Whether you’re a fellow creative or a future client, I believe transparency makes everything easier. As a freelance designer, one of the biggest lessons I’ve learned is that a smooth onboarding process creates a better project, better results, and better relationships.
In this post, I’ll walk you through the essential documents I use with clients, the timeline I follow, and tips for other creatives who want to build their own professional and respectful process.
✨ Why a Good Onboarding Process Matters
Creative projects can be messy without clear communication. In the past I didn’t have these things in place and I always felt lost when working on projects. If I felt lost, how did my clients feel? Having a solid onboarding process has ironed out any teething issues and gives my clients all the information they need about their project and how I work.
Having the right systems in place helps with the following:
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Set expectations early
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Build trust and professionalism
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Avoid scope creep or awkward money chats
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Reduce client ghosting
Let’s break it down…
🗂 The Key Documents Every Creative Freelancer Needs
Each of these plays a role in guiding the client from curious enquiry to confident collaboration:
1. Services Guide (aka the Anti-Price List)
Instead of dropping a cold list of prices, this branded PDF outlines:
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What you offer
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Typical timelines
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What’s included in each service
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Investment ranges (“Projects start at…”)
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Your design process
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Testimonials and next steps
Why it helps: It positions you as a professional with a process, not just a creative for hire.
2. Client Intake Form
A short form you can put on your website to gather details about:
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Their goals
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Budget and timeline
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Brand info or website
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What they’re looking for
Why it helps: It saves time and ensures you’re a good fit before investing energy into proposals or meetings. If you tailor it with the best form inputs and information you can filter out the tyre kickers.
3. Project Proposal & Estimate Sheet
Tailored to the client’s answers in the intake form or discovery call, this outlines:
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The project scope
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Deliverables
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Timeline
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Pricing
Why it helps: Everyone’s on the same page before money or files change hands. I have an estimate sheet too which is a one page PDF that breaks down small/returning client projects. It also has payment terms and details featured at the bottom.
4. Contract or Terms & Conditions
This is probably the most important file you need in your client onboarding process. This outlines your terms and conditions and covers you and your client. It can include details about what you will supply, break down of cost, delays, late payment fees, etc.
Make sure to include:
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Payment schedule
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Revisions policy
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Cancellation terms
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Copyright and usage rights
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What happens if things go off track
Why it helps: Protects you and your client from confusion or disputes.
5. Invoices
I use FreeAgent to send all of my invoices and track payments but you can keep track of these offline by using a PDF file that you send instead.
I usually send two:
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Deposit Invoice (50% up front)
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Final Invoice (before file delivery)
Tools like FreeAgent, PayPal, Wave, or Notion can help here.
6. Welcome Packet or Kickoff Guide
This helps get the project off to a great start. It might include:
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What to expect next
- Working hours
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Project timeline
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Communication expectations
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Your revision process
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File delivery info
Why it helps: It eliminates guesswork and builds trust right away.
7. Presentation Documents / Mockups
When delivering designs, I include mockups and rationale so clients can see the work in context and understand the design decisions. This is usually mockups of the clients logo featured on various products such as business cards, apparel, etc.
8. Wrap-Up & Final Delivery
Once the project is approved:
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Final invoice is paid
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Files are delivered in a well-organized folder (usually with a readme file)
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A short offboarding message or brand usage guide is sent
9. Testimonial Request
It’s best to ask for a testimonial/Google review as soon as the project is wrapped up. This is because the client is still on that high of being impressed with your work. Not all clients will find the time to do this for you so maybe just prompt them when you check in with them next time.
A simple message like:
“If you’re happy with how everything turned out, I’d love a short testimonial for my portfolio!”
(You can even provide a few prompt questions to make it easier.)
🗓️ Timeline: When to Send Each Document
| Stage | What to Send |
|---|---|
| Enquiry | Services Guide + Intake Form |
| After Intake Form | Proposal + Invite to Discovery Call (optional) |
| Booking | Contract + Deposit Invoice |
| Kickoff | Welcome Packet + Timeline |
| Design Delivery | Mockups + Revision Tracker |
| Project Approval | Final Invoice + File Delivery |
| Wrap-Up | Testimonial Request + Offboarding Doc (optional) |
🔄 What If Clients Ghost After You Send Prices?
This is incredibly common, and the fix often lies in how and when you share pricing.
✅ Tip: Lead with discovery, not numbers. Use your Services Guide to explain the value behind your work, and talk about money only after you understand what the client needs.
You’re not “too expensive” you just haven’t shown them what they’re investing in yet.
🎁 For Fellow Freelancers: Build Your Own Process
If you’re a designer or creative and don’t have these documents yet:
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Start small: build a simple intake form (Google Forms or Notion)
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Draft a friendly, on-brand PDF with your services and process
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Use templates for proposals and invoices
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Don’t skip the contract (it’s easier than you think!)
You’ll look more professional, feel more confident, and attract better clients.
💬 Want to Work Together?
If you’re a client curious about what it’s like to work with me, I hope this gave you a clear picture of what to expect. And if you’re a creative looking to improve your process, feel free to reach out. I’m always happy to share tools and tips.
