This guide is for the client-facing steps after a project begins. For deciding what to offer and how to present it before a client says yes, see the client proposal guide.
1. Explain what happens first
Welcome the client and summarize the immediate next steps. Explain who their main contact is, how to reach that person, and when they can expect a response. Avoid promising response times that the team cannot consistently meet.
List any information or materials the client needs to provide, and explain why each item matters. Use familiar terms and give examples when a request might otherwise be unclear.
Tell clients what they can expect after completing the first steps, such as a kickoff meeting or review of supplied materials. This makes the process easier to anticipate.
A first-step checklist might include a kickoff date, a secure way to share materials, and a list of decisions the client will need to make. Include only steps that are part of your actual workflow.
2. Map the process and responsibilities
Show the major project stages in a simple sequence. Identify what the team does, what the client reviews, and where decisions or approvals are needed. Keep the sequence current with the actual service process.
Explain how feedback should be provided and who can approve changes. If there are limits or dependencies, state them in a clear and respectful way so expectations are shared early.
Use a checklist for tasks clients must complete, but keep it focused. Separate required information from optional background so clients can make progress without feeling blocked by nonessential details.
If the project uses specialized terms, explain them the first time they appear. Clients should understand what they are being asked to review without needing to know the team’s internal shorthand.
3. Design the guide for quick reference
Put urgent or time-sensitive steps near the beginning. Use descriptive headings, short paragraphs, and clear links to forms or resources. The client should be able to return to the guide and locate an answer without reading every section again.
Use Section Spatial to shape each step or resource group. Use Pages Spatial to arrange and resize the sections into a natural progression from welcome to completion.
Make contact details and support routes visible. Keep text readable on mobile, and do not place key instructions only inside an image or decorative graphic.
Make due dates and dependencies visible. Where a client’s response affects the next milestone, explain the relationship so the schedule is transparent.
4. Verify and maintain the guide
Ask someone unfamiliar with your process to follow the guide and note any step where they need extra explanation. Check that links, names, forms, and responsibilities are still accurate.
Review the guide when the service process changes. Assign an owner for updates so clients do not receive outdated instructions or deadlines.
Use a warm, direct tone that helps clients understand what to do. A guide should set useful expectations and support the working relationship, not add unnecessary complexity.
Separate project instructions from general welcome information. A client should be able to return directly to the relevant checklist or contact details later.
