Once you submit your request, it enters a Processing stage. During this time, our design leads carefully review your brief and all provided details to ensure we have everything needed to begin working on it. If there are any questions or additional information is required, our team will reach out directly in the task comments to clarify and align on expectations.
We encourage this early clarification, as it helps set a strong foundation and leads to better design outcomes. You can learn more in How Clarifying Questions Early Lead to Better Design Results.
During the Processing stage, there are a few special considerations to keep in mind, as every request is unique and the Turnaround Time might vary:
Complex Requests
Some projects may need more time or fall outside your subscription scope. If your request is more complex or includes multiple elements, we may extend the turnaround time. However, if it is out of scope of your subscription, we highly suggest upgrading your plan, so you can also have the team with the most appropriate skillset work on your request and deliver the best designs within the expected turn around times.
Our team will evaluate your request based on factors such as:
The complexity of the design.
The size and volume of the project.
The number of design variations requested.
Specific skills required, specially for Website & UI Design Requests
And for video requests, the length or level of detail needed.
In some cases, the request may be split into parts for organization, without changing the overall timeline.
Multiple Deliverables
When a request includes multiple sizes or design variations, our process is to first deliver one version for your review and approval. Once that initial version is approved, we’ll move forward with creating the remaining sizes or variations. While we work on the remaining sizes, the request status will be set to Resizing.
Why we work this way:
This approach helps us save time and avoid unnecessary revisions. By refining and finalizing one version first, we can ensure the direction is exactly right. Once we’ve aligned on the design, the remaining sizes or variations can be completed efficiently and will fully reflect the approved look and feel.
If you prefer all sizes to be delivered at once, please make sure to note this in your task instructions and provide the necessary details so the team can follow your request accurately.
Important Note on Video Requests
To ensure every project gets the attention it deserves, we focus on one unique video concept per request.
Multiple Unique Concepts: If you need more than one distinct video, we recommend splitting them into separate requests. This keeps your dashboard organized and your projects moving.
Prefer to keep them together? No problem. We can manage multiple concepts in a single request by using milestones. We’ll focus on one masterpiece at a time to ensure a faster, smoother approval process.
Minor Variations: Need different sizes or small tweaks to the same concept? These stay in the same request! We just ask that the original design is approved first to ensure the foundation is perfect before we scale.
Revisions
Our goal is always to deliver the complete design on the first try but sometimes a revision is part of the process. Whether it’s a small tweak or a bigger direction shift, we’re here to collaborate with you until it feels right. It is all part of the natural learning curve.
The turnaround time for revisions depends on:
The complexity of the changes
When the revision was submitted (anything sent after hours is picked up the next business day)
If a revision involves a complete redesign or new variations, it may be handled as a new request and follow standard turnaround times. To help us get it right from the start, we encourage you to provide as much detail as possible in your request:
A clear, detailed brief
Visual references or examples
Straightforward instructions
The more context you provide upfront, the faster and more aligned the outcome will be.
Our team is committed to working with you until the final design hits the mark.
Prioritizing Requests
You control request order by dragging and dropping items in your queue.
The request at the top of your queue will always be scheduled first when a slot is available.
Once the team delivers your task or the first round of variations, we look forward to hearing your feedback! You can easily share your thoughts through the Feedback Tool.
Pro Tip: Submitting clear and detailed briefs, sharing your assets properly, and planning ahead will help us deliver top-quality designs right on time.
Need Help?
If you have any questions remember that support is just a click away. Use the chat feature to connect with a Customer Success Representative who can provide real-time assistance.