Behind the Design Podcast – Episode 93

It’s time to make sure your processes match your expertise.

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In the early years of owning my own design studio I felt very unorganized – my workflows weren’t clear, projects would drag on, clients would take control and I would spend more time on marketing to attract more clients than focusing on the clients I had already landed. I quickly went from the excitement of launching my business to paralyzing overwhelm. 

It wasn’t until I switched my focus to elevating my client experience and design process that I was able to nurture my current clients and perfect their experience – and guess what happened next? I started to see REAL results in my business.

Enhancing my workflows and the internal structure of my business allowed me to give my clients what they actually needed – quality support and quicker turn-around times, which also provided me with minimized scope creeps and increased profits. 

So what does an elevated client experience look like? Let’s dive into it.

Client Onboarding

Onboarding isn’t the most fun, but it’s the most important part to create a positive and an efficient client journey experience.

Here’s a peek at what our onboarding process includes:

• Client Video Portal: Our in-depth video portal walks clients through the exact process – from contract and project timeline to navigating their ClickUp list, what they can find in their Google folder and what is expected of them throughout our collaboration.
• ClickUp List: The must-have space that tasks out every single detail – from onboarding and master information to brand strategy, designs, revisions and updates. This area is the catch-all that allows us to provide status updates to our clients and our clients to provide feedback and approval during creative direction.
• Google Folder: A centralized hub of client content, brand photos, testimonials and questionnaires. This is linked within ClickUp and allows for quick access to assets as we are in the design process.
  

Project Timeline

A project timeline is the most effective way to set clear boundaries from the start and have better control over the project. Our project timelines are very detailed, including specific dates that break down exactly when clients can expect certain deliverables and when feedback will be needed from them. This has been crucial to help manage deadlines, while still allowing for adequate time for each phase of the design process. It truly is such a valuable tool for holding both us (as the designers) and the client accountable for our respective roles and responsibilities.

Organized Project Task List

We are all about making sure everything is streamlined and having an organized project task list is a vital piece of that process. ClickUp is our go-to for housing all things project management and what we use for client-facing communication. Because we have multiple designers working on various aspects of projects, utilizing this space maintains organization and limits missed notifications or updates.

We take the planned project timeline and implement it into the project task list so it acts as an overview – mapping out upcoming due dates and allowing both us and the client to see when specific content is needed, what’s missing, and provide status updates throughout each phase.

Seamless Design Process

• Over-communicate: During the onboarding process, we have our clients schedule 2-4 calls for dates throughout the project timeline that way we have definitive times we can touch base and discuss where progress is being made, where edits need to be applied and make sure the overall vision is being reflected. Even though we communicate via the task list regularly, having these calls is just another way to assure there is not missed communication or misunderstandings and that the project is on track for completion within the project timeline.
• Limit excessive edits: Don’t give clients the opportunity to constantly change their mind when it comes to design and copy. We limit excessive edits by implementing wireframes. As part of our design process, we provide 1-3 page layouts and have clients sign off on the overall design aesthetic prior to completing the entire website design.
• Interactive Feedback: Asking for feedback can sometimes result in design delays as clients may not respond quickly. The best way to have clients actually add their feedback is to make it interactive. We do this by uploading a PDF to their ClickUp list that allows them to comment directly on the area that they want to see edits made vs trying to explain where and what they would like to see revised in a standard Google doc. Another great way to have feedback provided is by utilizing Loom. This gives the client the ability to provide verbal feedback on specific elements while scrolling through the initial design.
  

The basis of creating an elevated client experience really stems from having defined systems and processes. Setting clear boundaries and over-communicating is what is going to allow you to stand out as a professional with a legitimate business. Showing up as an expert and producing luxury design experience is the game-changer for client retention and referrals.

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If you are looking for hands-on mentorship, reach out or apply for the next cohort of Designed to Scale – my 6-month mastermind specifically created for brand + web designers ready to scale and start living out their dream life.