Story: User experience design
YouTube introduced me to the video about the client onboarding process. I was not familiar with it. I did not much care about it before. I often see the onboarding of a new employee on LinkedIn. Google, Uber, Facebook, etc, these companies send new employees funny goods.
The word, onboarding, clicks me. After a rough search, I felt that this is a user experience design. I should prepare it for online and offline clients. I do not decide on a format and platform yet. I am going to figure it out by the end of this blog.
Client Onboarding – Complete walkthrough
©Flux
– Onboarding email, including a welcoming message/pdf, schedule(process), video link, invoice, contract,
– Kick-off call, off-boarding call
– Testimonial by Typeform
– Followup in 2 weeks later
I need to learn her hospitality.
I did not pay attention when I watch this video. A few days later, I gradually felt that I may need it. If I charge over $5+K, a client’s experience is important. Design is the service and I need to express appreciation at first. It’s a kind of hospitality. It connects to efficiency in the process.
New Client Onboarding Process | Freelance Social Media Manager
©Latasha James
1. Have a contract
– Less than $5K may not need to consider it.
– Contract may make a client a little overwhelmed.
– I understand it’s more formal and business-like. I feel it’s professionalism.
2. Sending an invoice
HelloSign: Legally Binding Electronic Signatures
HoneyBook: Client Management Software for Small Businesses
Hubspot
3. Create an initial question
Free Online Form Creator | Google Workspace
Typeform: People-Friendly Forms and Surveys
4. Get account access
Social media
LastPass: Password Manager
5. Scope of work and timeline
I saw this channel a couple of times. It reached almost 100K subscribers. Great!
6 Simple Steps to a Seamless Client Onboarding Experience (MY EXACT PROCESS!)
©Sarah Noked
– Personalize welcoming, email, working hours, communication tools
– Collect and audit client assets
– Intake questionnaire
– Scheduling and planning
– Communication plan (remind again?)
– Check-in conversation
– Embrace constructive feedback ✓✓✓
The onboarding process is really user experience design. Her speaking style sounds like a business coach or consultant.
New Client Onboarding Process + FREE Checklist For Your Creative Agency
©Theresa Truong
– Client invested you,
– Confident in their choice, you want to reassure which they did the right decision
– Committed engagement
– Objection and expectation
– Align the direction and goal
– Maintain communication
– Accountable
*Avoid reactive action, take proactive action.
The project management tools as well as the onboarding checklist look useful. We can develop this in Notion.
©Hubspot
– Welcome email ✓
– Greeting message
– Product setup
– Empty states
– Feature callouts
– Interactive walk-through
– Knowledge base
– Routine check-ins
– Mini celebrations
Tips:
1. Understand your customer ✓
2. Set clear expectations ✓✓✓
3. Show value
4. Stay in constant communication ✓
5. Create customer-centric goals
6. Seek to impress
7. Measure your success
etc…
Goal:
A positive onboarding experience for a client
Increases customer lifetime value (LTV)
etc…
Please check the article above. Ultimate, as the title mentions.
Conclusion: From practicum information to mindset
Through this learning about the onboarding process, I could correct very well-balanced information, practicum as a web/graphic designer to mindset as a business professional. I did not have the intention, but I have a PDF that I share with a client during the project by Keynote. It was kind of the onboarding package at all.
There is a space for improvement and I am going to refine it.
