Reimagine Client Onboarding: A Step-by-Step Virtual Workshop Using the AI Design Sprint™ for a Seamless Client Welcome Experience

Hey there! This article is part of a series exploring how a digital marketing agency used AI to transform their operations. If you’re just joining us, catch up on Part 1 and Part 2 to see how they revolutionised their lead generation and sales processes.

Now, in Part 3, we’re diving into client onboarding – that crucial first impression that sets the stage for a successful partnership. We’ll explore how the agency tackled common onboarding challenges, like gathering essential assets, ensuring smooth handovers, and maintaining clear communication, using the innovative AI Design Sprint™ framework.

Ready to transform your agency’s client onboarding? Let’s get started!

Understanding the Agency

The Agency That Struggled with Client Onboarding

Imagine a small but rapidly growing digital marketing agency. They’re expanding their services and bringing on new talent – Onboarding Specialists, Account Managers, Creative Directors, Project Managers, and Data Analysts. Sounds exciting, right?

But with growth comes new challenges. Their client onboarding process was becoming increasingly chaotic. Each new client had unique needs, deadlines were often missed, and the handover from sales to delivery was like navigating a maze blindfolded. Incomplete asset collection and a lack of standardised procedures were causing frustration for both the team and their clients.

Does this sound familiar?

Here’s a glimpse of the issues they faced:

Disorganised Onboarding: Every new client felt like a scramble, making it difficult to present a polished and professional image.
Communication Breakdowns: Multiple team members were involved, but without a clear process, miscommunications and missed deadlines were frequent.
Missing Information: In the rush to onboard new clients, essential brand assets were sometimes overlooked, putting projects at risk.
Manual Processes: Tracking everything manually and chasing down information was time-consuming and inefficient.

Their goal was clear: revamp their client onboarding, unify team efforts, and leverage the power of AI to create a seamless and efficient experience.

The AI Design Sprint™: A Roadmap for Transformation

To achieve this ambitious goal, the agency adopted the AI Design Sprint™ – a structured process that ensured every detail was considered and every voice was heard. Let’s walk through their journey step by step.

Mapping the Current Client Onboarding Process (Steps 1–3)

Step 1: Check Whether the Process Describes Reality

The team kicked things off by gathering virtually, using Zoom and Miro to map out their existing client onboarding workflow. They collaboratively documented each stage of the process, from initial client sign-up to project execution and feedback.

Onboarding Specialist (OS): “Okay, so after the contract is signed, we send a welcome email… usually.”

Account Manager (AM): “Yeah, but sometimes the sales team forgets to CC us, so we’re out of the loop.”

Creative Director (CD): “And then we try to gather brand guidelines, logos, etc., but it’s like pulling teeth. Everyone sends things in different formats.”

This exercise helped them identify any discrepancies between their documented process and the reality on the ground. Were there any informal practices that deviated from the intended workflow? This reality check was crucial for gaining a clear understanding of their current state.

Client Sign-Up: Initial agreement and contract signing.
Welcome Email: Sending a welcome email with basic information.
Asset Collection: Gathering brand assets and project requirements.
Internal Handoff: Transferring client information to the delivery team.
Project Kick-Off Meeting: Initial meeting to discuss project details.
Ongoing Communication: Maintaining regular updates with the client.
Project Execution: Delivering the agreed-upon services.
Feedback and Adjustment: Collecting client feedback and making necessary adjustments.

During this step, the team discussed how each stage was executed and identified discrepancies between the documented process and actual practices. This conversation highlighted areas where informal practices deviated from the intended workflow, providing a realistic view of their client onboarding process.

Step 2: Mark and Describe Pain Points with Red Post-Its

Next, they used red sticky notes to pinpoint the major obstacles in their onboarding process. This included issues like:

Inconsistent Asset Collection: The lack of standardised templates led to variations in the information gathered from each client.
Manual Handoffs: Transferring client information between sales and delivery teams was a manual and often inefficient process.
Communication Gaps: Inconsistent messaging and a lack of centralised communication led to confusion and potential for misaligned expectations.

Project Manager (PM): “The manual handoff is a nightmare. Information gets lost, deadlines get missed… it’s a constant fire drill.”

Data Analyst (DA): “And trying to pull together data for reporting is a mess. Everyone’s using different systems, nothing integrates.”

By openly discussing these pain points, the team gained a shared understanding of the challenges they needed to address.

Step 3: Mark High-Value Points with Green Dots

With the challenges laid bare, they shifted their focus to identifying high-value opportunities for improvement. Using green dots, they highlighted areas where AI could make the biggest impact, such as:

Standardised Onboarding Templates: Creating consistent templates for gathering client information and brand assets.
Streamlined Handoff Process: Automating the transfer of client information between teams.
Consistent Communication: Ensuring clear and consistent messaging throughout the onboarding journey.
Automated Asset Tracking: Implementing a system for automatically tracking and managing client assets.

Sales Manager (SM): “If we could automate the asset collection, that would free up so much time for the sales team.”

CD: “And standardised templates would be a game-changer for the creative team. We’d get everything we need upfront.”

By prioritising these areas, they could focus their efforts on the changes that would deliver the most significant benefits.

AI Cards and Prioritisation (Steps 4–5)

Step 4: Go Through AI Cards Two at a Time, Copy Them If Relevant

The team explored various AI solution categories, using AI cards to spark discussion. They considered AI Workflow Automation for streamlining handoffs, AI Data Integration for consolidating client information, AI Content Generation for crafting consistent welcome communications, and AI Compliance Checks for ensuring brand and ethical standards.

Facilitator: “Let’s look at this AI Workflow Automation card. How could this help with our handover process?”

PM: “Well, it could automatically trigger tasks and notifications, ensuring everyone’s on the same page.”

AM: “And it could track progress, so we can see where things are getting held up.”

They examined each AI category, discussing how these solutions could address their identified pain points. This exploration helped them understand the capabilities of each AI tool and how it could be applied to their specific needs.

Step 5: Prioritise the Three Most Important AI Cards for Each Step

Through dot-voting, the team selected the three most promising AI solutions:

AI Workflow Automation for streamlining handoffs,
AI Data Integration for unifying client information and assets,
and AI Content Generation for ensuring consistent communication.

Facilitator: “Okay, it looks like Workflow Automation, Data Integration, and Content Generation are our top contenders. Any objections?” Team: “Sounds good!”

This prioritisation ensured they focused on the AI solutions that would have the greatest impact on their onboarding process.

Focusing the Sprint (Steps 6–7)

Step 6: Select Two Process Steps to Focus On

The team decided to concentrate on two key areas: asset collection and the internal handoff process. These were identified as the most impactful areas for improvement.

Facilitator: “Right, we’re going to narrow our focus to asset collection and the handoff process. These seem to be the biggest bottlenecks.”

OS: “Definitely. If we can nail these two, everything else will be smoother.”

Step 7: Move and Reformulate the Two Selected Focus Points

They then redefined these focus areas, creating “anchor points” for their sprint: the AI-Powered Asset Collector, designed to ensure comprehensive and consistent collection of brand assets, and the Automated Handoff Workflow, aimed at streamlining the transition of client information from sales to delivery.

Facilitator: “So, our two anchor points are the AI-Powered Asset Collector and the Automated Handoff Workflow. Let’s make sure we have clear descriptions of each.”

AM: “The AI-Powered Asset Collector will use templates and client data to automatically gather everything we need.”

PM: “And the Automated Handoff Workflow will automate the transfer of information between teams, right?”

Integrating and Examining Neighbouring Steps (Steps 8–9)

Step 8: Integrate the Anchor Points into the Existing Process

The team mapped out how these AI tools would integrate into their existing workflow. The AI-Powered Asset Collector would gather brand assets based on standardised templates and client inputs, while the Automated Handoff Workflow would manage the transfer of client information, track progress, and ensure timely completion.

Facilitator: “Let’s see how these new tools fit into our current process. Where do they slot in?”

CD: “The AI-Powered Asset Collector would come in right after the welcome email, I guess.”

OS: “And the Automated Handoff Workflow would take over once the assets are collected.”

Step 9: See How Neighbouring Steps Are Influenced

They then considered how these changes would influence other parts of the onboarding process. For example, AI could suggest essential brand assets based on client data and past projects, while consistent communication messaging would enhance the professionalism of their welcome emails.

DA: “If we have better data upfront, that will make my job so much easier when it comes to reporting.”

SM: “And consistent messaging will make us look so much more professional to our clients.”

Big-Picture Review & People-AI Interactions (Steps 10–12)

Step 10: Rethink the Entire Process

The team stepped back to review the entire revamped workflow. They wanted to ensure that the AI integrations would enhance efficiency and consistency without compromising client relationships or service quality.

Facilitator: “Okay, let’s take a step back and look at the whole picture. Does this new process feel like it addresses our initial pain points?”

AM: “It definitely seems like a big improvement. Everything is more structured and automated.”

Step 11: Add How and Where People Could Help AI Perform Well

They clearly defined each team member’s role in the AI-enhanced process, ensuring everyone understood how to interact with the new tools. The Onboarding Specialist would oversee the AI-Powered Asset Collector, the Account Manager would collaborate with the Automated Handoff Workflow, and so on.

Facilitator: “How will everyone interact with these new AI tools? Let’s assign specific roles.”

OS: “I can oversee the AI-Powered Asset Collector and make sure everything is organised.”

PM: “And I can use the Automated Handoff Workflow to track progress and manage deadlines.”

The Onboarding Specialist (OS) oversees the AI-Powered Asset Collector, ensuring all necessary assets are gathered and organising them for the delivery team.
The Account Manager (AM) collaborates with the Automated Handoff Workflow to ensure seamless information transfer and follows up on any outstanding items.
The Creative Director (CD) reviews collected assets to maintain brand consistency.
Project Managers (PM) utilise the Automated Handoff Workflow to track project timelines and deliverables.
The Data Analyst (DA) provides insights to optimise asset collection and workflow processes.
Lastly, the Sales Manager (SM) ensures that client expectations are accurately communicated to the delivery team.

They delineated each team member’s role in the AI-enhanced process, ensuring that everyone knew how to interact with the new tools effectively. This clarity fostered ownership and accountability within the team.

Step 12: Mark Sketches Where a Person Interacts with AI

The team created a flow diagram to visualise how people would interact with the AI tools. This helped them understand the touchpoints and ensure smooth collaboration.

Facilitator: “Let’s sketch out a flow diagram to visualise these interactions. Where will people interact with the AI?” (Team members collaborate on a diagram, drawing boxes and arrows)

They created a flow diagram to visualise interactions.

The Onboarding Specialist inputs client requirements into the AI-Powered Asset Collector.
The Account Manager reviews and personalises AI-generated welcome communications.
The Creative Director ensures alignment with brand standards.
The Project Manager utilises the Automated Handoff Workflow to manage approvals and track progress.

By mapping out these interactions, the team gained a clear understanding of their touchpoints with the AI tools. This visual aid facilitated smoother collaboration and highlighted areas where human input was essential.

Refining Anchors & Tasks (Steps 13–14)

Step 13: Revisit Anchor Points and Improve Descriptions

The anchor points were refined for clarity and precision. The AI-Powered Asset Collector would now leverage data-driven insights, and the Automated Handoff Workflow would use AI-driven task assignments and notifications.

Facilitator: “Let’s refine our descriptions of these anchor points. Are they clear and specific?”

CD: “The AI-Powered Asset Collector should also use data from past projects to suggest relevant assets.”

They refined their anchor points to ensure clarity and precision. The AI-Powered Asset Collector now ensures comprehensive collection of brand assets based on standardised templates, client inputs, and data-driven insights. The Automated Handoff Workflow manages the transfer of client information, tracks progress, and ensures timely completion through AI-driven task assignments and notifications.

This step helped the team fully grasp the functionalities and benefits of each AI tool, facilitating better implementation.

Step 14: Break Each Anchor Point into Four Sub-Steps

Each anchor point was broken down into four sub-steps. For the AI-Powered Asset Collector, this included template configuration, client data integration, automated asset collection, and human verification. For the Automated Handoff Workflow, it involved submission for handoff, information verification, revision tracking, and final handoff approval.

Facilitator: “Now, let’s break down each anchor point into four smaller steps. What are the specific tasks involved?” (Team members work together to list out the sub-steps)

For the AI-Powered Asset Collector:

Template Configuration: Define standardised asset collection templates with consistent categories and requirements.
Client Data Integration: Input client-specific information and project requirements into the AI system.
Asset Collection: AI gathers the necessary brand assets based on templates and client data.
Human Verification: Onboarding Specialist reviews, edits, and organises the AI-collected assets.

For the Automated Handoff Workflow:

Submission for Handoff: Completed asset collection is automatically routed to the delivery team.
Information Verification: AI verifies that all necessary information and assets are included.
Revision Tracking: Automated notifications ensure timely updates and revisions.
Final Handoff Approval: Project Manager oversees the final approval process, ensuring all requirements are met before project kick-off.

Breaking down each anchor point into actionable sub-steps provided a clear roadmap for implementation. The team could now follow these detailed steps to ensure each aspect of the process was addressed effectively.

Final Declarations & Ethical Checks (Steps 15–17)

Step 15: Restate the AI Technologies Used

The team reiterated the specific AI technologies they were using, including AI Content Generation for welcome emails, AI Workflow Automation for handoffs, and AI Data Integration for unified client information.

Facilitator: “Just to confirm, we’re using AI Content Generation, AI Workflow Automation, and AI Data Integration, correct?”

Team: “Yes, that’s right.”

They utilised AI Content Generation through natural language processing models for drafting consistent welcome communications. AI Workflow Automation was implemented using machine learning algorithms to manage handoff processes and track progress. AI Data Integration consolidated client information and assets from Sales, Onboarding, and Delivery teams into a unified system.

They reiterated the technologies involved to ensure everyone was on the same page regarding the tools they were implementing. This step reinforced the technical foundation of their new process.

Step 16: Give the New Process a Catchy Name

Facilitator: “Any ideas for a catchy name for our new process?”

OS: “How about ‘OnboardSync’? It captures the idea of smooth, automated onboarding.”

Team: “We like it!”

They named their new process “OnboardSync,” highlighting the seamless synchronisation and intelligent automation it brought to their client onboarding.

Choosing a memorable name helped the team embrace the new process. It fostered a sense of identity and ownership, making it easier to communicate and refer to the system internally.

Step 17: Individually Select Relevant AI Ethics Cards

The team discussed the ethical implications of using AI and selected relevant AI ethics cards, focusing on transparency (clearly communicating AI’s role), privacy (safeguarding client data), fairness (avoiding biased asset prioritisation), and accountability (maintaining human oversight).

Facilitator: “Now, let’s talk about ethics. Which principles are most important to consider here?”

DA: “Transparency is key. We need to be upfront with clients about how AI is being used.”

AM: “And we need to make sure their data is protected.”

Addressing ethical considerations was paramount. The team discussed how to uphold these principles, ensuring their AI integrations were responsible and trustworthy.

Scenario Planning & Realignment (Steps 18–21)

Step 18: Write Best- and Worst-Case Scenarios

Facilitator: “Let’s think about the best and worst possible outcomes. What could go right, and what could go wrong?”

PM: “Best case, we’re super efficient and clients love it. Worst case, the AI messes up and we look unprofessional.”

They brainstormed best-case and worst-case scenarios for OnboardSync. Best case: a 50% reduction in onboarding time and a 20% increase in client satisfaction. Worst case: AI-generated asset collections are incomplete, leading to project delays and damaged client trust.

The team brainstormed potential outcomes, both positive and negative. This foresight helped them prepare strategies to maximise benefits and mitigate risks.

Step 19: Reflect on Implications for the AI Solution

Facilitator: “How can we prevent the worst-case scenario and make sure the AI is reliable?”

CD: “We need to have a human review process for all AI-generated assets.”

OS: “And we should continuously train the AI with new data to improve its accuracy.”

They developed strategies to mitigate risks and maximise benefits, including rigorous quality assurance checks, continuous AI training with new data, and feedback loops to refine the AI tools.

They discussed practical steps to address the worst-case scenarios, ensuring that their AI tools remained effective and trustworthy.

Step 20: Share with the Team and Align

Facilitator: “Let’s share our plan with the rest of the agency and get their buy-in.” (The team presents OnboardSync to their colleagues)

The team presented OnboardSync to the wider agency, explaining each team member’s role and the importance of collaboration in the AI-enhanced workflow.

Sharing the plan with the entire team fostered alignment and enthusiasm. Everyone felt involved and motivated to contribute to the successful implementation of the new system.

Step 21: Go Back to the Solution and Refine

Facilitator: “Let’s incorporate the feedback we received and make any necessary tweaks.”

AM: “The onboarding specialists need more control over the AI-generated assets.”

PM: “And the handoff workflow could be more intuitive.”

Based on feedback from the wider team, they refined the solution, adding advanced editing features for the Onboarding Specialists, simplifying the Automated Handoff Workflow interface, and scheduling comprehensive training sessions for all team members.

Refining the solution based on feedback ensured that the tools were user-friendly and met the team’s needs effectively. This iterative improvement was key to smooth adoption.

Note: Typically at this point a “Tech Check” is done by either external partners or internal tech teams to see if the proposed solution is viable from a technical point of view. If yes, there would be an agile prototype phase to develop and fine-tune before going into full development and integration.

Pilot & External Feedback (Steps 22–24)

Step 22: Pitch the Solution to External Users

They gathered feedback on the pilot, noting strengths like improved asset collection and reduced onboarding time, and areas for improvement, such as the need for more personalised asset collection.

Facilitator: “Let’s gather feedback from our pilot clients. What did they think?”

OS: “They loved the speed and efficiency, but some felt it was a bit impersonal.”

Engaging external users provided valuable insights into how their onboarding process was perceived, highlighting both strengths and areas for improvement.

Step 23: Seek Feedback

They compiled feedback into a Miro board, highlighting strengths such as improved asset collection quality and reduced onboarding time, alongside areas for improvement like enhanced personalisation and flexibility in asset requirements.

Organising feedback systematically allowed them to identify common themes and prioritise adjustments effectively.

Step 24: Discuss Feedback and Improve the Concept

Based on this feedback, they made final adjustments, configuring the AI tools to incorporate client-specific preferences and improving the workflow interface’s usability.

Facilitator: “Based on the client feedback, let’s make some final adjustments to OnboardSync.”

CD: “We need to make sure the AI can handle more nuanced asset requests.”

Key adjustments included configuring AI tools to incorporate client-specific nuances and preferences, enabling the AI-Powered Asset Collector to learn from past onboarding successes and client feedback for better future outputs, and improving the workflow interface’s usability based on client and team suggestions.

Implementing these refinements ensured that OnboardSync was more responsive to client needs and user-friendly for their team. With these refinements, OnboardSync was ready for full-scale implementation.

The Final Solution – “OnboardSync”

Recap of Pain Points Addressed

By the end of their 24-step journey, the agency had successfully transformed their client onboarding process. OnboardSync was born.

Here’s a recap of the pain points addressed:

Inconsistent Asset Collection: Resolved with standardised templates and AI-generated asset drafts.
Disjointed Handoff Processes: Unified with AI Workflow Automation, seamlessly connecting sales and delivery teams.
Overpromising Capabilities: Mitigated by Automated Review Workflows that incorporated checks to prevent incomplete asset collections.
Time-Consuming Processes: Drastically reduced through AI Workflow Automation, streamlining onboarding and handoff timelines.

The Pilot Next Steps

Next Steps

The pilot program confirmed the effectiveness of OnboardSync. Clients appreciated the professional and consistent experience.

The agency planned to integrate machine learning to further personalise asset collection, expand to multimedia asset management, and incorporate predictive analytics to forecast onboarding success rates.

Why a Step Process Works

Thoroughness vs. Speed

The structured AI Design Sprint™ proved invaluable. It ensured:

Robust Testing: Validation of solutions through pilot testing and iterative refinements.
Thoroughness: Comprehensive problem identification, addressing root causes, not just symptoms.
Systematic Exploration: Methodical evaluation of AI solutions for the perfect fit.
Inclusive Involvement: Engagement of all relevant roles, fostering ownership and collaboration.

Everyone Sees Their Part in the Puzzle

OnboardSync fostered a sense of shared purpose. From the Onboarding Specialist overseeing AI-powered asset collection to the Data Analyst leveraging unified data for strategic decisions, every team member understood their contribution.

AI with Purpose, Not Gimmick

Each AI solution directly addressed specific pain points:

AI Content Generation: Enhanced consistency and efficiency in welcome communications.
AI Workflow Automation: Streamlined handoff processes, reducing delays and bottlenecks.
AI Data Integration: Unified team inputs for coherent and comprehensive onboarding.

Ethical considerations were paramount, ensuring AI served as a tool for empowerment, not replacement.

Key Takeaways

The agency’s journey offers valuable lessons:

Targeted AI: Tailoring AI tools to specific pain points is crucial.
Team Engagement: Involving all relevant roles ensures cohesive implementation.
Ethical Standards: Upholding ethical principles maintains trust and integrity.
Continuous Improvement: Feedback and refinement are essential for long-term success.

The Resulting “OnboardSync”

OnboardSync includes:

Ethics Framework: Maintaining transparency about AI involvement and ensuring client data privacy.
Standardised Asset Collection Templates: Ensuring consistency and clarity.
AI-Powered Asset Collector: Drafting comprehensive asset collections based on templates and client inputs.
Human Verification: Allowing Onboarding Specialists to personalise AI-generated assets.
Automated Handoff Workflow: Managing client information transfers, tracking feedback, and ensuring timely revisions.
Unified Data Integration: Consolidating inputs from all teams into a single system.

Forward-Looking Upgrades

The agency’s vision for OnboardSync’s future includes:

Predictive Analytics: Forecasting onboarding success rates and proactively adjusting strategies.
Machine Learning-Based Asset Collector: Enhancing personalisation and contextual relevance.
Multimedia Asset Collection: Incorporating AI tools for generating and integrating multimedia elements.

Last Thoughts

In today’s fast-paced digital landscape, blending creativity with precision is key. Integrating AI into client onboarding isn’t just about keeping up; it’s about strategically implementing tools that solve real challenges and drive meaningful results.

If your agency is grappling with inefficient onboarding, embrace the AI Design Sprint™ . Gather your team, dive into a collaborative sprint, and watch your client onboarding transform into a synchronised and impactful force. Your clients, and your bottom line, will thank you.

Part 3 of 11: Client Onboarding