From Walkaway to Win: How Our Website Discovery Process Saved the Day

What’s a Website Discovery Process, Anyway? #

During the website discovery phase, we take time to figure out what your business really needs from a website and turn that insight into a plan that works. It’s a full-scale strategy session to get everything right before a single line of code is written (usually—unless we're doing a more technical discovery where we may work on a proof of concept). Here’s how it shakes out:

• Get Clear on Goals: Why does this site exist? Whether it’s boosting sales, engaging leads, or simplifying operations, we’ll map out what success looks like and how to get there.
• Assess Your Current Site: What’s working? What’s not? We’ll do a thorough internal site review and analyze metrics with Google Analytics to find gaps, pain points, and opportunities.
• Understand Your Audience: Who are we building for? By nailing down your target audience and creating user personas, we figure out what they need and how your site can deliver it.
• Figure Out Technical Needs: From integrations with CRMs to backend systems, we’ll lock in the technical requirements to make sure your site works beautifully from day one.
• Link in Stakeholders: No surprises here. We’ll get your team involved early and often to keep everyone on the same page, from marketing leads to IT managers.

How the Discovery Phase Changes Everything #

Skipping the discovery process might feel like taking a shortcut, but it’s more like driving off without checking the fuel gauge. Sure, you’ll move forward—but not for long. 

Here’s why discovery process is so important for web design and development projects:

#1 Saves Time & Money #

A well-planned site doesn’t just meet expectations; it avoids pocket-emptying mistakes. Discovery reduces the risk of rework, delays, and budget bloat by setting clear priorities upfront.

#2 Keeps Focus on the Audience #

If your site doesn’t connect with your target audience, what’s the point? A thorough website discovery process means your web design and features will align with the needs of real users—not assumptions.

#3 Creates a Clear Way Forward #

When everyone understands the goals, vision, and roadmap, the whole team can move together confidently. The website discovery phase is the ultimate rally point.

#4 Future-Proofs Your Investment #

Whether it’s a custom website or an upgrade to your existing website, discovery helps you build something that grows with your business.

#5 Turns Ideas into Action Plans #

It’s one thing to have a vision—it’s another to make it happen. Your website discovery connects the dots between big goals and real-world results.

Building a new site? Make sure you craft it with brand identity in mind. Read “How to Create a Strong Brand Identity” for more!

A True Solspace Story: What Happens When You Skip Discovery #

Ever given a friend really good advice to stop them from getting themselves in a sticky situation, only to be ignored?

That’s pretty much what happened here. 

We mapped out the perfect plan for a client’s new website, based on a thorough website discovery process.

But when it came time to follow through, they had other ideas. They thanked us, politely declined, and went hunting for a quicker, shinier solution.

Spoiler alert: it didn’t work out.

“This Looks Easier—Let’s Try That” #

Here’s the thing about the discovery phase: we’re not just trying to sell you extra work. We’re setting up your web project so it doesn’t implode halfway through. But this client didn’t quite get that.

We uncovered gaps in their current website, pinpointed how to better serve their target audience, and nailed down the technical requirements they needed for success.

But the plan we presented didn’t match the shortcuts they’d hoped for. So they walked away, ready to tackle things with another agency that promised speed over strategy.

When “Faster” Backfires #

Cut to a few months later.

The shiny solution wasn’t so shiny anymore.

The new team skipped an internal site review, didn’t do the proper user research, and totally overlooked some key business objectives. What they built was a site that didn’t work for the client—or their audience.

By the time they realized the scale of the issues, the project was way over budget, the site was half-functional at best, and the frustration was through the roof. 

That’s when we got the email…

“Okay, You Were Right” #

It’s not every day a client comes back, hat in hand, and admits they took a wrong turn.

We’ll be honest: taking over a half-baked site isn’t exactly our favorite way to start a project. 

But we listened to their story. They learned the hard way that ignoring the findings of the discovery phase wasn’t a shortcut—it was a costly detour.

They were grateful that we took the time to listen and fully understand their situation, and we felt good about making the choice to show them what it looks like to work with an honest agency that puts their clients' needs first.

After weighing the risks, we decided to take the project back on. But this time, they were ready to do it the right way.

Making Things Right #

We started by revisiting the original website discovery session and using it as a guide to fix what was salvageable.

What couldn’t be saved, we rebuilt from scratch, making sure the work aligned with their business objectives and actually worked for their target audience.

This time, we didn’t skip the essentials.

User research? Check.

Technical requirements? Covered.

Same page? Absolutely.

Slowly but surely, the project came together. By launch day, the new website was more than functional—it was the solid, scalable solution they’d needed from the start.

What We Both Learned #

For them, this experience was a crash course in why you need to take the website discovery process seriously. For us, it was proof that leaving the door open, even when a client walks away, can pay off.

We don’t hold grudges. We know people sometimes have to learn things the hard way. But when they come back with a fresh perspective, we’re here to help turn things around.

Their return to Solspace—and our willingness to help—gave us a chance to demonstrate that we mean what we say about our commitment to customer success.

Leaving the Door Open Works #

This experience drove home something we’ve always believed: it’s our responsibility to understand what clients really need—even when they don’t realize it yet.

We believe it's our responsibility to listen carefully and ask the right questions to figure out what problems to solve. That’s how we help our clients get the most out of their investments. 

Sometimes, though, clients need to take their own journey to get there. That’s why we don’t slam the door shut. We part ways respectfully, leaving room for them to return when they’re ready—with clearer priorities and renewed trust.

This story shows that patience and an open door can turn a temporary "no" into a lasting partnership.

Want to Start Your Own Website Discovery Process? #

The discovery process is the difference between “this might work” and “this will work.” It’s where we figure out what’s holding your existing website back, align your business objectives, and create a plan that delivers the results you actually need.

A strategic discovery phase ensures your site isn’t just functional—it’s a growth engine for your business.

Don’t wait until you’re halfway down the wrong road. Let’s get it right from the start.

Let’s build your discovery plan.