DESIGNING JOURNEYS AROUND PEOPLE.

We find and fix the friction in your client journey.

The Hive helps professional service and technology businesses map how clients and employees move through the business, from onboarding through service delivery to offboarding.

We pinpoint where things slow down or break, then design and build the fixes in the tools you already use.

Less chasing, fewer dropped balls and a consistent experience for every client, with a team that knows the process and a business that doesn't depend on one person.

Led by Fiona Haynes, PMP® · 15+ years in marketing, design and the creative industry

Book your free intro call
SEE HOW IT WORKS
A person holding a light bulb with digital icons representing global connectivity, teamwork, time, calendar, briefcase, handshake, light bulb, and document around it.

Client journey design, process improvement and project delivery, in one place.

Most advice stops at a report. The Hive connects insight with execution: we map the journey, find the friction, then design and deliver the fix in your own tools, managed by a PMP®-certified project lead.

Who we work with:

  • Architecture, interior design & engineering firms

  • Consulting & accounting practices

  • SaaS & MarTech companies

  • Digital & creative agencies

  • Coaching, online education & membership businesses

Four ways to work with us.

JOURNEY SNAPSHOT.

The low-risk place to start: five key improvement opportunities for one group's journey. $950, credited in full to a Journey Baseline.

EXPLORE THE JOURNEY SNAPSHOT

JOURNEY BASELINE.

Your full journey mapped from onboarding to offboarding, with a prioritized, priced plan.

EXPLORE THE JOURNEY BASELINE

DESIGN & DELIVERY.

Where the work gets done. The improvements designed, built in your tools and managed through to launch. Quick Fixes available for single assets.

EXPLORE DESIGN & DELIVERY

PARTNERSHIP.

A monthly retainer to keep your journey working as you grow.

EXPLORE PARTNERSHIP
Close-up of orange upholstered chairs around a wooden table in a conference room.

What we design and build.

Finished, working improvements, live in the tools you already use.

✓ Client onboarding flows, welcome packs and checklists

✓ Client communication templates and touchpoints

✓ Process redesign and standard operating procedures (SOPs)

✓ System setup, automation and integrations

✓ Offboarding, handover and feedback steps

✓ Guides, content and designed materials for each touchpoint

✓ Project management from planning through handover

Two hands typing on a laptop keyboard at a wooden table with a person wearing a white long-sleeve shirt and black watch. In the background, there is a blurred plant and a paper cup.

Growth adds friction.

As you add clients, people, projects and tools, the connections between them don't always keep up. Small gaps start to show up in how clients experience your service and how confidently your team can deliver it.

Sound familiar?

  • Onboarding depends on one person, or looks different depending on who handles it.

  • Clients get different answers depending on who they ask.

  • Your tools don't connect, so information lives across email, spreadsheets and several apps.

  • Your team isn't sure of the process, so they spend time chasing approvals, files and answers.

  • Handoffs between sales, onboarding and delivery aren't clear, so work stalls or scope drifts.

  • Clients finish without a clear wrap-up or next step.

You don't need to know exactly what's wrong to get help. Finding it is what the Journey Snapshot and Baseline are for.

A person in a yellow sweater holding a smartphone with speech bubbles and glowing lights emerging from the screen.

Onboarding, delivery and offboarding, for clients and your team.

We look at every stage through two sets of eyes: the client receiving the service and the employee delivering it.

  1. Onboarding: agreements, kickoff, access and first impressions

  2. Service delivery: handoffs, updates, quality and consistency

  3. Offboarding: wrap-up, renewal or cancellation, and what happens next

At each stage, we review your communication, processes, systems and tools.

We start with what already works and build on it, instead of defaulting to new software.

  • Person holding a lightbulb with digital icons representing networking, teamwork, time, calendar, business, communication, and ideas floating around.

    1. START THE CONVERSATION

    A free intro call to talk through your challenges and goals, agree whose journey to focus on (clients, employees or both) and confirm the right first step.

  • A smartphone on a tripod captures a photo of a woman and man sitting at a table, smiling, with a bookshelf and window in the background

    2. JOURNEY SNAPSHOT OR BASELINE

    The Snapshot gives you a focused look at one group's journey and five key improvement opportunities. The Baseline maps the full journey from onboarding to offboarding and builds a prioritized plan. Both end with a readout where you decide what happens next. There's no obligation to continue.

  • A person holding a smartphone with a digital overlay of shopping-related icons, including a store, a refresh symbol with the number 24, a shopping cart with a 9+ notification, a fingerprint scanner, and an envelope, while packing a cardboard box in a workspace.

    3. Design & Delivery.

    We design the improved journey and its assets, build them in your tools, and manage the project through to launch. If your priorities are already clear, you can start here.

  • A man sitting at a rustic outdoor table holding a yellow mug and looking at a laptop with sunglasses placed on the table. There is a house and trees in the background on a sunny day.

    4. HANDOVER AND RESULTS

    You get training, documentation and a before-and-after view against the baseline.

  • Woman with curly hair wearing headphones participating in a virtual meeting on her computer, with multiple people visible on the screen.

    5. PARTNERSHIP

    A monthly retainer to keep measuring and improving as your business changes.

A person extending their hand forward with digital review cards floating around, showing user profiles with star ratings.

People-first. Project-led.

The Hive is led by Fiona Haynes, PMP®, a certified project manager with more than 15+ years in marketing, design and the creative industry. Having worked in agencies across Canada and on the client side, she sees every service journey from both sides.

Every improvement is judged by one question: does it make the experience better for the people using it? Fiona leads each engagement personally, so you always have one accountable point of contact.

Based in Kamloops, BC, working with clients online.

ABOUT THE HIVE CONSULTANT
Book your free intro call

Questions, answered.

  • The Hive Consultant is a client experience and process improvement agency based in Kamloops, BC, working with professional service and technology businesses. We map the current client and employee journey, identify pain points in communication, processes and systems, then design and deliver the improvements through project-led work.

  • Professional service and SaaS businesses that manage client work through digital tools and processes, including architecture, interior design and engineering firms; consulting firms and accounting practices; SaaS and MarTech companies; digital and creative agencies; and coaching, online education and membership businesses. They're usually growing, and that growth has made onboarding, delivery or internal processes harder to keep consistent.

  • A fixed-price, focused review of one group's journey, such as your clients or your team. Within about two weeks, you get a snapshot report with a journey health scorecard, five key improvement opportunities and a 45-minute readout. It costs $950 plus applicable taxes, credited in full to a Journey Baseline booked within 60 days of your readout.

  • A fixed-price review of your current client or employee journey, from onboarding to offboarding. It includes research, a journey map, a pain-point register, a prioritized plan, a project plan and priced options for next steps.

  • No. If you already know what needs fixing, you can start with a Design & Delivery project, or a Quick Fix for a single asset such as an onboarding sequence or SOP.

  • A consultant typically advises on direction. The Hive focuses on the journey your clients and team actually experience, and we don't hand over a report and leave: we design, build and project-manage the changes until they're live.

  • Not necessarily. We build improvements in the tools you already use and recognize what already works. New tools are recommended only when they'd genuinely help.

  • No. The readout is a decision point. You can move into Design & Delivery with us, take the plan in-house, or pause.

  • Every service is fixed price. The Journey Snapshot is $950 plus applicable taxes. Other services are priced once scope is clear, after a free intro call.

  • No. The Hive is based in Kamloops, BC, but works predominantly online, so your location isn't a barrier.

Not sure where the friction starts? Let's find it.

Start with a free conversation. We'll talk through how your business works today and whether a Journey Snapshot or Baseline is the right first step.

START WITH A CONVERSATION