ImageX

BACKGROUND

Please describe your company and position.

I am the Digital Media Manager of City of Burnaby

Describe what your company does in a single sentence.

The City of Burnaby is a municipal government serving the third-largest community in British Columbia, Canada with over 249,000 residents. We’re committed to creating a city that we all want to live and be in and providing industry-leading and innovative customer experience.

OPPORTUNITY / CHALLENGE

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

• Maintain the core code and modules of our Drupal websites, Acquia infrastructure and security solutions to ensure high quality performance and reliability .
• Manage monthly security fixes, module upgrades and bug fixes, including migrating all our websites to Drupal 10, and now Drupal 11.
• Partner with us on website enhancement projects, including spearheading the design and development of new content types and digital solutions.

SOLUTION

How did you find ImageX?

Referral

Why did you select ImageX over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from ImageX were assigned to this project?

2-5 Employees

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

Maintain the core code and modules of our Drupal websites, Acquia infrastructure and security solutions to ensure high quality performance and reliability.

Manage monthly security fixes, module upgrades and bug fixes, including migrating all our websites to Drupal 10, and now Drupal 11. 

Partner with us on website enhancement projects, including spearheading the design and development of new content types and digital solutions 

RESULTS & FEEDBACK

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

As a municipal government, our website is our most used communication channel for our residents. We require a secure, reliable, user-friendly website and ImageX helps us accomplish this. Our website receives over 8 million page views a year and provides a vast amount of topics to various audiences. ImageX continuously delivers on monthly maintenance and responds in a timely manner on both planned tickets and emergency tickets. 
We appreciate knowing they will be there if anything goes wrong with our site. In addition to regular maintenance, ImageX assists us in achieving several site enhancements, most notably the recent launch of a Housing Design Library. The Housing Design Library features pre-reviewed housing designs, and aims to make it easier for homeowners to explore expanded options for developing their property. 
ImageX was instrumental in helping us launch this tool – they conducted discovery sessions with City staff to understand the goals and objectives, and developed a customized solution on our Drupal website that had filtering capabilities, a user-friendly and visually engaging landing page, and enhanced image display options via our Digital Assets Manager media module. Within 3 weeks of launching the library, we received 18,500 page views. 

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

ImageX does an exceptional job at project management. They are incredibly responsive, and we can always trust that they will complete all our priorities within our timelines. They are also very flexible and can pivot priorities based on our organizational needs.

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 true partner for our organization, working exceptionally well with our core website team comprising of members from our IT and Marketing and Corporate Communications departments. 
They feel like an extension of our team and we feel confident in putting our trust in them to maintain, enhance and improve our Drupal websites. They are experts in the field and have assisted us in a number of projects, from security patches and core modules upgrades, to troubleshooting bug fixes, and building out brand new content types. 

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

No, we are very happy with the services they provide. We look forward to our ongoing work with them.

BACKGROUND

Please describe your company and position.

I am the Associate Vice President of Digital Products and Programs of YMCA of the North

Describe what your company does in a single sentence.

As one of the largest YMCAs in the world, we serve the community in numerous ways, including our fitness facilities, day and overnight camps, our Youth and Family Services team, childcare, and so much more. Our mission is to put Christian principles into practice through programs that build a healthy spirit, mind, and body for all. 

OPPORTUNITY / CHALLENGE

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

• Primary technical development
• User experience improvements
• Ongoing enhancements
• Support in connecting our website to our new CRM
• Server Migration partnership (2023)

SOLUTION

How did you find ImageX?

Drupal Community

Why did you select ImageX over others?

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

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.

ImageX has been central to our digital efforts, serving as the primary development vendor for our website. While we collaborate with a few other vendors, ImageX shoulders most of the work—technical development, user experience improvements, and ongoing enhancements. They are deeply involved in our digital ecosystem and are integral in helping us evolve and optimize our web presence. They have also been a primary partner in several projects, from our server migration to our CRM migration over the last few years.  

RESULTS & FEEDBACK

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

The impact of ImageX's work has been profound. From day one, they dove headfirst into our projects with genuine curiosity and a drive to understand our unique challenges. They consistently deliver thoughtful, technically sound solutions and are deeply aligned with our mission. Although technically a vendor, they feel more like an extension of our internal team—offering services and true partnership. They continuously drive projects forward, establishing clear milestones, clarifying scoping, and ensuring that time-bound initiatives are delivered on time, in scope, and within budget. As our ongoing SLAs, they balance the needs of stability, security, innovation, and our shifting tech stack to best align with the goals of our mission. Since moving to the ImageX team and some of the changes in our architecture that they helped us manage, we have established a 99% uptime. This ensures we can support our customers whenever and wherever they want to engage with our web platform.  

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

Regarding project management, Scott and the entire ImageX team are second to none. Their ability to lead with questions, engage collaboratively, and stay on top of details has been a major asset. Communication is always clear, timelines are respected, and they bring a spirit of calm confidence to every interaction. They also raise potential issues and risks early so we can address them or pivot as required. Scott proactively ensures that our business needs are met while caring for the team's bandwidth and requirements. We have also worked with other project managers on the team, like Kylie, and we have had consistent experience across team members.

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 I find most impressive is the humble, kind, and curious approach they bring to their work. It's not something you see every day in tech space, and it creates an environment where innovation and trust can genuinely thrive. Their team doesn't just focus on delivering features; they help us improve our internal processes and think more strategically about the future. They have also ensured redundancies throughout their organization to meet our needs by establishing a nearly 24-hour availability and offering flexibility for support and deployments.  

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

Depending on the individual projects, identifying when to bring in a business analyst and the artifacts they deliver could be an area of improvement. This is also an area we do not use frequently, and we have not created as consistent processes on our end compared to development, QA, and project management. 

BACKGROUND

Please describe your company and position.

I am the Digital Communications Manager of Mennonite Central Committee (MCC)

Describe what your company does in a single sentence.

International disaster response, development and peace organization based in Canada and the U.S., operating in over 40 countries.

OPPORTUNITY / CHALLENGE

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

• Redesign the MCC website
• Redesign the MCC Thrift website
• Ongoing maintenance, support and development of websites
• Develop a new integrated online donations system
• Develop a new community fundraising platform

SOLUTION

How did you find ImageX?

• Online Search
• Clutch Site

Why did you select ImageX over others?

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

How many teammates from ImageX were assigned to this project?

> 10 - Large team over the past couple of years

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

In 2022 MCC needed to replace two of our websites that were running on Drupal 7. We were looking for a company that we could partner with to replace our two primary websites mcc.org and mccthrift.com. Rather than just upgrading our websites from Drupal 7 to Drupal 10 we were looking to completely redesign these websites. This was to involve new website structure, new design, new functionality and new content.

Once this project was completed, we have worked with ImageX to providing ongoing support, maintenance and development on these websites. We have also worked with ImageX on several additional projects adding additional functionality to our websites including:

• Christmas Giving ecommerce style shopping experience for our Christmas campaign
• E-cards system allowing donors to send email cards to people afte completing a donation.
• Website translation including integration with DeepL to aid in translation
• New integrated online donations system
• New community fundraising platform

RESULTS & FEEDBACK

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

• ImageX was able to complete the project within the time and budget agreed on. There were delays caused by MCC due to the large scope of the project and internal complexities. ImageX was flexible in working with us to adjust our timelines.
• The new website design and functionality met the needs of internal stakeholders and website content developers.
• We have received significantly positive feedback and appreciation about the new websites and the functionality provided by our supporters.
• Surveys of donors have regularly received a 4.7/5 star ratings for the online donations experience.
• On our mccthrift.com website customers are able to quickly and easily find information about MCC shops.
• We have the ability to continue to build on and enhance our websites which was a challenge on our old sites causing our previous sites to become stagnant. ImageX is helping with regular improvements to the website each month.
• ImageX submitted the website to a design competition and won and award for the mcc.org website.

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

ImageX's project management has been top notch. They have done an excellent job of collaborating and communicating with us throughout their work with us. 

There were some delays in our original projects but these were due to internal MCC issues and not because of ImageX. We required additional time to for our tasks due to extensive stakeholder engagement processes and content development for the website. ImageX was excellent at working with us and adapting to our needs.

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?

They have a very skilled and engaged team. We were hoping to find a company that would not just build what we asked for, but that would partner with us to understand what we were trying to accomplish, as well as the needs of our audiences and our internal stakeholders. Every step of their process has produced amazing results. Their business analysis and planning teams have been extremely thorough in understanding our needs and suggesting alternatives. The designs that their team have come up with have been top notch and have paid attention not just to making a website that look beautiful, but also pays close attention to usability for our audiences, accessibility and functionality across devices. And their development team has been able to do everything that we've asked of them, even things that we have doubted could be accomplished. They have a very talented and well rounded team that is committed to making every project that we've worked on together a success and it shows both through our interactions together and in the final product.

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

None that I can think of at the moment.

BACKGROUND

Introduce your business and what you do there.

I’m the director of digital services for YMCA of the Triangle, a nonprofit organization located in North Carolina. We serve our community in six counties across 19 locations and three overnight camps. We have a membership base of about 100,000 people and around 400 full-time staff.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We originally hired ImageX when we were redesigning our overnight camp website.

SOLUTION

What was the scope of their involvement?

ImageX provided a complete package for our website. We upgraded our CMS to a newer version of Drupal, reevaluated the look and feel of the site, and added new functionality. We updated our information architecture and UI to make the process of finding an overnight camp session a little easier. We focused on people who were new to our overnight camp, increased the images and videos on the site, and tried to capture the action, energy, and feel of the overnight camp.

We also worked with ImageX on the content on the site. We had a lot of content on the site, and we pulled it together to provide good SEO-friendly content about the overnight camp experience. We made sure we answered questions from parents about safety, homesickness, and what would happen if their child fell or injured themselves. Our overnight camps run for up to four weeks at a time, so it’s important that parents trust us, our staff, and our brand. We needed to get that across in the feel, words, and imagery of the site, and ImageX helped us accomplish that.

We have brand guidelines under YMCA USA, which is the governing body for YMCAs in the US. We have specific color palettes, logos, and imagery. ImageX was able to lean into that and show our brand in different ways. 

What is the team composition?

We had one main point of contact, who was our project manager. On the team, we had 2–3 frontend designers, a main developer, a business analyst, and a UX person. We worked with 7–10 people on the project.

How did you come to work with ImageX?

We went with ImageX based on referrals from other YMCAs and getting to know them at different conferences and projects. We heard really good things about them.

What is the status of this engagement?

We started working with ImageX around September 2022, and the website launched in July 2023. We've hired them for another web design project.

RESULTS & FEEDBACK

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

We saw an increase in time on the page and overall visitor count. The site received more traffic than it did before we rebranded it. Customer satisfaction surveys and the number of people using the website also went up.

How did ImageX perform from a project management standpoint?

ImageX was never late; we were the ones who had delays. ImageX was great at managing the project and notifying us about hours. We ended up with a surplus of hours, and they were very kind and made sure we didn’t lose money on the project. 

They were good at keeping us on track without being mean. We're a large organization, so we do not move quickly, and the team was very gracious and patient with us, especially when we had some unplanned delays.

They used Basecamp, which was forward-facing to us. As a team, they used Jira and Slack. All of our communications were done through Basecamp, which we cannot recommend highly enough.

What did you find most impressive about them?

Their attention to detail and understanding of the YMCA were really good. At the beginning of the project, we had a couple of missteps, and the design wasn’t what we wanted. ImageX was great with the critique and immediately saw where they had misstepped. We were immediately able to right the ship. The conversation was hard, but they came back later and expressed how appreciative they were to have good, honest, and transparent conversations.

They were easy to talk to and some of the smartest people we’ve ever worked with. The majority of the team were women, from developers to UI and layout designers, which was nice to see. As a woman in tech, I never felt patronized or that someone was speaking to me condescendingly, which can be a challenge with some other vendors. They put the right people on the project, and everything went really swimmingly. Even though we were in six different time zones and coordination was challenging at times, we always made it work.

Are there any areas they could improve?

I don’t know how they could have done it better. We’re a nonprofit, and we don’t have a big marketing department. The coordination on our end is always the challenging part. That was not on ImageX.

Do you have any advice for potential customers?

Go into the project and not be afraid to communicate with them. Explain exactly what you need. The more detail you can give them, the faster and better the response will be from a developer or project manager. Give them examples, screenshots, and videos, and tell them about specific tasks of yours. 

They always use our hours very well, and you can get by on fewer hours than you think you can. They’re friendly, and they’re good people to work with. I'm glad we found them — they're brilliant developers.

BACKGROUND

Introduce your business and what you do there.

I'm a technical project manager and contractor for an environmental company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

ImageX developed our website and has been maintaining it ever since.

SOLUTION

What was the scope of their involvement?

ImageX has built our Drupal-based website from scratch. It's a platform for employees to share and discuss ideas about the company. The team has been providing maintenance services since the project’s inception.

What is the team composition?

I work with about four people regularly. My main point of contact is their senior developer and team lead. We also work with Travis, the project manager.

How did you come to work with ImageX?

Our internet provider at the time referred us to them. They gave us three companies to work with, and we talked to all three. We liked them the best.

How much have you invested with them?

We spend roughly $200,000 a year on them, so it would be a couple of million by this point, over 10 years.

What is the status of this engagement?

We started working together in January 2015, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We measure success through site traffic and activity, and both have been going up. We haven’t had any bugs in the project.

How did ImageX perform from a project management standpoint?

They meet deadlines and stay on budget. We use Jira for project management and Slack for communication.

What did you find most impressive about them?

I'm impressed with their responsibility and quickness in development.

Are there any areas they could improve?

I have no way for them to improve. They’re my favorite contractor.

Do you have any advice for potential customers?

Spell everything out as much as possible at the beginning. They are very good at working with me, and I’ve never had a problem.

BACKGROUND

Please describe your company and position.

I am the Manager of Web Development and Strategy of UAZMedPhx 

Describe what your company does in a single sentence.

ImageX is a highly skilled web development agency specializing in Drupal solutions, website redesign, and SEO optimization to enhance digital experiences.

OPPORTUNITY / CHALLENGE

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

• Redesign the website to improve user experience and modernize the digital presence.
• Provide ongoing technical support to ensure the stability, security, and performance of the College’s website.
• Develop custom Drupal modules to enhance functionality and streamline content management.

SOLUTION

Why did you select ImageX over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

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.

ImageX played a crucial role in redesigning and restructuring key elements of the College’s website, ensuring a more user-friendly and efficient digital experience. The scope of work included:

• Site Map Restructure – Given the vast content library of over 60,000 pages, ImageX conducted a detailed analysis to reorganize and streamline navigation.
• New Navigation System – The previous three-level menu was replaced with a modern, intuitive two-level structure, improving usability and accessibility.
• Homepage Redesign – The homepage was completely redesigned to enhance user engagement, improve visual hierarchy, and align with the College’s branding.
• Mobile Optimization – A fully responsive design was implemented for the homepage and navigation, ensuring seamless access across all devices.
• Data-Driven Approach – The project was informed by extensive research, stakeholder discussions, and a strategic roadmap tailored to the College’s needs.
• Timely Delivery – Despite the complexity of restructuring and implementing changes, ImageX successfully delivered the project on time without compromising quality.

Their expertise and strategic planning were instrumental in achieving a well-structured, high-performing, and user-friendly digital platform for the College.

RESULTS & FEEDBACK

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

1. Improved User Engagement – Increased homepage interaction and lower bounce rates due to a more intuitive navigation structure and enhanced design.
2. Streamlined Navigation – Reduced user friction with a simplified two-level menu, making it easier to access key information.
3. On-Time Delivery – The project was completed within the agreed timeline, ensuring minimal disruption to website operations.
   These outcomes reflect the effectiveness of ImageX’s approach in delivering a well-structured and high-performing digital experience for the College.

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

ImageX demonstrated excellent project management throughout the engagement. Their approach was well-structured, ensuring clear communication and timely execution of tasks. They consistently met deadlines and delivered each phase of the project on schedule.

Their team was highly responsive to our needs, actively engaging in discussions, addressing concerns promptly, and adapting to feedback efficiently. Their professionalism and proactive approach made the collaboration seamless and productive. Overall, the project was successfully completed on time and to a high standard.

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’s exceptional expertise in Drupal stood out as one of their most impressive qualities. Their team demonstrated a high level of technical proficiency, delivering custom solutions with precision and efficiency.

Additionally, their deep understanding of the university environment made the collaboration seamless. They were well-versed in working with higher education institutions and effectively navigated the complexities of college management structures. Their professionalism, structured approach, and ability to adapt to institutional needs were key factors in the project's success.

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

There are no areas for improvement—everything was delivered perfectly. 

BACKGROUND

Please describe your company and position.

I am the Head of Digital Initiatives of Queen's University Library

Describe what your company does in a single sentence.

Queen's University Library is an academic library that serves students, faculty, researchers, and community users, providing extensive library collections, expert services, and welcoming spaces to facilitate excellence in teaching, learning, and research.  

OPPORTUNITY / CHALLENGE

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

• Build an entirely new website on current Drupal platform
• Define strategy and user-focused information architecture based on solid UX and content strategy best practices
• Provide attractive and effective design aligned with institutional branding
• Development/implementation of the site on university-supported Drupal platform
• Provide training for local content development and ongoing management

SOLUTION

How did you find ImageX?

Clutch Site

Why did you select ImageX over others?

• High ratings
• Good value for cost
• Company values aligned
• Thorough proposals that demonstrated depth and breadth of expertise and excellence of deliverables

How many teammates from ImageX were assigned to this project?

12-15

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

ImageX worked with us to develop an entirely new, current, user-focused and attractive Drupal website for our academic library, replacing our old EOL Drupal site. This encompassed three phases: Strategy, Design, and Development/Implementation.  A core requirement was to conduct user consultations (UX) within the broad audience that we serve, as well as address internal staff needs. We also had a goal of extensive internal engagement with representative library staff that required significant investment of time and education to encourage participation in the new website. Building on the UX, ImageX advised on strategy, information architecture, SEO and web best practices. ImageX designed an attractive, usable site, aligned with the requirements of our university central branding. The development team then implemented the design and multiple integrations with other web apps and systems, and worked with our university IT team to complete the implementation on our local IT-supported Drupal platform (WebPublish Advanced). The new website launched on August 13, 2024 and we have continued with some necessary adjustments, and have moved into an ongoing service agreement.

RESULTS & FEEDBACK

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

Website has been public since August 13/24

We can see high volume of use, and users do not need much assistance which indicates usability.

We have heard favourable comments from library users.

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

We had a dedicated project manager throughout, and regular meetings to discuss progress. They set up a Basecamp site that was very effective for our project management and communications.

They usually delivered on time, or were clear when more time was needed and why, and so were we. We felt that we had clear and honest communication so that we could adjust expectations when necessary. When we had questions, ImageX was responsive. There were times that we needed to change scope, and ImageX was flexible to apply and adjust resources to help us meet our needs.

Their development team worked hard to integrate development with our local ITS-supported platform requirements and the integrations that we needed. 

What was your primary form of communication with ImageX?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

I found the breadth and depth of expertise and talent to be very impressive, throughout the stages and as the various ImageX staff members stepped in and out depending on the work needed. In addition to their expertise, they were all so personable and a pleasure to work with. We became a team together, and I always enjoyed working with them. They were flexible to adjust to an atypical approach of extensive staff engagement and skills-building as we moved through the project, and were able to make resources available to us that helped us, including through times of significant change. We felt that they cared about our success as team members. They brought us the expertise that we needed to complete what was for us a very complex project.

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

I can't think of anything. When we had a question or a potential problem, we talked to them and they addressed it.

BACKGROUND

Please describe your company and position.

I am the Administrative Officer of Centre for Education in Mathematics and Computing

Describe what your company does in a single sentence.

The Centre for Education in Mathematics and Computing (CEMC) at the University of Waterloo is the largest outreach organization of its kind in Canada and our mission is to increase interest, enjoyment, confidence, and ability in mathematics and computer science among learners and educators in Canada and internationally. We do this through a commitment to our core values: future readiness, access, community and impact. 

OPPORTUNITY / CHALLENGE

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

• Rebuilding CEMC website with a content management system
• Reflect CEMC current branding
• Make the website more accessible and responsive

SOLUTION

How did you find ImageX?

• Online Search
• Referral

Why did you select ImageX over others?

• Great culture fit
• Referred to me

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.

CEMC has selected ImageX to provide resourcing to help:

• To redesign cemc.uwaterloo.ca so it better reflects who CEMC is today and their current brand, and supports the mission of CEMC by acting as a key resource and strategic communication channel.
• To make content management easier by moving to Drupal.
• To create a valuable, usable, and delightful digital experience that engages users.

RESULTS & FEEDBACK

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

• Design and proof of concept
• implementation plan
• testing environment
• live website

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

• Excellent
• organized
• responsive
• proactive: for example, the website go-live date had to change and brought forward for business needs, and they were able to adjust and meet the new deadline

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 project team was impressive. When a team member was away, there was always a backup, so no gaps were felt. Also, the team was located worldwide, but we could always find times to meet during our business hours, and they promptly responded to our needs. 

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

No. ImageX was excellent to work with.

BACKGROUND

Introduce your business and what you do there.

I'm the senior marketing and communications manager at the YMCA of the East Bay, a nonprofit organization based in Berkeley, California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We previously were two different YMCA associations that merged into one. As part of that process, we had to combine both of our websites into a single website and put it on Drupal's Open Y platform. Using Open Y is a nationalized initiative that many YMCA associations are also doing with their websites because it makes them easier to manage since it's an open-source platform.

Moving our joint website to Open Y would be advantageous for us, so we needed to work with a team of developers to do that. That's why we hired ImageX.

SOLUTION

What was the scope of their involvement?

ImageX has been in charge of the whole process of developing a new website in the Open Y platform. We've worked closely with them to design the site, and they've also helped us with its content, analytics, and SEO. Moreover, the team handles our Google Ads.

What is the team composition?

When we first started with the website work, we had 3–4 teammates from ImageX assigned. They came to visit us and do a kick-off meeting. That team included a UX designer, an account manager, and a software developer. Since then, we've only interacted with our account manager.

How did you come to work with ImageX?

ImageX had a lot of good reviews from other YMCAs, as they were very well-informed and part of the Open Y initiative; that was what brought us together.

How much have you invested with them?

We've spent an average of $25,000 per year. However, their rates have changed over the years.

What is the status of this engagement?

We first started working together around March 2018, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to ImageX, we have a new website and still have an online presence, which is great. Our Google Ads are also good, and our SEO rankings have improved. Moreover, our overall UX has improved quite a bit, which has been very positive.

How did ImageX perform from a project management standpoint?

ImageX's project management is very strong. We have standing weekly meetings, and we're also in touch via email. We use Basecamp for project management and Google Meet for our meetings.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Initially, we had a very good relationship with Travis (Portfolio Director, Commercial) — he was excellent. We currently work with Olha (Service Account Manager), who is fantastic. We previously had another account manager who was fantastic as well, but I believe he no longer works for ImageX.

What did you find most impressive about them?

ImageX's responsiveness and high level of service are impressive. Anytime we've had an urgent situation with our website, we've been able to get in touch with them, and they've responded almost immediately. Their team has even helped us out at odd hours and weekends, so it feels like they're incredibly responsive and reliable.

Are there any areas they could improve?

I can't think of anything ImageX could improve on. In web development projects, it's common that some things take a little longer than expected, and updating one thing might cause bugs in other areas. There's always something happening, but that's part of this industry. Still, ImageX is doing as good of a job as they can.

Do you have any advice for future clients of theirs?

I can only encourage you to work with them. They've been an excellent partner for us.