Streamlining Your Client Onboarding Process
I’ve worked with so many service providers who have the most unorganized and chaotic onboarding processes. And let me tell you, nothing kills trust faster. When an onboarding experience feels disjointed, I instantly question their professionalism and expertise. And as a service provider myself, I get it. It’s tough to stay on top of every detail while juggling multiple projects.
But here’s the thing. If I, as a fellow service provider, feel frustrated by messy onboarding, I cannot imagine what clients, who have no clue what goes into our work, must think. First impressions matter. And customer service is a huge part of the job. It’s not just about delivering great work (although that’s the most important part). Every touchpoint, from the first email to the final handoff, should feel clear, organized, and intentional. And that starts with onboarding.
Why Your Onboarding Process Matters
Onboarding isn’t just an administrative task, it sets the tone for your entire client experience. A messy, confusing, or nonexistent onboarding process makes clients feel uncertain and disconnected before the project even starts. On the other hand, a well-structured and thoughtfully designed onboarding process:
Positions you as a true expert who has their systems dialed in
Reduces back-and-forth emails and unnecessary client confusion
Creates a smooth workflow that makes projects more efficient
Helps clients feel supported and confident working with you
Ensures expectations are clear from the very beginning
Builds trust and credibility, making future collaboration smoother
A solid onboarding process isn’t about overcomplicating things. It’s about making things easy for both you and your clients. By having a solid system in place, you can focus on delivering your best work rather than constantly answering repetitive questions or scrambling to provide necessary information at the last minute before a project starts.
My Streamlined Onboarding Process
As a designer who regularly works on branding and web design projects, I have developed a step-by-step onboarding process that keeps everything organized and ensures a seamless experience for my clients. While this process is tailored to my specific services, many aspects of it can be applied to different industries. Feel free to take what works for you and leave the rest. Not every step will be relevant to every business, but this framework should help get your gears turning so you can streamline your onboarding process and set the stage for a smooth project. Here’s exactly what I do at the beginning of all my projects:
1. Create a Notion Dashboard for the Project
Notion is my project HQ. It's what I use to handle everything in my business (and my life.) I build a dedicated dashboard for each client, housing everything they need for the project—project to dos, review tasks, important links, deadlines, studio policies and more. These are templated in Notion for ease of use on my end, and allows me to set up client portals with ease.
Not everyone understands Notion, so I include a walkthrough video showing clients how to use their client portal for the duration of our project. I also include video links to basic Notion tutorials as well so if a client is really confused, there's resources they can access. It helps us both make sure we understand the software we're using during the project.
Having a structured space where clients can see the project timeline, key action steps, and documents reduces confusion and helps them stay engaged in the design process.
2. Set Up a Google Drive for Project Files
Organization is key. I create a Google Drive folder specifically for the client’s project, where they can easily upload and access files. I also link this folder inside their Notion dashboard for seamless access. For design projects this is essential because we are sharing documents, images and all kinds of files with one another.
3. Customize Onboarding Tasks in Notion
Even though my client portals are templated, I still go through and customize the onboarding tasks for each client I work with. Since all my projects are unique and have different deliverables, to dos and goals, I make sure that the onboarding tasks are relevant to the project agreed upon with my client. Doing this before the project starts ensures that nothing falls through the cracks and that the client and I can stay on top the project with ease.
4. Add the Client to Their Client Portal
Once everything is set up, I add my client to their Notion dashboard. This allows them access to their client portal and see exactly what's happening in regard to their project and what is expected of them as it's taking place. I always make sure to send a welcome message along with this step, which I'll discuss in detail in the next task.
5. Send an Onboarding Email
I send a clear and detailed email to my clients once they're added to their Notion client portal. This email includes the Notion dashboard link, plus a breakdown of what they’ll find inside. I also make sure to outline their onboarding tasks so they know exactly what they need to do before the project starts. I don’t assume clients will check Notion on their own. I let them know what’s inside and what they need to do next.
This email includes:
The link to their Notion dashboard
A reminder of the project start date
A summary of their immediate next steps (all housed in their onboarding task to do)
A note on communication expectations.
I’d rather over-communicate with my clients at the start of a project than leave them feeling unsure or out of the loop. Setting clear expectations upfront ensures we kick things off smoothly and stay on track. So yeah, my clients might get multiple emails, reminders, and notifications before we even start, but that’s intentional. They’re trusting me with their brand, and I want them to feel confident that I have everything handled. By being proactive, I make sure they feel taken care of and know exactly what to expect. It sets the tone for the entire project and makes the whole process so much easier for both of us in the long run .
6. Triple Check They Have Their Questionnaires
One of the most important things clients need to complete before we start is their project questionnaire. I make sure they know this is a top priority by mentioning it multiple times inside Notion, in my onboarding email, and in any prior communication leading up to the start date.
That said, I totally understand that sometimes clients need more time to complete it, and that’s okay. My only ask is that they communicate with me if they need an extension and I make sure they know that. I’m all about doing things intentionally and making sure the process isn’t rushed. At the end of the day, the goal is to set them up for success, and that means making sure they have the time and space to provide thoughtful responses.
7. Clarify the Main Communication Channel
Notion is a great organization tool, and I still use it to keep everything structured on my end, but I’ve learned that not all clients find it intuitive. Even with all the onboarding support I provide, some clients still struggle with it. Rather than forcing them to learn a new system, I now keep all communication strictly to email. Everyone knows how to use email, so it just makes everything easier, more familiar, and avoids unnecessary confusion.
Notion still acts as the project hub, but I don’t expect clients to check it regularly or communicate with me inside it. Instead, I include any necessary Notion links in my emails, so they have easy access to project details when needed—without feeling pressured to navigate a new platform. My goal is to make this process as seamless as possible, and for most clients, email is the easiest and most reliable way to keep everything flowing smoothly.
If we ever need a meeting for any reason, I’ll be the one to bring it up and schedule it as needed. I set clear expectations upfront so clients always know how we’ll communicate, what to expect, and when they need to take action. Keeping things simple makes the entire project feel smoother for both of us.
8. They’re Ready to Go!
With all of these steps in place, my clients enter the project feeling prepared, supported, and ready to dive in with confidence. They know exactly what to expect, what their role is, and how the process will unfold. More importantly, I know that I have everything I need to hit the ground running without any loose ends or last-minute confusion.
This kind of structured onboarding doesn’t just help my clients, it also makes my workflow smoother and more efficient. By setting clear expectations and providing all the necessary resources upfront, I can focus on the creative work instead of chasing down missing information or clarifying things later on. It creates a stress-free, collaborative experience where everyone feels aligned and empowered from day one. I know it sounds like a lot, but at most it takes me 30 minutes to onboard each client with this system since I have it streamlined and well organized.
The difference is noticeable. When clients feel organized and well-prepared at the start of a project, they’re more engaged, responsive, and excited about the process. And when I feel confident that everything is in place, I can show up as my best self and do my best work. That’s why I’ve fine-tuned this onboarding system. It’s not just about logistics, it’s about setting up the entire project up for success.
The Bottom Line
If you’re a service provider, onboarding isn’t just an extra step, it’s an essential part of your client experience. It’s your first opportunity to show your professionalism, your expertise, and your commitment to making things easy for your clients. A clunky, disorganized onboarding process doesn’t just cause confusion, it makes clients question whether they made the right decision in hiring you.
A strong onboarding process also saves you time. When you have a clear system in place, you don’t waste energy on unnecessary back-and-forth or last-minute scrambling. Instead, you can start your projects with clarity and confidence, knowing that everything is in order from day one.
So, if your onboarding process currently feels like a mess, it’s time to refine it. Streamline, automate where you can, and make it crystal clear for your clients. A polished onboarding system not only improves client satisfaction but also sets you up for success. When clients feel secure in the process, they’re more likely to trust your expertise, follow through on their responsibilities, and have an overall better experience working with you.
Take the time to refine your process. Trust me, your clients will notice and they’ll appreciate you for it.
