Our team’s project methodology has been tested and honed over thousands of digital deliveries. We work with consistency and structure across all of our projects, while adapting the details of project phases for specific client situations.

Our Tactical Approach: The 5D Methodology

Phase 01


We begin by prioritizing goals, objectives, and KPIs for the project. This phase will typically require workshops, research, data and document collection, and often involves input from cross-functional stakeholders.

  • KPIs
  • Project Plan
  • CX Audit
  • SEO Audit
  • Content Audit
  • Data Audit

Phase 02


We then document functional, creative, and technical requirements. Activities include defining core user personas, and developing key use cases and workflows in order to establish initial directions for the content strategy, UX and visual design. During this time the engineering team identifies initial technical requirements and begins to draft technical and infrastructure design.

  • Functional Requirements Document
  • Multi-Channel Structure Definition
  • Analytics Strategy
  • Authoring Workflow
  • Journey Map & IA Definition
  • User Flows
  • Directional Prototypes
  • Content Map

Phase 03


Now we begin locking down the specifics of the functionality, content, experience and technical design. Hero structures UX and Creative as staggered sprints, with Creative trailing UX by a minimum of one (1) week, thus allowing the team to evolve the visual language while more detailed interactions are mapped. Once UX is finalized, an established visual design can then be extended to the rest of the experience for production.

  • Usability Test Results
  • Content Metadata Matrix
  • Taxonomy
  • Final Sitemap
  • Final Wireframes
  • Prototypes (3-4 use cases)
  • Content Planning matrix
  • System Architecture
  • Tech Design Doc
  • Content Migration Plan

Phase 04


During this phase, we build out all of the requirements specified during previous phases and documented in the final, approved Functional Requirements Document (FRD), Technical Design Document (TDD) and/or User Stories. Hero can develop all front- and back-end source code and integrate with existing 3rd party systems, existing source code and software packages. We take a sprint-based iterative approach and manage tasks using agile tools. This allows QA to be integrated throughout the phase so we can identify and correct potential issues early on.

  • Template/ Component Spec
  • Front-end Templates & Components
  • System Configuration
  • User Story Development
  • Environment Build
  • System & Software Integration
  • JIRA Setup & Training
  • Production Design Style Guide
  • Visual QA
  • Production Assets
  • QA

Phase 05


To prepare for launch we migrate code to the final environment, and perform final integration tests and final QA of the site in the live environment. Depending on the client’s needs, Hero can assist with populating the site with new content as well. Hero will also prepare a testing checklist and provide a bug-tracking system (most often JIRA) for clients to submit final issues and comments. We ensure all issues are resolved prior to submitting the site for User Acceptance Testing. Upon final acceptance of the site, Hero will deliver all final documentation and discuss maintenance or optimization options.

  • Final Training Document
  • All Final Design files
  • Revised Annotated Wireframes (as needed)
  • QA Test Plan
  • Launch Assistance
  • Launch Execution and Stabilization

Phase 06


During the optimization phase, we work with you realize value and drive results. We work with a joint roadmap as well as the benefit of a monthly insights meeting, using our observations from your CX performance, and making recommendations on how to mature.


  • Feature Roadmap
  • Marketing Roadmap
  • Technical Roadmap
  • Analytics and Reports
  • Monthly Insights
  • Ongoing Feature Releases