Use this:
A shared process only works if everyone follows it the same way. This project maps Tāhuna Consulting’s client intake process from first enquiry to work beginning — replacing an informal, memory-dependent approach with a structured workflow the whole team can follow consistently.
Problem
Tāhuna Consulting was handling new enquiries differently depending on who picked them up. Some got prompt responses, some didn’t. Scoping happened in conversation rather than through a structured process. Clients were sometimes unclear on next steps, and the team had no shared reference for what good intake looked like.
The result was inconsistent client experience, unclear expectations, and occasional scope creep from proposals that hadn’t been properly scoped.
Approach
I mapped the full intake process across three phases — Enquiry, Scoping, and Onboarding — identifying the decision points, handoffs, and failure modes at each stage.
- Defined clear entry and exit criteria for each phase
- Built decision points that force explicit yes/no answers rather than informal judgement calls
- Documented the reasoning behind each step so the team understands the why, not just the what
- Kept the process lean — no unnecessary steps, nothing that exists just to look thorough
Solution
A five-page process document including an intro and context page, a workflow map for each of the three phases, and a supporting notes page covering ownership, decision rationale, and what good looks like at each stage.
Outcome
A repeatable intake process that works the same way regardless of who is handling the enquiry. New team members can follow it without needing it explained, and the team has a shared reference point when something falls through the cracks.