Client Journey & Onboarding Systems

A lot of "client journey" talk online is actually about marketing funnels – ads, lead magnets, landing pages, nurture sequences. That's not what this service is.

This is operations and experience design:

• We don't set up ad campaigns or manage media spend.
• We don't promise X% conversion uplifts from cold traffic.
• We don't make you install a heavy marketing automation platform you'll hate.

Instead, we work with the real way work gets done in your business: how enquiries arrive today, how real humans decide to work with you, how they feel during onboarding and delivery, and how you close the loop and stay in touch afterwards.

If you later choose to run ads or build funnels, this journey becomes the backbone that ensures anyone who does say yes has an excellent, consistent experience.

Yes. In fact, designing a client journey while things are still evolving can make your changes less chaotic.

Instead of building something rigid around one offer, we:

• Identify the common backbone that most of your offers share: Enquiry → clarity → decision → onboarding → delivery → wrap-up
• Build stages and basic steps that will survive offer changes.
• Document where the journey needs to branch or be customised.

Your offers can change, pricing can move, new formats can appear – but the core structure for how people come in, get oriented, work with you and finish will still hold. You can then slot new offers into that structure instead of reinventing everything every time.

A fair worry – especially if you're naturally warm and relationship-driven.

Well-designed journeys make you more human, not less, because:

• You're no longer relying on memory while juggling 10 other things.
• The basics (welcome, expectations, next steps) are handled consistently.
• You free up mental space to pay attention to what's unique about each client.

We design your journey with space for discretion:

• Templates that you can personalise quickly instead of starting from a blank page.
• Clear minimum steps that always happen, plus optional "moments of delight" you can add when appropriate.
• Simple notes fields so you remember personal details and can follow up thoughtfully.

The system holds the boring structural parts so your energy can go into the parts that actually require a human touch.

No. A CRM can be useful, but it's not a requirement.

We can implement your journey:

• Inside your operations hub (Notion, ClickUp, Asana, Airtable, etc.) using a simple board.
• In a Google Sheet or equivalent, if you like things tabular and low-tech.
• In a lightweight CRM if you already have one and like it.

The design is tool-agnostic. We're more interested in: what stages exist, what information you need at each stage, who does what, and how you keep everything visible.

If you later upgrade your tools, the journey map and stage definitions come with you, and you simply rebuild the tracking view in your new system.

Client experience is not just emails and calls – it also connects to how you use your tools and devices.

While this service focuses on the journey itself, it often surfaces questions like:

• "Where should client files actually live?"
• "Who has access to what?"
• "What's the right way to share or store sensitive information?"
• "What happens if my laptop dies in the middle of a project?"

When those questions appear, we link your journey to Digital Workspace & Toolstack Strategy and Digital Hygiene & Security Programme.

We stay firmly in the lanes of structure, habits and guidelines. We don't remotely access your devices or perform technical repairs. But we do make sure your client journey doesn't accidentally create security or organisation problems that could have been avoided.

Yes. Many small businesses serve individual clients (coaching, consulting, 1:1 services) and small business or team clients (B2B work, retainers, projects).

We normally:

• Choose a primary segment and design the journey deeply for them.
• Identify which stages and messages are universal and which are segment-specific.
• Create simple variations of emails, forms and expectations rather than entirely separate flows.
• Keep a single tracking view where segment differences are handled by a small number of fields or tags, not a totally separate system.

This avoids the trap of running two completely different journeys that double your operational workload.

For most founders, the change is noticeable with the very next client cohort you run through the new journey:

• You'll feel less shame or stress about "I still haven't replied" or "I forgot that step again."
• Clients will stop asking "what happens now?" because the next steps are already clear.
• You'll find it easier to spot when someone is drifting or going quiet.
• You'll start seeing patterns – where people get stuck, where they get excited – instead of everything feeling random.

The full impact (on retention, referrals, reduced admin load and confidence to raise prices) tends to build over a few cycles. But even one or two clients going through a calmer, more deliberate journey often feel like a weight has lifted off your shoulders.