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Well done, Paul. Any successful site design or redesign must start with an understanding of objectives, else one is setting up an eventual failure. The challenge is that many clients have not thought through what those objectives may be. As the web becomes more sophisticated and complex, it is more challenging for the client (and quite honestly some web devs who are more technical than consultative) to establish recognizable and attainable web objectives. The redesign client should seek out the expertise that will guide them through a process, whether it be from the web designer or a third party consultant.
Thanks again for highlighting this critical phase of successful development.