Frequently Asked Questions
Get to know a little bit more about Deer Designer
Account
When you sign up, you are matched with a dedicated designer that will do all the design work for you for as long as you’re a client.
You also get an account manager to make sure all your requests are clear and nothing is missing, and to facilitate the communication.
And after your designs are completed, a Quality Assistant will match your request with the completed designs to double-check that everything is okay and to ensure a high-quality design output.
You get a whole team, for a fixed monthly price. See our pricing page to decide which plan is better for you.
If you have more than 1 request in your design queue, your designer will work on them one by one until they’re all complete. And you can always switch priorities as much as you need.
As you grow and need more design work done at the same time, you can add more designers to your account. We’re built for scale. Some of our clients have over 6 designers working for them at any time.
Since we focus on building a relationship between you and your design team, the longer you work with your deer designer team the better will be your designs and the faster they’ll get to you.
If you think the service is not working for you, just drop us a quick email asking to cancel your subscription and you won’t be charged for anything else – and you can still use the service for the remaining of your billing period. Simple, hey?
You get access not only to the final files (JPG/PNG/PDF) but also the editable layered files (PSD/AI/INDD). We might showcase them on our portfolio, so if you’re not happy with that, just let us know.
Each of them will have their own account to send design requests to.
You can also request for them all to see each other’s tickets or only their own.
If you make changes on the file, please make sure to send it back to your account manager so we always have the latest updated file in case you need revisions in the future.
We currently work with Adobe Photoshop, Illustrator and InDesign only.
We’ll keep your files, links and requests active. You’ll still have access to everything but you won’t be able to request new designs or revisions while your account is on pause.
Your subscription will remain active and your design team available to you until the end of the current billing period after requesting to pause the subscription.
Starting from June 2024, VAT is included in our subscription prices for clients who live in the UK.
The overall subscription price will remain the same, but there will now be an additional 20% for VAT for UK residents.
Businesses registered for VAT can claim this back. If you’re unsure how VAT works, please visit the GOV website here.
Deer Designer is registered in the UK, therefore we need to adhere to HMRC’s guidelines, which require us to charge VAT on our services.
To make things easier for you, you can download your invoices from the Billing Portal on your dashboard.
All subscriptions come with a 14-day money-back guarantee. If you don’t get the value for you and your business, we’ll give you a full refund for your initial subscription fee within 14 days. You can read more about refunds on our T&Cs.
Speed & Turnaround Times
Depending on your plan, you can get the first draft (or revision) in up to 2 business days or faster. Turnaround times can vary based on the complexity of each request/revision and the brief’s clarity and level of detail. You can always ask your account manager for an estimated time.
Check our pricing page for a more detailed information on all plans.
We don’t set any limits. Since your designer is a real human, not a robot, they can only do one thing at a time. Having said that, nothing stops you from sending as many requests as you need and creating a queue/pipeline of requests.
If you have more than one (1) design request in your queue, they’ll work on them in order of arrival or priority (set by you). You can also ask your designer to pause a request and work on a more urgent one whenever you need to switch priorities, even if your designer is in the middle of an incomplete request.
Whenever you need more design work done at the same time, you can always add extra designers to your team. Some of our clients have between 6/8 designers working for them on their tasks.
You can submit as many requests as you need. Your designer will work on them in order of arrival, unless you’ve given a higher priority to a specific design request.
If you need an urgent request to jump up your design queue, just let your design team know or change the priority to “Urgent” and the team will pause whatever they’re working on for you and start working on that task before moving on to the others.
It’s all about the relationship between your designer and yourself. You can view all requests in the dashboard, so you can prioritize them as you wish.
Absolutely! As you grow and need more design work done at the same time, you can add more designers to your account. We are built for scale!
Most of our clients are web/marketing and growth hacking agencies that require a great number of design tasks at the same time. Some of them even have eight (8) of our designers working for them! We group those designers into squads, and they’ll work together on your requests so they all know your brands, clients, guidelines, and preferences.
We only work from Monday to Friday. We also take a 1-week break during the last week of the year as our designers celebrate Christmas and New Year.
When you send a design request, your account manager makes sure everything they need to start designing is in there (fonts, colours, copy, images, inspiration). If anything is missing, they’ll reply and ask for more information. Otherwise, your designer gets working on it right away.
We don’t set hourly limits, as you’re not charged per hour. You share your designer with a very limited number of clients; therefore, some days you’ll get more design work done and other days you might get a bit less. Although other design services allow around 10 clients per designer, we believe our ratio works better, so things don’t get rushed and your designer has more time to be creative and focus on details.
As long as there are requests in your design queue, you get a minimum of 2 hours per day of design work (apart from account management’s and quality control’s time). Since not every client sends in design requests every day, most days your designer is able to dedicate even more time to your requests.
We’re completely transparent about how we work, so reach out if you have more questions.
How long is a piece of string? Hard to say, right? You can request as many design tasks as you need (unlimited) but the number of designs you’ll get back depends on the complexity of each task and how fast you can give feedback on them. Different clients get different amounts of work done. Simple requests can take a few hours (a logo, a business card, social media posts, graphics for blog posts, etc) whereas more complex ones can take many days to be fully completed (a 16-slide Powerpoint deck, a 5-page website, etc).
No matter how many requests you need, as long as there’s a design task on your queue, your designer will be working on them every day. You will also receive daily updates even if the request is still in progress (e.g.: a 22-slide PowerPoint presentation). We guarantee complete transparency and honesty with all the communication.
That will depend on what you’re looking for and how organized you are with your briefs. You’d be surprised at how many “quick requests” we receive that end up taking days just because briefs are unclear or clients go back and forth with revisions for days. Creating designs isn’t the hard part; communicating clearly is.
In order for us to deliver amazing designs, our processes require at least one (1) business day for all requests and revisions. However, if you’ve been working with us for a while and your designer is already used to working with you, provided that your brief is clear and the request isn’t too complicated, they might be able to get it done within the same day. Just ask your account manager, and they’ll let you know if it’s possible.
Your Design Team
And it doesn’t happen often but if you end up not liking your designer’s style, we can always swap designers for you. No problem!
We also have processes in place to keep everything consistent across multiple designs, and each squad of designers has a Team Leader that coordinates everything for you.
We created an environment where they have the time to be creative, to focus on what they’re designing and deliver the best output for each request. We also promote a well-balanced work/life environment where our designers are never stressed out with too many requests. That way, we keep them happy and that reflects on their output.
As long as you have design requests on the queue, your designer will work on them every working day.
So, for instance, if your main design requests are Web Design related and one day you need a logo for a client, your designer will get someone in their Squad that is better with logos than them to help. Your designer is still responsible to make sure your preferences are followed, but in this way, you get the best of all worlds.
It does take time to build a relationship and get to know one another. If you’re not happy with the designs you received, let your designer know what you don’t like about them and send them examples and direction of what you’re looking for so they can learn your preferences and try again.
It’s impossible to get one designer that’s awesome with digital, print, illustrations and branding. Most designers are really great at a few things (e.g.: web design) whereas others are the best fit for print or branding work. That’s why each of our designers works in Squads, which are groups of 12 designers that share different skills. So, for instance, if your main design requests are Web Design related and one day you need a logo for a client, your designer will get someone in their Squad that is better with logos than them to help. Your designer is still responsible to make sure your preferences are followed, but in this way, you get the best of all worlds.
Each of our designers has a “buddy”. So whenever they take a day off or have an emergency, their buddy will pick up from where they left off. Unless your designer leaves the team (or aren’t available for that day), you’ll always work with the same designer.
We’re usually really good with our designer match but if you’re not happy with your designer or you just want another design style, we can always swap them for you. Let us know what design style you’re looking for and we’ll do the matching.
- Your designer decided to leave the company
- Your designer took a day off (sick/emergency/vacation)
- Your designer was promoted
Each designer works in a “Squad” with other designers with different skills: web designers, graphic designers, illustrators, brand designers, photo editors, and more. Whenever you send in a request that your designer is not great at, they’ll collaborate with someone on their squad who’ll be the best for that task. This way you always get the best of all worlds. Your designer is still responsible to oversee the task and make sure it’s aligned with your brand.
There isn’t a set time for replies/delivery, but as long as there’s a request in your design queue you’ll get daily updates, even if the designs are not completed yet. Sometimes it’ll be quicker and sometimes it might take a bit longer depending on the complexity of each request.
If you’d rather wait for them to return, just let your account manager know and we’ll make it work.
Communication
It’d be impossible to meet each potential customer in person as we have clients all over the world. We do customer-fit calls via video meetings to make sure we’re the right fit for you. Just let us know you’d like to chat and we’ll get it booked.
This way, other designers, your project manager and the QA team can have access to the requests and the whole conversation in case they need to help – or when your designer goes on holiday, for instance.
It’s also handy to have everything in one place in case your designer needs to check previous design requests and to make sure there’s no miscommunication.
Many of our clients record a 3-5 minute video/screencast explaining their requests as they find it easier. Other ways of sending design requests are using bullet-points or annotated images.
That’s also handy so whenever your designer is taking a day off, your account manager can get you a backup designer without interrupting the flow.
If your website is public, for sure! Unfortunately, we won’t hold any kind of login credentials due to data protection, security reasons and internal protocols. We’re not allowed to log in to your website or hold login details from our clients, even if it’s an account created especially for us.
Security issues aside, our account managers, the QA team and backup designers would also have to access your platforms as they’re all part of our internal processes. And if your designer is away for a day, another designer would be able to pick it up.
The best way to provide content is to send us images/screenshots/text documents/wireframes of what you have and your team will work on the designs from there.
Scope of Work
Feel free to check a more comprehensive list of common tasks in our scope of service.
Absolutely! We design landing pages, email newsletters, complete websites. 70% of our clients are Web Agencies so we design dozens of websites for their clients every day. We don’t do any code, though, just the designs.
Although we design many print designs (stationary, flyers, business cards, banners, etc, we’re not able to print them. We have clients all over the world and the costs of delivery wouldn’t be the best for many people.
We give you all the layered files (PSD, AI, InDD) along with any other assets (PNG/JPG/SVG) so you would either have to build it yourself or get help from a developer. We even export all assets to make it easier.
We do work with Canva, yes!
In regards to other apps, since there are many tools out there (VistaCreate, Offeo, Stencil, etc), the whole team would have to be trained on all of them in case your designer takes a day off, and that wouldn’t be realistic.
Right now we only work with Adobe Creative Suite (Photoshop, Illustrator, InDesign, Figma) and Canva, as we have all our processes streamlined.
We’d love to be able to use other tools (Adobe XD, Sketch, Invision, etc), but there are so many apps out there for Web/Graphic design and it’d be impossible to accommodate everything.
In order to support other apps, our whole team would need to be trained on all of them so if your designer is away, another designer would be able to pick it up.
If you send us a few sketches, we can create a storyboard and design the frames and illustrations for your video or animation. With the designs done, you could easily find someone to animate or turn them into a video for you.
If you’re on the Agency plan, your team will use Premium Stock photos on the designs they create for you.
If you’re on the Standard or Business plan, we will always source imagery from repositories free from commercial rights (e.g.: Unsplash, Pexels, etc).
If you do have an account with a repository such as Shutterstock, DepositPhotos, or similar, we’ll be happy to look for images on it and send you their IDs, so you can download them for us to use after you approve the final version.
Bear in mind that logos are very subjective, so the team will either nail it in the first go, or it might take a bit of back and forth/revisions until you’re happy.
Most of our clients are Web Agencies so we design hundreds of websites for them and their clients on a weekly basis. However, we don’t do any code, just the designs. We’ll deliver the mockup, the layered files (Adobe) and any exported assets you might need to build it. We won’t login to your wordpress/webflow/wix and upload the designs for you.
Unfortunately not. We only do design work. Our designers focus their time on the creative process, so any content/text you need on the designs should be provided on a text document for them to copy/paste. That’s also a way to avoid typos and mistakes.
We design all the slides in Photoshop/Illustrator and after you approve them, we give you the individual assets/graphics so you can upload them to your presentation (Powerpoint/Keynote/G Slides). This way you have more control of the presentation and can make quick edits on the go.
We can also design your slides in Photoshop/Illustrator and, after you approve them, we can upload all the graphics into Google Slides and send you a link so you can copy/edit/download it.
Yes, you can use the service for as many brands/companies you need. Most of our clients are Web or Marketing agencies, which means we work with multiple brands for each of them on a daily basis and we keep all their brand guides and history so you don’t have to keep explaining their preferences every time you send in a new design task.
Since we’re a graphic design service, we only work with Adobe Software (Photoshop, Illustrator, InDesign). We support JPG / PNG / PDF / EPS / SVG. If you need a different file format, please check with your account manager to see if we’re able to accommodate.
Not only that, but account managers, designers and the QA team would have to access your platforms too as they’re all part of our internal processes (checking the tickets and making sure the designs match the request). And if your designer is away for a day, another designer would have to be able to pick it up.
If you do have a specific font you’d like us to use, just provide the font file and the license to your designer and they’ll use it on your designs. After the design is delivered, the designer will remove the font from their computer.
Quality & Revisions
We provide unlimited revisions so you can change your designs as much as you need. Your designer will only stop when you’re 100% happy with it – no designer ego here!
If you need inspiration, feel free to check the design samples on our website. If your designer thinks there’s a better way of designing something you requested, they will throw in an alternative for you to choose from. This way, other designers, your project manager and the QA team can have access to the requests and the whole conversation in case they need to help – or when your designer goes on holiday, for instance. It’s also handy to have everything in one place in case your designer needs to check previous design requests and to make sure there’s no miscommunication. Many of our clients record a 3-5 minute video/screencast explaining their requests as they find it easier. Other ways of sending design requests are using bullet-points or annotated images.
If you make changes on the file, please make sure to send it back to your account manager so we always have the latest updated file in case you need revisions in the future.
You can see some of the things we’ve been working on here.
Still have questions? Let us help!
