How to Communicate Brand Processes Clearly

If your customers need a dictionary, a google search and a couple of phone calls to understand your process, we’ve got a problem. Leaders in regulated industries - like healthcare, banking, insurance and the others often sacrifice customer experiences at the altar of stringent compliance norms. Forms, procedures, and long processes become the standard. Jargons and tech talk get thrown around like confetti. Eventually it leaves customers feeling overwhelmed, frustrated, and helpless. When complexity becomes the default, customer relationships suffer. That's why we often see that as soon as a new entrant simplifies things, it triggers a big exodus of even loyal customers of existing brands towards the new option. Sometimes it happens quietly without a whimper. And as brand owners, if we end up noticing it too late, it hits growth, market share and profitability. Regulated industries can, and should create effortless customer experiences. Ease is not about bypassing compliance. It is about designing customer journeys that respect regulations while remaining: ✅ clear, ✅ empathetic, and ✅ straightforward. Here are THREE things I advise my clients who run a compliance-heavy business: 👉🏼 Make simplicity in communication non-negotiable. Replace jargon-filled language with clear, simple explanations. Start with the assumption that your customer does not understand a word of the compliances. The onus is always on you to make it easier to understand. 👉🏼 Proactivity goes a long way. Clarify expectations upfront. Explain the process upfront. Provide guidance and support upfront. This reduces customer effort, eliminates uncertainty and helps smooth sailing through compliance-related processes. 👉🏼 Infuse empathy into every interaction. Train teams to prioritize empathy. Train them on understanding customer perspectives and emotions. Train them to take ownership of the entire customer journey and not just a link in the chain. If you look at it now, these are three very simple things which I'm sure you already know in probably different contexts. But try applying it cohesively and consistently in the context of making your customer's life easy. That's when the magic happens! 🔮 P.S. Tag a company that went above and beyond to make a seemingly complicated task easy for you. Let's give them a shout out today! #CustomerExperience #CustomerDelight #Leadership #CustomerCentricity

Your diagrams are useless if no one understands them. Here’s how I make every process step crystal clear: When I build process diagrams in Puzzle, I obsess over clarity. A great process map isn’t just about how it looks—it’s about how well it communicates. And that starts with writing step notes that anyone can follow. ⚠️ Warning: If you use Miro or Lucidchart you may experience extreme FOMO watching this video, because it's impossible to write detailed notes in your diagrams without muddying up your already-muddy picture. Ok back to process clarity in Puzzle... 👉 Here’s the framework I use: 1️⃣ Organize with sections Avoid walls of text. Break down information into clear sections so readers know where to find what they need. 2️⃣ Reference the previous step Always bridge the gap. Mention what happens in the step before, so readers understand the flow without guessing. 3️⃣ Define roles and systems Be specific. If a person is responsible, name their role. If it’s automated, name the system (or AI) handling it. 4️⃣ State the purpose End with why this step matters. What’s the goal? What’s being achieved? Keep it simple but meaningful. 5️⃣ Include useful links Whether it’s a form, a document, or an SOP, link out to resources that make the step actionable. If there’s nothing to link, I still create a placeholder-it’s better than leaving a gap. For example, in our demo request process, we have a Typeform step. The step note explains: - What the customer does (fill out the form). - What happens next (the form sends data to Clay). - Why it’s important (to nurture leads effectively). - And it links directly to the Clay table for context. This structure ensures anyone-whether it’s me, my team, or a collaborator-can understand what’s happening and why. What’s your go-to strategy for making process documentation clear? Let’s swap notes.

PASSION without PROCESS falls flat. You can have the BEST reputation and the most "fabulous" product, but without a clear process, clients will be frustrated and confused. ✅ Here's my recipe for a winning customer experience: → COMMUNICATION Always. Every step of the way. Literally OVERCOMMUNICATE. Clients want to be in the loop throughout the *entire* process! (Not only to take payment!) My clients appreciate knowing what to expect and when to expect it. No loose strings, no surprises. No babysitting or pulling teeth. You want to feel taken care of! You want to feel "they've got me." → REALISTIC TIMEFRAMES Giving timeframes that only include a part of the process is a waste of everyone's time. Make sure to include initial drafts, revisions, and any deliverables in the timeframe. There should be a clear start date, end date, and any major project milestone dates. Make sure the client knows at which stages they'll need to dedicate time to review. → PROJECT CONTACT The project contact should be clear on all sides so the client knows who they're communicating with throughout the project. Only use email or WhatsApp? Make sure that's clear BEFORE the project begins. I walk through our entire process on discovery calls, before a client even signs on, so I know we're all on the same page. → REVISIONS Make sure to outline how many rounds of revisions are allowed and what type of feedback is acceptable. There's nothing more frustrating than going through the process blindly because you have no idea what's included. I outline this on a process doc before we begin. (See attached.) I put a cap on how many rounds are included though I am generous if I feel the client respects the process. How do you communicate your client process? ------------------ I'm Charna, lead design consultant, and perfectionist. My branding helps you attract larger brands and close sales faster. Results our clients have seen: 🎯 an immediate increase in conversions 🎯 the ability to close deals faster 🎯 24X growth in under 3 years 🎯 interest from world-famous brands, 6 weeks after launch Want results like this? DM me. #cbdesign #branding #marketing