Design 1st

BACKGROUND

Please describe your company and position.

I am the Head of Research & Development of NWS

Describe what your company does in a single sentence.

NWS is a Digital Infrastructure Distribution company, partnering with industry leading manufacturers in the Telecom, Fiber and Data Center space.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Design 1st to accomplish?

• Design a new efficient power delivery system for wireless telecom applications
• Transfer from R&D Design to production teams including MOPS for assembly and testing
• Bring to market the completed solution

SOLUTION

How did you find Design 1st?

Online Search

Why did you select Design 1st over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Design 1st were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

This project presented a challenge because the SOW was not fully defined therefore we required a great deal of flexibility throughout the project as new requirements were unconvered and new capabilities of the platform immerged.  
At a high level the SOW was as follows:

• Take a preliminary concept architecture and provide end to end development of a market ready product.
• Including Market research.
• Bill of Material creation
• Supply Chain validation and product sourcing
• Electrical, mechanical and structural engineering of the solution
• Safety certification and compliance testing and coordination
• custom software coding for GUI and data repository
• Content & technical writing for MOP creating and training
• Prototype building and testing
• complete handoff to production teams.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Design milestones completed on time.
• Feature development and completion on time.
• Project milestones on target.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The Design1st team are excellent project managers.  They hold tight schedules and ensure action items are completed as promised.  Meetings are scheduled well in advance and very accurate meeting notes are taken with follow-up action items flagged.

Design1st is very responsive and pulls from the tallent across the team to best respond delivery requirements, changes and feature adds.

What was your primary form of communication with Design 1st?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The Design1st team is exceptional!
Their professionalism, warm personalities and extensive house expertise is unmatched in the industry. They consistantly go above and beyond on every project they take on.  Without question this is a team who is passionate about what they do, and they take every project to heart!  

Are there any areas for improvement or something Design 1st could have done differently?

Has been an absolute pleasure working with Design1st.
No recommendations for improvement at this time.

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of BlueKit Software

Describe what your company does in a single sentence.

BlueKit is a hands-on, no-code, educational learning platform that lets students and teachers explore, create, and solve real-world challenges using technologies like IoT, AI, and cloud computing.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Design 1st to accomplish?

• Design a custom cellular IoT device based on the ESP32 platform to meet the functional, usability, and durability needs of the BlueKit product.
• Develop a production-ready hardware prototype that can be manufactured at scale and seamlessly integrates with BlueKit’s software and learning platform

SOLUTION

How did you find Design 1st?

Online Search

Why did you select Design 1st over others?

• High ratings
• Close to my geographic location
• Good value for cost
• Good initial interview

How many teammates from Design 1st were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Design 1st was engaged to lead the end-to-end industrial design and hardware engineering of the BlueKit’s cellular IoT device, leveraging the ESP32 platform. Their work followed a structured product development process to ensure the device would be functional, manufacturable, and aligned with BlueKit’s educational goals. The project included the following key phases:

Discovery & Requirements Definition

Worked with our team to define user needs, functional requirements, environmental constraints, regulatory considerations, and manufacturing targets for the device.

Concept Development & Industrial Design

Generated multiple physical form factor concepts and interaction models that balance usability (for middle/high school learners), durability (for classroom environments), and aesthetic appeal aligned with BlueKit’s brand.

Engineering & Prototyping

Developed detailed mechanical and electronic designs, including PCB design for the ESP32-based architecture with integrated cellular connectivity (SIM/eSIM). Produced initial engineering prototypes for functional testing.

Testing & Iteration

Performed iterative prototyping and testing cycles to refine device performance, connectivity, battery life, robustness, and usability. Addressed any design for manufacturability (DFM) issues identified during testing.

Design for Manufacturing (DFM) & Production Preparation

Finalized engineering documentation and BOM (Bill of Materials), selected manufacturing partners, and prepared the device for volume production. Supported development of pre-production prototypes and pilot builds.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Multiple Iterative Prototypes Delivered on Schedule: Design 1st successfully designed, built, and delivered several functional hardware prototypes on a tight timeline in time for our major trade show launch (TCEA), enabling us to showcase the BlueKit hardware live to educators and potential customers.

Hardware Design Progression: Moved from concept sketches and engineering models through to tested, manufacturable prototypes with integrated cellular IoT functionality, aligned to BlueKit’s product vision and classroom needs.

Team Education & Capability Building: Throughout the process, Design 1st provided valuable education and coaching to our team on hardware development best practices, design for manufacturing considerations, and production planning which enhanced our ability to manage future iterations.

Expert Feedback & Product Refinement: The team provided excellent feedback, design guidance, and technical direction throughout the project, helping us make critical decisions that improved usability, durability, and manufacturability of the product.
 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Design 1st demonstrated excellent project management throughout the engagement. They established a clear project plan with defined milestones, and consistently delivered key items—such as concept designs, engineering models, and prototype builds on time and in alignment with our schedule, including critical deadlines for our major trade show.

They were highly responsive to our needs and evolving priorities. As a team with limited prior hardware experience, we greatly appreciated how they communicated progress clearly, helped us understand the process, and incorporated feedback quickly and effectively. Their flexibility and collaborative approach allowed us to adjust design elements and iterate as needed while staying on track.

Overall, their project management and responsiveness played a key role in helping us advance our product vision and meet important external commitments.

What was your primary form of communication with Design 1st?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We are a software-focused team so I valued not only their technical skill in developing a complex cellular IoT device, but also how they took the time to guide us through the hardware development process, explain trade-offs, and help us make informed decisions. 

Are there any areas for improvement or something Design 1st could have done differently?

None that come to mind.

BACKGROUND

Please describe your company and position.

 I am the Postdoctoral research associate of an environmental services organization.

Describe what your company does in a single sentence.

We are working on UV emitting glass technology for biofilm prevention on marine vessels. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Design 1st to accomplish?

• To design and manufacture a waterproof LED housing which holds a glass lens
• LED housing had to be completely waterproof with zero water infiltration when it is submerged in the ocean at depth of 10m for 6 months.

SOLUTION

How did you find Design 1st?

Referral

Why did you select Design 1st over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Design 1st were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of the work was to evaluate long-term performance of UV-emitting glass on prevention of biofilm formation in immersed surfaces. In this technology UV LEDs are connected to cross section of specific glass that allows to emitt UV from the surface. The glass surface is coated with light scattering nanoparticles. Design 1st, designed and manufactured a waterproof housing for LEDs and the glass lens with a good heat transfer capability and durable material. The housing was designed to be resistent against high pressure in 10 m depth.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project still is on going but initial tests such as thermal and pressure tests done by Design 1st all were successful. 
Housings recently have been deployed in the ocean and data will come out within few months.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The Design 1st team were greatly responsive and detail oriented. Project management was perfect. 

What was your primary form of communication with Design 1st?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They are very professional on their work and you can fully trust on what the team does or suggesst.

Are there any areas for improvement or something Design 1st could have done differently?

Nothing actually! They are a professional team and highly responsible.

BACKGROUND

Please describe your company and position.

I am the Marketing Manager

Describe what your company does in a single sentence.

We create device management solutions to help businesses protect the assets they rely on most.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Design 1st to accomplish?

• To create a design for our product that would exude the sense of quality we work tirelessly to create.

SOLUTION

How did you find Design 1st?

Online Search

Why did you select Design 1st over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Design 1st were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Design 1st helped us with every stage of the design process from creating a conceptual design to a more detailed design. From there, they even stepped in to help with engineering changes, production support, and procuring pieces for our prototype.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Design 1st helped us with the completion of our project's conceptual detail design and the eventual production of those designs. We currently have 55 units that have completed production and that number continues to grow.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Design 1st's project management was great. They are always very active and responsive via email and phone. They are great about meeting both our needs and our contract manufacturer's needs. The team is great about creating good documentation for our conversations and initiatives and has excellent time management.

What was your primary form of communication with Design 1st?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Design 1st's unique ability to have a solution for everything really stands out to us. The team always has a resource, a reference, or a referral that helps keep us moving forward.

Are there any areas for improvement or something Design 1st could have done differently?

NA

BACKGROUND

Please describe your company and position.

I am the Head of Engineering of Innovative Growers Equipment, Inc.

Describe what your company does in a single sentence.

We are a leading manufacturer of racking, benching, and lighting for the indoor controlled environment agriculture (CEA) industry.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Design 1st to accomplish?

• Design an air system that could provide 1 m/s of air flow at the end of 2x 80ft long air socks.
• Source a suitable fan/blower that operates at 3ph, 480VAC with variable speed control.

SOLUTION

How did you find Design 1st?

Online Search

Why did you select Design 1st over others?

• High ratings
• Other

What was the size of Design 1st’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Innovative Growers Equipment, Inc. from Sycamore Illinois needs to redesign the air flow system their are currently use in our standard racking systems. One of their clients has a requirement that means they need to redesign their current air flow solution with some new restrictions and over a longer length.

• Current Stage of Product Development - Client is in the early stages of concept planning.
• Work Requested - D1 has been asked to look at a few options for a new air flow system and to complete a thermal / flow simulation of the air flow.

Our Process

• STEP 1 - examine the current client materials and provide our recommendations on opportunities and risks
• PHYSICAL TEST - Flow Simulation. Setup Baseline flow model using Innovative Growers existing CAD for 14 tier 80ft long system. Review setup details with Jonathan and team for initial input parameters. Complete initial runs to define airflow requirements of system and look for excessive pressure drops or potential areas of failure
• PHYSICAL TEST - Flow Design. Review runs with Jonathan and team and run 1-2 varitions to modify / improve output if required

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Setup Baseline flow model using Innovative Growers existing CAD for 14 tier 80ft long system
• Review setup details with Jonathan and team for initial input parameters
• Complete initial runs to define airflow requirements of system and look for excessive pressure drops or potential areas of failure
• Review runs with Johnathan and team and run 1-2 variations to modify / improve output if required

Describe their project management. Did they deliver items on time? How did they respond to your needs?

All items were delivered on time and within budget. Meetings were held weekly or sometimes twice a week to review progress and discuss details.

What was your primary form of communication with Design 1st?

Virtual Meeting

What did you find most impressive or unique about this company?

Highly skilled engineers with very professional attitudes and communication skills.

Are there any areas for improvement or something Design 1st could have done differently?

None

BACKGROUND

Introduce your business and what you do there.

I’m the founder and co-CEO of a personal care, beauty, and lifestyle brand company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Design 1st?

I invented an oral care product, and I had worked with previous designers before in order to complete it. I hired Design 1st to redesign our product.

SOLUTION

What was the scope of their involvement?

Design 1st took over the existing computer-aided design (CAD) work of the previous designers and helped us get the product to market. The team helped us and our business partner to be ready for market in order to be sellable to the public.

The whole design was my idea and I had patents on them. The team’s main work was to solve the functionality issue of a piece of my design. On top of that, they helped identify one of our manufacturers.

What is the team composition?

We worked with their two designers — one was doing CAD work and one helped us with manufacturing.

How did you come to work with Design 1st?

We found them through research.

How much have you invested with them?

We spent $142,000.

What is the status of this engagement?

This specific project ran from May 2020–May 2021. However, we’re still engaged with them on tweaking our product.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Our product was successfully sold to the market. With their Design 1st’s design work, we were able to increase our sales. People also liked the team’s design work. Overall, we were 90% satisfied with their performance because they produced remarkable results.

How did Design 1st perform from a project management standpoint?

I’d give them a 7 out of 10 for their project management process. We communicated through Zoom, phone calls, and emails.

What did you find most impressive about them?

Their design skills were their strong point. They were also honest and hardworking.

Are there any areas they could improve?

The timeline was not fully adhered to and the budget was beyond what was quoted to us.

Do you have any advice for potential customers?

Personally, I’ll definitely work with Design 1st again because they’re great to communicate with.

BACKGROUND

Introduce your business and what you do there.

I’m the CIO, founder, and technology evangelist at Cloud9 Technologies, and we make voice trading systems for the financial industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Design 1st?

We needed a hardware UI to assist our software product.

SOLUTION

What was the scope of their involvement?

Design 1st provides electronic, mechanical, and firmware design using technologies such as embedded systems, C, and C++. They also provide design concepts we can approve, and they provide manufacturing support after their design services are completed. I provide the team with our requirements document, and we specify the size, looks, and feature functionalities that we want to see.

So far, they’ve completed two projects, and one of them is called CloudHub. We’re currently working on a third project right now.

What is the team composition?

We usually have a team composed of 4–5 people, which includes a project manager, electrical engineer, mechanical engineer, and manufacturing person.

How did you come to work with Design 1st?

We met a long time ago and did three projects with them. Design1st was recommended by one of our electronics chip suppliers.

How much have you invested with them?

We’ve spent around $1.5 million.

What is the status of this engagement?

We began working together in November 2016, and we continue to collaborate.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Their products are working out in the field in front of traders all over the world — simply put, their product is being used by our customers.

How did Design 1st perform from a project management standpoint?

They generally have a good project management process. There are just some instances when their project slightly exceeds schedule and budget due to unknowns. On communication, we keep in touch through email and Zoom meetings.

What did you find most impressive about them?

On top of providing conceptualization services, they're capable of providing services up to production support. In our case, they’ve really helped us create our products.

Are there any areas they could improve?

They need to work more closely on their timeline and budget skills.

Do you have any advice for potential customers?

Make sure that you have an internal project manager that can work with Design 1st’s project manager.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of sales for Travelway. We design, manufacture, and distribute luggage, travel accessories, and eco-products. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Design 1st?

Design 1st helped us create a proprietary food storage product in multiple sizes intended for children and adults to carry their lunch. They created the look and structure of the product, giving it a unique hinge opening and closing mechanism.

SOLUTION

What was the scope of their involvement?

In the beginning, we brought our own concept to Design 1st. Then, they outlined 3–4 phases of development work, covering everything from conceptualization to the finished product. Each phase took about two months with daily communication and weekly meetings. At first, we did plenty of CAD renderings, and then the Design 1st team did some in-house prototyping. From there, they worked on 3D models for the product's form and functionality. 

Moreover, we conducted trials on several engineering design options before we settled on one. Some of the challenges that we had to consider involved temperature control and force. We also considered how the product would be used to make sure that it didn’t break. They brought in 3–4 initial concepts that were all viable. We then narrowed our choices down to one and fine-tuned it throughout the remaining development steps.

In terms of design suggestions, Design 1st provided us with unique design choices in terms of materials and form factors. They also provided the final shape and aesthetics of the product. The mechanism within the hinge was also a part of their suggestions. 

What is the team composition?

We worked with at least four people from their team, including a lead creative designer and a secondary designer. They also assigned a technical engineering and testing person to the project. Finally, we worked with a sourcing officer during the final stages of the process.

How did you come to work with Design 1st?

I did some research online and evaluated different options, looking at both domestic and international service providers. Our team decided to go with Design 1st after some recommendations and reviews. 

How much have you invested with them?

We invested around $100,000.

What is the status of this engagement?

This project lasted from February 2018–July 2019. We’re still in contact with Design 1st, but we don’t currently have any ongoing projects. Our team has put our projects with them on pause because of the COVID-19 pandemic, but we’ll pick them back up once things return to normal in our industry. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Design 1st delivered a unique and aesthetically pleasing product. We also generated strong retail sales in the markets in which we launched the item. The COVID-19 pandemic didn’t help our situation because our product was school- and work-related, and both those areas were significantly impacted by the pandemic. Nonetheless, the general feedback on the product and its sales was strong. 

How did Design 1st perform from a project management standpoint?

Their project management skills were strong. To communicate, we used emails and phone calls. We also met in person. 

What did you find most impressive about them?

Design 1st had a unique approach to problem-solving. 

Are there any areas they could improve?

They could improve their understanding of the end user needs to guide the product design. 

Do you have any advice for potential customers?

Make sure that the Design 1st team understands your customers’ needs at the beginning of the engagement. That way, the end users’ requirements can be taken into consideration throughout all the development steps. 

BACKGROUND

Please describe your company and your position there.

Zumio is an intimate lifestyle company that designs, develops and manufacturers premium pleasure products for women. Our goal is to empower confidence in women and promote sexual health and wellness. I am the Head of Customer Care at Zumio.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Design 1st, and what were your goals?

We wanted to develop and bring to market a new luxury product that was truly one-of-a-kind and create a new category for adult toys that has yet to exist in the traditional adult toy market. We had five major goals for the product -

1. We wanted the product to mirror natural movement.
2. We also wanted the product to feel luxurious.
3. We wanted it to be discrete in design and whisper-quiet in use.
4. We wanted it to be travel-friendly.
5. We wanted it to positively impact a woman’s sexual health and lifestyle.

SOLUTION

How did you select this vendor and what were the deciding factors?

We researched available design firms and through initial conversations with Design 1st came to understand that they had the skill set and management that would help us design and develop a product that would be unique and really would be in its own category. And importantly, we wanted a firm to help us through all the steps to successfully deliver a consumer product to market.

I was aware of Design 1st reputation and was impressed with the work they had done with We-Vibe; another Canadian sex toy. When we met Design First they understood our approach, our goals and vision for the product as they were familiar with the space and the end result we wanted to achieve. I was impressed with their knowledge, experience and the open and transparent conversations we had around our product, timing, budget and the elements required to be successful.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Design 1st guided us from an end-2-end requirements standpoint. We started with the research/concept and user testing phase that took place between June 2014 and December 2015. Design 1st provided us with the business and marketing guidance upfront, which really helped shape the direction from a mechanical design and engineering components standpoint, which resulted in a product that encompasses everything we envisioned to ensure the product was in a category of its own.

Design 1st also helped us work with manufacturers, organized and surveyed female focus groups, and brought in a female team to lead the packaging and help as we brought the product to the consumer market.

How many people from the vendor's team worked with you, and what were their positions?

We had a great team that was led by their senior leads in ID and engineering. Because user experience played such a key role in ensuring we developed a product that we envisioned, Design 1st implemented a testing program where we had a cohort of women between 25-70 women test the product throughout different phases of the development. This user feedback was a catalyst to helping shape the final product, from coloring to size and shape, to usability, to the ergonomic aspects.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

There’s no greater evidence than feedback from our customers who love the product(s).

Describe their project management style, including communication tools and timeliness.

I feel - based on my experience - that Design 1st has a deep bench of talent. They bring an A- team to the table that is incredibly professional, hands-on, approachable, and works within the agreed budget. What I really appreciated was how transparent the team was throughout the process at every step of the way. I felt that we worked and continue to work as a collaborative team, we had very regular communication, any issues or challenges were discussed openly and transparently and the “right” person was brought into the team to remedy any issue. In my experience, the team that we worked with has the end-2-end skill set to address any question which is incredibly important to me.

What did you find most impressive or unique about this company?

I found the experience, expertise, and passion that everyone on our Design First Team to be a standout for me. At our first meeting they asked thoughtful questions, they probed our vision and goals, and they identified possible opportunities and challenges for us to consider before proceeding.

Throughout the process Design 1st provided a steady hand in terms of product design, development, testing and preparation for the consumer market. I feel that Design 1st had and has a vested interest in our success. Our working relationship is strong and very collaborative, and we continue to rely on them and their expertise.

Are there any areas for improvement or something they could have done differently?

Our experience has been a very successful one.

BACKGROUND

Introduce your business and what you do there.

I’m the founder of a biotech company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Design 1st?

I have a lot of people working for me, but none of them are employees; I have contractors. Design 1st is my engineering department, and they’re developing a new, innovative wearable device product.

SOLUTION

What was the scope of their involvement?

The product covers your face while remaining comfortable, functional, aesthetic, and light. On the mechanical side, the big challenge to make the mask fit everyone’s face. On the electrical side, Design 1st had to cram a lot of sensors to measure the wearer’s breath into a small space that attaches to the mask. This space also has to be light so it doesn’t pull down the mask.

Design 1st has also done a few market surveys and provided renderings for us to use in promotions and presentations before we have the physical product.

What is the team composition?

I work with around 10 people, including Joan (VP of Marketing Services), who helps with the marketing surveys. My main point of contact is Chris. He acts as the project manager.

How did you come to work with Design 1st?

I studied around 15–20 companies that engineer consumer products for about one year before I found Design 1st. They seemed to have very good capabilities based on the other products that they’d made. They were middle of the road when it came to affordability.

How much have you invested with them?

We’ve already spent more than $500,000.

What is the status of this engagement?

We’ve been working together since February 2021.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

It’s a little too early to speak to their level of success, as we don’t have the product yet, but the prototypes look good. Design 1st has solved some hard engineering problems. I’m very happy with the quality of their work to date.

How did Design 1st perform from a project management standpoint?

The project has taken longer than we thought and cost more; the original estimate may have been overly optimistic, as the technical complexities of the project have been greater than anyone anticipated. The work has been done well and efficiently, though. There’s simply been a lot to do.

I’m not sure what they’re using internally, but they haven’t shared any project management tools with me. I communicate with them over email.

What did you find most impressive about them?

I haven’t worked with any other provider in their space, but I love how Design 1st a one-stop-shop, including supply chain access. This latter part is very complicated, but they’re well connected to a system of manufacturers for prototyping and mass production. Their ability to bring all that to the table is good.

Their creative, product design, and mechanical engineering services also stand out. They’re smart and experienced. Rapid prototyping and testing are two more highlights.

Are there any areas they could improve?

Two aspects of the work come to mind. First, it would have been nice if Design 1st could have developed the software, rather than my having to find another company to develop it. I understand why they don’t do it, but it would have been convenient to develop everything under one roof.

Second, they charge based on time, rather than results. The disadvantage is that any delay or expansion is 100% on my budget, and they don’t necessarily have the incentive or urgency that they would have if their economics were based partly on results. Even though they’re doing everything right, this system creates a divergence of interests between them and the client, which is not ideal. Design 1st is open about this, so it’s not surprising, but I would like, as a customer, for them to be in the same boat as me with their reward being tied partly to the result of the project.

Do you have any advice for potential customers?

The best thing to do is to scope the project out very carefully, detailing what is going to be done and how much time it’s going to take.