A proven process that does things differently...
We don’t just “build websites”, because that approach simply doesn’t work. Instead, we look at where your business currently is, where you want it to be, and what you need from us in order to get it there.
Any other method is a waste of your time and money…
The Pixel Durham process
And why it's built with you in mind
As a team, we’ve been in the web design, marketing, and creative industries for decades. This means we’ve seen all kinds of internal processes come and go – some that worked better than others, and some that didn’t work at all! That experience means that we’ve been able to build a process that benefits our clients from start to finish.
Key to that process is 100% transparency. From your initial inquiry to the delivery of your project, you’ll never find yourself in the dark. We believe in being open and frank with our clients to ensure that they truly understand that we’ve got their best interests in mind at all times.
We don’t take this approach lightly, and we’re always open to feedback about each and every step in the process – so never feel like you’ve got to hold back, or beat around the bush, if you think there’s something we can be doing better for you!
“Productivity is a big deal for the Pixel Durham team. We’ve spent countless hours refining our process, and we’re always looking to make improvements. The way we see it, the more straightforward it is to understand for our clients, the more streamlined it is for our team – and that allows us to pass our efficiencies onto your company by way of savings!”
The Pixel Durham Process
How we work
What to expect from your Pixel Durham team
The first, and arguably most important, step in the Pixel Durham process is discovery. This is where we learn about your business, your overall aims for the project, your customers, you past experiences with web design and digital marketing, and much more.
This step forms the blueprint, for everything that comes after it, making it key to the success of your project!
Once we know what you’re hoping to accomplish from your project, and have a fuller understanding of what makes your business tick, we can start building out your project’s goals.
These goals are attainable, measurable milestones that will signify the ultimate success of the project, giving you a clear barometer for success.
Knowing what we need to do is one thing, but knowing how we’re going to do it is another entirely. In this phase of the process, we take everything we’ve learned to date and identify any holes in our knowledge that need to be filled to ensure the long-term success of the project.
This is where the final preparation takes place before we get building!
The first phase of the execution process for every project is the drafting stage. This is where our team of talented boffins put their heads together and create the first drafts of your project.
This includes everything from customer journey to graphical assets, mock-up designs, and early prototypes for you to try out and provide feedback on.
Once everything is on the right track, we’ll spend some time to implement your feedback into our draft build in order to present you with an almost-fully functional prototype of your project.
We’ll also explain any additional details that may not be obvious, or that happen behind the scenes, so you get a full understanding of how things are taking shape.
This is where the final product comes together, ready to be unleashed upon the world! During finalization we conduct thorough testing of every facet of the project, and provide you with two feedback and revision periods to make any final adjustments.
Once everything is good to to, and you’re happy, it’s time to launch!
This is it – the moment you’ve been waiting for! Once everything is ready to go, our team goes into launch mode, where all assets are migrated to your server, website, or social platforms, and set live.
An additional round of testing happens immediately after the moment of launch to ensure that no technical glitches have arisen, and that everything is running smoothly.
With your project now live, our team begins analyzing the incoming data, making notes of what’s working, what needs to be tweaked, and what needs to be changed completely (this doesn’t happen too often, but nothing is ever certain in digital marketing – so we like to be prepared).
After we’ve got enough data, we’ll provide you with a full report on progress, along with any suggestions we might have.
Depending on the type of project we’re working on for you, the refinement process may involve multiple cycles of iteration and improvement – or it might not!
This is where we take action on the data we previously gathered about the ongoing status and progress of your project – tweaking, setting up new A/B tests, and ultimately improving the chances for overall campaign success!
“We’ve all been in the situation where we’re working with a company or vendor who falls down when it comes to communication and transparency. It’s an extremely frustrating experience, and it’s one we never want for our customers. We will always be upfront and honest about your project. No exceptions!”
Pixel Durham Transparency
Frequently asked questions
Addressing the hot topics
About our services
You can find a thorough breakdown of the services we offer at Pixel Durham on our services page.
Yes! Although it’s not something we offer right off the bat with new clients. We believe that there needs to be a mutual trust and understanding between both parties for retainers to be a success – and that relationship is typically only built through the successful completion of a project or two.
Our retainers typically start at $2,500 per month, which offers a saving of around 20% versus non-retainer costs.
While we try to offer as many of our services as possible through our retainers, please note that we do not include new website builds, any video-related work, or Facebook/Google ad creation and management as part of these packages.
About our process
Great question, and one we’re super happy you asked! Ultimately, it’s a two way street that intersects with Respect Avenue, and passes by Stick To Your Timelines Road.
We ask that you appreciate that we’ve been doing this for a long time (like, a LONG time), and there will be times where we tell you that your great idea won’t work. We’re not poo-pooing your idea to hurt your feelings, but rather to save you time and money.
Although there are exceptions, if we’re not approaching something in a certain way, it’s because that way has been proven not to work in your particular circumstances.
We’re always happy to discuss our reasoning with you, though!
Ultimately, you can be as involved as you like (within reason) – although there are some guidelines we have to ensure every project goes smoothly:
• The amount of involvement you have can directly affect costs – both positively and negatively. It’s important to allow us to do our job , but the more detailed you can be during on-boarding, and the more assets/data/information you can provide, the easier it’ll be for everyone.
• If we request additional information, assets, or data, it’s essential you provide them as quickly as possible (assuming you have them)
• When we request feedback, it’s important that you provide it within 48 hours, otherwise delays in your final deliverable date can occur
The good news is that we’ll provide you with access to the Pixel Durham Client Hub, a one-stop centralized location for all our communications, file sharing, and much more! It’s super cool, you’ll love it – pinkie promise!
About our fees
We quote on a per-project basis, which means we don’t do the hourly thing. This protects you in cases where a project slightly more man-hours than we anticipated (so no unexpected additional charges), and protects us because the scope of the project is clearly defined at the outset.
Until we understand what your project entails, we are unable to accurately estimate how much it’ll cost. This is why we offer a free consultation before sending a quote or proposal.
There’s no set “cost for a website” or “cost for marketing” because there are so many variables involved.
We’ll always try our best to give you a rough ballpark if you can provide at least some information, but ideally we need to know the full scope of the project, its goals, and what assets we have to work with before we can provide numbers with any real degree of accuracy.
Yes. Every project with a value of more than $1,500 requires a non-refundable deposit of 50% to secure your spot in our schedule.
A further 25% may be required at a key landmark stage in the process, with the remainder due prior to release of final files, assets ,or website migration.
All projects with a value of $1500 or less must be paid, in full, upfront prior to the commencement of with. This is to ensure the highest possible level of service for all our clients (and because we’ve been screwed by some douchebaggery on low-ticket projects in the past).
Through our secure online payment and invoice management platform (which you’ll receive an account for, lucky you), we accept Visa and MasterCard, but not American Express, because those guys charge SO MUCH to use them that we’d have to increase prices to accommodate it, and nobody wants that!
This super cool platform also allows for pre-authorized payments for ongoing/recurring services and retainers, for your convenience (this is entirely optional).
In addition to this, we accept Interac eTransfers, and bank-to-bank direct deposits.
While we do accept business cheques (no personal cheques, sorry), we are unable commence any work until the cheque has been deposited and cleared with our bank, otherwise our accountant yells at us. This also means that, if a payment is scheduled at a particular point in the process, work will be paused from that point until your cheque is cleared.
So, long story short, if you could not use cheques, that’d be great.
Assuming we’ve spent zero time on your project, we’ll simply transfer your deposit back to you via the same method by which you paid.
If we have started work (which includes your discovery or on-boarding session, preliminary planning, or internal meetings), we will subtract the value of that work from your deposit and transfer the remainder back to you.
We understand that these things can happen. If a project needs to be paused, all outstanding payments must be made within 7 days, at which point the project will be archived.
Prior to resumption of the project, an unarchival fee of $250 will be required.
Cancelled projects will be billed up to the point of cancellation on a pro-rated basis, taking any previous payments/deposits into consideration.
All completed assets up to that point will then be released to your possession. Completed project files will not be released unless stipulated as a deliverable your service agreement, and incomplete project files will not be released, period.
Should the outstanding balance not be paid within 30 days of invoice, the project will be archived, and a fee of $500 plus the outstanding balance will be required in order to receive any completed files.
We do not offer refunds for work that has been carried out, or that has started to be carried out, under any circumstances. You pay us for our experience, expertise, and time. Unless you’ve got a DeLorean parked around back, we have no way of recouping any of those things.
In the highly unlikely event that you are not happy with the progress of your project at any point, we will happily sit down face to face and discuss what we need to do to address your concerns. Unless this requires a re-evaluation of the project scope, you will not be billed for this time.
Seriously though, this has literally never happened because we make sure to actually listen to your needs before we start work!
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