Design & Delivery
We design, build and launch the improvements, in the tools you already use.
Design & Delivery turns your priorities into a better client and employee journey: onboarding flows, communication, processes, SOPs and systems that are live and working. Every project is fixed price and managed by a PMP®-certified project lead, from design through launch and handover.
For when you know what needs to happen, and want it done.
It's a good fit if:
You've completed a Journey Snapshot or Baseline and want to act on the plan.
You already know what needs fixing and want it designed and built properly.
Your team doesn't have the time or project management capacity to deliver the changes alongside client work.
You want one accountable person managing the work from start to finish.
Something else may suit you better if:
You're not sure where the problems are yet. Start with the Journey Snapshot or Journey Baseline.
Need just one thing built? A Quick Fix may be all you need. Book a quick chat.
What we build.
Improvements your clients and team will actually use.
✓ Process redesign. Improving how work moves between clients, your team and your tools.
✓ Welcome and onboarding flows. Clear first steps, welcome packs and checklists.
✓ Standard operating procedures (SOPs). Documenting how the work is done, so it's done consistently.
✓ Client communication. Templates, touchpoints and updates that keep clients informed.
✓ Tools and systems. Setting up, configuring or improving your business systems, including automation and integrations.
✓ Offboarding and feedback. Handover, wrap-up and feedback steps that close each engagement well.
✓ Guides and designed materials. Content, guides and branded materials for each touchpoint.
✓ Project delivery. Coordinating timelines, people, risks and deliverables from planning through handover.
How it works.
Planned, built and managed through to launch.
Plan and design. We confirm the scope, deliverables, timeline, responsibilities and how we'll know each piece is done. Then we design the improved flows, templates and content for each touchpoint, and set milestones and reporting.
Build and launch. We set up the agreed changes in your existing systems, track progress, resolve blockers and keep everyone informed, so decisions don't stall.
Review and refine. We check that each deliverable meets what was agreed, measure progress against milestones and success measures, and refine where needed.
Handover and train. Your team gets training on the new processes and systems, plus the documentation and decisions behind them, so they can run the improved journey with confidence.
Review results. We compare the improved journey against your starting point and the success measures agreed at the start, then close the project and talk about what's next.
Timing: usually two to six weeks, depending on scope, and set out in your project plan.
Scope changes: any change to scope is agreed with you before it affects time or cost.
Ways to work with us.
Choose the level of support you need.
Project A fixed-price project with defined scope, milestones and deliverables, from a focused improvement to a larger piece of work across your journey.
Quick Fix One finished asset, such as an onboarding sequence or SOP, built in your tools. A simple way to tackle a single priority.
Partnership Once improvements are live, a monthly retainer keeps them working and improving as your business changes.
Who does the work.
One accountable lead. The right specialists when you need them.
Fiona Haynes, PMP®, leads every project personally. With experience as an art director and project manager in agencies across Canada, and on the client side, she designs improvements that work for the people using them and manages delivery so they get finished.
When a project needs specialist skills, Fiona brings in trusted partners in web design and development, automation and integrations, copywriting and content, and photography and video. She manages their work as part of the same plan, so you keep one point of contact and one accountable lead.
Questions, answered.
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Yes. If you already know what needs fixing, we'll confirm the scope and success measures at the start and go from there.
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Every project is fixed price, confirmed once the scope is clear, so you know the cost before work starts. Most projects take two to six weeks, depending on scope.
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Any change to scope is agreed with you before it affects time or cost.
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Yes. We build in the tools you already use and recommend new software only when it would genuinely help.
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Yes. Every project ends with a handover, training and documentation, so your team can run the improved journey with confidence.
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Fiona Haynes, PMP®, leads every project. When a project needs specialist skills, such as web development, automation, copywriting or photography and video, she brings in trusted partners and manages their work as part of the same plan.
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In some ways. You get a PMP®-certified project lead managing the work, but as a fixed-price project with a defined scope, rather than open-ended hours. We also design and build the improvements, not just manage them.
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We review the results against your starting point, hand everything over and close the project. If you'd like ongoing support, a Partnership retainer keeps the journey working as you grow.
Ready to get the work done?
Start with a free conversation. We'll talk through what you want to improve and the best way to deliver it.