Client Onboarding Checklist for Web Agencies: Set Projects Up for Success

The first two weeks of a client relationship set the tone for the entire project. Agencies that invest in a structured onboarding process report fewer scope disputes, faster approvals, and happier clients. Agencies that skip onboarding spend the rest of the project putting out fires.

This checklist covers what to communicate, what to set up, and how to structure the feedback process before design work begins.

Week 1: Kick-off and expectations

• Send a welcome document. Include the project timeline, key milestones, your team's contact information, and how communication will work (hint: not email threads).

• Define feedback rounds in the contract. Specify how many rounds are included (typically 2–3), what each round covers, and the deadline structure.

• Explain how feedback collection works. Tell the client you will use a visual feedback tool with share links. Show them a 30-second example of how to pin a comment on a live website.

• Collect all assets upfront. Logos, brand guidelines, copy, photography, access credentials. Chasing assets mid-project is one of the biggest causes of delay.

• Identify decision makers. Who has final approval? Make sure that person is included in every feedback round — not someone who reports to them.

Week 2: Project setup

• Set up the project in your feedback tool. Create the project in Feedash, add the staging URL, and configure integrations with Slack or your PM tool.

• Create the first feedback round. Name it 'Round 1 — Layout Review' and set a deadline 5 business days from the design delivery date.

• Generate a share link for the client. Add a password if the project contains sensitive content. Set an expiration date that matches the round deadline.

• Send a review brief. Before the client starts reviewing, send a short document explaining what to focus on in this round. 'This round covers layout and navigation only — we will address copy and imagery in round 2.'

• Connect your PM integration. Push feedback items to your Trello board, ClickUp space, or Monday.com workspace so developers see new items automatically.

Ongoing: Communication cadence

• Send a weekly status update — even if it is just 'all items from round 1 are resolved, we are preparing for round 2.'

• Acknowledge every piece of client feedback within 24 hours, even if you have not acted on it yet. Silence creates anxiety.

• Close each round formally: send a summary of what changed and ask for written sign-off before moving on.

Common onboarding mistakes to avoid

• Skipping the feedback tool introduction. Clients who do not understand the feedback process will default to email.

• Not defining round scope. Without clear scope, round 1 turns into a catch-all for every thought the client has ever had about websites.

• Assuming the client knows what you need. Be explicit about assets, access, and decision-making authority.