How it works

We start with your customers, not a template.

My background is in Service Design: studying how people actually experience a business, step by step. Here's how that turns into a website that brings in customers, from the first conversation to the day you get the keys.

  1. Step 1

    Discover

    Week 1

    We talk about your business, your customers, and what a "win" looks like.

    What happens

    • A relaxed conversation of about an hour, in person or on the phone
    • We talk about who your best customers are and how they find you today
    • I look at your current site and a few local competitors

    You get

    A one-page summary of your goals and what to fix first.

    Your part

    About an hour of your time, and honesty about what isn’t working.

  2. Step 2

    Map the customer journey

    Starter: week 1 · Standard: weeks 1–2

    I follow a real customer from their first Google search to your front door.

    What happens

    • I search for your business the way a customer would, on a phone
    • I note every question they have and every spot where they get stuck
    • We agree on the few things that will make the biggest difference

    You get

    Starter: a 20-minute walkthrough together and a short list of the top fixes. Standard and Custom: a full written journey map like the sample below.

    Your part

    A quick review call to confirm it matches what you see in real life.

  3. Step 3

    Design and build

    Starter: weeks 1–2 · Standard: weeks 2–4

    Pages designed to answer those questions and get people to act, built to load fast on any phone.

    What happens

    • I write and design your key pages, starting with mobile
    • You review a clickable preview, not a confusing file
    • Revision rounds are included, and plain-English feedback is welcome

    You get

    A working preview of your new site that you can tap through on your phone.

    Your part

    Photos, logo, and feedback. I’ll tell you exactly what I need.

  4. Step 4

    Launch and hand-off

    Starter: weeks 2–3 · Standard: weeks 4–6

    Your site goes live, and you walk away owning all of it, with 30 days of backup.

    What happens

    • Speed, mobile and accessibility checks on every page
    • Google Search Console and analytics set up, and old links redirected so you keep your rankings
    • 30 days of included fixes and tweaks after launch

    You get

    Every login (domain, hosting, site), a 15-minute walkthrough, and a site you own outright. No monthly plan. Need a change later? Text me and I’ll quote it first.

    Your part

    Tell your customers! I’ll give you ready-to-post announcements.

Step 2, up close

What a customer journey map looks like

This is the step most designers skip, and where the biggest improvements usually come from. Each column is one moment in a customer's experience: what they're thinking, where they got stuck, and what we changed.

Sample journey map: a brunch café in Flagler Beach

This is the kind of map you get in step two. It follows one customer, a visitor staying in a beach rental, from searching on their phone to sitting down at a table.

  • Where they got stuck
  • What we changed

  1. Search

    "Brunch near me… what’s open right now?"

    StuckTheir website didn’t list hours at all, so they assumed it was closed.

    FixPut current hours at the top of a fast site, with a Reserve button.

  2. Compare

    "Does it look good? What do people say?"

    StuckThe menu was a blurry PDF that was hard to read on a phone.

    FixBuilt a real menu page that loads fast and reads well on a phone.

  3. Decide

    "Is there a wait? Can we bring the dog?"

    StuckThe answers were buried in old Facebook posts.

    FixPut quick facts at the top: patio, pets, parking, typical wait.

  4. Book

    "Can I just tap to call or reserve?"

    StuckThe phone number was part of an image, so it couldn’t be tapped.

    FixAdded tap-to-call and a simple reservation form.

  5. Return

    "That was great. What was it called again?"

    StuckNothing on the site gave them a reason to come back or leave a review.

    FixAdded a one-tap review button and a seasonal specials email sign-up.

My promises

What working together feels like

  • No jargon

    If I can't explain something in plain English, I shouldn't be charging you for it.

  • No surprise invoices

    You get a fixed price before we start. Changes in scope are agreed in writing first.

  • No lock-in

    You own your site, your domain and every login, and you can leave anytime.

Let's map your customer's journey.

The free consultation is a mini version of step one. You'll leave with at least one idea you can use, whether or not we work together.

Book a free consultation or call (386) 503-1069