This paper is focused on the process of design and implementation of information systems in small businesses and factors that influence this process. The course of the process per-formed by selected company is first mapped and subsequently analysed by means of case studies of real projects implemented by the company. This analysis points to the frequent occurrence of variances of the projects with the mapped process, especially in the analytical part of the process, and major impact of different psychological and sociological char-acteristics of the client or its representatives on the progress of the project. Based on these findings innovative process changes are suggested. The first change is modification of the analytical process to include acquisition of information on the characteristics of the client and to be more adaptable to the nature and scope of the project. The second is categoriza-tion of the client based on the identified characteristics and assessment of these characteris-tics as potential risks of the project. The last change is the adoption of agile approach to the process, allowing greater process flexibility with respect to the needs of specific clients and higher quality outputs.