Web processes and workflows

Operations playbook

If you are a consultancy, marketing or advertising agency that provides offline and online (web) solutions to your clients, this information will equip you to design and develop your organization's Operations Playbook (playbook) to increase your web operations efficiency and profitability.

A playbook effectively and efficiently identifies, creates and moves all resources (people, services, processes, workflows and templates) through the entire service delivery journey together to create sustainable, integrated and ongoing user-centric solutions for your clients; while keeping your employees and clients satisfied.

Getting products and services online is a bare minimum expectation for people today. The online marketplace continues to grow with more products and services; becoming more competitive every day.

In Highguard IP Inc.'s (Highguard) experience in working with multiple consultancies and agencies, web solutions are often added part way through or at the end of a project. A common theme is the objective to make web projects more profitable and organic. For example; ongoing scope creep with content and development have been consistent challenges brought forward. In working with numerous consultancies and agencies, Highguard has had the opportunity to work with them to increase their web efficiency and profitability by at least 33%.

Highguard looks forward to working with you to create your playbook. Common playbook outlines include:

Section 1: Evaluation and assessment

An assessment tool for your organization's operations; including a customizable survey.

Section 2: Current situation

Customizable exercises to help you determine your current situation and your one big thing to work on.

Section 3: Playbook design

Resources to help you complete your own web operations playbook, including processes, workflows, templates and key performance indicators to monitor, measure and inform continuous improvement.

These playbook resources are compiled from years of research, findings, analysis and insights while working with numerous consultancies and agencies to increase their operations efficiency and profitability.

Considerations

The online marketplace is changing every second, literally. Online users have higher expectations. It's easy to say what you want or what you are looking for candidly to a computer. Provided below are a sample of considerations we factor into your playbook.

Ensure multi-channel user profiling and journey mapping integration in the strategy and creative brief at the beginning of a client relationship to prevent surprises later and costly changes part way through a relationship
Incorporate pull strategies - they are critical in any successful and profitable strategy for products and services
Your web solution needs to be where the users are - it needs to show up where they are looking, speak their candid language and use their words (not your words), be accessible and use familiar design and layout such as buttons and contact information in the same place, alphabetical order vertical scrolling, accessible design and development
Ensure the web solution is organic and ongoing - it needs to support ever-changing user-centric demand (websites are not a one time campaign or project)

Consider your web project and web team as part of your strategic and creative team - online user profiles and journeys need to be a part of the overall project strategy and creative brief foundation

Ensure the web solution is:

organic and incorporates user monitoring, responsive ongoing changes to user needs and ongoing maintenance
informed and connected to the organization's existing technologies and ways of doing business
sustainable for the organization
a solution that fosters an ongoing relationship with your client, not a moment in time project or campaign

Visit Services for additional information on Highguard IP Inc.'s other services.