Stop Losing Clients in the Chaos: Why You Need a Clear Client Journey
If you’ve ever felt like your clients get “lost” somewhere in your process—or worse, you find yourself losing track of where they are—this tool is for you.
Your Client Journey Checklist is more than just a piece of paper. It’s the roadmap that guides both you and your clients from that very first inquiry to the final install day (and beyond). It outlines every step, touchpoint, and communication milestone so everyone knows exactly what comes next.
Why It Matters
When your clients can see and understand the path ahead, they feel confident and supported. They trust that you have a plan—and that trust turns into loyalty. Suddenly, those “Where are we at?” emails disappear, replaced by messages like, “I’m so excited to see it come together!”
And for you? It’s the peace of mind that comes from knowing you’re not reinventing the wheel with every new project. Your workflow becomes repeatable, predictable, and professional. That consistency is what builds trust—and trust is what brings clients back for their next project and the one after that.
How to Use It
Use the checklist to map out:
Your client touchpoints (inquiry, discovery call, proposal, onboarding, design phases, install)
What the client receives or completes at each stage
What you deliver and when
Any supporting tools (like emails, guides, or questionnaires)
It’s the foundation of a seamless client experience—and the first step toward reclaiming calm, clarity, and confidence in your design business.
The Client Journey Checklist
Here’s a simple breakdown you can adapt for your own design business:
1. Inquiry & Discovery
Respond to new inquiries within 24–48 hours
Send a warm, professional response email with next steps
Include a link to schedule a discovery call (use a tool like Calendly to automate this)
Have a short intake form ready to gather key details about the project
2. Discovery Call
Review the client’s form before the call
Use the call to connect personally and confirm fit
Explain your design process and how you work
Outline your next step: proposal or consultation
3. Proposal & Agreement
Prepare a clear, branded proposal with scope, deliverables, and timeline
Review it with the client (live or via Loom video)
Send your contract and deposit invoice together
Once accepted and paid—celebrate! The project officially begins
4. Onboarding
Send a welcome email and onboarding guide
Invite your client to your project portal (like Mydoma Studio or Studio Designer)
Confirm key milestones, meeting dates, and communication guidelines
Share any prep tasks or inspiration homework for the client
5. Design & Development
Conduct your site visit or request measurements/photos
Present concept boards and gather feedback
Refine selections, layouts, and specifications
Keep clients updated regularly (weekly or biweekly summaries work wonders)
6. Procurement & Project Management
Create purchase orders and track approvals
Communicate lead times, delivery windows, and installation dates
Maintain transparency on timelines and budget adjustments
Document everything—this protects both you and your client
7. Installation & Reveal
Confirm final install date and any prep required from the client
Arrange styling items, photography, and walkthroughs
Celebrate the transformation and thank the client personally
Send care instructions and warranty details, if applicable
8. Offboarding & Follow-Up
Deliver a wrap-up email with final documents or photo gallery
Request a testimonial or Google review
Add the client to your newsletter list (with permission)
Schedule a six-month follow-up to check in
Why It Works
This checklist keeps both you and your clients on the same page from start to finish. It eliminates surprises, builds trust, and helps you provide a white-glove experience without burning out.
Instead of starting from scratch each time, your business now runs on a repeatable, reliable process that reflects professionalism—and frees you to focus on creativity and connection.
Ready to refine your process even further?
Use this checklist as your starting point, then layer in your own tools, templates, and automations. The more clearly you guide your clients, the more confident—and profitable—your projects become.