QA Standards

• All content and requests in the DCT must be implemented within scope.
  • If the request is out of scope, builder must leave a note as to why this was not followed.
  • If builder is unsure about the scope of the request, technical clarification should be submitted.

Example: In this instance, DCT requested that no commerce elements would be included in the build, but store elements were added

• Information provided in the pages of the DCT should be present.

Example: In this instance, content was requested to be pulled from the existing site, but the tagline was omitted

Overview

The Design Consultation Tool (DCT) is your primary resource during the website creation process. It provides all the instructions, assets, and guidelines compiled by the customer and a Website Specialist or, in some cases, by the sales team. While the DCT is a crucial tool, there are instances where instructions might be unclear or ambiguous. In such situations, it’s important to exercise your professional discretion to enhance the website’s quality, particularly when the instructions are minimal or when best practices should take precedence.

When to Adhere to Instructions

In most cases, it is essential to adhere closely to the instructions provided in the DCT, especially when they are clearly written, within scope, and make sense for the website’s purpose. Many customers may have a strong attachment to their old site or specific ideas they wish to see reflected in the new build. When a customer has had a detailed consultation with a Website Specialist, we want to honor their specific requests—even if they don’t align perfectly with best industry practices. This approach ensures we respect the customer’s vision and intent.

When to Use Your Discretion

However, there are scenarios where your discretion becomes particularly important:

1. Leapfrog Sites:
   • Minimal Information: Sometimes, you’ll work on leapfrog sites, where the DCT is filled out by the sales team who may not spend as much time understanding the customer’s preferences. These sites often have minimal instructions, making it crucial for you to apply your expertise and best industry practices to create a polished and professional website.
2. Unclear or Inconsistent Instructions:
   • Ambiguous Directions: If the DCT contains unclear or inconsistent instructions, use your judgment to make decisions that improve the site’s quality. For example, if the color scheme or layout seems off or not suited to the industry, consider making adjustments that will enhance the user experience and maintain the site’s integrity.
3. Exceptions to Adherence:
   • Best Judgment Calls: Even with clear instructions, there may be cases where adhering strictly to the DCT could negatively impact the website’s usability or aesthetic appeal. In such cases, it’s appropriate to use your discretion to make necessary changes, provided you document these decisions and communicate them clearly.

Examples of When to Use Your Discretion

1. Color Choices:
   • DCT Instruction: The customer requests a bright neon green and pink color scheme for a law firm’s website.
   • Your Discretion: Recognizing that these colors are unconventional for a professional setting, you might opt for a more subdued and professional color palette, such as navy blue and white, while still incorporating the customer’s preferred accent colors in a subtle manner. This maintains the site’s professionalism while respecting the customer’s initial input.
2. Font Selection:
   • DCT Instruction: The DCT specifies a playful, decorative font for all body text on an e-commerce site selling high-end jewelry.
   • Your Discretion: Understanding that readability and elegance are key for high-end products, you could choose a more appropriate, clean serif font for the body text, reserving the decorative font for headlines or accent areas. This ensures the site remains readable and sophisticated, aligning with the product being sold.
3. Layout Decisions:
   • DCT Instruction: The customer suggests a crowded homepage layout with multiple call-to-action buttons, images, and text blocks.
   • Your Discretion: Recognizing the importance of a clean and focused homepage, you might simplify the layout by highlighting one primary call-to-action and reducing visual clutter. This improves user experience by guiding visitors more effectively through the site’s key messages.

Rationale for Using Your Discretion

When you use your discretion, consider the following:

• Customer Intent: What is the core goal the customer is trying to achieve? Your discretion should enhance the site while still respecting the customer’s objectives.
• Best Practices: Rely on your knowledge of web design best practices to guide your decisions. If something in the DCT clearly looks off, using best practices can ensure that the site remains functional, aesthetically pleasing, and aligned with industry norms.
• Feedback Loop: If you decide to use your discretion, document the rationale and communicate these changes to the customer or Website Specialist. This ensures transparency and can prevent misunderstandings down the line.

Be the Expert

The DCT is a critical tool that guides your work, but it’s not always a perfect or final blueprint. As a builder, your expertise and judgment are invaluable in the site-building process. By making informed judgment calls, especially on leapfrog sites or when instructions are unclear, you can ensure that the websites you create are not only true to the customer’s vision but also optimized for the best possible user experience and industry alignment. Remember to adhere closely to well-defined instructions, but don’t hesitate to use your discretion when it’s clear that a better result can be achieved.

Overview

Builder discretion is crucial when the Design Consultation Tool (DCT) contains unclear instructions. However, discretion can sometimes be misapplied, resulting in a site that fails to meet customer expectations or industry standards. This guide explains when a site might be flagged for this error, focusing on cases where unnecessary changes were made, instructions were ignored without cause, or poor judgment resulted in subpar outcomes.

‘Builder Discretion Was Taken, but a Better Option Was Available’ Will Be Marked When

1. Unnecessary Use of Discretion:
   • Example: Ignoring clear, industry-aligned instructions from the DCT, leading to a worse design or functionality.
2. The Builder’s Decision Made the Site Worse:
   • Example: Discretion leads to a design or functionality change that detracts from usability or overall site quality.
3. Failure to Follow Clear Instructions:
   • Example: Ignoring well-defined instructions that would have yielded a good result, without valid justification.
4. Poor Judgment on Unclear Instructions:
   • Example: When the DCT leaves room for interpretation, the builder made a decision that placed content in an illogical or inappropriate location, disrupting the site’s flow and user experience. A more logical, standard placement would have better served the site’s functionality and aesthetics.

How to Avoid This Error

• Evaluate Instructions: Follow clear, best-practice instructions unless there’s a compelling reason not to.
• Consider Outcomes: Ensure discretionary changes will genuinely improve the site.
• Document & Communicate: Record and explain discretionary decisions.
• Seek Input: When in doubt, consult with peers or supervisors.

Conclusion

Use discretion to improve the site, not just to make changes. The goal is to enhance the user experience and align with customer expectations.

Example: In this example, the DCT specifically requested a heading to be used over the contact form, but a different heading was used