This week is all about process. What is the experience your clients have and how could it be better? What is the experience YOU have and how could it be streamlined or simplified?
The key to a great client process is that both client and designer are happy. Back in about 2018 I started dramatically simplifying my client process. I reviewed all of my post-project client feedback and realized that no one used my onboarding packet, no one wanted multiple phone calls, etc. – I was creating more work for myself and overwhelmingly it was NOT making life easier for my clients. So I really pared things down. I mapped out my entire workflow and looked at where I could simplify and cut things.
Today there are two things we are going to tackle. The first is a client process analysis.
Homework: Client Process Workflow Worksheet
This week your only homework is to complete the workflow worksheet. Be honest with yourself – what is happening in your client process? What steps do you take? If you take one look at this sheet and think “I do something different for literally every client” then you might print out a second set of this worksheet and map out what you WANT your workflow to look like. The goal is to just be honest about what you are doing so that we can really take a critical eye and arrive at a place where you feel confident and comfortable.
