ImageX

BACKGROUND

Introduce your business and what you do there.

I’m the director of marketing & communications at the YMCA of Long Island.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We were experiencing frequent issues with our website and sought a service provider that could resolve these problems.

SOLUTION

SOLUTION

What was the scope of their involvement?

They enhanced the UX of our Drupal website and brought in a dedicated team responsible for regular maintenance, troubleshooting, and fixing issues with our site. The team honed in on our SEO strategy and redesigned our pages based on consumer insights. These included metrics tracking tools, such as Google Analytics and heat maps. Additionally, they revamped a microsite specifically for our day camps. In their ongoing work with us, they allocate a team to perform day-to-day troubleshooting.

What is the team composition?

I work primarily with Travis (Account Manager, ImageX), as well as addition to five developers and a staff of 10.  

How did you come to work with ImageX?

We were referred to them by our colleagues at another YMCA branch and I contacted them. Even before we decided to work with them, they allocated a team and fixed several of our issues. I knew that their agency would be well worth our time and money after seeing their level of efficiency.

How much have you invested with them?

We’ve invested $60,000–$75,000, which includes an ongoing retainer fee.

What is the status of this engagement?

We started working together in February 2018 and our partnership is ongoing.

RESULTS & FEEDBACK

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

We are extremely happy with ImageX in comparison to our previous vendor. We appreciate how they factor in our funding and staff limitations in their solutions. I don’t think of ImageX as an agency, but rather an extension of our organization.

How did ImageX perform from a project management standpoint?

The team is responsive, proactive, and is constantly giving us new ideas on how best use our resources. For communication, we use Basecamp, email, and have bi-weekly phone calls.

What did you find most impressive about them?

I find their expertise and customer service most impressive. They’re smart business people in addition to being skilled technicians.

Are there any areas they could improve?

No, I can’t think of any areas.

Do you have any advice for potential customers?

I would urge future customers to explain their issues and let ImageX tell them the best solution. Having an open mind is the key to utilizing them as the best resource possible.

BACKGROUND

Introduce your business and what you do there.

I work for a housing company. I was recently promoted to brand and digital advertising manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

The initial challenge started before I began my tenure here. Our VP of Marketing approached them several years ago to build a website that would appeal to our market.

SOLUTION

What was the scope of their involvement?

They structured and created our Drupal website. Since I started working here, we've collaborated on updating that website. Projects included a new homepage and a donation page with ways to connect our finance team with our customers. One of our latest projects is a scholarships page, which holds forms and connects to students who apply for grants through our company.

They always collaborate with me. I love research, and am constantly working to find ways to be more mobile-friendly. Our market is mostly made up of seniors, and they help us structure the website to make our older viewers comfortable with the navigation.

What is the team composition?

The team size varies from project to project. My main points of contact are a project manager, a technical lead, a head designer, and a social media and analytics lead.

How did you come to work with ImageX?

Since the project started before I joined the company, I'm not sure how they found them and what their consideration process was like.

How much have you invested with them?

The newest project we're considering, an update to our Drupal platform, will cost in the range of $30,000. Our total expenditure with them probably falls between $200,000-$1 million.

What is the status of this engagement?

They started working with us around 2010, and the relationship is ongoing.

RESULTS & FEEDBACK

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

There are a few tools that rate our site for its mobile friendliness. I also request feedback from our team members and customers, and I use analytics to track site traffic. Feedback from all those sources is excellent. We've received positive reviews on our website, and several users ask us who our vendor is.

How did ImageX perform from a project management standpoint?

I collaborate with several contractors, but they’re my favorite. They're efficient, friendly, and down to earth. They're always available and collaborative, very flexible and easy to work with. We update on a weekly to monthly basis, and they're always very responsive whenever we have a bug.

They meet all our deadlines and follow up with us, even after they finish a product. They're proactive and make sure we're satisfied with a product. We have bi-weekly calls, and I can reach them through Basecamp, email, or by phone.

What did you find most impressive about them?

I like how we plan our projects. They're very efficient, and they build structured schedules. They give constructive feedback on new functionality, and they're very collaborative.

Are there any areas they could improve?

I don't have any areas they should improve upon. I'm quite happy with them.

Do you have any advice for potential customers?

They're a very busy company, so be prepared to be time efficient with your resources and plan out your deadlines. Projects move quickly and at a high volume, so be well organized, friendly, and communicative.

BACKGROUND

Please describe your company and your position there.

I'm the director of marketing and communications for the YMCA of Greater Syracuse. Our association serves a diverse array of over 60,000 people across seven branches, a day camp, and many program and school sites in our Central New York community.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX? 

We hired ImageX to serve as our web developer in creating a new website based on the Drupal Open Y platform—a CMS that was designed specifically for YMCAs and their digital partners. Previously, we had been working off of a CMS built by another YMCA many years ago and did not have the capabilities in-house to take on a project of this size and scope.

What were your goals for this project?

The CMS we had been working from previously was outdated and no longer supported by the creator, and we didn't have the control over our own site that we wanted. We hoped a switch to the open-source Open Y platform would help us solve those issues and help us stay better updated in the future.

SOLUTION

How did you select this vendor? 

We spoke with many other YMCAs that were comparable to ours, both in terms of size and internal technology used, to understand who would be able to serve us best. We also spoke with leaders in the Open Y movement. We immediately recognized ImageX as the leading choice. 

Describe the project and the services they provided in detail.

ImageX worked with us to develop an entirely new site with the Open Y platform. They led us through a series of discovery workshops, and we continue to work with them through a service agreement. They also advised us on connected issues such as hosting recommendations. 

What was the team composition?

We worked directly with Travis (Project Manager, ImageX) who connected us with other team members, from UX/UI to coding development. Their staff also included Bjorn (Digital Experience Director, ImageX), Nikita (Lead Developer, ImageX), and Mark (Business Analyst, ImageX). The four of them helped us solve all of our issues up to launch and beyond.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business? 

Initial reports already show an increase in traffic to the site, and we can't say enough good things internally about how much easier it is to update and maintain the site quickly and efficiently. When our colleagues ask for things to be shared on the site in different ways, we are able to make that happen in more dynamic ways, increasing visibility and engagement. The improved site architecture has also helped in working with our digital marketing vendor in creating more effective campaigns. 

How was project management arranged and how effective was it? 

We communicated primarily through Basecamp with Travis and the team, which helped keep all of our information accessible in one place. The team was quick to respond, proactive in moving our project along, and always very friendly and helpful in answering questions and providing information. 

What did you find most impressive about this company?

They were continually open, honest, and transparent, making us feel like we had the information we needed to make choices throughout the process. We all work with many vendors but have rarely come across a company that truly feels like a part of our team. ImageX became part of our team very quickly—we definitely felt like they were working with us instead of for us.

Are there any areas for improvement?

I recently spoke with both Travis and Brent (Executive VP, ImageX) and told them both that I really had no complaints about the process we had with ImageX. Any issues that we encountered tended to be from our end, and ImageX managed each one with patience and professionalism. I highly recommend working with them.

BACKGROUND

Introduce your business and what you do there.

I'm the director of digital strategy at the YMCA of Greater New York.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We engaged ImageX to help us update our website and make it more mobile and SEO friendly.

SOLUTION

What was the scope of their involvement?

ImageX worked with us through a discovery process, meeting with internal stakeholders to learn about our goals and challenges. They then designed and developed the site from scratch using Open Y on Drupal, working through 6–7 sprints before ultimately launching the site. 

What is the team composition?

Our main point of contact is a project manager, along with a couple designers, developers, a UX expert, and a digital strategist.

How did you come to work with ImageX?

ImageX is somewhat well known within the YMCA community for their expertise with Drupal, so we decided to work with them based on their previous experience within the company at large.

How much have you invested with them?

We've invested between $50,000–$100,000.

What is the status of this engagement?

We've been working with them since March 2018.

RESULTS & FEEDBACK

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

ImageX helped increase traffic to our website 15% and session time by 23% in one year. Our users are very pleased with the functionality and mobile-friendliness of the site overall. In addition to simplifying a complex site, ImageX delivered in a timely and responsible manner.

How did ImageX perform from a project management standpoint?

They're great to work with–responsive and clear in communications. We mostly organize projects and communicate through Basecamp.

What did you find most impressive about them?

Their responsiveness and commitment to understanding and developing solutions to our unique problems has impressed us the most.

Are there any areas they could improve?

They're a very strong development shop, but could improve their design consistency and process.

Do you have any advice for potential customers?

No; Any clients of theirs will be in good hands.

BACKGROUND

Please describe your company and your position there.

I’m the digital marketing director at the YMCA of Greater San Antonio. We’re a nonprofit that’s been serving our community since 1876. We offer programs that build and encourage a healthy spirit, mind, and body through Judeo-Christian principles. I’m responsible for managing our website, social media accounts, email marketing efforts, and any other digital marketing campaigns.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

We needed a vendor with a lot of experience in working with Drupal’s Open Y platform. It’s a content management system used by many Ys across the nation.

What were your goals for this project?

Basically, we wanted a clean site that we could easily maintain. We wanted a strong, user-friendly platform that was compatible with all devices. We were looking to implement more effective SEO strategies and UX/UI elements to improve our community engagement and increase our online sales rates. By moving our platform to Open Y, we hoped to enhance the website’s functionality and more efficiently manage our content. We’d also be able to reduce risks and minimize our technical development costs in the future.

SOLUTION

How did you select this vendor?

We were looking for vendors that had already worked with YMCA organizations and were familiar with the Open Y platform, so we reached out to other Ys for recommendations. After looking into those developers, we decided on two final candidates. Our marketing and IT teams looked at a proposal from both agencies and had a conference call with each. Based on that conversation, it was clear that ImageX was the best fit for our project. Glenn (CEO and Founder, ImageX) and Brent (VP, ImageX) were very well-versed in Open Y. They took the time to walk us through the project and address any of our concerns. They were receptive to our needs, so we felt comfortable moving forward with them.

Describe the project and the services they provided in detail.

ImageX provided a clear and detailed roadmap for the whole process. We started with a workshop to kick off the engagement. We went through a brief discovery phase to put together some wireframes. After we approved the design, architecture, and user journey, the ImageX team started building the site and migrating our content. They custom built several functions that were specific to our organization. There’s a search feature that allows parents to find after-school program locations and another feature that facilitates branch sponsorship promotions.

Once ImageX finished developing the platform, they linked its backend to a local server. After fixing any bugs, their team helped us launch the site. Also, they provided SEO advice and helped us avoid any problems throughout the entire process. Currently, they’re working to streamline our third-party point of sale API and connect it to our site.

What was the team composition?

We worked with Kylie (Project Manager, ImageX), Bjorn (UX Specialist, ImageX), and Nikita (Lead Developer, ImageX). The size of the team was consistent, which gave us the opportunity to build a solid working relationship with each staff member. If we needed an additional resource to handle a specific request, they provided a specialist to take on the responsibility. Nothing was ever lost in translation. Kylie did an outstanding job keeping everyone on the same page.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

After launching the new mobile-friendly platform in Open Y, our website’s bounce rate went from 60% to 20%. ImageX’s complete overhaul of the site’s content and user journey also contributed to our success. Additionally, our net promoter score (NPS) improved by 10 points, and our online sales rates continue to grow.

How was project management arranged and how effective was it?

Instead of email, we used Basecamp to manage the project. That platform allowed us to better organize our information and documentation, as well as streamline communication. We also held weekly zoom meetings to assess our progress, provide feedback, and implement any changes to improve our performance. They were very detail-oriented and responsive, which kept everyone on the same page and helped us avoid any misunderstandings. If we had any questions, they’d address them quickly. Now that we’ve launched the site, we meet with Kylie every other week to ensure our website is on track and make any updates to the Open Y platform.

What did you find most impressive about this company?

I appreciated their attention to detail, communication skills, and high-quality work. All of their deliverables function exactly how we hoped. The ImageX team went above and beyond to make sure we were happy while staying within our budget. They were very friendly. I always felt comfortable asking questions, and I never hesitated to reach out to anyone on their team.

Are there any areas for improvement?

Honestly, I can’t think of a single area of weakness. We had an extremely pleasant working relationship. They delivered on everything they promised, meeting all of our requirements regarding deadlines and budget restrictions. I couldn’t ask for better service. We hope to work with ImageX for any of our future Open Y projects.

BACKGROUND

Please describe your company and your position there.

I am the marketing VP of a nonprofit dedicated to health, fitness, and youth development.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

Our company recently merged, so we had two websites with declining traffic and lack of attention to UX.

What were your goals for this project?

We wanted members and prospective clients to easily find the programs and services that would best meet their needs. We also wanted to increase overall traffic and engagement.

SOLUTION

How did you select this vendor?

ImageX came highly recommended by many colleagues. When we met with their team ourselves, we could certainly see why.

Describe the project in detail.

They merged two websites, streamlining content from several hundred pages to just over 250 pages. Each step of the project was done with customer experience at the forefront.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The site offers an excellent customer experience for both mobile and desktop users. Traffic to our site doubled within the first week of our launch. Visitors to our site can now find what they need more quickly, as evidenced by the amount of time spent during sessions.

How effective was the workflow between your team and theirs?

Their project manager guided us through the process. Initially, we did an on-site kick-off with the ImageX team, and the face-to-face time gave our teams a chance to build a great rapport. The foundation of trust and the ability to effectively communicate with each other accelerated the pace of our project and contributed to the level of quality. We also had regular check-ins and the ability to add additional meetings.

What did you find most impressive about this company?

ImageX had a high level of UX/UI expertise. We hope we can build our next site with them, too.

BACKGROUND

Please describe your company and your position there.

Technical Safety BC is an independent, self-funded organization that oversees the safe installation and operation of technical systems and equipment. In addition to issuing permits, licences, and certificates, we work to reduce safety risks through assessment, education, outreach, enforcement, and research. I'm the web development business partner, responsible for managing the website.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

We hired them to review our website, redesign our site templates, and recommend a plan for upgrading our CMS  to Drupal.

What were your goals for this project?

The goal was to enhance our website, provide the best user experience, and help our clients find information efficiently and effectively. We wanted a secure, well-supported CMS that was easy to customize. Its architecture also needed to be reorganized.

SOLUTION

How did you select this vendor?

We selected ImageX after interviewing a shortlist of interested web development companies. Our selection committee overwhelmingly chose ImageX based on their proposal and presentation.

Can you go into detail about the services they provided and the scope of the project?

After an intensive onsite discovery session, ImageX created a discovery brief and project plan, reviewed user personas, and built user stories and features. Then they reviewed and refined the UX while recommending analytics and SEO strategies. 

They audited our site content and created an editorial calendar and a content governance plan. Through user testing sessions, they shaped, mapped, and prioritized content, then developed wireframes and static prototypes. They developed a home page and internal page templates. They also configured our server, installed our CMS, migrated content, and tested the system.

What was the team composition?

The project team from ImageX included a project manager, a senior business and UX architect, a senior product designer, a lead developer, and a senior digital strategist.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

They improved the usability and content of our website, which received kudos from external clients. Our traffic and page views increased by 55% in the second quarter of 2018, compared to the same period last year. The website also won gold in the 2018 dotCOMM Awards, an international competition honoring excellence in web creativity and digital communication.

How was project management arranged and how effective was it?

ImageX's project managers worked effectively to establish goals and requirements, create plans, and implement strategies. They built consensus and dealt prudently with challenges, showing flexibility and adaptability while focusing on the project's success.

What did you find most impressive about this company?

I was impressed by ImageX's pragmatic execution and composed, instructive leadership.

BACKGROUND

Please describe your company and your position there.

I lead marketing and communications efforts for the YMCA of Western North Carolina, a nonprofit that strengthens our community through youth development, healthy living, and social responsibility. We serve more than 60,000 people through seven YMCAs, dozens of program sites, and an overnight camp. We are the largest location for licensed school-aged child care in North Carolina and the first YMCA in the state to become an approved Medicare provider. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

Our previous website was developed in 2010 on Drupal 6 when our organization didn’t have a centralized marketing team. Due to the high staff turnover and a lack of consistent training and oversight, the site had become unwieldy and hard to navigate. The redesign was a daunting task, and our small in-house team couldn’t manage a project of this scope alone.

What were your goals for this project?

We had several focal points for this project. First, we wanted a to improve our web presence as a sales tool and to enhance our community positioning. Second, we needed to reduce web development costs and risks by moving the website onto an open platform (Open Y). Third, we were looking to take advantage of new features in Drupal 8 and Open Y, including easy-to-add content management. Fourth, we wanted to enhance site functionality with key technical integrations, including support for online transactions. Finally, we also hoped to reduce our technical burden with a clean, new site for easier maintenance in the future.

SOLUTION

How did you select this vendor?

Before I joined the YMCA in late 2016, several vendors had replied to an RFP for the redesign. However, as we learned more about the Open Y platform, we decided to change course. I began looking for a development company that understood the Y movement, had Drupal 8 expertise, and could function as an extension of our marketing communications team.

ImageX stood out because they took the time to listen to us. Instead of touting their successes with past clients or telling us what we wanted to hear, they asked probing questions and gave thoughtful answers. They worked with us on the budget, and their proposal thoroughly outlined the deliverables and expectations for both parties.

Describe the project in detail.

In addition to handling the project startup and management, ImageX provided discovery, design, and web development services. The initial project—the redesign of our main website—began in May 2017 and concluded in October 2017. The scope expanded to include a standalone website for our overnight camp. This work began in November 2017 and concluded six weeks later.

The project startup included a kickoff meeting, creating the work breakdown schedule, and setting up task-tracking and communication tools. The ImageX project manager was responsible for planning and task scheduling, issue management and escalation, budget monitoring, and status reporting. The project featured stages of agile development in which the team prioritized the scope in defined, time-limited sprints.

During the discovery phase of the project, ImageX fleshed out information we shared and tailored the deployment of Open Y to fit our goals and priorities. They also assisted with user-centric design, information architecture, and wireframing to ensure a strong UX for the end product.

In the first development stage, ImageX implemented a foundational web server and CMS infrastructure based on Drupal 8 and the Open Y distribution and assisted with media and content migrations. Our internal team worked on content updates and images. ImageX performed regular quality-assurance (QA) checks, including design QA, multiple-browser compatibility, and usability testing. For the second stage, they implemented prioritized enhancements to the website and worked with third parties to configure integrations.

What was the team composition?

During the initial project, I led the internal team with day-to-day assistance from our digital marketing specialist. A group of six internal stakeholders also participated in sitemap review, content analysis and editing, and discovery sprints. Before the site’s launch, additional stakeholders reviewed content and provided usability testing. ImageX assigned a project manager, business analyst, Open Y/Drupal 8 solutions architect, lead developer, and QA tester.

The second project was handled by our digital marketing specialist and camp director, along with the ImageX project manager/business analyst, lead developer, and QA tester.

RESULTS & FEEDBACK

What outcomes or results can you share that demonstrate progress and/or success?

Our association website has experienced 152% growth in page views since launching, and the average session duration lengthened by 22%. Total page views on the overnight camp website (which was formerly a set of subpages on the association site) have increased by 129%; the average session duration rose by 340%.

The new camp website has also been a factor in enrollment growth. We reached 75% of our goal within eight weeks of launching—four months earlier than the year before.

How effective was the project management?

ImageX provided exceptional project management. They kept us on track throughout the discovery, development, and launch process.

What did you find most impressive about this company?

We needed a full-time partner who could hit the ground running while preserving our priorities and values. ImageX did not disappoint. They became virtual team members who were always there for us. Their willingness to listen and think through challenges, rather than trying to apply instant fixes, resulted in a custom website that exceeded our expectations.

We didn’t just build a website together; we built a relationship that has strengthened over time and will contribute to the long-term success of our organization. 

BACKGROUND

Please describe your company and your position there.

I am the director of marketing for Steptoe & Johnson, an international law firm with over 300 attorneys across the U.S.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

We hired them to manage our existing website and intranet as well as provide assistance with graphics.

What were your goals for this project?

We wanted to upgrade our firm's website and intranet.

SOLUTION

How did you select this vendor?

They were recommended by a trusted partner in the industry.

Describe the project in detail.

Over the past several months, they have assisted with several maintenance issues and recommended appropriate security updates. Aside from handling routine maintenance, they’ve assisted with larger company initiatives and worked on special projects as needed. We’ve shared our ideas for website improvement, which they’ve helped turn into reality.

What was the team composition?

We’ve been working with a project manager and lead developer. Occasionally, we’ve received work from their creative resources.

RESULTS & FEEDBACK

What outcomes or results can you share that demonstrate progress and/or success?

The transition was very seamless and resulted in a more secure website. So far, we’ve also been very pleased with their creative output.

How effective was the project management?

Their project management is very clear. We receive updates on a regular basis, while time and resource requirements are always clear and fair. They always hit their proposed timelines and have a great sense of how long something will take.

What did you find most impressive about this company?

They’ve embraced our unique culture and how that influences the direction of our website and intranet. They have gained our full confidence. We've learned to rely on ImageX as a business partner—they think for us.

What tips or recommendations do you have?

If you have a problem, call ImageX—you won't regret it. They’ll be honest and won't waste your valuable time. If they can't do the job, they'll say so up front. If they do take on the project, they deliver on their promises.

BACKGROUND

Please describe your company and your position there.

I am the director of demand generation for Schoology, an LMS [learning management system] focused on the education space. It has more than 20 million users worldwide.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

We hired them for routine website maintenance. They’ve also worked on special projects such as landing page development and other ad hoc tasks.

What were your goals for this project?

We always wanted to have a web development partner who could support our digital marketing initiatives and give advice as needed.

SOLUTION

How did you select this vendor?

Initially, we evaluated several other agencies. We selected this vendor after reading a number of positive reviews on various review sites and speaking to references they provided.

Describe the project in detail.

In the past year, they’ve completed a variety of projects for us. Recently, we launched a landing page aimed at furthering our brand and highlighting user stories. This page has a number of CSS animations and other elements that were implemented without any issues.

What was the team composition?

For the past 9 months, we’ve been working with a project manager and the lead developer. They assign additional resources based on the scope of our projects.

RESULTS & FEEDBACK

What outcomes or results can you share that demonstrate progress and/or success?

To date, they’ve delivered all projects on time and within our budget. They’ve analyzed our specifications and provided feedback on the best way to accomplish our goals, which is helpful. Aside from solving business challenges on the web, they’ve also provided strategic guidance on implementing our ideas. As a result, we can easily grow and scale our web presence to meet future business needs.

How effective was the project management?

Their project management has been exceptional. All communication happens through Basecamp and a biweekly virtual meeting. They are always up front with requirements and resources required. At the end of each project, they share a full rundown of the actual resources used.

What did you find most impressive about this company?

As a development partner, ImageX has always met or exceeded our expectations in terms of timeline, quality, and general collaboration.