UI/UX Design & Video Production for Texting Platform
Featured Review- UX/UI Design
- $10,000 to $49,999
- Mar. - Nov. 2022
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 5.0
- Willing to Refer
- 5.0
"They quickly developed a solid understanding of the many layers of our complex product."
- Other industries
- San Francisco, California
- 11-50 Employees
- Phone Interview
- Verified
Glow Design Agency provided UX/UI design and video production services to a text messaging platform. They designed user personas for various use cases via Figma and created an animated demonstrator video.
Glow Design Agency delivered high-quality UX/UI designs that enabled the client to close more deals. Their animated video gained the client almost 500 new LinkedIn followers. The team executed work on time and within budget. They managed the project effectively via Jira and communicated via Slack.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
BACKGROUND
Introduce your business and what you do there.
I’m the CEO and co-founder of Riptide; we’re a three-way text messaging platform for instant issue resolution and delivery companies. We work with some of the largest service enterprises in North America.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Glow Design Agency?
We’d contracted individual UI designers who’d delivered work successfully, but we had a problem with longevity. It was hard for us to keep the UI designers focused on our project for extended periods of time.
We faced significant UX/UI challenges with regard to use cases and personas that had evolved over many years. Our product is used by large enterprises and small service and delivery businesses. Sometimes, a person delivers goods to another person’s house on behalf of a larger company. We needed to engage a team who understood the range of UX/UI challenges we faced and help us upgrade our existing UI components. We also needed them to help us design an entirely new UI.
SOLUTION
What was the scope of their involvement?
Glow Design Agency initially provided us with UX/UI design services. They helped with initial persona research by contacting our users and reviewing feedback from prior interviews we’d conducted. Then, they designed initial user personas for a number of different use cases. Use cases included call center dispatchers from large enterprises and employees of individual small businesses. We needed UI options for each scenario, so they worked alongside our engineering team to develop the personas. They used Figma for all their designs.
Over time, we also developed a need to depict how our product could work for users. Glow Design Agency suggested we simplify what we were presenting on the screen, so users could first understand the concept and we could avoid confusing them with the details. We wanted to conceptually demonstrate how three-way conversations between a dispatcher, delivery driver, and a customer could work. Then, the team created an animated video demonstrating our product.
After the team helped us create a concept for the video, I drafted the initial script, and Glow Design Agency iterated it. Then, they crafted a visual framework in the form of a storyboard for what the video would look like. Once we iterated the storyboard together, we landed on the final design, and the team produced the video. They overlaid my narration and helped us select music to accompany it. Ultimately, they decided the music was distracting and removed it for the final cut.
Once the Glow Design Agency team delivered the final video, we showcased it at a trade show and uploaded it to our website. We’ve since utilized it for all of our outreach efforts, including a significant LinkedIn campaign.
What is the team composition?
I worked with about five people, including a project manager, two main designers, and their executive and video production teams.
How did you come to work with Glow Design Agency?
I found Glow Design Agency while looking for design agencies for my previous startup. When our need became urgent at Riptide, and we had sufficient funds, we decided to engage them.
We started communicating with them at the beginning of the Russian Invasion of Ukraine. We had reservations about their ability to provide services amid a challenging situation. However, we spoke with the principals on their team, who were confident they could reliably produce deliverables, even under the circumstances.
We respected their commitment to working with us and their dedication to helping their country’s economy. They were devoted to going above and beyond, and we felt taking a chance on them was worth it.
How much have you invested with them?
We invested $25,000–$50,000.
What is the status of this engagement?
We worked together from March–November 2022; we paused the project due to funding.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
We gave Glow Design Agency a chance, and they blew us away with the level of energy that they dedicated to our project and the level of intelligence they brought to it. Their insights, designs, and UX improvements immediately benefitted our users.
They quickly developed a solid understanding of the many layers of our complex product. We got to the point where customers were asking for new features, and rather than build them, we had Glow Design Agency storyboard and design them. This allowed me to showcase how the features would look well before making them, enabling us to close more deals.
They also did a remarkable job with the demonstrator video. We included the video in a LinkedIn campaign, which gained us almost 500 qualified followers. The metrics are foundational, but the functionality and adoption of our core three-way messaging product are primarily related to the work Glow Design Agency performed.
Their efforts have enabled our business to succeed. I’ve worked in the SaaS business for over 30 years, and Glow Design Agency is the most impressive UX/UI team I’ve worked with. I commend them for not only being an outstanding design agency but being an outstanding design agency amid horrific conditions.
How did Glow Design Agency perform from a project management standpoint?
They were very collaborative, and I felt confident connecting them with our engineering team directly. After giving Glow Design Agency rough descriptions of our needs, they worked efficiently with our internal team without my intervention. They delivered work very quickly and within our weekly budget.
We communicated via Slack and met via Google Meet and Zoom. We created an agile design board in Jira to communicate about tickets. They delivered design outputs via Figma, which we shared with our engineering team. Due to the time difference, we established an around-the-clock rhythm, where they’d turn around items overnight, and we’d review them the following morning. Our entire process was efficient and effective.
What did you find most impressive about them?
I was most impressed by their exceptional delivery speed. As a startup, we didn’t have months' worth of time to work on tasks, and Glow Design Agency understood that. For example, they completed the entire video production process in a week and a half because we had a trade show coming up.
Are there any areas they could improve?
I have nothing they could improve on; I just wish I had more money to spend with them.
Do you have any advice for potential customers?
Glow Design Agency was an outstanding partner; I’d recommend them to any SaaS company needing web application design services.
RATINGS
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Quality
5.0Service & Deliverables
-
Schedule
5.0On time / deadlines
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Cost
5.0Value / within estimates
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Willing to Refer
5.0NPS
