First impressions matter. And when it comes to client on-boarding, having a clear and efficient system in place can make all the difference.
What exactly do we mean by client on-boarding though? Well, let's take a look at some of the core goals or desired outcomes we're shooting for when it comes to kicking off a new client project:
- Set clear expectations for the project ahead (including key project outcomes, timelines and how you'll work together);
- Establish the main channels of communication--particularly if the project is being completed remotely (e.g. will you set up a Slack channel for the project? Is email the best way to be in touch? Where should you expect one another to be available during the agreed hours/days?);
- Share access to all relevant documentation, accounts, analytics, reports and project background; and
- As a bonus, create a shared environment that will serve as the 'home base' for all things related to this project, between you, the client and relevant stakeholders.
If we can achieve these 4 things, in a consistent and repeatable fashion, we're well on our way to setting up each new project for success.
And that's precisely the goal of this Client Project OS template. Let's take a look through it now.
Background & Company
This client onboarding and shared project template is broken down into 3 main 'sections', with multiple views within each. The first section is for sharing and housing all 'Background & Company' information. By default, there are 3 views within this section:
- Customers & Personas;
- Competitors; and
- Brand Story, Mission & Vision.
Of course, you can add new workspaces and pages to this section as best suits your project, but the main goals we have for this setup are to:
- Quickly establish who are target segments and personas are;
- Get up to speed on existing competitive research that the client provides, or begin doing and storing our own research;
- Understand the company's history, background and core offerings; and
- Understand the company's primary messaging, brand and positioning.
Customers & Personas
The customers and personas workspace pulls from our User Persona template (found here), and serves as a space to better explore and understand key traits about our client's target audience and customers.
The competitors database includes properties for keeping track of:
- Competitor name
- Product offerings
- Key Features
- Market Share
- On-boarding flow
- Target segments
- Value proposition; and
- Design comments
Whether the client provides this information for you directly, and you simply add it to the database, or if you go out and do the research yourself--by consolidating this research into a single database, we can easily sort through the client's key competitors via a range of factors (see the list above).
The Brand Story, Vision & Mission workspace includes a 5-part framework exercise for helping to clarify the client's core brand offering. If the client's brand is already well developed, you can fill out this exercise yourself with information provided--or you can run the exercise with the client directly.
If useful, you can also create a gallery of brand assets at the bottom of the branding workspace.
Next up is the project section. In it, we have:
- Drafts & Feedback
- Project Assets & Research
- Accounts Access
Where the first section let us get up to speed with our client's background, this section is for keeping track of the project itself.