Example of a Detailed Change Request Process for Website Projects

A structured Change Request Process ensures that client requests outside the original scope are properly documented, evaluated, and billed accordingly. Here’s a step-by-step approach and also here is a link to a template you can modify. Download Change Request Process Template.

1. Define the Change Request Process in Your Contract

Before the project starts, clearly outline the process for handling changes in your Scope of Work (SOW) or contract. Specify:
✅ How changes will be requested (e.g., email, project management tool, form submission)
✅ How they will be assessed (impact on cost, timeline, resources)
✅ How approvals and billing will be handled

Example contract clause:
“Any requests beyond the agreed scope will be reviewed and subject to a formal change order. Additional costs and timeline adjustments will be presented for client approval before any out-of-scope work begins.”

2. Establish a Change Request Form

To maintain a clear record, use a Change Request Form that captures essential details. This can be a Google Form, PDF, or an embedded form in your project management tool.

Example Change Request Form Fields:

📌 Requestor Name & Contact
📌 Project Name & Reference Number
📌 Detailed Description of the Requested Change (e.g., “Add a testimonial slider on the homepage”)
📌 Reason for Change (e.g., “Client wants to showcase customer feedback”)
📌 Priority Level (Low, Medium, High)
📌 Impact on User Experience or Business Goals (Why is this important?)
📌 Requested Deadline (if applicable)

3. Review and Assess the Change

Once a change request is received, the project manager or lead developer should evaluate:
✅ Feasibility – Can this be done within the current project framework?
✅ Timeline Impact – Will this delay delivery? If so, by how much?
✅ Cost Implications – Additional design, development, or testing time required?
✅ Dependencies – Will this affect other features or require third-party integrations?

4. Provide a Formal Change Order Document

After reviewing, issue a Change Order Document outlining:
✅ Description of the Change
✅ Revised Timeline (if applicable)
✅ Additional Costs (fixed price or hourly rate)
✅ Approval Section for Client Sign-Off

Example Change Order Format:

Change Order #2025-001

• Project Name: ABC Website Redesign
• Requested Change: Add a testimonial slider to the homepage
• Scope Impact: This requires design adjustments and additional development time
• Timeline Impact: +2 additional business days
• Cost Estimate: $250 (2 hours of development + testing)
• Approval:
  • ☐ Approved
  • ☐ Not Approved
• Client Signature: ______________________
• Date: _______________

5. Get Client Approval Before Proceeding

No out-of-scope work should begin until the client signs off on the change order. This prevents disputes over extra costs later.

• If approved → The work is scheduled and completed as per the revised timeline.
• If not approved → The change request is declined or postponed to a future phase.

6. Track and Document All Changes

Use a project management tool like Asana, ClickUp, or Monday.com to log all change requests. Keep a shared record with the client to ensure transparency.

📌 Track: Request status (Pending, Approved, In Progress, Completed)
📌 Maintain Logs: Keep all approved changes in a central document for reference

7. Invoice for Additional Work Separately

If additional fees apply, make sure they are billed separately or added to the final invoice with clear breakdowns.

• For hourly-based changes: Add a line item with “Change Request #XYZ – 2 Hours @ $125/hr”
• For fixed-price changes: Include the pre-approved price from the Change Order

Final Thoughts

A structured Change Request Process:
✅ Prevents scope creep from eating into agency profits
✅ Ensures clients understand the impact of their requests
✅ Keeps projects organized and on schedule