When we begin working on any web project one of the first questions we ask ourselves is who is the client and what do they need this site to do. This seems like a perfectly innocuous question but it actually can be very hard to answer. The person or company who commissioned the site is, of course, the client. However in seeking to please a client, it’s very easy to forget the ‘other’ client, the actual users of the website. To deliver a truly successful website, we have to create something that balances the client’s needs and wishes with the needs of the end users.