ImageX

BACKGROUND

Please describe your company and position.

 I am the VP, Digital of a healthcare company 

Describe what your company does in a single sentence.

We provide care for caregivers.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Maintain and ensure high quality of our existing Drupal driven content platform
• Spearhead a migration from Drupal 7 to Drupal 10
• Complete a redesign and relaunch of our Drupal content platform

SOLUTION

How did you find ImageX?

Previous experience

Why did you select ImageX over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned
• High quality prior experiences

How many teammates from ImageX were assigned to this project?

6-10 Employees

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

We worked with Image X to redesign and relaunch our content website, transitioning it from Drupal 7 to Drupal 10. This upgrade was critical due to the end-of-life status of Drupal 7. During the migration, we seized the opportunity to enhance the UX/UI, aligning it with our updated branding style guides and addressing many user pain points. 

This project was particularly unique as it needed to cater to external and internal users differently. For example, external users primarily access the site via mobile devices, while internal users use desktop browsers.

The redesigned website is fully responsive, providing a seamless experience across mobile and desktop platforms. Significant improvements were made to simplify content management, making it easier for our content teams to use and maintain. 

Since the launch, the feedback has been overwhelmingly positive. Stakeholders, from our CEO down, have expressed their satisfaction with the enhanced user experience and the smooth transition to the new platform. Image X's expertise in handling complex migrations and their commitment to quality has been instrumental in the project's success.

RESULTS & FEEDBACK

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

The project was launched on time and within budget, a critical metric in any large-scale digital transformation. The new platform enabled detailed analytics, providing valuable insights into user behavior and engagement that were previously unavailable. This data is now helping us make informed decisions to improve the site continuously.

Qualitatively, stakeholder feedback has been overwhelmingly positive. Our content teams have particularly well-received the enhanced user experience and improved content management capabilities. The ease of managing and updating content has significantly improved their efficiency.

The new site supports our business goals more effectively, seamlessly integrating with other systems and platforms. This integration ensures that our members and team have a consistent and efficient experience, regardless of their device or access point.

In summary, the project modernized our technology and significantly improved user experience and content management, delivering a platform that supports detailed analytics and future growth. The satisfaction of our stakeholders, coupled with the on-time and on-budget delivery, underscores the project's success.

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

Image X's project management was stellar. They were proactive and ensured we remained focused on tasks without feeling pressured, keeping the project on track and within budget through clear and consistent communication. Weekly meetings and collaboration via Basecamp and MS Teams facilitated efficient and effective communication.

Their ability to deliver timely items was impressive, with milestones and deliverables consistently met. They were highly responsive to our needs, quickly addressing any concerns or changes that arose during the project.

Image X's proactive management, risk identification, mitigation, timely delivery, and responsiveness were instrumental in our successful launch.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about Image X was their combination of high-quality talent, competitive pricing, and exceptional team demeanor. Their expertise was evident in every phase of the project. Their ability to deliver top-notch work without exceeding our budget was a testament to their efficiency and commitment to client satisfaction.

The people at Image X were incredibly smart, genuinely friendly, and approachable. This made collaboration a pleasure and facilitated a productive working relationship. Their proactive communication and responsiveness ensured that any concerns or changes were swiftly addressed, maintaining the project's momentum and quality.

Furthermore, their ability to understand and align with our goals and brand vision was remarkable. They seamlessly integrated our feedback and provided valuable insights that enhanced the project's outcome. Their approach was always client-centric, demonstrating a deep understanding of our needs and priorities.

In summary, Image X stood out because of their unique blend of talent, affordability, personable team members, and smart, proactive approach. They exceeded our expectations and delivered a highly successful project.

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

Nothing comes to mind. This was an overall great experience.

BACKGROUND

Introduce your business and what you do there.

I'm the web manager at St. Michaels University School in Victoria, British Columbia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We engaged with ImageX for web design and development services. We required web maintenance, migration, updates, and support with strategy. We wanted to keep the quality and technical side of our website current. We also wanted to enhance what we do on our website because we need to update regularly, and the way we provide content to users is important.

SOLUTION

What was the scope of their involvement?

ImageX has migrated nine internal websites to a different hosting platform, and we've expanded our scope to other departments within our school. We used to host our website, and ImageX migrated it to a different hosting provider. We're currently working on building landing pages, which is something we haven't done before.

What is the team composition?

We've worked with three teammates from ImageX, including Anna (Service Account Manager), a couple of developers, a lead designer, and a strategist. 

How did you come to work with ImageX?

We rebuilt our website 3–4 years ago and created an RFP. We contacted various service providers and narrowed it down to a shortlist of which ImageX was part. At the time, my team decided to go with a different company, which was great, but changed its business model. We moved away from them and contacted ImageX to support our web maintenance, upgrades, and additional content features.
How much have you invested with them?

We have a monthly agreement of $2,000 CAD (approximately $1,500 USD), but we spend more on additional projects and time we request from the team. We've spent around $25,000 CAD (approximately $18,000 USD) in our entire engagement.

What is the status of this engagement?

We've been working with ImageX since June 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

ImageX's work has reduced the time I used to spend on web updates and resolving issues. The team has taken a big workload off my plate. The hosting company suggested by ImageX has been fantastic and better than our previous provider. Thanks to the team's support, we have fewer issues on our website, and I have fewer worries. ImageX's expertise in landing page creation has been great. 

ImageX has been fantastic and migrated our website without disrupting our services. The entire team is amazing and does a great job. We have a good relationship with ImageX, who has a nice balance of honoring what we want and not pushing their ideas on us too much. The team offers great expertise and are good listeners. I love working with ImageX.

How did ImageX perform from a project management standpoint?

ImageX is a good communicator and stays within the project's timelines and budget. We've experienced a bottleneck once, but we're quite flexible with our schedule. The team does their best to deliver the project on time and generally always does that. We use Basecamp for project management and communication.
Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to highlight Anna's work. She's a joy to work with and very friendly. She works efficiently and feels like part of our team. 

What did you find most impressive about them?

ImageX works efficiently, and I've never felt they're wasting time in a meeting. The team advances at a speed that works for us, and we feel our money is well spent. ImageX doesn't try to upsell us on anything and is very respectful. If something is misunderstood, ImageX asks questions and ensures they understand our instructions clearly before proceeding with the project. The team has a good relationship with us.

Are there any areas they could improve?

I can't think of any faults of ImageX. 

Do you have any advice for future clients of theirs?

I suggest trusting ImageX completely. The team has done a fantastic job on our project. They try to understand the client's needs and cater to them as best as they can within the suggested budget.

BACKGROUND

Please describe your company and position.

I am the Director of Web Development of YMCA of Greater San Antonio

Describe what your company does in a single sentence.

To put Judeo-Christian principles into practice through programs that build healthy spirit, mind, and body for all.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Addition of the Membership Calculator
• Update our website to a newer theme
• Update Drupal to 9.5-10

SOLUTION

How did you find ImageX?

Referral

Why did you select ImageX over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned
• Wonderful first impression

How many teammates from ImageX were assigned to this project?

6-10 Employees

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

Scope of Work 

1. Update 5yr+ outdated Drupal YMCA Theme - Rose to a new, more modern Drupal YMCA Theme - Carnation. This involved all webpages on our site being upgraded to the new theme and updated CSS. Key Deliverables: 
   1. Fresh new look 
   2. CSS that allows for better assessability and readability best practices 
2. Revamp main and branch homepages to include proven content components of an engaging non-profit homepage 
   1. Displays numbers related to impact as well as a curated list of impact stories. 
   2. News and blog articles 
   3. Call to Action Content (CTAs) 
   4. Promote awareness of other lesser-known Y programming - ex: Mental Health Resources. We are more than just a Swim & Gym Key Deliverables: 
      1. Video Hero Banner- This was a wonderful addition as it provides eye-catching subject matter 
      2. News Article scrolling component. This allows the user to scroll through teasers of various news articles and then choose to read more about an article if they wish. 
3. Membership Pages 
   1. Add member imagery 
   2. We offer 13 membership options for each Y location - restructure package information so users are not overwhelmed by the long list 
   3. Add recent member testimonials - Give a reason to buy in. Key Deliverable: 
      1. Membership Calculator- Instead of how we had it previously- where the user was bombarded with 16 different membership options for each Y location. The addition of the membership calculator allows for a much more simplified process, by guiding the user to first pick a membership package that best fits their needs, then ask for the Y locations nearest them- once that is selected the user is shown the price information for that package for that selected location. 
4. Program Pages 
   1. Sub -Category listings that engage and easily direct a user where to go. Key Deliverable: 
      1. Category Listing Drupal Paragraph type re-configured to allow for big eye-catching imagery.

RESULTS & FEEDBACK

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

The project deliverables are still in the infancy stages, as we just launched 18 days ago, so the data is still being accumulated for analysis. However, at this moment, it appears that the new modern theme and simplified navigation are resulting in a more streamlined, user-friendly experience. This hypothesis is supported by 8-10 scores on our HotJar NPS, resulting in 63% and up considerably from the previous month's 47%. 

In addition, with the new membership calculator, we are seeing more Family and Senior Membership packages being sold; before, we would primarily just see Teen and Young Adult Packages being purchased. To me, this indicates the Membership Calculator's step-by-step approach is making the online join process more user-friendly.

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

The project management from the ImageX Team, especially Purnima, was absolutely exceptional! During the past couple of years, Purnima has worked with us on several projects- the most recent one being a complex theme upgrade. During all projects, she demonstrated her vast project management skills by clearly defining the scope of each project and the steps it would take for a successful integration/deployment. 

Purnima initiated clear communication through Basecamp, ensuring all stakeholders were informed and aligned throughout the process. She also adeptly identified any potential risk that may occur and assisted us in mitigation, all of which greatly supported us in keeping the project on track and within budget. Purnima's impeccable attention to detail and overall support were truly invaluable to our success. 

She would always go above and beyond to make sure I was comfortable and would alleviate my anxiety over any technical issue. She is a tremendous asset, and I consider myself fortunate to have had the pleasure of working with her.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

ImageX is a company that stands out for its holistic blend of creativity, technical expertise, and client-focused approach. What makes ImageX both impressive and unique is their commitment to crafting innovative digital experiences that truly resonate with their clients' goals, especially in the Non-Profit world. 

By combining cutting-edge technology with a deep understanding of design principles, ImageX creates Drupal websites and digital solutions that are visually pleasing, highly functional, and user-friendly. Their dedicated professionals bring a wealth of experience and a passion for excellence to every project, ensuring that each client receives a tailored solution that exceeds expectations. 

Throughout my client tenure with Image X, I've collaborated with a range of project managers, including Kylie, Richard, Purnima, and currently Monika, consistently experiencing excellent customer service regardless of the individual at the helm. The ImageX Team truly embodies their value of succeeding together, coupled with a track record of delivering results, all of which sets them apart as a leader in the digital agency landscape. ImageX is not just a vendor to us; they are an extension of our YMCA family!

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

While I understand no company is perfect, during my experience with ImageX, I can honestly say I can not think of an area that needs improvement. If I am being nit-picky, sometimes coordinating projects with team members in different time zones can get a bit tricky!

BACKGROUND

Please describe your company and position.

I am the President of Vital Media Network

Describe what your company does in a single sentence.

We operate websites covering niche sports.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Ongoing operations of our sites
• Build fantasy sports game

SOLUTION

How did you find ImageX?

• Online Search
• Clutch Site

Why did you select ImageX over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from ImageX were assigned to this project?

6-10 Employees

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

Two things occurring at the same time:

1. Ongoing maintenance and operations for our sites. This includes routine updates, bug fixes, ongoing improvements, etc.
2. Development of a fantasy sports game from scratch. Conceptually, it was a collaboration between our staff and ImageX, with ImageX handling all the execution/development.

RESULTS & FEEDBACK

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

We comfortably met the deadline for the season-opening event for our fantasy game. After that, player sign-ups and their general satisfaction exceed our expectations.

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

The fantasy game was completed on time for our season-opening event. Functionality and overall performance has been excellent. We have video chats at least once a week, plus Slack and email on an ongoing basis. For the fantasy game, the ImageX team learned about the intricacies of the sports we cover, shared feedback about fantasy leagues they played in, and much more. We didn't just give them a specs doc to build from. They were an essential part of the conceptual development of the game.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

The ImageX team is extremely responsive, proactive, reliable, and detail-oriented. Our sites are large, fairly complex, and nearly 20 years old, but ImageX knows virtually everything about them. There is a lot of consistency within the team, so we're not frequently starting over with new people. They are also all very nice people.

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

No

BACKGROUND

Please describe your company and position.

I am the Director of Marketing and Communications of Ashland University

Describe what your company does in a single sentence.

Ashland University is a private higher education institution.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Design a new university website that would provide a visually-engaging, mobile-friendly, user-centered experience primarily for prospective students
• Improve site functionality, including search

SOLUTION

How did you find ImageX?

Referral

Why did you select ImageX over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

What was the size of ImageX’s team?

6-10 Employees

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

This project was a total redesign of Ashland University's primary website. It included discovery, content strategy, design concepts, style guide, development, user research and testing, integration with external applications, quality assurance testing and ambient video development and production.

RESULTS & FEEDBACK

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

• The site was consolidated from thousands of pages to approximately 600 pages. Comparing Dec. 13 - Jan. 10 from the previous year to the same timeframe after site launch:
  • Organic search traffic - up 230%
  • Referral traffic - up 282%
  • Average engagement time per session - up 8%
  • Number of engaged sessions per user - up 16%

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

ImageX had excellent project management. They provided weekly status updates; most items were completed on time and they highlighted any deliverables that were in jeopardy.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

Everyone at ImageX was warm, friendly and accommodating. They were a delight to work with and were truly an extension of our in-house team. We valued their website and Drupal expertise and they were an ideal partner that helped us manage our website redesign project successfully.

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

I can't think of any areas for improvement. They did a great job and we had fun too!

BACKGROUND

Please describe your company and your position there.

Canada’s leading property and casualty insurance technology association: bringing brokers, insurers and software providers together.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

Our website was in need of redesign, with improved UX, security capabilities and interactivity. We looked to ImageX to modernize our website and produce a product that is capable of development through an agile approach.

SOLUTION

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

After an extensive RFI and RFP approach, we selected ImageX based on their experience, competitive pricing model and ability to deliver on our organizational needs.

Describe the project in detail and walk through the stages of the project.

After an in-depth discovery, well-defined design phase, agile development, extensive UAT, refinement of content we had a successful launch.

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

In total, we worked with seven ImageX team members, their positions included project managers, developers, digital strategists and designers.

RESULTS & FEEDBACK

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

Our website is a visually-engaging, mobile-friendly, user-centered experience that engages both current and prospective members. The site is a welcoming, universally accessible experience that complies with accessibility standards, and overall reflects the inclusive culture of CSIO.

We can easily track analytics and KPIs and have implemented a content strategy that engages with key audiences and increases engagement and user satisfaction.

How effective was the workflow between your team and theirs?

The team was accessible and responsive during the project.

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

We carried out this project virtually and the ImageX team was able to deliver despite our organizations not being able to collaborate in person.

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

The outset of any project of this magnitude can present unique challenges for both parties. There was an adjustment period for ImageX and CSIO at the very beginning, that said ImageX learned our brand and requirements very quickly to ensure the project plan was successfully executed.

BACKGROUND

Please describe your company and your position there.

The Tampa Metropolitan Area YMCA is a nonprofit organization. I am currently the VP of Marketing.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX, and what were your goals?

Image X helped us with the transition to Open Y. Image X continues to provide us with monthly service around our website.

SOLUTION

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

We met with a number of vendors but they were the best suited for us to move to the Open Y platform.

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

The scope of work included moving the Tampa YMCA website to the Open Y website platform. It was a multi-month process with many meetings and key deliverables along the way.

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

There was a project lead and possibly 10 other account people and developers.

RESULTS & FEEDBACK

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

We have a very functional website and have doubled our online sales.

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

It was a very comprehensive plan and we enjoy having continued bi-weekly calls with the Image X team.

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

The team is very attentive to our needs and we appreciate knowing they are there if something goes wrong.

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

They are very helpful. There were times when we had numerous account execs but we have now had the same person and are very happy with her. We believe we have been working with Purnima for 2 years. One area of improvement for the developers would be to help us implement activity finder.

BACKGROUND

Introduce your business and what you do there.

I’m a senior marketing manager at Onset Data Loggers. We sell data loggers and monitoring solutions, which are sensor products that help people measure all types of metrics related to different applications, from water temperature and flow to relative humidity.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We hired them for web development; we wanted a new website that was easy to navigate and would provide good UX for our customers. Additionally, we wanted to have an additional resource to support our website.

SOLUTION

What was the scope of their involvement?

Over the past year and a half, ImageX has helped us with web design and development. They’ve helped us design our new website using InVision and built the e-commerce site using Drupal 9. We had an existing website, and the team brought content from the old site to the new one. 

We make a lot of our sales online, so the site serves to sell products, engage with the customers, and inform them. The site provides customers with the materials to educate themselves if they need to learn more about our products and their use in different applications. 

Currently, ImageX is helping us with maintenance. They’ll provide support for our internal developer, acting as a backup. 

What is the team composition?

We’ve worked with 10–12 teammates from ImageX. Our main points of contact are Travis (Portfolio Director, Commercial), who is our project manager; Diana (Senior Project Manager), who manages the day-to-day; and a developer. 

How did you come to work with ImageX?

Although I wasn’t the one who found them, I believe we found ImageX online. We interviewed about 10 service providers and checked their capabilities and rates, and from there, we selected ImageX.

How much have you invested with them?

We’ve spent over $300,000. 

What is the status of this engagement?

We started working together in June 2021, and the engagement is ongoing.

RESULTS & FEEDBACK

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

ImageX has been fantastic and highly professional in working through different items and challenges. They’re very easy to work with and understand our goals. They’ve created a great team environment that makes us comfortable giving feedback because they encourage open dialogue without judgment. The team has been flexible with things that have come up along the way. 

Moreover, we can count on them to get stuff done, which is important because trust is a big deal with an investment like this. I project managed the website development, and my trust in the ImageX team meant one less thing to worry about. We’ve just launched the site, so we don’t have metrics yet. 

How did ImageX perform from a project management standpoint?

They’re really good about communicating and providing status updates. They’ve been very open about any changes and tasks, always ensuring we understand what’s happening. For example, we had to extend our timeline for development, which is normal with these kinds of projects. We kept in touch and discussed the adjustments, so everything went well. 

We had a very specific budget, and I requested ImageX to be upfront about any budget changes. The team is always willing to provide updates and inform me whether they need additional funds, outlining the quote for my approval. 

We use Jira and Basecamp for project management. Our emails go through Basecamp, and we also use phone calls and Google Meet for communication. 

What did you find most impressive about them?

ImageX’s communication is their biggest strength. 

Are there any areas they could improve?

I can’t think of anything they need to improve. Whenever we need something to change, they adjust well. 

Do you have any advice for potential customers?

Capitalize on ImageX’s strength, which is communication. You should be comfortable providing input on how you feel about things, which will open the door to new possibilities. The team provides a lot of feedback, so keeping that relationship open will help you better the working relationship and get more out of ideas and productivity.

BACKGROUND

Please describe your company and your position there.

Our organization represents Canada's municipalities in their interactions with other levels of government, and also manages a federally-funding infrastructure investment fund that helps municipalities build resilient and sustainable infrastructure, with over 1 billion dollars of projects approved to date. I am a project manager and was the technical lead on this new website development project.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX, and what were your goals?

We hired ImageX to take over the development of a new website we were launching, which had been left in a disastrous state by a previous vendor and was in danger of missing its target launch date. We needed ImageX to both fix the errors and bugs left over by the previous vendor while also developing new features and functionality, all within a short timeline, as the project had already been significantly delayed. They vastly exceeded our expectations and helped us launch on time.

SOLUTION

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

We distributed an RFQ to several preselected vendors and then proceeded to interview four of them. ImageX's rates were the most affordable while also demonstrating the greatest capacity to take on this project in terms of available staff and prior experience.

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

This project involved building a new website using Drupal 9, and ImageX came on to the project at a late date after it had already been delivered in substandard shape by a previous firm. We needed ImageX to first fix the many remaining bugs with the existing product and then develop some additional features deemed essential to launch. We were successful in meeting our target launch date and the project has been deemed very successful by both internal and external stakeholders.

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

We primarily worked with four different staff from ImageX, a project lead, two senior developers and their SEO and Analytics specialist.

RESULTS & FEEDBACK

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

The website was able to launch on time and both our internal and external shareholders are thrilled with it. We are continuing to work with ImageX for ongoing support and to continue developing new features, as well as some KPI dashboards to measure site performance.

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

We meet with our project lead and the senior developers assigned to the project weekly until launch, while also tracking individual tasks and issues using Basecamp. Their staff was extremely responsive, often replying to messages within minutes. Ultimately we probably achieved more in 2 and half months of working with them than we had in the six months before that working with the previous vendor.

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

ImageX' communication is phenomenal, and they are clearly dedicated to this project's success. Their focus is on retaining clients long-term and it shows, as we're thrilled to continue working with them on any other Drupal website development in the future.

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

They excelled in every way on this project, I honestly can't think of anything that was less than excellent in our work with them to date.

BACKGROUND

Introduce your business and what you do there.

I’m a marketing manager at a forensic sequencing company or human identification company. We offer DNA sequencing machines, kits, and workflows to crime labs worldwide that use our technology to analyze forensic samples and generate DNA profiles for various databases to identify unknown individuals. I lead digital marketing initiatives, including our company website and two additional websites we own.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

One of our websites is a genetic genealogy site for consumers who have taken a DNA test through services like Ancestry. Users can upload their DNA data and find people they’re genetically related to. An amateur genealogist started the site in 2010, and then it grew to the point where it had over a million users. 

In 2018, law enforcement started using the site to identify violent crime perpetrators when they couldn’t identify a the DNA sample through federal databases. Through the site, they built family trees and identified potential suspects in various cases. Our company acquired the website at the end of 2019. We realized that regular consumers didn’t want to see anything related law enforcement on the website and the types of cases uploaded when this new methodology for solving crimes started taking off. 

We needed to create a professional website specifically for law enforcement with tools, processes, and account management that the regular site didn’t have. We engaged ImageX to build this portal for law enforcement and genealogists working with law enforcement.

SOLUTION

What was the scope of their involvement?

ImageX designed the UI/UX and developed our professional website using Drupal. Although they built the site from scratch, we had some pre-developed tools the team connected to. They also developed custom APIs and integrated Chargebee as a subscription and payment platform. 

The team migrated and replicated tools from the regular site. They went through different scenarios of business use cases and the types of users the site would have. Currently, ImageX provides continuous development for the site; they make improvements, add features as needed, and maintain it. 

How did you come to work with this vendor?

We knew we wanted to work with a vendor who had experience building enterprise level websites using modern development frameworks based on PHP. After vetting several agencies that had excellent reviews on sites like Clutch, we settled on using ImageX based on their experience and their project estimate costs.

What is the team composition?

To scope the project, we worked with the VP of business development manager and a business developer. For the website development, we had a team of 4–5 people, including an architecture specialist, a UI/UX designer, a project manager, a business analyst, and one more person. 

Once the project launched, we transitioned to an account management team. We currently work with an account manager and 1–2 developers, depending on our needs. 

How much have you invested with them?

We’ve spent $220,000–$240,000. The initial project cost around $130,000–$140,000, and the ongoing maintenance costs about $30,000–$35,000 a year. 

What is the status of this engagement?

We started working together in August 2020, and the engagement is ongoing.

RESULTS & FEEDBACK

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

The site has been very successful; it works as intended and meets our expectations. When we launched, we had a baseline of law enforcement users from the regular site. Since then, the number of users and profiles uploaded to the site have grown significantly. 

How did ImageX perform from a project management standpoint?

Their project management has been excellent. During the development phase, we did face some challenges connecting APIs built by ImageX to our existing servers. But that was more due to our in-house development team's method of coding the API connection points. ImageX was able to devote additional resources needed to launch the site in December 2020, with more feature launches in 2021 and 2022.

Currently, they stay on top of our requests quite well. We met weekly when developing the site and now meet bi-weekly as a part of the support work ImageX does for us. We use Basecamp as our primary tool and Google Sheets to track various items. We also used our internal Jira instance in the past to track other aspects of the project.

What did you find most impressive about them?

I appreciate that ImageX understands our needs. Their design is really well done and thoughtful, and the technology they chose for it worked with our needs. Moreover, the team is pretty easy to work with, which has been great. Initially, we looked at other offshore companies, but ImageX is in our time zone. We’ve liked benign able to communicate with them without dealing with time zone differences. 

Are there any areas they could improve?

None to report.