The onboarding process is a critical phase in any design project, yet it’s often undervalued. Proper onboarding sets the tone, establishes boundaries, and lays a solid foundation for success. In design, it’s not just about filling out paperwork—it’s about positioning yourself as the expert, communicating expectations clearly, and building a framework for the entire project.

Here’s a breakdown of the three key onboarding components every designer should implement to maintain project momentum and keep clients engaged from day one.

1. One Single Onboarding Email

Designers often make the mistake of sending multiple onboarding emails, each one with different pieces of information. But a series of emails can quickly overwhelm clients, who may miss important steps in the confusion. Instead, streamline this process by creating one comprehensive onboarding email that includes:

• A link to the contract
• An invoice for the first payment
• Access to the client hub
• A link to schedule a project kickoff call

This consolidated email offers clients a straightforward checklist, saving time and reducing the risk of missed actions. Implementing this system helps you set clear boundaries from the start, establish yourself as the project leader, and ensure clients are on the same page.

2. Centralized Client Hub for Simplified Communication

A client hub serves as an organized, accessible central point for the project, storing essential links and documents while providing an overview of the project phases. For example, rather than presenting an overwhelming task list, organize the hub by breaking the project into digestible phases, such as Creative Direction, Branding, and Website Development. Each phase can list up to three tasks for the client to focus on, with clear deadlines to keep them on track.

A simplified hub has several benefits:

• Clients see exactly what they need to work on without being bogged down by every project detail.
• You reduce the number of back-and-forth emails, as everything they need is already available and clearly outlined.
• It becomes easier to hold clients accountable for delays, as they’re aware of how each task affects the project timeline.

By keeping the client hub clear and focused, clients feel more at ease and are more likely to maintain the pace of the project, giving you a better chance of meeting project deadlines.

3. Kickoff Calls: Setting the Tone and Establishing Boundaries

A project kickoff call, though sometimes viewed as unnecessary, is vital for aligning expectations and fostering open communication. Here’s why a kickoff call can make or break a project:

• Face-to-Face Connection: A video call establishes a personal connection, helping clients feel valued and heard. It’s also a perfect time to reinforce your role as the project expert.
• Reviewing Project Details: During the call, you can go over essential documents, verify client needs, and clarify any discrepancies that may have arisen since the contract was signed.
• Eliminating Scope Creep: By discussing scope boundaries, you prevent misunderstandings that lead to scope expansion and project delays.
• Setting Communication Expectations: Use the call to inform clients about how and when to provide feedback, your preferred communication channels, and the cadence of project updates.

Kickoff calls are generally brief—about 20 to 45 minutes—but they allow you to address client questions, review the timeline, and provide an outline for the project. These calls significantly reduce the likelihood of surprise requests and increase client buy-in by creating a clear and collaborative atmosphere from the start.

The 3 Essential Onboarding Components

These three onboarding components—the single onboarding email, centralized client hub, and project kickoff call—offer structure and clarity for both you and your client. Implementing them not only streamlines your process but also enhances client trust, reduces friction, and sets your project up for long-term success. Taking control at the outset frees you to focus on the creative work, ensuring your vision and skills shine through in every project.

To hear more about my onboarding process, tune in to Episode 122: The 3 Essential Components to Onboarding That Set Your Design Project Up for Success.