Recently, W Hotels launched an iPhone app to bring signature sounds and insider access to guests at their properties around the world. The W Scottsdale, a swanky property nestled in the heart of old town, came to us to help create a few pieces to help them market the app to visitors.

Splinter designed and produced collateral to announce the app, as well as strategically placed QR promotional decals that scan to “Get the App!” We were also commissioned to create iPhone replicas, which were used to train their staff on how the app works. After some creative brainstorming, we came up with a solution that resembled the actual size, shape and look of an iPhone. They were a hit! Another W property saw images of the replicas and actually thought the W Scottsdale had used real phones for training. Needless to say, the replicas were pretty spot on.

The new app is way rad, allowing guests to book their stay, order in-room service, or even request fresh towels. My personal favorite feature of the app streams music curated by Michaelangelo L’Acqua, the W’s global music director. The app gives you an option to listen to it at that moment or to purchase it on iTunes. It also detects your location to display any hotels near you and offers the ability to post on Twitter, Facebook and Foursquare.

This effort by W Hotels will surely add value to your stay and provides the progressive type of service their brand has come to be known for. Now, if I could just replicate their poolside experience, sitting at my desk today might not be so bad.

Here at Splinter, we look forward to every Ignite because we are the lucky ones who get to design the ever-evolving Ignite Phoenix programs! This time around, we did our best to take things to the next level by transforming a once static piece of paper into an interactive conversation starter.

The back of the Ignite Phoenix Program, with instructions for folding and playing the conversation starter.

Based on the grade school game commonly referred to as a fortune teller (aka cootie catcher, chatterbox, salt cellar, or whirlybird), we created a new diversion aimed at sparking conversation among attendees. Once folded, the person initiating the conversation would ask their new acquaintance to choose a category, pick and number and then answer one unique question. While not everyone seemed to have encountered the game during their childhood, it definitely made for an intriguing display of amusement shared by all.

The front of the program and matching CD face design inspired by old school mix tapes.

For the past three Ignite Phoenix events, the team has included with admission an amazing collection of local music on CD. We did our best to entice with a design inspired by old school mix cassette tapes. Matching the modernist style of the program design, the CD was imagined to look like a tape reel using very basic geometric shapes and colors.

Were you one of the lucky attendees of the last Ignite Phoenix? If so, did you engage others with your program?

Every designer dreams of working with clients who value design, provide constructive feedback, collaborate in a productive fashion, and yet at the same time, know when to step aside and let the experts do their thing. While this is ideal, it’s not the most typical behavior, especially within small design firms. Dealing with a customer that feels they are the “authority” on design can be problematic, especially if their opinion rivals the principles of good design.

The knowledge a client can provide on their business and industry can be invaluable, so I’m not trying to argue with their authority. Everyone is, or strives to be an expert in their own disciplines – But what weight should their opinion carry as it relates to design? At what expense of the final product? These are often the same customers that self diagnose problems. They know their problem, they know exactly how to solve it… So why are they hiring a design firm?

“If you think it’s expensive to hire a professional to do the job, wait until you hire an amateur.” Red Adair

Contrary to popular belief, I don’t believe the customer is always right. So how does one handle a customer who wants you to design a pile of garbage? If you can flush that out in the beginning, the answer is obvious – don’t take the work. But what happens when you find yourself thinking, “Please go away, I just want this project off my plate”? You’ve already lost interest in the success of the project and now relinquish creative expertise to become a “revision robot” — which can ruin creativity, morale, client relationships, and the overall quality of work.

Now, let’s take a look at the underlying problem; there comes a point when any designer or creative team becomes disconnected with a project like I’ve mentioned above. As a project manager, I get to see the frustrations and elations from both sides. If a business owner is adamant about his or her opinions, it’s likely that no amount of research or expertise can persuade them, and it typically goes something like this: “I’ve started oodles of successful businesses, I know what I want, and I want to pay you to execute what I need.” Seems pretty cut & dry, right? Try approaching your creative team with this (and make sure to bring a helmet). All kidding aside, it can be a very tough position for a project manager, especially if the design team has already lost interest. And as a PM in this situation, you’ll definitely earn your paycheck.

Ever had feedback like this from a client?

Client: “It doesn’t do it for me.”

Project Manager: “Can you tell my why? Or describe what you’re envisioning and why?”

Client: “Not really, I just don’t like it.”

Project Manager: “But we feel that the design follows the objectives outlined in the brief and represents a solid visual solution for you.

Client: “Do you have any other designs for me to look at?”

At this point, half of me does not want to fight a horse that won’t drink, while the other half of me wants to dunk my head under water and scream. If it gets to this point, I know I probably did something wrong. To avoid this happening again, it’s important to go back and try to pinpoint when it might have slithered away from my grips. Sometimes this situation may seem unavoidable, but there’s always something(s) you could have changed or approached in a different way. Luckily,  there are oodles of resources out there to combat this, including the AIGA. It’s a great resource for designers and project managers to reference when working through tough situations. Check it out. The AIGA offers helpful insight for everything from contracts to ethics to client management. You might be surprised what you learn.

In all reality, no process is bulletproof. Although we strive for a perfect process, there will always be hurdles. That’s just life as a project manager. But at what point does one feel a professional responsibility to steer the customer from the perils of a really bad idea and/or execution? We all have a boiling point – so when is it okay to pull your rip chord in the middle of a project? Is that an acceptable way to get out? How much time is reasonable to spend educating customers about what good design is, your process, or how it can help them? For me at least, it seems dependent on our workload, the size of the project, and the relationship with the client. How much “good” work do you have already? Can you afford to turn them away?

We’ve all dealt with customers that flat out don’t care about the design process, but still expect award-winning work to somehow be miraculously conceived. The obvious thought would be to not work with such clients. But let’s be realistic. Bills need paying, you’re contractually committed, and this problem may not have been obvious during the proposal or discovery phases.

Here are few of my thoughts on how to prevent being “butchered”:

1. Explain your process up front and make sure they understand what you do and don’t expect from them.
2. Keep them involved as much as they desire or as much as the project requires them to be.
3. Get approvals in small, incremental phases. This will prevent any surprises. If they are approving each baby step, it’s much more difficult for them to change directions on you. It’s also much easier to bill more when they do.
4. Provide an explanation of how the proposed solution fits the problem. This should already be outlined in the brief or in a Scope of Work document.
5. Don’t work yourself to death trying to educate or explain to someone that believes they know everything. Do what they ask and move on. Even if you’ve provided this type of client the best solution in the galaxy, they wouldn’t know it.
6. Take deeper breathes. Keep it professional and stay poised. Complete the project per their instructions. Then, once all the deliverables are completed, refer them to another firm. Make sure to explain why you may not be a good fit and thank them for their past business.
7. Go back through your process and change something to make sure this doesn’t happen again. Learn from it!

I recently received feedback on a logo proof we spent a considerable amount of time on before presenting initial concepts to the client. The response from the client was, “It doesn’t look like you spent any time at all on the logo concepts.” Given that the client requested a clean and simple logo, I took that as a compliment. This was the same client that didn’t complete the creative brief – because he was “too busy.”

“Simplicity is the ultimate form of sophistication”
- Leonardo Da Vinci -

Your first inclination might be to start explaining how design works. Go ahead and stop yourself right there! Your time would be better spent putting your shoestrings into a French braid.

I can’t imagine any project manager or creative professional achieving very much fulfillment from being a “key stroking slave”. Continue seeking customers that are engaged in the process, value good design, and have a genuine interest in the success of the project. This type of client provides a critical perspective needed to arrive at the best solution. And to be honest, I just don’t want to live any other way.

So how do you deal with a project when the client doesn’t know what they want? Or when you’re expected to keep designing until they “see something that resonates?” Feel free to weigh-in with some of your own experiences. I know I can’t be the only one that has trouble getting the client to “take the butcher’s word for it”.

You may think that once we have agreed upon a contract, your work as the client is done. But, staying in-tune throughout the entire process is important to your project’s success. Often times we find that clients may become unresponsive to or unaware of a project’s progression. This causes the project to be delayed, giving us no other option but to redirect our time and energy towards other things.

We’d like to put it this way: We care about your project as much as you care.

We want to create work that is thoughtful, efficient in time and cost, and that satisfies your goals. But, we need your help to make it happen. Below is a list of ten ways that you can stay alert and engaged in the process with us:

10 Ways to Show You Care:

1.  Always give ample time when submitting projects.

Quality work takes time. We want to give your project our utmost attention, but we can only do this if you provide us with enough time to evaluate, create, refine and produce.

2.  Know what your goals are.

The more you know about what you are looking to accomplish, the better opportunity we have to design something that fits your needs. We want to hear about your vision, understand your target audience, and benefit from any prior research you have done before we begin working on your project.

3.  Provide as much information as possible.

The best way to avoid wasting time and money is to provide us with all the information you have about a project up front. Come to us with a solid idea of your budget, technical specifications and time constraints so that we can make sure our process moves forward smoothly.

4.  Never expect something for nothing.

We love coming up with creative solutions – and we’re good at it. But, it’s also how we pay our bills. Expecting us to show you our visual concepts or brainstorm strategy with you before you decide to pay for these services is asking us to work for free. Unfortunately, this compromises the quality of our work, as we cannot spend an appropriate amount of time to thoughtfully develop a project that is out of contract. Not to mention, working for free diminishes the value of our work and the contributions we make toward your business objectives.

5.  Separate your personal preferences from that which is best for your business.

We all have different ideas about what we think looks best. But, when it comes to designing visual content for your business, we believe it is best to leave creative decisions to an experienced designer. Our designers make decisions about how something should look based on the qualities of your brand identity and the intended function of the material being created.

6.  Communicate effectively.

In order for your project to move forward in a timely manner, you must respond quickly and constructively to all types of communication. Never assume that we know what you are thinking. You must keep us in the loop every step of the way. Ask questions if you are unsure of something.

7.  Realize that nothing we do is “cut and paste”.

We know that it may seem like a “quick fix”, but most of the time, even small changes require a significant amount of our time and attention. We don’t believe in slapping things together around here. If you ask us to do something, we’re going to take the time to do it right. We ask that you acknowledge this practice and plan accordingly.

8.  Proof-read and provide valuable feedback.

We do our best to deliver a product that is detailed, accurate and fits the needs outlined in your project goals. If we have missed something, we depend on you to let us know. When you are presented with a proof for creative work, take the time to look it over thoroughly and get back to us with well-directed feedback.

9.  Understand the rights you have to our work.

When you engage in a contract with us, we will explain what types of files and permissions you are entitled to with regard to that specific project. Be aware of what entitlements are included with your project so that there is no confusion later about what we are willing to provide.

10.  Pay your invoices on time.

Nothing shows your mutual respect more than paying on time for a project delivered on time. We know that there are times when you may not be able to meet this expectation. Letting us know ahead of time if you are unable to make a payment on time shows us that you care about our relationship.

Did you find these tips useful? Or have you experienced similar situations and would like to add to the conversation? We would love to hear your thoughts!

Phoenix Design Week – It’s the inaugural event and it’s happening October 21^st – 25^th. The week will be filled with exhibits and galleries featuring the work of local graphic artists, interactive and motion designers. Phoenix Design Week kicks off on Friday with the Typophile Film Fest at MadCap Theatres and then moves to the weekend conference at the downtown convention center. The lineup of guest speakers looks amazing and it is sure to be the start of something great. Visit the PhxDW website to purchase tickets and get all the details. The folks here at Splinter are looking forward to checking out the exhibits and taking in some knowledge from the speakers. Should be a great one!

Ignite Phoenix #5 – This pile of awesome was brought to life by a group of folks passionate about lighting a fire under the Phoenix creative community. Gearing up for the 5^th installment of Ignite, Splinter is eager to jump in and help out again by providing killer design services along with a few other juicy items. In fact, we’ll be donating enough goods and services that we’ve been offered the opportunity to put together a 30 second spot showcasing who we are and what we do. Hopefully it turns out as awesome as this video by @bwilley and @krysvs from Ignite Phoenix #4.

PodCamp AZ 2009 – Originating in Boston, Massachusetts and heading into its 3^rd year, this event takes the original concept of PodCamp and changes it up a bit to meet the needs of Phoenix. Contrary to its name, this event isn’t just about podcasting, it’s about the creation and delivery of new media and how people use the information. Taking place November 14^th and 15^th at the University of Advancing Technology, this unconference has been coming together over the past several months and is sure to be the different event you’re looking for. And hey, it’s FREE. If you’re interested in sponsoring or attending this new-media focused event, make sure to check out the website for more info. While the event is new media based, we’ll be assisting the crew with some printing and graphic needs as the date nears.

The only question I have… Who’s coming with me?

[kml_flashembed publishmethod="static" fversion="8.0.0" movie="http://www.splintercreative.com/flash/Splinter_Banner.swf" width="600" height="200" targetclass="flashmovie"]

[/kml_flashembed]

As a designer who works mostly in static media, I’ve always wanted to delve deeper into understanding Flash and the ActionScript involved in creating dynamic visual elements. This week I began my exploration into learning basic Flash elements to improve our client’s ability to communicate in an increasingly web-centric market.

I am starting with a basic knowledge of how Flash works, but I also understand that what goes on behind the scenes is a much more complicated thing. If you’ve ever tried to learn another language as an adult, you know my frustration in learning ActionScript for the first time. I know what I want to say, now I just have to figure out how to say it in AS! My first assignment was to develop a basic Flash image gallery with scrolling thumbnails. This is an element that many companies with a web presence could find useful, from displaying examples of their own range of work to showcasing event photos, etc. You can see my work below!

[kml_flashembed publishmethod="static" fversion="8.0.0" movie="http://www.splintercreative.com/flash/flash_scrollingGallery.swf" width="600" height="450" targetclass="flashmovie"]

[/kml_flashembed]

What is astounding is the amount of scripting that goes in to something that, on the surface, seems so simple. I’ve pasted below only a small portion of the language that sits behind the visually pleasing surface of this basic Flash gallery.

If you are unfamiliar with any sort of web development, this might surprise you. (If you are familiar, go easy on me, I am just starting out!) In any case, creating Flash elements is, to say the least, a time consuming endeavor. If you are in the market for something like this, be sure to expect a legitimate turn-around time if you want your message to be exceptional. One lesson to take away is that there is a lot more than what meets the eye when it comes to moving messages!

Wikipedia refers to Environmental Graphic Design as, “the profession embracing many design disciplines including graphic design, architecture, industrial design and landscape architecture. Practitioners in this field are concerned with the visual aspects of wayfinding, communicating identity and brands, information design, and shaping a sense of place.”

I couldn’t have said it better myself, but of course I’ve got a few things to add using layman’s terms. Environmental graphics have the ability of transforming any setting into an informative, mind-blowing advertisement… or at least they can depending on how risqué the client wants to get. Whether you’re looking to advertise on your store front, or take an outdoor branding campaign to new heights with building size graphics, the array of materials available today gives you endless possibilities.

We recently completed a set of window graphics and building banners for the City of Tempe’s new parking garage. The new structure not only offers some much needed parking to the Mill Ave. area, it boasts 12,000 square feet of office and retail space. Our job was to create a campaign that not only met city code for exterior signage, but presented information in a clean and highly visible manner. Needless to say, we nailed it.

And window graphics are just the tip of the iceberg. Environmental graphics most commonly show their face in windows, on buildings or a variety of other outdoor applications, but most don’t realize their extensive capabilities indoor as well.

Currently the hottest trends in environmental graphics, digitally printed wall murals and floor graphics can be applied to any flat, non porous surface. Looking to cover a portion of the floor, or an entire hallway? No problem. 3M adhesive vinyls make any project feasible no matter the scope.

Probably the coolest thing about printed wall murals, besides their ability to be fully customizable, is their flexibility allowing the graphic to take on the texture of the surface to which it’s being applied. Take a look at an example we did for the City of Scottsdale (that’s not paint people).

So whether you’re looking for a new way to communicate your brand’s message, direct customers through your store, or just make a wall look absolutely killer… give environmental graphics a shot. I assure you, they won’t disappoint.

In case you haven’t already heard, Splinter Creative is pleased to announce we are among the Top 10 Advertising Agencies of 2009 in the state of Arizona.

Splinter would like to to thank everyone who took time to cast a ballot during the 2009 voting period, and ask that you help us make it to #1 spot in the 2010 issue of Ranking Arizona Magazine.

Voting is as easy as 1-2-3…

1. Go to http://rankingaz.azbigmedia.com/
2. Click the toggle button that says “Search by Name”
3. Type in Splinter Creative
4. Enter your email address and click the button that says “Cast my Vote”

Okay, so maybe that was 4 steps but you get the point.  You can vote every 60 days for each different email address that you have. Voting will conclude at the end of July, so get your click on and help Splinter show the valley what “mad skills” look like on paper

What can I say, it’s nothing but the best here at Splinter Creative when we get down to celebrate… But when you’re at the office popping some bottles to make mimosas, it doesn’t really matter now does it

After grinding it out for 8 months between client projects, we officially launched our new website this morning.  I mean… you gotta do the work that pays the bills first, right?  Needless to say, we sprouted a few grey hairs and had a few disagreements, but we’re proud to announce a fully functioning site complete with eye candy, anecdotes and useful information about all the services we have to offer you in the upcoming year.

The new site features a distinctive home page (you may want to click the home button a few times and check out all the awesome images), a capabilities section packed full of info and photorealistic examples, and a ton of new portfolio pics showcasing some of our favorite work.

We also added the “request a quote” feature allowing current and future clients to submit a query with ease, a downloads section to get the goods from Splinter and various links to connect with us on our social networking sites.

If you haven’t checked it out already, what are you waiting for?!?  Click the home button up top and let us know what you think by sending an email to marketingpr at splintercreative.com

Sadly, it’s time to get back to work after a morning full of high fives, mimosas and other things we can’t mention on here We hope you enjoy all the cool aspects of our new site, and we look forward to hearing your comments.

To view the press release, click here

After only its thrid gathering, Ignite Phoenix has officially taken the valley by storm.  As I pulled in at 5 mintues to 6, I was overwhelmed with the amount of cars in the parking lot, and even more blown away by the number of people inside at the Tempe Center for the Arts (Awesome venue btw!)  Surprisingly, I was able to snag a last minute seat amidst the sea of people, and after a few brief minutes of technical difficulties, the show began.

With about 300+ peeps in the room, it was no shock the fire marshall had to put the smack down.  I guess the room technically only held 220 (which we all know gets fudged here and there) but luckily the TCA stepped up their game and made it happen.  As I walked backed in after intermission, a mysterious TV and chairs had been setup outside the hall with a live feed to accommodate the overflow… Ahhh technology, gotta love it!

While all the preso’s rocked, these made my list for “Gnarliest of the Night”

• - Austin Baker’s “20 Answers to 20 Unanswerable Questions” – Entertaining way to end the night as well as enlighten us on the mythical question of whether a tree makes a sound in the woods if no one is there.  In the words of Austin Baker, “Why’s the damn tree falling anyway?” @austinmiles

• - Chanelle Richardson’s “The Art of Enjoying Food” also intrigued me… For being a tiny woman, she knew a lot about how to enjoy food and make the best out of every meal.  Considering I hadn’t eaten dinner, her presentation had me running for the nearest food joint as soon as Ignite ended @iamchanelle

• - Dan Messer’s “Toilet Training – A Study in Connective History” was a great way to start the night.  I mean… anytime you can talk about the history of toilets and work in bacon is just flat out rad.  I give him major props for this @SonoranDragon

• - And last but certainly not least, Derek Neighbors took over the stage with, “Nothing Defines Humans Better Than Their Willingness to do Irrational Things in the Pursuit of Phenomenally Unlikely Payoffs.”  Not only did he make us all realize we are all suckers, he had the crowd hooting and hollering like he was on stage at the improv.  His energy level really took the evening to a whole new level. @dneighbors

A huge thanks goes out to the Ignite Phoenix crew for getting a hold of Splinter to help out with the event.  We look forward to helping out however we can at the next event in June.  Can’t believe we just happened to meet the Ignite guys at Twestival Phoenix, and it turned into an awesome sponsorship opportunity.  Crazy huh?  Twitter rocks!

If you just read this and are asking yourself, “What the hell is Ignite Phoenix?” Take a peak at their website here

Last but not least, if you want to check out some pics (not from a camera phone like the one above) from all the Ignite Phoenix events to date, visit their Flickr Group page here – I saw some people with pretty hardcore cameras in there, so my guess is there are some great shots floating around.