All businesses need to deliver something to somebody, toasters for example. You can walk into any number of stores and there are 35 different kinds of toasters: big ones, small ones, modern, 50's styled, etc. You pick the one with the chrome finish and the extra wide slots, take it home and what have you gained? A toaster? No, Toast. You purchased the ability to have toast.
How does this relate to the design process? It works like this. You contact a design firm about a brochure, logo or web site. Since design is a custom-built creative process, there aren’t stores full of it where you can just pick one off a shelf. (That’s a good thing; otherwise you would see other companies with your same promotional material.) You can choose design wisely by looking at for good portfolio and talking to a representative from the firm. The portfolio will show you the firm’s capability and give you an idea of what you can expect. So you sign the contract and, in the agreed-upon time, you have a new brochure, logo or website. What have you gained, a brochure? No, you purchased a new method to promote your product. Maybe the designer developed a new logo. Is that all you’ve gained? No, you now have a foundation for a branding platform. Perhaps the designer created a new web site for you. Is a web site all that you got? No, you now have a branded avenue to connect to a broader audience. It may sound a little like semantics here, but the truth is that promotional materials are tools and if they are designed well, they will work well.
The next time you are sitting at the breakfast table and watching smoke flow out of the slots, remember, you purchased more than a toaster. You have the ability to make charcoal and listen to the smoke detector. Or, if you made the right choice, you have the ability to sit back and enjoy a wonderfully warm, slightly crispy bagel just waiting for the butter to melt.