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Stuart Wells, Managing Director at agency Wickedweb talks to Figaro Digital about best practice within design and build - Article by Jon Fortgang - Figaro Digital

"If you build it," runs the line in baseball drama Field of Dreams, "they will come."

That was back in 1989, but until comparatively recently the same theory underpinned plenty of design and build projects. Now that Google decides on ranking, campaigns are seeded on social and the mobile frontier opens up, brand managers and marketers need to approach the planning and construction of their sites – and in particular SEO - with scientific precision.

Wickedweb are a full service digital agency who specialise in this field. Established in 2002, the company's work with a range of clients over the last decade has provided them with a clear perspective on some of the most persistent challenges – as well as the greatest opportunities – open to digital marketers seeking to optimise their presence across all channels.

Flexible working

"We speak to some new clients now," says Stuart Wells, Managing Director at Wickwedweb, "who've been through maybe two or three versions of a design and build project, and they're a bit nervous at the start. They're saying to us, 'we've made these mistakes in the past, we've seen these errors crop up. How can we mitigate the risk and improve our top level approach to a design and build project?'"

For Wells and the team at Wickedweb, the answer to that has involved establishing a clear best practice procedure which, they believe, helps brands refine their objectives and focus on achievable goals with measurable value. So what, for Wells, does best practice within design and build actually entail?

"Most projects start with a client saying, 'I want to deliver this'," he explains. "'I want to do it in three months and this is how much I've got to spend.' But the reality is, at that point, nine out of 10 clients don't know what it is they're looking to achieve, they don't know how long it's going to take and they don't know how much it's going to cost. And the agencies tendering for the job don't know either, because until you get into those detailed workshops and discussions, you simply don't."

Wells uses a three-part model to describe the approach best suited to streamlining and unifying that process.  "There's the budget," he says, "There's the deadline, and there's the delivery. The methodology by which a large scale design and build project is delivered is all-important. In years gone by you'd see the 'waterfall' methodology, where you do one stage of the project, agree it with the client, sign off and then move to the next stage."

The problem with that approach, explains Wells, is an inherent lack of flexibility. Budgets change, deadlines shift and objectives are reconceived. "A lot of times that ends in disappointment. We inherit a lot of clients who've been through that relationship. What we're looking at now is a more agile way of working, where we'll ask the client not necessarily to commit to a definite budget but a budget range, not to commit to an absolute deliverable, but to a deliverable range. And not to set their heart on an absolute deadline but to a range of dates. That way you can enter the project and be far more open and pragmatic and say, 'What is actually achievable here? What are you looking to do as a business and what can we do to give you as much value as possible?'

Brief encounters

Given his experience, what, for Wells are some of the most persistent challenges facing brands and agencies as they embark on a project together? Though brand managers may imagine the tighter a brief the better, that isn't always the case.

"Eighty per cent of briefs are actually too specific," he explains. That might sound counter-intuitive in a field where clarity of purpose is key, but more information, it transpires, doesn't always mean better information.

"Most brand and marketing managers will have a good idea of what they want to achieve. Let's say it's an integrated campaign – they'll be aware of some of the things they can do in social media, some of the things you can do with a CMS. But they may not know the best things that can be achieved at that point in time. Often agencies will respond to those client requirements because the clients have been very prescriptive. But that may not be the best way to achieve a client's underlying objectives, because there are new methods or more technically advanced ways of doing things." As an example, Wells cites advances in browser-technology versus Flash. But the point, he says, is that agencies should be able to analyse a client's top-level objectives and then present that client with the best routes to achieving those aims, rather than having to stick to a rigid, pre-ordained road map.

Starting with SEO

Key to any design and build project is SEO. For Wells and the Wickedweb team, it's the foundation on which everything else rests. So how does best practice apply here?

"To get the best results in SEO," says Wells, "you have to be there right at the beginning. Your organic search strategy has to be considered right at the start of the project. And that search strategy needs to filter through to the content audit – understanding where content is going to be placed. It needs to filter through to the information architecture stage, ensuring that the structure is correct around the content and search strategy.  And on the back of that it should fall into design and build in a way that's fairly straightforward. You're then at the point where you've got the right foundations for search."

Dealing with data

Though the focus is inevitably on the launch of any campaign, when it comes to looking at data, this is the beginning rather than the end of the story. 

"The brands that we see doing best in digital are the ones who understand their data best," says Wells. In the past this meant relying on disparate methods of analysis. "Now, with newer platforms and technology – Sitecore for example  - we're able to work with customers, look at the data, look at the audience and actually prescribe the user-journey we want people to go down as we engage with them. That strategy can be put in place right at the beginning of the project and be constantly checked and progressed throughout."

While agility and flexibility are key, Wells acknowledges that the speed with which digital technology moves means specific strategies must themselves remain fluid. What works this year may need revising next. But remaining nimble, adaptable and open to change is a surefire way for brands to protect – and see measurable returns on – the investments they make in digital.

Best Practice in Practice – 10 Tips For Design & Build

• Choose you partner agency on who they are – as people!
• Get the background on senior figureheads leading all key roles within the agency
• Ask about their internal project management processes and methodology, status updates and meetings
• Ensure you know your SLA, response times, maintenance and support retainers
• Ensure you know how they and you will measure the ongoing success of the project
• Ensure you have portability
• Ensure you have performance
• Ensure you have scalability
• Ensure you have targeted content
• Ensure you have data and information

Wickedweb has had a successful year managing the digital strategy for Ella’s Kitchen, the leading global organic baby food company.  Wickedweb has been working with Ella’s Kitchen for over 2 years, and during this period have delivered a suite of global websites with locales, and digital marketing activity to support the overall annual brand plan.  Ella’s Kitchen has an exciting and ambitious brand vision, and Wickedweb’s digital activity supports key marketing objectives.   

Wickedweb has released a case study for the ‘Ella’s Friends conversion strategy’ which involves harnessing digital techniques to grow the database of Friends to the target level.  This database is then used to build engaging relationships on a sensorial level, which ultimately feeds into Ella’s Kitchen’s core objectives.

Wickedweb were responsible for conceiving and implementing a strategy that encompasses:

• Website evolution to support the mechanics of the campaigns
• Consumer engagement via campaigns
• Data capture and acquisition
• Online marketing tactics such as PPC and SEO

The overall Friends acquisition results superseded expectations as we hit 150.5% of the target.   Organic search traffic has increased by a marked 56% with a strong conversion rate, with Ella’s Kitchen’s key search term achieving and maintaining 1st place in Google rankings.

For the detail on how Wickedweb achieved this for Ella’s Kitchen, please view our case study.

Client testimonial:

“Wickedweb have a very strategic approach.  They understand our business, and more specifically how to activate our overall strategy to our consumers through digital channels.  I am delighted that the results of our Friends conversion strategy has surpassed our targets, and we owe much of this success to Wickedweb and the effective digital strategies they have executed for Ella’s Kitchen”. 

Samantha Crossley – ‘Makes Friends’ – Ella’s Kitchen

We are excited to announce that Rob will be joining the specialist creative panel for The Great Idea Escape: Best Awards 2012.  This will be chaired by Alistair Ross, Head of Ideas, Draftfcb London. Rob will be asked to judge a number of important creative awards across a range of media, along with special awards for innovation, writing, art direction, and discretionary awards for best typography, illustration, photography.

The Best Awards 2012 are seeking a mix of twelve creative experts to demonstrate that the Best Awards really do honour only the Best.  Rob’s inclusion in the panel will ensure the high standards met by previous winners continue to reflect in the quality of work chosen for the Best Awards 2012.  

Rob comments: “I am thrilled to be asked to be on the judging panel, it’s a real honour. We worked with the MAA to produce the Best Awards website and so to continue our involvement with them and the awards to help select the winners is fantastic. I am really looking forward to seeing the nominations, and judging by the quality of last year’s work I think this year is going to be a real challenge singling out the winners“.

All of us at Wickedweb congratulate Rob in accepting this prestigious position – well done!

Wickedweb is delighted to announce wagamama’s recent appointment as their full service digital marketing agency. Appointed after an 8-month competitive procurement process which saw 10 agencies shortlisted to 3 for the pitch presentation, Wickedweb is excited to say that work is already underway on the strategy to better engage the target audience online. 

wagamama is an award winning Japanese inspired global restaurant chain, targeting a wide range of audiences. The brand is in a strong position in the pan-Asian cuisine market, which is expected to demonstrate recovery and growth in 2012 / 2013, meaning our plans for the future will engage users just as restaurant dining expenditure returns.  Our ideas are innovative and ambitious, whilst looking to capture the brand’s Japanese influence and minimalist style, so that wagamama is positioned as the industry benchmark.

Stuart Wells, Managing Director at Wickedweb comments:

“We are absolutely thrilled to be working with the wagamama brand and team on their digital marketing.  It’s an account we really wanted to win, as the business and relationship values strongly mirrored our own, which we know leads to the best results.  We have some really ground breaking ideas that will help bring all the wagamama digital channels together, and in turn  position the brand as one at the forefront of digital within their industry sector”.

Brand engagement is everything to wagamama which resonates perfectly with us – as an agency it is at the heart of everything we do and we look forward to enhancing the digital landscape for this fantastic brand.

Ingrid Williamson – Director of Marketing at wagamama comments:

“Finding the right agency can be a challenge. You want to work with people who understand your Brand and simply ‘get it’. Wickedweb got it right from the start. We are thrilled to have appointed Wickedweb and look forward to some very exciting times ahead”. 

Wickedweb are well placed to deliver an effective digital solution.  We are drawing on robust experience in the food and drink industry with clients such as Ella’s Kitchen, and in addition can utilise our online brand engagement strategies as showcased by clients such as Gear4, Cosmetics a la Carte and The Lifehouse.  This is an exciting relationship and we look forward to engaging the wagamama audience and delivering a real brand experie