Website Design Client Onboarding

The first steps we take after landing a new client, leading on up to the actual project start are all part of the vital yet daunting onboarding process.

This is where you really get the chance to make a strong first impression - onboarding can set the tone for the whole of your client relationship. It's your chance to set the stage for a successful project, outlining project details, setting expectations, and building the framework from which you'll launch the project.

Onboarding leaves open just as many opportunities as it does pitfalls, like coming across as unprofessional, wasting your clients time with useless or tedious tasks, and failing to provide any real value. That's why it's so important that you nail down a solid process for new client onboarding.

This checklist is designed to guide you through the whole process step-by-step, showing you exactly how to pack the clients onboarding process with value, whilst saving more time and money by removing manual processes and replacing them with streamlined automation.

Let's get started! 

First things first, you need to record some basic information about your new client.

Set this checklist up to automatically fill information from your CRM using Process Street integrations.

Make sure the form fields below are completed, either manually or with an automation that lifts the data from your CRM.

Upload a copy of the representation agreement to be sent to the client.

Send this representation agreement automatically by integrating Process Street with your electronic signature tool of choice.

The unsigned agreement will be attached to this email template and sent out to your client's email address. Make sure you are happy with the contents of the email and hit "send".

Use the file upload form field below to upload the signed representation agreement when you receive it back from the client.

Save time by using our integrations to automatically push uploaded files (like the signed contract below) into your CRM software.

Use the Process Street invoice generator template to send their invoice to the client. 

Use one of our integrations to automatically send an invoice to your client when a task in this checklist is completed.

Make sure you receive the first payment from the client before starting work on the project.

Whilst you're awaiting confirmation of the first payment, note whether or not a record of the project already exists in your project management system. If not, you'll be prompted to create one in the next task.

If you haven't already, set up a new project management system record for this project.

This task can be set up to trigger an action (like a new record) in your project management software of choice using integrations.

Assign (or confirm) your team's roles in this project. This information will be used later on to inform your client.

Let your client know exactly who they will be working with, as well as who will be doing what and how to contact them.

The form below will pull information about project roles assigned in previous tasks, including the name and email of each team member.

Check everything looks okay and hit "send".

If you haven't already, make sure your client is invited to all of the relevant communications channels, using the list below as a guide to keep track.

Check over the contents of the email template below and hit "send"before moving on with your tasks.

Set up one of our integrations to trigger an email to send when you've received the signed representation agreement.

Send your client a short survey to get some critical information ahead of project start.

Just insert your own URL into the email widget below and send it off.

Your initial meeting with the client is an important one. This is your opportunity to learn as much about the company and their vision for the website as possible before work begins.

Use the subchecklist below as a rough agenda to help you direct the meetings. 

You can record the results of your questioning in the form fields provided beneath. 

Discuss deliverables and expectations with the client, recording the information in the form fields below.

Work out a timeline that makes sense for the duration of the project, including a final deadline and at least one major milestone.

You can use an integration with Process Street to trigger these form fields to send off a bunch of events to the client's calendar when a new date is recorded.

Record the dates and what constitutes each milestone in the form fields of this task.

The creative brief is a hugely important document for both your team and the client.

This will typically be 1 or 2 pages of overview for the web design project, informed by the information you gathered during your last call with the client as well as any additional information such as the survey.

Your team will use this document to guide them towards the goals and milestones of the project.

A creative brief might include the following points:

Upload the finished brief to the form field below.

Use this email widget to send the creative brief you prepared earlier to both your client and the rest of your team. 

After the call, it's a good idea to preserve the initial momentum whilst providing some additional reassurance to your client. This can take the form of a brief summary email that consolidates all of the points you addressed in the recent call.

It doesn't have to include anything new; simply make it clear that you understand the client's goals and expectations, and reassure them that work on the project will soon begin.

Call notes

Value proposition: {{form.Value_proposition}}
Company goals: {{form.Company_goals}}
Website goals: {{form.Website_goals_notes}}

Package tier: {{form.Package_tier}}
Desired features: {{form.Desired_features}}
Project scope notes:{{form.Project_scope_notes}}

Final deadline: {{form.Final_deadline}}
Milestone 1: {{form.Milestone_1_2}}
Milestone 1 date: {{form.Milestone_1_date}}
Milestone 2: {{form.Milestone_2}}
Milestone 2 date: {{form.Milestone_2_date}}
Milestone 3: {{form.Milestone_3}}
Milestone 3 date: {{form.Milestone_3_date}}
Milestone 4: {{form.Milestone_4}}
Milestone 4 date: {{form.Milestone_4_date}}
Milestone 5: {{form.Milestone_5}}
Milestone 5 date: {{form.Milestone_5_date}}

The notes above can be copied directly into your CRM, else you might want to consider setting up an integraton between Process Street and your CRM of choice.

With a Process Street integration, pushing notes into your CRM automatically is easier than ever.

Request additional resources from your client, if you need to. 

The form field below contains a template email that pulls in the multiple-choice answers from an earlier task, so it should already have the relevant information to request the resources.

Simply check the wording is to your liking and send the email with the widget button.

Help your client to understand how you typically do things. Inform them where they can see progress, whom to direct questions to, and anything else that you deem relevant for them to fully understand your workflow during the project. 

Transparency of communication is crucial from start to finish, so it pays to be crystal clear about how you intend to work.

Check the email template below and hit "send" before moving on. Your emails will need review and subsequent approval from the project manager.

Send a link to your scheduling tool of choice (e.g. Calendly) and advise your client to schedule multiple meetings after recommending a time frame for recurring calls that works for you.

Again, your emails will need to be reviewed and approved by the project before they can be sent.

• Shopify - Designer's Guide to Client Onboarding
• Elegant Themes - Ultimate Web Designer Client Onboarding
• Alexa - Client Onboarding Checklist
• Continuum - Client Onboarding Success Kit
• RapidFireTools - New Client Onboarding Checklist
• SolarWinds - 6 Steps for Onboarding Customers Properly
• AtlasCode - Software Project Roles and Responsibilities