Case Study 01: Streamlining Scope & Vendor Clarity

Location: New York, New York
Challenge: A boutique event production firm was overwhelmed by clients who didn’t understand the boundaries of their role. This led to frequent scope creep, confusion around vendor tasks, and misaligned expectations—despite clear contracts.
Solution: We designed a new onboarding and boundary-setting experience that included:

• A branded digital welcome guide clearly outlining scope and planner roles

• A scenario-based expectations section to reduce miscommunications

• A visual “Client Journey Roadmap” showing each planning phase

• A vendor responsibility matrix to clarify who handles what
  

  Outcome: Scope-related inquiries dropped by 60%. Clients felt clearer and more confident, leading to a calmer planning process and better collaboration with vendors.