 24 hours on weekdays, 48 on weekends. We use project management software so nothing gets lost in email chains. Weekly video calls during active development keep everyone aligned.
What We Can't Control
We can't guarantee specific sales increases or search rankings. Those depend on your product, market conditions, and ongoing marketing efforts. We build foundations that support growth but can't promise outcomes we don't control.
Sven Lindgren
Technical Director
We started publishing our actual project timelines and cost breakdowns in 2023. Transparency isn't just good ethics, it's better business. Clients who understand the process make better partners.
Aisling O'Brien
Client Relations Lead
The most common feedback we get is appreciation for straight answers. When someone asks if we can do something, we tell them yes, no, or here's what would be required to make it possible.
Our Actual Development Process
This is exactly how projects move from initial conversation to live website. No marketing fluff, just the real workflow we follow for every client in Nantou and beyond.
Discovery Call
We talk for about an hour. You explain what you need, we ask questions about your business model and target customers. By the end, we both know if this makes sense. No pressure to commit.
Proposal and Research
You get a detailed proposal within five business days. It includes timeline, cost breakdown, and initial research findings. If the scope needs adjustment after you review it, we revise once at no charge.
Design and Prototyping
We create wireframes first, then detailed mockups. You get three rounds of revisions included. After that, additional changes bill at our hourly rate because scope creep kills projects.
Development and Testing
You get access to a staging site where you can test everything. We fix any bugs at no charge. We also run performance tests, security scans, and cross-browser checks before calling it done.
Launch and Handover
We launch during your preferred time window and monitor for the first 48 hours. You receive full documentation, training videos, and three months of priority support. After that, you decide what level of ongoing help makes sense.