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Retainer Communication

Progress Updates​

Account Managers​

When sharing an update with a merchant its important that the update contains tangible information that will benefit the merchant. Please be as descriptive as possible in the update providing a clear explanation (technical or otherwise) behind the reason for the message.

Estimate missed or work hasn't been delivered on time?​

Update the merchant as soon as you can, ideally before an estimate runs over or before an agreed deadline.__

It's important to get ahead of this at the earliest opportunity, e.g. if a task has a 2hr estimate and the designer/developer has spent 1hr but requires an additional 1hr to complete the task (3hr total estimate) inform the merchant as soon as possible. Provide a clearly written message explaining:

  • Why we have yet to deliver what was promised
  • The extra time required to complete
  • A new expected date/time for delivery

Designers/Developers​

Please make sure you notify your Account Manager as soon as possible if:

  • You require more time (than the initial estimate) to complete a task
  • There are potential risks to the delivery of a piece of work

End of Day Updates​

Account Managers​

Share a quick end of day message with the merchant updating them on the progress made as well as any next steps (if necessary). A suggested approach could be a brief Basecamp message as follows:

Hi X,

Hope you've had a good day.

I just wanted to share with you an end of day update so you have visibility on the work carried out thus far:

  • Ticket 1 (share link to ticket): This is now ready for release and will be released X
  • Ticket 2 (share link to ticket): We're still working on this but should have it with you by X
  • etc.

We'll send over any specific updates regarding those tickets as and when we have them for you.

Kind regards, X

Designers/Developers​

Please make sure you send your Account Manager a summary of the following, at the end of the retainer day:

  • Work carried out during the day & their current status
  • Any supporting information / blockers that have caused unexpected impacts on the delivery of the work you have carried out

Sharing Work with the Client (for Client Review)​

Account Managers​

We don't want to introduce additional back and forth with the client by being nondescript when releasing work for their review. Therefore ensure that when we share work that the updates follow the above principles. If they don't, please request that developers edit their original message to ensure that they do.

Developers​

Ensure that we provide granular information to the merchant to provide them with visibility on:

  • The work we have delivered
  • How they can preview the work
  • What they need to test / provide feedback on
  • Considerations or impact of the work delivered
  • If new functionality, document setup/configuration instructions as a new User Guide added to the User Guide area of the projects retainer board

What information should we provide as part of this update?​

  • Store name, theme name & preview URL
  • Description of work we have delivered
    • If any further work is required, explain what that work is
    • If you have noticed anything during development that hadn't previously been factored, clearly explain what those are and what you recommend as next steps
  • Provide screenshots to support your description
  • Provide a screencast to support the work being shared (no requirement for audio unless beneficial to merchant, this is at your discretion). Content of video should include:
    • How the work looks on the frontend across different browser sizes
    • How the merchant can setup & configure / manage the functionality we are releasing (customiser, metafield, metaobject etc.)

Best Practice Example​

In this example we have shared the following:

  • Theme name & preview url
  • Clear written description outlining:
  • Issues we had spotted during development & the work we have done to resolve them
  • Additional considerations that were observed during carrying out the work
  • Supporting screencast demonstrating work carried out
  • Supporting screenshots & imagery referencing work carried out
  • Clear instructions on how the client can test the work we have delivered

Following these basic guide rails will ensure the client remains fully informed and further improve the service levels that we already provide.

Any questions or concerns regarding the above then please don't hesitate to reach out to Evan or Pat.