My Process for Onboarding New Clients

Setting the tone for a stress-free design partnership from the very beginning

When a new client reaches out about a design project, my goal is simple: to make the process feel smooth, professional, and welcoming from the start. Onboarding is that first impression moment, where trust begins, expectations are aligned, and excitement builds. Over time, I’ve developed a process that keeps things organized, clear, and client-friendly.

Here’s a look at how I onboard new clients in a way that sets both of us up for success.

Responding Within 24 Hours

I always aim to respond to new inquiries within 24 hours. Even if I don’t have all the answers right away, I want clients to know their message has been received and they’re on my radar. This early communication helps build trust and shows that their project matters.

Starting With a Questionnaire

Before hopping on a call, I send out a custom questionnaire using Jotform. This helps me gather important details about the project and gives me a feel for the client’s brand, goals, and style. It also saves time during our call so we can focus on deeper creative direction.

Once the questionnaire is submitted, I schedule a discovery call via Zoom or Google Meet. This is where we really connect and talk through ideas, priorities, and what success looks like for the project.

Proposals, Contracts and Clear Expectations

After our discovery call, I create a detailed estimate using Square, which includes the project scope, timeline, and total cost. This also outlines payment terms and expectations upfront. I believe in full transparency, and I want clients to feel confident in what they’re investing in.

Once approved, the contract and invoice are also sent through Square, keeping everything streamlined in one place.

The Welcome Email

Once the client is officially booked, I send a welcome email that lays out everything they need to know:

• Project timeline
• Scope of work
• Payment reminders
• Communication expectations (email unless otherwise requested)

This email acts as a reference point, helping clients stay informed and feel supported before we even begin designing.

Communication During the Project

Unless a client requests another method, all communication happens via email. It keeps everything in one place and helps both of us stay organized. I provide updates at each major phase of the project so there are no surprises or gaps in communication.

Step 6: Keeping It Professional (and Personal, in My Own Way)

While I don’t currently include personal touches like branded welcome kits or gifts, I make sure every step of the process reflects professionalism, care, and a genuine desire to serve my clients well. Every form, email, and meeting is thoughtfully prepared to reflect the quality and heart behind my work.

Why Onboarding Matters

Great onboarding sets the stage for a great project. It reduces stress, builds trust, and allows both client and designer to do their best work. Whether you’re a fellow designer refining your systems or a future client curious about my process, I hope this gives you a clear picture of how I start every collaboration with clarity and intention.