ImageX

BACKGROUND

Introduce your business and what you do there.

I’m the VP of marketing and communications at the YMCA of Southwestern Ontario. We provide a number of different services to a number of different communities across southwestern Ontario.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We needed a partner to design and develop a brand new website.

SOLUTION

What was the scope of their involvement?

ImageX essentially helped us design as well as develop the backend integration of the website with our CRM database. They managed the frontend design and provided some content support. 

What is the team composition?

I worked with around 10 people, including Brant () Kylie (), and Gordon (). There were a couple of other individuals who helped us with the design as well. 

How did you come to work with ImageX?

We put the project out to tender to a number of different web developers and designers across Canada. We had an RFP process, and ImageX was the one that we unanimously decided upon. 

How much have you invested with them?

We totaled around $170,000 CAD (approximately $130,000 USD) for the website, and our ongoing monthly service agreement in the neighborhood of about $10,000 CAD (approximately $7,600 USD).

What is the status of this engagement?

We’ve been working together since August 2019. The website is complete and working well, and we now have an ongoing service agreement with them.

RESULTS & FEEDBACK

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

We’re really happy with the level of service ImageX provides.

How did ImageX perform from a project management standpoint?

We communicate digitally through Basecamp and Slack, and we also stay in touch with video calls and email. We’ve never seen any major delays, and we’re very happy with the project management aspect.

What did you find most impressive about them?

They’re just very personable. ImageX really understood and embraced our culture, and they delivered exactly what they promised. They continue to provide us with exceptional customer service. 

Are there any areas they could improve?

There’s nothing that comes to mind.

Do you have any advice for potential customers?

I would recommend working with ImageX. They’re a good partner.

BACKGROUND

Please describe your company and your position there.

Argon designs and manufactures rugged computers, displays, and peripherals using COTS items. I am a project manager for Argon as well a inside sales support.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

Argon hired ImageX for a website overhaul. Our website was outdated and needed a total refresh.

What were your goals for this project?

The goal was to have a new website that would allow our customers to interact with us on a basic level (submitting inquires and RFQ's via the website) as well as find all basic info needed about our products, previous programs, and company history.

SOLUTION

How did you select ImageX?

One of my colleagues found ImageX (I believe) online while researching for companies that could perform a website overhaul.

Describe the project in detail.

The project was an entire redesign of the Argon Website.

What was the team composition?

We first worked with a sales person who then passed us off to a Project Manager that stayed with us for the entire development/deployment phase. Once the website was deployed, we where passed off to an after sales/customer service support.

Our experience with the ImageX team given to us was seamless and very enjoyable.

RESULTS & FEEDBACK

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

Our experience with ImageX was very good. The team was very responsive, everyone was very kind and knowledgable in there area, and the overall energy of the Argon team and ImageX team working together was very good and pleasant.

I would recommend ImageX for web development service to anyone.

How effective was the workflow between your team and theirs?

the work flow was very good. Both teams worked very well together.

What did you find most impressive about this company?

The level of knowledge about web development was very impressive. It seemed like every request we had was met in a timely manner and with high quality.

Are there any areas for improvement?

Honestly, I do not feel there is need for improvement. I think for the level of project that Argon contracted ImageX for, they performed exactly as expected, if not better.

BACKGROUND

Please describe your company and your position there.

The Akron Area YMCA is 150 year old non-profit organization serving a 3-county area with programs for youth development, healthy living and social responsibility. I am the Director of Marketing and Communication and the LEAD for the Open Y project with ImageX.

OPPORTUNITY / CHALLENGE

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

Our website, built by a priority developer using their own structure, was sorely out of date and out of sync with the demands of our organization. We were intrigued with OpenY and sought to find a way to fit it into our budget to meet our needs and exceed the user experience. We sent RFPs to three recommended vendors and evaluated each over several phone calls and emails.

All vendors were outside of Ohio; two being out of the country -- our country. We were looking for people who not only were experts with Drupal and OpenY but who could also hold our hands, answer our questions and deal with our anxiety over jumping into a large project with little or no previous experience in web development and design.

SOLUTION

How did you select ImageX and what were the deciding factors?

I met Brent at the CMO Conference in Minneapolis after a few phone calls with him prior. He was honest, approachable, and willing to make adjustments to the budgeting needs set forth by my CFO.

I read the reviews of ImageX and checked with a few trusted counterparts who had used them in their Associations for the OpenY project. At first, I was a little skeptical of the raving fans -- until I became one myself.

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

The project began with an agreement in December 2019. From that point, we developed a project team at the Akron Area YMCA. A key-person representing top functions (Membership, Childcare, Camp, and IT) was chosen to be on the team, along with myself as the marketing creative.

We had weekly ZOOM calls at first, which were later moved to twice a month. Much of our development time happened during shutdowns of both our businesses during COVID-19. However, we never skipped a beat with the connections to the Vancouver team and our working from homes in Summit County, Ohio.

BaseCamp was immediately deployed to keep us on target. We also used Google Docs. We followed all the steps set forth by Travis, our knight in shining armor, who kept us on our toes. We completed the project on time and within the budget set forth in our agreement. Our beautiful OpenY site, with the Carnation theme, was seamlessly launched on August 5, 2020.

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

• A Sales Connection - Brent
• Project Manager - Travis
• Lead Developer - Trainer Mark
• Lead Developer - Aaron
• Maintenance Lisasion - Richard

RESULTS & FEEDBACK

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

We've only had the site for less than a month, but the feedback from our internal and external users has been terrific. Due to COVID-19, we, unfortunately, lost many members but are eager to welcome them back with new programs, easy registration, and a jam-packed array of contents that's meaningful and fun.

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

ImageX wrote the book on project management. Everyone on the team was extremely effective and efficient. They used all the tools (Basecamp, ZOOM, Google Docs) to keep us always focused. Their response time was lightning fast -- sometimes responding, it seems, before I even hit SEND on my end. I was beyond impressed and grateful.

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

I liked them. The prices that we gained from other vendors who responded to our RFP were in the same ballpark. But, I had an instant connection with ImageX. Not only were they personable, but they were also professional.

They were intuitive to our needs and understood our quirky behavior and adapted immediately. Because they are the experts in OpenY and Drupal, they can definitely do the job. But because they are truly nice, caring, and PATIENT -- we saw them as friends who we really looked forward to seeing. In fact, (some of us) got a little misty when it was time for the official hand-off.

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

If I had to do it all over again, I would have budgeted for some face time instead of all ZOOM calls. In the beginning, although we were comfortable with the team, I do think that we could have benefited from our Discovery phase being an actual sit-down. This was no reflection on ImageX -- just a nudge to someone who may be considering their use for a project.

BACKGROUND

Introduce your business and what you do there.

I’m a senior product manager at a full-stack payments company. We provide clients with payment gateway solutions. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX ?

We hired them to complete a new developer portal, where developers working on behalf of our merchants could learn how to integrate their technology with our solutions.

SOLUTION

What was the scope of their involvement?

The project was entirely Drupal web development. They helped us with the technical design and architecture of how the site was going to work.

What is the team composition?

We worked with eight people from their team.

How did you come to work with ImageX?

We found them through Google searches. ImageX is a Drupal expert, which is why we chose to work with them, since that’s the tech stack our site is built on. They also had worked with large, enterprise clients like ourselves.

What is the status of this engagement?

We started working together in October 2019, and our work is ongoing.

RESULTS & FEEDBACK

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

We’ve been very happy with ImageX right from the start. They immediately understood what we wanted to achieve. They treated us like any client and they’ve been really good from a technical design aspect to implementation. Something that was key was security, since that’s how we operate as a gateway. They understood that, and were able to deliver. We’ve had a great experience from start to finish.

How did ImageX perform from a project management standpoint?

They’re very good. They’re very transparent and shared everything with us. It made it easy to make changes to our plan. We had weekly status calls to keep track of everything. They really kept us in line with deliverables. We also had a Slack Channel where we could communicate easily with them.

What did you find most impressive about them?

Every sprint demo we had with them, they achieved more than I was expecting within reason. They always did well above what was expected. I was continually impressed with their delivery.

Are there any areas they could improve?

Around the end, there was a bit of confusion about what was in the scope about bug fixes and additional features. It would have been better if they’d made that a bit clearer at the beginning of the process.

Do you have any advice for potential customers?

It safe to put a lot of trust in them, so they can really own the product.

BACKGROUND

Introduce your business and what you do there.

We’re a business advisory firm that provides personalized financial solutions for the accounting departments of small to medium size businesses. I’m the marketing manager for the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

Since it had been over two decades since we updated our brand identity, we decided to undergo a rebrand. The timing felt right because we had just moved into a new office space and had experienced extensive growth in the last 3­–5 years.

We started that process in early 2019, where we had a new logo developed by a graphic artist in New York. We’d already put in a lot of thought into our brand positioning and wanted to align our digital experience with that new identity.

SOLUTION

What was the scope of their involvement?

They redesigned our 7-year-old website, which had become quite dated. Image X was tasked with creating a clean but bold and unique platform that could stand up to competitors. They utilized InVision to create mockups of every page. After confirming each design and layout with us, the team developed the actual site on Drupal 8.

What is the team composition?

We initially interfaced with a project manager, Sam (Project Manager, ImageX). We also had a dedicated SEO expert, Richard (Senior Digital Strategist, ImageX) and Matt (Director of Design, ImageX) was the creative director. In addition, there was a main designer and a business analyst from their team that worked with us.

How did you come to work with ImageX?

We interviewed a few digital agencies that had a Drupal-specific background. We went with Image X after numerous rounds of interviews, because we were impressed by their methodology, organization, and approach to projects.

How much have you invested with them?

We’ve spent over $75,000 with them.

What is the status of this engagement?

The project was kicked off in early August of 2019, and we have an ongoing relationship. The site launched in January 2020 but we have a maintenance agreement with them.

RESULTS & FEEDBACK

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

While it’s a little too early to provide quantitative results, we received an overwhelming amount of positive feedback, both internally and externally. The end product really blew us away; it’s much better than our competitors’ in terms of design and UX.

It’s modern, which is what we were going for. We were thrilled that they managed to capture all of the designated values that represent our business.

How did ImageX perform from a project management standpoint?

I wish all agencies operated the way that these guys do. They’re extremely organized, and their methodology and approach are simply phenomenal. Everything was done remotely, but they flawlessly leveraged project management tools like Basecamp. They maintained constant communication, which was essential to manage the hard deadline.

What did you find most impressive about them?

I would highlight their dedication and organization. They stuck to the game plan and delivered beyond our expectations. On top of that, we got the cream of the crop in terms of their design and development expertise.

Are there any areas they could improve?

They were very close to perfect. I don’t have anything negative to say about their entire process, because they know what they’re doing.

BACKGROUND

Please describe your company and your position there.

The Downtown Eastside Women's Centre (DEWC) is a nonprofit based in Vancouver's Downtown Eastside, operating a low-barrier drop-in centre and emergency shelter for vulnerable women. More than 600 women access our services daily, which include basic needs such as hot meals, clothing and toiletries, as well as support services like advocacy, housing outreach, and skills development. I am the Culture & Program Coordinator at DEWC, formerly the Fundraising & Communications Coordinator who oversaw donor engagement, marketing and communications.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

ImageX approached us offering specific pro bono services as a way to contribute to our work in the community. We have since worked with them on improving our website, including improving communication design, SEO and searchability, visual design, and resolving many technical issues that hampered user experience.

What were your goals for this project?

Goals for the project have varied according to our priorities, and included technical fixes (ex. making a donation page mobile friendly, or updating redirects), improving user experience (ex. ensuring information and content are organized effectively and easy to access), as well as educating and equipping us to improve our online presence as a whole.

SOLUTION

How did you select this vendor?

ImageX approached us about working together and continues to donate a portion of hours to this ongoing project.

Describe the project and the services they provided in detail.

The project started with a conversation to connect with ImageX and explain our needs as an organization, especially limitations in addressing technical issues (whether it be funding, capacity, or otherwise), and goals or a "wishlist" we would like to see achieved. Since then, some of the objectives completed have included making our donation page mobile-friendly, reviewing and cleaning up plugins, fixing website redirects, and training on Google Analytics.

Objectives currently in progress include reviewing and later troubleshooting user journeys for:

1. contacting the appropriate people at the organization, thus minimizing irrelevant and duplicate communication
2. easily accessing information on making financial donations as well as in-kind donations, again streamlining communication to a more manageable level.

What was the team composition?

On our end, I was the main contact at the organization, communicating largely with 2-3 ImageX staff who would disseminate tasks to more specific team members. Now I have a secondary role in the project as I am no longer in the Fundraising & Communications position, supporting the new hire.

RESULTS & FEEDBACK

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

Although we don’t yet have metrics to comparatively analyze the user experience of our website, tangible improvements have made it more fluid, accessible, and functional.

How was project management arranged and how effective was it?

Project management was conducted through Basecamp, with occasional Zoom calls or in-person visits. We find the project management piece extremely efficient as well as convenient, owing to Basecamp’s intuitive interface and its compatibility with Outlook, and ImageX being organized and attentive.

What did you find most impressive about this company?

We particularly appreciated the ease and accessibility with which ImageX conducted education and/or training, with project leads distilling and explaining technical language and concepts to a level we could understand. We appreciated the flexibility and adaptability demonstrated while working through various project objectives. This suited the hectic and fast-changing atmosphere and priorities of our organization.

Are there any areas for improvement?

None come to mind!

BACKGROUND

Introduce your business and what you do there.

I'm the digital marketing manager at YMCA Greater Houston, a branch of the worldwide youth development organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

Our website was outdated and had inconvenient functionality, especially for searching programs. We brought in ImageX to modernize the platform.

SOLUTION

What was the scope of their involvement?

ImageX redesigned and -built our website from the ground up. They hand-coded the CSS and worked with us to develop the theme. They also made the site much more mobile-friendly—an essential feature given that 60%–65% of our users visit our site through a mobile platform. The updated navigation makes the site simpler to use—people can become members through phones now, which they couldn’t easily do before.

Our previous program search tool required users to open a separate website and access a famously troublesome search interface. ImageX integrated our program search into our primary website through a custom interface. Other YMCAs now have access to use this new search functionality and customize it as needed.

What is the team composition?

We worked with about 10 people, including a project manager and lead designer.

How did you come to work with ImageX?

We were coming out of a previous relationship with a developer that we were not happy with. We heard a lot of good things about ImageX from other YMCA branches. After checking out their website and talking with their team, we were sure ImageX was our top choice. We still sent out RFP to three other firms, but ImageX again blew us away with their response. We ended up going with them for this project.

How much have you invested with them?

We spent between $60,000–$65,000.

What is the status of this engagement?

We started working together in August 2018, and the new site launched in April 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?
The website has launched and received tons of compliments from members, colleagues, and even the CEO. Since April, we’ve seen our traffic grow by 5% while page views have decreased by 12%–15%. This is because we’ve reduced the number of clicks a user needs to take in order to get where they want to go. Our program sales have also increased by as much as 8% in some verticals. All around, the buyer’s journey has improved.

How did ImageX perform from a project management standpoint?

Samantha (Technical Project Manager, ImageX) was on top of everything. She had a very acute attention to detail. If we ever needed her, she would always pick up the phone. If we had an urgent matter, she would always get back to us quickly. She explained what we needed to the developers in terms that they best understood. As a result, we ran into very few issues throughout the project. Everything went seamlessly. 

What did you find most impressive about them?

Their integrity stands out to me the most. ImageX is very transparent. Compared to our previous vendor, it’s like night and day. 

Are there any areas they could improve?

I have no complaints about anyone that we worked with, to be honest. If there was anything, I really can’t think of it right now.

Any advice for potential customers?

When you work with any partner on a web project, you need to communicate what you want from the beginning. Be clear on what it is you want to accomplish with your Web site. However, you don’t have to be super specific with ImageX and worry they’ll miss the details. They can fill in the blanks and ask questions if they have any confusion.

BACKGROUND

Introduce your business and what you do there.

I’m a database manager at AFPM. We represent fuel and petrochemical manufacturers in the United States, communicating the benefits those industries provide to Americans.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We had multiple microsites that we wanted to consolidate into a single site. It was important for the new site to be fresh with relevant content and be able to deliver personalized information for our users. We wanted a UX partner to help us achieve that.

SOLUTION

What was the scope of their involvement?

After several iterations and design reviews twice per week, ImageX was able to consolidate our web presence into one site. Within the site, they improved the UI/UX. At this point, we are in phase two of the project, incorporating some changes that weren’t in our budget in the first phase.

What is the team composition?

I worked with Brent (Executive VP, ImageX), Farhad (Project Manager & Business Analyst, ImageX), two additional professionals, and a lead designer who led the development team.

How did you come to work with ImageX?

They were referred to us while we were looking for a partner. We had about 12 candidates but ended up with them based on their convincing proposal and our meeting with them in person. I was impressed that they would come from Canada to meet with us at that stage in the project, so that definitely played a role in our decision to hire them. They also seemed like they took a collaborative approach and were open to ideas.

What is the status of this engagement?

We started the project in May 2018, and the work is ongoing.

RESULTS & FEEDBACK

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

We’re very happy with the site at this point. So far, traffic is increasing at 20% and new users at 25%. We have a 3% increase in engagement and a 4% increase in page views.

How did ImageX perform from a project management standpoint?

Communication has been great. We typically use email and Basecamp. They get back to us about problems and changes within a few hours, and the project had a quick turnaround time as a whole. We never missed a deadline. When we had to push things back on our end, they went out of their way to accommodate by doing twice-weekly design reviews instead of the one per week we originally planned.

What did you find most impressive about them?

Their technical capabilities and familiarity with the platform really impressed us. They were able to bring thought-provoking ideas to the table that helped us guide decision making.

Are there any areas they could improve?

I can’t think of anything offhand.

Do you have any advice for potential customers?

If you ever have a question for them, just ask.

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.