The onboarding framework
Start the relationship with structure, not scattered admin.
Onboarding should give the client clarity, give the studio the information it needs and create one shared understanding of scope, communication, budget, timing and approvals.
01WelcomeMake the client feel looked after.
02ExpectationsClarify how the project works.
03InformationCollect everything needed to begin.
04MomentumMove quickly into the first real milestone.
Chapter 01
01 · Start onboarding before the first meeting
01Send a clear welcome message as soon as the agreement is signed.
02Confirm the project start date and immediate next steps.
03Tell the client what you need from them first.
04Introduce the main communication channel.
05Clarify who their main studio contact is.
06Give the client confidence that the project is now officially underway.
Chapter 02
02 · Send a polished welcome pack
01Introduce the studio and the project team.
02Explain the project process from start to handover.
03Set communication expectations.
04Explain meeting and approval rhythms.
05Outline payment milestones.
06Clarify revision boundaries.
07Explain how clients should use the project workspace.
Chapter 03
03 · Confirm the scope in plain language
01Restate the spaces included.
02Restate the services included.
03Restate the services excluded.
04Confirm expected deliverables.
05Confirm revision allowances.
06Confirm procurement or sourcing responsibilities.
07Make sure the client understands the scope before design begins.
Chapter 04
04 · Set communication expectations
01Define your main communication channel.
02Explain normal response times.
03Clarify when email, messages or calls should be used.
04Explain how urgent issues should be handled.
05Discourage project decisions across scattered channels.
06Keep important approvals inside the project record.
Chapter 05
05 · Introduce the project timeline
01Show the main project phases.
02Identify major review and approval points.
03Explain that timing depends on client feedback and external suppliers.
04Highlight known construction or move-in dates.
05Clarify which dates are fixed and which are estimated.
06Explain how timeline changes will be communicated.
Chapter 06
06 · Set decision-making expectations
01Identify all key decision-makers.
02Clarify who gives final approvals.
03Ask clients to consolidate internal feedback.
04Set reasonable approval turnaround times.
05Explain the impact of delayed decisions.
06Keep approval history documented.
Chapter 07
07 · Collect project information
01Property address and access information.
02Existing plans and surveys.
03Site photographs.
04Relevant technical documents.
05Landlord or building restrictions where applicable.
06Existing furniture or items to retain.
07Any known contractor or consultant details.
Chapter 08
08 · Run a detailed client questionnaire
01Household and lifestyle needs.
02Daily routines.
03Storage requirements.
04Functional priorities.
05Aesthetic preferences.
06Colours and materials they like or dislike.
07Existing pieces they want to keep.
08Any accessibility, pet or family considerations.
Chapter 09
09 · Confirm the budget properly
01Clarify the total project investment range.
02Separate design fees from furnishings and construction budgets where appropriate.
03Discuss contingency.
04Clarify whether taxes, shipping and installation are included.
05Set expectations around procurement lead times and price changes.
06Document major budget assumptions.
Chapter 10
10 · Explain the design process
01Brief and survey.
02Concept direction.
03Design development.
04Technical design.
05FF&E and specification.
06Client approvals.
07Procurement where included.
08Installation and handover.
Chapter 11
11 · Explain how revisions work
01Define the number of included revision rounds.
02Explain the difference between refinement and redesign.
03Set expectations around consolidated feedback.
04Explain how late changes affect time and budget.
05Price additional revision work before starting it.
06Keep revision decisions documented.
Chapter 12
12 · Explain approvals
01Show where approvals happen.
02Explain what approval means.
03Make clear when approved items can move into procurement.
04Explain what happens if the client requests changes.
05Set deadlines for time-sensitive approvals.
06Keep all approval records attached to the project.
Chapter 13
13 · Introduce procurement expectations
01Explain what the studio is responsible for ordering.
02Explain what the client orders directly, if anything.
03Clarify trade pricing or markup treatment.
04Explain lead times.
05Explain delivery and receiving responsibilities.
06Explain what happens with damaged or delayed items.
Chapter 14
14 · Introduce the client workspace
01Show where project information lives.
02Show where they can review designs.
03Show where meetings and deadlines appear.
04Show where budgets and invoices are visible.
05Show where approved products and specifications live.
06Explain which parts are client-facing and which remain internal.
Chapter 15
15 · Confirm meeting structure
01Set the normal meeting cadence.
02Explain how meetings are booked.
03Clarify who should attend.
04Send agendas where useful.
05Record decisions and actions.
06End every meeting with clear next steps.
Chapter 16
16 · Set boundaries around contractors
01Clarify whether the studio is coordinating or managing contractors.
02Explain which responsibilities belong to contractors.
03Clarify consultant responsibilities.
04Do not imply guarantees outside your contractual control.
05Keep key contractor communications documented.
06Make the client aware of any third-party dependencies.
Chapter 17
17 · Create a strong first-week experience
01Send all onboarding materials promptly.
02Make the project workspace feel complete.
03Book the first key meeting.
04Collect all missing information.
05Confirm budget and scope.
06Give the client a simple checklist of what happens next.
07Make sure they never need to ask, 'What are we waiting for?'
Chapter 18
18 · Build onboarding into your workflow
01Create an onboarding checklist.
02Use reusable welcome emails.
03Use a standard welcome guide.
04Use a standard client questionnaire.
05Create project folders or workspace automatically where possible.
06Assign onboarding tasks internally.
07Do not rely on memory for recurring setup steps.
Chapter 19
19 · Know when onboarding is complete
01Agreement is signed.
02Initial payment is received.
03Scope is confirmed.
04Budget is documented.
05Questionnaire is complete.
06Project information has been collected.
07Decision-makers are identified.
08Client understands the process and next milestone.
Chapter 20
20 · Use a 14-day onboarding timeline
01Day 0: agreement signed and payment received.
02Day 1: welcome email and client portal access.
03Days 1–3: questionnaire and project-document collection.
04Days 3–5: internal project setup.
05Days 5–7: kickoff meeting.
06Days 7–10: site survey or briefing confirmation.
07Days 10–14: finalise project brief and begin design work.
The first 14 days
A simple onboarding journey.
Day 0–1Welcome.
Confirm payment, send the welcome guide and give the client access to the project workspace.
Days 1–3Collect.
Gather questionnaires, plans, photographs, budget information and anything the studio needs before kickoff.
Days 4–7Align.
Run the kickoff meeting, confirm scope and budget, and identify key decisions and external constraints.
Days 8–14Launch.
Complete project setup, finalise the brief and move into the first design phase with expectations already clear.
Ready to begin?
Onboarding is complete when these four things are true.
ScopeEveryone knows what is included.Services, spaces, revisions and responsibilities are clear.
BudgetThe commercial framework is understood.Client investment, fees and major cost assumptions are documented.
ProcessThe client knows what happens next.Timeline, meetings, approvals and communication are explained.
InformationThe studio has what it needs.Questionnaire, plans, access and decision-makers are confirmed.