Client Background

A creative agency offering UI/UX, web, and graphic design services was struggling to manage multiple client projects simultaneously. Teams often worked in silos, project briefs were inconsistent, and feedback loops were unclear. The lack of structured documentation and knowledge-sharing processes caused delays and rework, impacting client satisfaction.

​

Problem Statement

1. No standardised project briefs or templates for design projects.

2. Feedback and approval processes were informal, leading to miscommunication.

3. Knowledge of best practices and previous project learnings was not stored centrally.

4. Team collaboration was inconsistent, especially for remote or part-time designers.

 

Objectives

1. Standardise project documentation and workflows.

2. Centralise knowledge and resources for easy access across teams.

3. Improve collaboration, reduce rework, and enhance project delivery efficiency.

4. Enable onboarding of new designers and interns with minimal disruption.

 

Approach & Methodology

Our team applied a Knowledge and Workflow Management strategy:

 

Process Mapping & Gap Analysis

• Mapped current workflows for project intake, design iterations, and client approvals.

• Identified bottlenecks, redundant steps, and areas where communication breakdowns occurred.

•  

Documentation Standardisation

• Developed templates for project briefs, design feedback, client approvals, and project handover.

• Created a knowledge repository to store previous project examples, design guidelines, and best practices.

 

Knowledge Management Implementation

• Set up a shared platform (e.g., Notion, Confluence, or Google Drive) with structured folders, access control, and version tracking.

• Implemented tagging and search functionality to make past work and references easily accessible.

 

Staff Training & Adoption

• Conducted workshops for team members on using the new templates and knowledge repository.

• Provided guides for maintaining documentation and contributing learnings from completed projects.

 

Solution

The final deliverables included:

​​

1. Standardised project briefs, approval templates, and handover checklists

2. Centralised knowledge repository for past projects, design guidelines, and SOPs

3. Workflow maps for project intake, iterations, and approvals

4. Training sessions for all team members on using new systems

 

Results & Impact

• Reduced project rework by 30% due to standardized briefs and clear feedback loops.

• Improved team collaboration and communication, especially for remote or part-time staff.

• Faster onboarding for new hires, with easy access to project history and best practices.

• Client satisfaction improved due to more consistent delivery timelines and quality.