Operating as a remote, self-managed, and outcomes-based agency requires a specific and deliberate way of working. Rather than leaving new hires to navigate expectations on their own, DUO uses onboarding processes developed based on past experience to empower individuals from day one. This tailored approach sets clear expectations and equips new team members with the exact tools and clarity needed to succeed in their role.
At DUO, onboarding is defined as the process of introducing a new team member to the agency: what DUO does, how things are done, what differentiates DUO from other agencies, and how an individual can fit in to enhance both the collective team and themselves.
Preparation begins long before a new team member’s start date: a welcome letter serves as a guide for the first few days, providing practical tips for the day before starting, key details for day one, probation period expectations, and general onboarding guidance, while a probation tracker includes a dedicated onboarding section with pre-joining (contracts, digital platform user account setups, laptop setup, tracker configuration, scheduling check-ins, and nominating a buddy) and post-joining checklists (access to relevant client information and addition to client communication groups, and more).
An onboarding manual developed from experience
DUO’s onboarding manual is not a static document; it is continually updated and refined using past agency and environment experience. It utilises a dynamic mix of reading materials, video tutorials, and live interactive sessions with team members where new joiners can learn, interact, and ask questions.
The onboarding training has been structured into focused modules and – after trialling various durations – has been streamlined to between 2 and 3 weeks, a duration that gives new joiners sufficient time to ease into real client work without feeling overwhelmed as a result of daily back-to-back training sessions. Training does not follow a rigid schedule, and modules most relevant to the individual’s specific role and function are completed earlier.
Module 1, delivered in the first week, is a foundational model that covers DUO’s HR processes, the company’s core collaboration and communication tools (such as Monday.com and Telviva One for business calls), business units, and the agency’s clients. Usually handled by a Business Unit Director, this module also introduces new joiners to key guidelines such as the DUO Compass, Benchmark of Standards, and AI Policy so that they can align with agency values.
The subsequent modules combine self-study (through written and video material) with one-on-one sessions. Provided reading materials serve as a foundation for interactive, engaging conversations rather than static slide presentations, while the one-on-one sessions, usually handled by various senior team members, are recorded for easy reference and to help the senior team identify areas for continuous improvement. Our CEO, Judith, almost always leads the module on the DUO brand – explaining why DUO exists and what makes it unique.
Feedback and monitoring
New team members are sent surveys upon completion of each training module to confirm that they have completed and understood each section, while an overall feedback survey is sent out at the end of the onboarding process to gain insight into how well the onboarding was received. Rather than functioning as a tick-box compliance task, these surveys give new team members an avenue to ask further questions on topics where they feel uncertain and suggest improvements for future cohorts.
To monitor progress throughout the six-month probation period, new joiners receive a scorecard featuring simplified Key Performance Indicators (KPIs) that track responsibilities that are unique to their role as well as shared team responsibilities. Rather than relying on feedback only from a direct line manager, this document combines self-scoring alongside team scoring gathered from line managers as well as colleagues who are working with the new team member.
The foundation of talent retention and growth
To support new team members, each hire is paired with an experienced employee who serves as their ‘buddy’. Nominated prior to joining, the buddy provides support throughout probation and over the long term. This system balances hands-on assistance and support with personal accountability, offering help without micromanagement.
While team members are held accountable for their time and work, DUO ensures they are backed by all the necessary tools, systems, and guidance required to excel in their roles.
Ultimately, onboarding at DUO is far more than a one-day exercise in handing out laptops and company policies. It is a strategic effort to develop team members who fit into the culture, enhance the collective, retain attractive talent, and foster long-term professional growth.
Are you smart, results-oriented, and passionate about tech? Do you enjoy exploring new opportunities and challenging yourself to be innovative and output-focused for your clients? Are you excited about working in a dynamic environment that celebrates successes? If so, a career at DUO might be the perfect fit for you. View our job opportunities here.
By Ammaarah Kootbodien and Charlote Hlangwane, Senior Account Managers at DUO