Frequently Asked Questions

HOW DOES THE COMMERX PROCESS WORK?

As we advance through the phases of our project together, we cycle through the revision process and confirm each approval with a physical sign-off in order to ensure that the work being completed is meeting the success criteria laid out at kick-off. Physical sign-off is completed following each of the Plan, Design and Code milestones. We use each sign-off as a check, so that both parties know what work has been approved and included in the scope as we get closer to Launch.

NOW THAT WE’RE WORKING TOGETHER, WHAT DO YOU NEED FROM ME?

As partners creating your web project, the more we know about you and your company the better. We hope to receive an array of digital files from you, including:

  • Marketing documents and language
  • Any existing logo files (ideally in .eps format)
  • Existing brand guidelines, if you have them
  • Designed documents including brochures, posters, ads etc.
  • Images and photography you are currently using both internally and externally
  • Any internal strategic documents that are relevant and you are comfortable sharing (including communications plans, marketing plans, or other things that may be pertinent to the way information is used and displayed on the site).

WHICH OF MY ACCOUNTS DO YOU NEED ACCESS TO?

There are some accounts that are required for every project we work on, while some are needed only if we are working on a specific platform (like managing your Twitter, for example). If there are platforms you will be using for which you don’t already have an account, we are happy to create the accounts on your behalf. Regardless of the account we are accessing, you can be confident that your privacy and security are our first priorities. The usual suspects include: FTP info, CMS info, domain registrar access, Google access and email server info. Don’t worry if those aren’t familiar acronyms, our detailed account information document explains them all, and we’re always here to answer questions.

HOW DO I SEND CONTENT AND FILES OVER TO YOU?

We use Dropbox internally to store all of our files, and we also use it to share folders and large files with our clients. When we start our project with you, we will create a shared folder where you can place any and all files we’ll need to collaborate. Dropbox is easy to use, but if you’re new to it we’re always happy to help with setup and answer any questions.

WHAT ARE WIREFRAMES AND WHY DO WE NEED THEM?

Wireframes are the web equivalent of architectural blueprints. They are visual representations of the site structure that allow us to map the content and functionality of a website (or app or other digital creation) without investing unnecessary time integrating other design components (like colours, fonts and images).

ONCE THE WIREFRAMES ARE APPROVED, HOW DOES THE DESIGN HAPPEN?

Wireframes are essentially functional line drawings and, once approved, our designers work from them to create digital image files (generally in Photoshop). We use these images to represent the website throughout
the design process. Once the design is approved, our developers convert those images into functional websites using a number of coding languages (like HTML5 and CSS3).

WHY IS MY WEBSITE DESIGN FILLED WITH “LOREM IPSUM” TEXT AND STOCK PHOTOS?

When our design team works on a project, they use lorem ipsum “dummy text” and stock photos to give a sense of what the design will look like without forcing you to have content ready at the start of the process.When the content is eventually added, its structure should be based off of the placeholders used in the design (ie. If there are 100 words of written dummy text on a page, then 100 words of real content will be needed to fit the page in the finished site. Or, if a photo used is in landscape orientation in the design mockups, the photo chosen for the final site should also be landscape.)

WHO DEVELOPS THE WEBSITE’S CONTENT?

Unless the scope of our project together specifically includes copywriting, content generation, photography or other content-specific tasks, the content is up to you. Even if we are helping with generating content, we’ll need assistance making sure that what is going on the website is consistent with the rest of your marketing materials, communicated in the tone you want, and includes correct and up-to-date information. Content (both writing and photography) is notorious for holding up the process of website creation. We will work with you to create a realistic content timeline so that when development of your site is complete it looks and reads just how you’d hoped.

HOW IS CONTENT ADDED TO THE WEBSITE?

Once content is finalized, it is imported into the website’s content management system (CMS) by the Commerx development and project management teams.

IS THERE A MAXIMUM AMOUNT OF CONTENT THAT COMMERX WILL IMPORT INTO THE SITE?

Yes and no. We take responsibility for making the website look and feel exactly as planned in the scope of our project. This includes adding the text, images, buttons, etc. to all of the pages we designed and populating dynamic parts of the website with enough content to make them functional and attractive. That said, websites need to be updated over time, and an infinite amount of content can be added to areas like blogs, resources, and news pages. If a large amount of unexpected content addition is requested, we work with you to determine, on a case-by-case basis, the best way to handle the associated costs.

WHAT HAPPENS IF I WANT TO MAKE CHANGES THAT AREN’T INCLUDED IN THE SCOPE OF THE PROJECT I SIGNED-OFF ON?

We’re always happy to accommodate changes in order to deliver web projects that meet all of your needs. Additional changes that are out of the scope we agreed to just require a separate work authorization that details costs of the changes/new components. We won’t do any work without getting your approval first.

YOU ASKED ME FOR MY DOMAIN REGISTRAR INFORMATION – WHAT DOES THAT MEAN?

If you already own your domain name, then the website you (or someone on your behalf) bought your domain name from is your domain registrar. Large registrars include Go Daddy, Network Solutions, and Name Cheap, but there are many providers out there, most of whom provide similar service at a similar price. We need your username and password to be able to login to your account and make changes required at launch. If you don’t own your domain already, we are happy to purchase it on your behalf.

YOU ASKED ME FOR MY FTP INFORMATION – WHAT DOES FTP MEAN?

FTP stands for File Transfer Protocol, and it is used to transfer files from one host to another over the internet. English: your FTP information allows us to access a server on the web where your files are hosted. If you have an existing website, FTP access will allow us to look at the files online which include the code, images and other files stored there.

WHAT DOES LAUNCH MEAN?

After completion of the Commerx QA process and final approval from you, the website is deployed from a staging site to the production server and then a change is made with your domain registrar so that your domain name takes users to the new website. The change required with your domain registrar can take up to 24 hours on their end, so once we “flip the switch” we wait excitedly to see the finished product live!

WHEN IS THE BEST TIME TO LAUNCH?

Launching a website is a process that requires a strategic plan. Industry or company events may influence the timeline of launch, but as a general rule the best time to launch is early in the week (Monday – Wednesday) and in the morning.

WHAT IS REQUIRED IN ORDER TO LAUNCH?

Before going live, there are three parts of our process that we always adhere to:

  • Commerx QA completion: our team (Art Director, Lead Project Developer, your Account Manager and our Director of Digital Strategy) reviews the site to confirm that it looks great, functions properly, and does everything we agreed upon.
  • Client signoff: your opinion is the most important – we get sign-off from you before deploying the site.
  • Balance of payment: our process requires that balance of payment be received before the site goes live.

WHEN IS OUR PROJECT TOGETHER COMPLETE?

Following final approval and project launch, our project together is complete (as per the scope agreed upon in our original proposal and sign-off.) We are always excited to continue partnering with our clients and embarking on other projects together, so even though the technical work on the project is complete, you can expect regular check-ins from us.

WHAT HAPPENS IF I NEED SUPPORT AFTER THE WEBSITE HAS BEEN LAUNCHED?

Once your new website is launched, we will still be available to assist with any problems you may encounter. If your site is hosted on our server we will provide database management services and support whenever you may need them. If you do experience any issues that Commerx was responsible for within the project scope, the cost of resolving them will be included in the project. Issues caused by extraneous factors can be resolved by our team, at our hourly billing rate.

WILL I BE ABLE TO UPDATE MY WEBSITE BY MYSELF?

Yes! You will be able to make content changes to your website whenever you need to. Your website is built with a content management system on the back-end that allows changes to be made quickly and easily. We will provide you with an User’s Guide that will give you the tools to confidently make changes when necessary.

WHAT IS A CONTENT MANAGEMENT SYSTEM?

A content management system (CMS) is a web app that allows publishing, editing, and storage of content on your website. The CMS allows you to make changes to your website with no knowledge of code or development techniques. Many different CMS options are available, but most of the time we use WordPress. Wordpress is flexible, easy to use, and open-source. Since the software powering WordPress is open-source (free for anyone to download and editable by the public) it is constantly being improved and updated and is
familiar to almost all web developers.

NOW THAT MY SITE IS LIVE, WHAT DO WE DO?

A website is a huge project that generally stirs up the requirement for a lot of additional work you may not have expected – content writing, photography, strategic planning…the list goes on. Congratulations on being done! As you may expect though, for many businesses and individuals, the website is just the beginning. Your site will require maintenance and content updates to stay relevant, and it will perform best if you keep tabs on analytics and measure specific goals based on what you want to achieve. Whether you predicted it or not, there is always more work to be done, and we are happy to help. Feel free to contact us (through your account manager if you have one) if you need advice in any of the areas we specialize!

  • Web design and development
  • eCommerce integration
  • A pp design and development
  • Marketing and communications strategy
  • Analytics and reporting