As a digital project manager, one of the most critical aspects of managing a website project is ensuring clients remain invested and happy throughout the process. Client engagement goes beyond just keeping stakeholders informed; it’s about building trust, fostering collaboration, and ensuring that their vision is seen/heard every step of the way. Keeping clients actively involved can lead to better outcomes, reduce scope creep, and ultimately contribute to a successful project delivery. A win-win for digital agencies and client teams alike.
Here are some effective strategies to keep client teams engaged during a website project:
Maintain Regular Communication
Communication is the backbone of client engagement. Without regular updates, clients can feel disconnected or uncertain about the project’s progress. Even if there’s nothing major to report, regular check-ins show the client that you’re actively managing their project and are on top of things.
We use a mix of communication channels — from weekly project updates via email to bi-weekly meetings. This keeps everyone in the loop and gives them a chance to ask questions and/or voice concerns early.
Actionable Tip: Set up recurring meetings, whether they’re weekly or bi-weekly, to review progress. Share a summary of completed tasks, any potential risks, and what’s coming next. This transparency builds trust and keeps communication flowing both ways.
Involve Clients in the Decision-Making Process
When starting a project, we want to be sure the client understands the process and the time commitment needed on their part, such as providing content or approvals/sign-offs. By having these conversations upfront, we help clients understand that their input is vital to the project’s success.
We always want clients to feel connected to their project and have a say in important decisions. We found it’s best to avoid doing a “big reveal” after long stretches of work or at the end. Involving them sooner in key stages of the website’s development — like refining color schemes, reviewing wireframes, or providing feedback on user journey — helps allow their input to go into each step of the process. We have found clients appreciate being part of the creative process and feel more ownership of the project. Create a workflow where clients can easily leave feedback on design elements, content, or functionality.
Actionable Tip: If you or your team have any questions for the client or want to ensure you’re on the right track, try jumping on a quick call with them. This not only keeps things moving but it will also strengthen your relationship with the client!
Break the Project Into Manageable Phases
A large website project can feel overwhelming to anyone who doesn’t live and breath website redesigns – especially if they’re not familiar with the web development process. Breaking the project down into smaller, manageable phases allows for easier concentration and gives clients a clear sense of progression. During each phase – whether it’s research, design, development, or QA – we have milestone meetings where clients are invited to review the work and provide feedback.
This approach is intended to prevent anxiety about the scale of the project and reassure those involved that progress is being made as planned. Plus, completing each phase successfully builds momentum and excitement about the next steps.
Actionable Tip: After each phase, send an overview of what to expect in the next phase. This keeps the client informed and looking forward to what’s to come.
Keep the Energy High & the Momentum Going
Website projects take time and can fell like they are dragging on, especially during the longer phases like development or content creation. To maintain interest and attention, it’s important to keep the energy levels high. We stay involved, excited and communicative throughout so that the project feels fresh and full of forward momentum.
One way to do this is by creating a sense of progress and excitement along with every milestone. We don’t wait for the final launch to showcase exciting achievements – we show visual mockups, interactive demos, or sneak-peeks into new features to spark energy. Also, be sure to celebrate each small win and share positive updates regularly.
Another strategy is to maintain enthusiasm and optimism in communication. We’re a pretty positive bunch and have found that because we’re excited about the project, it rubs off! We even use phrases that convey momentum, such as “we’re making great progress,” “we’re on track for the next phase,” and so on. Most importantly, we THANK our clients often for their time, input, and effort – we know it’s a heavy lift on any team! Everyone wants to be valued and appreciated and we try to express it.
Actionable Tip: Share “teaser” previews of new designs, features, or functionality before they’re fully implemented. These sneak-peeks help the client look forward to what’s coming next!
Educate & Empower Clients
Many clients may not have a deep understanding of web design and development processes, which can sometimes lead to frustration or confusion. We empower clients by educating them on the stages of development, the tools we’re using, and why certain decisions are being made. When clients understand the reasoning behind design or functionality choices, they can be more confident and involved in the process.
Consider providing resources, blog posts, or even short training sessions to help everyone understand concepts like user experience (UX) design, SEO, or responsive design. This helps to bridge the knowledge gap and builds trust.
Actionable Tip: Create simple, client-friendly guides or FAQs that explain the technical aspects of the project. During calls, have your team take a moment to explain, in layman’s terms, why certain choices were made.
Celebrate Wins & Milestones
Finally, make sure to celebrate progress! Whether it’s a design approval, the punctual completion of their to-do(s), or a client’s birthday — acknowledge these accomplishments. Positive reinforcement boosts morale and helps maintain a collaborative relationship. It also reminds clients that they are part of a team working toward a common goal.
Actionable Tip: Send a “thank you” email or even consider sending a small gift or token of appreciation at the end of the project.
Conclusion
Client engagement is not a one-time effort — it’s an ongoing process throughout the life of the web design project. By setting clear expectations, maintaining communication, and involving clients in key decisions, we can foster a strong relationship that results in a more successful website launch and a happy client. Keeping clients invested requires active listening, open-mindedness, and a proactive attitude. By following these tips, digital project managers can ensure that clients remain committed, informed, and enthusiastic every step of the way.
