Zoom in, zoom out, connect: the Mandelo Methodology

Zoom in: understand first

Every project starts by zooming in. On your goals, your customers and what they expect from you. We do not do that from behind a desk, but together with the people who carry the brand: the founder, the board or the marketing team.

In concrete terms, that means a brand or discovery session, desk research into your market and competitors and, where it helps, conversations with customers or employees. We capture what already works, what must stay and what can be improved. And we agree in advance on the criteria we will use to make choices. That way, the conversation is about direction, not taste.

Zoom out: the bigger picture

Then we zoom out. A brand is not only experienced on the homepage, but at every step of the customer journey: a search result, a proposal, a form, a customer portal or a phone call. We look at how brand, design, processes, systems and technology work together there, and where they get in each other's way.

This phase produces the customer journeys, the user flows and the structure of a website or platform. We often spot opportunities here that nobody expected. A connection with the CRM that saves manual work, or a brand architecture that brings order to a collection of brands.

Connect: bringing everything together around the customer

Only once the bigger picture is clear do we start making. We connect the parts around the customer into one coherent experience. That might be a new visual identity, a website, a digital platform or the integrations that let systems talk to each other.

We work in clear steps, with two feedback rounds per phase. We build websites in a staging environment, so you can follow along as everything takes shape. Before launch, we train your team in managing the site, so you can carry on yourself.

And then it really begins

A great digital experience is never finished. Customers change, technology changes and your organisation grows. That is why we zoom in again regularly after launch. Every quarter we schedule a meeting, at no extra cost, to look at what is going on and what will have the most impact. That way the methodology is not a one-off project, but a rhythm.

Want to get started yourself?

Three questions to start with, even without us:

• Do you know what your customers expect from you, and have you ever asked them?
• Where in your customer journey do people drop off, and do you know why?
• Do your brand, your website and your systems work together, or does each sit on its own island?

Hard to answer? Then zooming in is a good first step. Schedule an introduction and we will look together at where you stand.