Clients must supply clear functional goals, essential brand assets, and defined constraints, but do not need to micromanage daily execution. We translate commercial objectives into technical and creative delivery, requiring decisive feedback at scheduled review stages rather than step-by-step oversight.
Division of responsibilities
A successful project relies on a clean split between client intent and studio execution. Work passes through our three departments: Operations & Client Services, Creative, and Technology.
* Operations & Client Services: Manages the project schedule, monitors scope, coordinates approvals, and handles communications. All inquiries flow through this team via the Ask Xylo chat on this portal during studio working hours (Monday to Thursday, 09:00 to 17:00 GMT). * Creative: Translates approved briefs into interface designs, brand identities, and visual assets. This team requires your parameters and reference points, not direct hands-on art direction. * Technology: Engineers technical architecture, codebases, and integrations based on functional specifications agreed during scoping. * Your role as the client: You define the commercial problem, confirm technical integrations, provide raw source materials, and issue formal sign-off at agreed milestones.
What you must supply
To move a project from an inquiry to an active schedule, you must supply the operational core of the project. If you are ordering fixed-scope work, specifications are outlined directly on the packages page. For bespoke commissions, our team issues a formal quote within 48 hours of receiving a complete brief.
At minimum, your initial direction must include:
1. The primary objective: What the deliverable must accomplish commercially or operationally. 2. Fixed constraints: Deadlines, existing infrastructure, software dependencies, and non-negotiables. 3. Brand and functional assets: High-resolution assets, style guidelines, access credentials, and raw copy. 4. Sign-off authority: A nominated decision-maker who reviews deliverables and consolidates internal stakeholder feedback.
You do not need to provide wireframes, layout mockups, or technical architectures unless you already have rigid internal engineering requirements. Specifying exact button colours or code implementations often slows down delivery; defining user journeys and business outcomes produces better results.
The sequence of engagement
Direction is provided in structured phases rather than continuous ad-hoc exchanges:
* Step 1: Briefing and quotation: You submit your initial brief. Operations & Client Services clarifies gaps (first reply target is within 24 hours) and issues a bespoke quote within 48 hours of having all details. If referred by an existing partner, your 10–30% discount is confirmed in writing on this quote. * Step 2: Onboarding and asset handover: You provide access keys, repository permissions, and assets. Work does not enter production until all mandatory inputs are gathered. * Step 3: Milestone delivery and reviews: We present work at designated milestones. You receive structured review windows to test, evaluate, and provide consolidated written feedback. * Step 4: Final sign-off and deployment: Upon final review approval, technical deployment or file delivery takes place. Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site.
Common failure cases
Projects encounter delays or added costs when direction breaks down. The most frequent failure cases include:
* Conflicting feedback: Multiple stakeholders providing contradictory instructions. We require one consolidated set of instructions from the nominated lead. * Scope creep disguised as feedback: Requesting fundamental changes to functional requirements during late-stage milestone reviews. Changes outside the agreed scope require a revised quote and separate production schedule. * Asset bottlenecks: Delayed delivery of text copy, account access, or visual media. Production pauses when prerequisites are absent, shifting completion dates accordingly. * Protracted review periods: Taking weeks to approve an interim deliverable. Studio schedules are strictly managed Monday to Thursday, and long periods of inactivity risk the project losing its dedicated production slot.
Client readiness checklist
Before initiating a project or signing off on a bespoke brief, ensure you have prepared the following:
* [ ] Defined commercial objective and target audience. * [ ] Nominated single point of contact with final approval authority. * [ ] Necessary credentials, API access, and domain permissions. * [ ] Brand guidelines, vector logos, and source imagery ready for handover. * [ ] Budget confirmed in line with our non-refundable deposit terms. * [ ] Availability to review milestones within standard operating hours (Monday to Thursday, 09:00 to 17:00 GMT).