How it looks on the process map: the marketing step sits in the plan alongside the others, marked as run by our partner. You don’t have to coordinate two contractors — we take responsibility for the hand-off.
Process
Everyone says “end to end”. Here’s what it means for us
Six stages, each with a deliverable you keep, a named owner and a clear communication channel. You can check it rather than take it on trust.
Stages
Six stages, six deliverables
Every stage ends with something that stays with you — not a report on work done.
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Step 01
Discovery: defining the problem
We work out what has to change in the business — not “which pages the site will have”. We look at the processes and fix the goal, the success metric and the budget range.
- Led by
- Analyst, tech lead
- Channel
- Meetings and on-site observation
You get Process map, roadmap and metrics passport
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Step 02
Design: you see it before a line of code
You see the future product in advance: structure, user flows, a clickable prototype. Changes at this stage cost hours, not weeks of rework.
- Led by
- Designer, tech lead
- Channel
- Prototype demos, comments in the mock-up
You get Prototype and design system
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Step 03
Development: working in the open
In iterations: every one to two weeks we show a working piece of the system, not a progress report.
- Led by
- Development team, project manager
- Channel
- Demo every one to two weeks, shared chat, task board
You get Working system and source code with IP transfer
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Step 04
Launch and training
Launch by checklist: domains, integrations, analytics. We train your staff on the system before we move into support.
- Led by
- Project manager, engineer, trainer
- Channel
- On-the-job training, video guides
You get Launch checklist, trained team and before/after figures
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Step 05
Support
The system runs — and that’s our responsibility, not “ping us if anything comes up”: monitoring, updates, incident response within agreed times.
- Led by
- On-call engineer
- Channel
- Support channel, ticket tracking
You get SLA with defined response times
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Step 06
Evolution
We watch how the system behaves with real users and improve what will have the biggest effect — based on numbers, not guesses.
- Led by
- Analyst, project manager
- Channel
- Monthly review of the numbers
You get Iteration plan
Deliverable
The project metrics passport
A standard document on every project we run. It is completed at the first stage and defines what we will count as a result.
- What we measure
- Time to process an incoming request, from receipt to reply
- How we measure
- CRM first-response-time report, one-month sample
- Baseline
- 40 minutes on average
- Target
- no more than 5 minutes
- When we measure
- in the second week after launch and after one month
- Who is responsible
- project manager on Define’s side, head of sales on the client’s side
We are accountable for the tool’s metrics — speed, conversion, share of automated operations — and we show how they affect the business numbers. The boundary of responsibility is agreed before kick-off and written into the contract.
Partnership
Marketing — together with a partner
We build the tool: the website, the system, the integrations — and make sure the traffic that reaches them turns into leads. Traffic itself is a separate profession.
Marketing on our projects is handled by our partner Lyudmila Litvits, an expert in targeted advertising for small and medium businesses. We work together on the MBSL project, so the hand-off is well rehearsed: the tool and the promotion follow one logic.
First step
What happens after you get in touch
- 01 We reply within two business hours (Mon–Fri, 9:00–18:00, UTC+5)
- 02 A 30-minute call to clarify the task
- 03 We send a proposal with an estimate and a timeline range
Questions
Questions about the process
Can we start somewhere other than the first stage?
Yes, if the earlier stages are already done — for example, you have a working prototype or a specification. We’ll review the materials and tell you plainly whether they’re a sound basis for development. Skipping the analysis altogether almost never works out cheaper: that’s where we establish which number the project needs to change.
What if a stage reveals that the task is different?
That’s a normal outcome of the analysis, and far better than discovering the same thing during development. We rework the roadmap and recalculate the estimate — before any budget is spent building the wrong thing.
How often will we be in touch?
During development — a demo of the working part every one to two weeks, plus a shared chat for day-to-day questions. We don’t write separate status reports: instead of a report, you see the product.
Who handles marketing after launch?
Our partner Lyudmila Litvits, an expert in targeted advertising for small and medium businesses; we work together on the MBSL project. The marketing step is built into the plan at the analysis stage, and our job is to make sure the traffic it brings turns into leads.
Let’s start by defining the problem. It’s free.
Tell us what you want to change in your business — in one conversation we’ll work out which tool solves it, what it costs and when it pays off.
- 1. We reply within two business hours (Mon–Fri, 9:00–18:00, UTC+5)
- 2. A 30-minute call to clarify the task
- 3. We send a proposal with an estimate and a timeline range