Quickstart Guides for Really Social

The Brief Design a practical reference guide delivered to every new restaurant client at the point of signing with Really Social, covering the agency's processes, team structure, service framework, and first-30-days expectations.

The Problem A new client signing with a full-service marketing and technology agency faces an immediate influx of new information: a new platform, a new team, multiple running services, and no single place to find what they need. Without a clear reference point, the first week defaults to confusion, and confused clients become disengaged ones which was a problem that newly signed client having to cancel a few months in due to early stage confusion.

The Thinking Rather than organising the guide by internal department, the structure was built around the questions a new client actually asks in sequence. What happens first. Who to contact when something is unclear. What is already running and what still needs sign-off. Layout hierarchy, colour coding, and typographic structure were all directed toward reducing the cognitive load on someone who is running a business and managing a new agency relationship at the same time.

The Outcome The Quick Start Guide became a core component of Really Social's standard client delivery process, used at sign-up for every new restaurant joining the service. It reduced early-stage client friction and gave the account management team a single document to reference across onboarding conversations. This