Koru UX Design

BACKGROUND

Please describe your company and your position there.

I am the VP of Specialist IT Projects at a financial services organization.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design?

Our client base is spread wide – from companies, financial institutions, to high net worth individuals. While dealing with newer clients, our service agents have to access multiple applications, databases, and spreadsheets, to make basic recommendations. We were looking to consolidate the entire operations and come up with a solution to avoid queries from moving offline.

What were your goals for this project?

We were looking for some advice or a direction to lead this process of consolidation.

SOLUTION

How did you select this vendor?

Koru UX was recommended through a vendor of ours who had worked with them previously. before finalizing Koru. They were able to convince us of their capability through the PoC.

Describe the project in detail.

Our aim was to help our service agents reduce the time taken to come up with accurate responses to customer queries over a phone call or a chat. Since the information they need to do this is spread over several apps, we had to find a comprehensive solution to speed up the query resolution process. What we needed from Koru was an audit of our current process and suggestions for appropriate improvements.

What was the team composition?

We mostly engaged with a Project Manager and Senior UX Strategist directly on review and check-in calls. We were also connected with the designers and engineers via Jira and Basecamp for design reviews.

RESULTS & FEEDBACK

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

We do have a small in-house team of designers and developers, but a project of this breadth and scale required more able hands. The team at Koru was cooperative and prompt in their responses, which made for smooth communication. Their comprehensive user interviews helped compile data on which they mapped the user journeys. Based on these, their team was able to draw a detailed set of recommendations for us.

How effective was the workflow between your team and theirs?

We monitored the whole project on Jira where the status of each activity was thoroughly maintained by the Project Manager. The team was highly responsive and took our feedback well.

What did you find most impressive about this company?

What worked for Koru to get on board with our project was their prior experience in working with finance companies on B2B applications. This made for easier conversations and a nuanced understanding of our needs. This helped both the teams quickly get in sync.

Are there any areas for improvement?

There are no areas for improvement as such. It worked perfectly for us to have access to an external domain expert who had a look at our challenges with fresh eyes and came up with fantastic recommendations.

BACKGROUND

Please describe your company and your position there.

Touchpoint Medical is a global manufacturer of secure storage, dispensing and mobile solutions for the healthcare medication management sector. In my role as Director of Software Engineering & IT, I'm responsible for both product-related as well as internal and marketing-related technology projects.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design ?

Koru previously improved the UX for an important service tool used by our field technicians to repair 'smart' medication storage compartments, so when we decided to move a user-notification product to a mobile application we chose them to design the UX/UI as well as help add value to the utility with branding and other customer-friendly features.

What were your goals for this project?

The mobile app notifies users of our mobile computing carts when their patients come into and leave the hospital, and also as patients move from one department to another. We wanted to add other features that would encourage customers to download and use the app even if they were not specifically users of the mobile computing carts.

SOLUTION

How did you select this vendor?

We've used Koru before and were happy with the results, so the decision to involve them in this project was an easy one. They are familiar with our products and the problem space we operate in which made the requirements discussions quite easy and efficient, and their analysts and designers were able to offer insightful suggestions on the best approach for laying out the UI and on how some of the extra features should work.

Describe the project in detail.

The basic notification features were already implemented for both iOS and Android, but the UI/UX was very rudimentary and there was very little value to the customer beyond the simple notifications. Koru worked with our marketing team, software architect, and one of our analysts to identify other value-added features such as the ability to submit a service ticket directly from the mobile app, and ability to customer support via the app. They also greatly streamlined the notification workflow and created a simple and consistent UX for navigating through and managing notifications.

What was the team composition?

Koru had a project lead, an analyst and a designer who interacted directly with us, as well as some back-room support. The main people involved on the Touchpoint side were an architect, analyst and a marketing manager.

RESULTS & FEEDBACK

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

We're still working on implementing some of the back-end functionality but everyone on the Touchpoint team who has seen the mobile app UX/UI has been impressed, and we're excited to wrap up development and get the app launched.

How effective was the workflow between your team and theirs?

Koru is quite easy to work with. Their online project tracking tool is well-known and simple to use. The team was quite flexible in accommodating our schedules which is especially noteworthy considering we had participants from all three poles (Americas, Asia, Europe).

What did you find most impressive about this company?

They are easy to work with, efficient and quite pragmatic. They're reliable and predictable in a business where that can be quite challenging.

Are there any areas for improvement?

We've done two projects with Koru and will do more in the future, we haven't seen any areas of concern.

BACKGROUND

Please describe your company and your position there.

Allen Technologies is a leader in Patient Engagement systems that provide education, medical information, entertainment and communication mechanism to in-hospital patients and mobile users.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design ?

After much research and analysis I hired Koru because they had a solid track record and strong case studies showing success. Early conversations showed their ability to manage projects on time and within budget. Their team was also responsive and communicated well, which is often a challenge with off-shore development companies.

What were your goals for this project?

Deliver a user experience that made a sub-component of our system very easy to use, while also being modern and giving the user a pleasant and valuable experience.

SOLUTION

How did you select this vendor?

Had multiple conversations and research with similar firms. Pruned down the list. Ultimately ran a proof of concept project with Koru. Liked the results. Went into a bigger project. Plan on doing more with them.

Describe the project in detail.

The basic scope of this project was to take an already existing (and somewhat dated) component of an Allen solution and bring it up to date and make it easier to use. The requirement was to deliver a usable html framework (referencing local json data) that our US team could then integrate to make api calls Allen's back-end systems. There was also a requirement to make the framework support a responsive browser experience.

What was the team composition?

On Allen's side there was a development manager, front-end developer and a product manager. On Koru's side there was an account manager, lead designer, html developers, product manager and a number of other personnel for certain items that came up along the way.

RESULTS & FEEDBACK

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

The outcome was very positive for a first-round project of this size. There are nuances of our environments that are different because our products run on some non-standard devices such as TV's, etc. However, those were to be expected up front.

How effective was the workflow between your team and theirs?

The workflows were solid. We communicated by regular meetings using web meeting tools and the team utilized web-based collaboration tools that allowed us to communicate 24x7.

What did you find most impressive about this company?

Koru is attentive and communicates well. Their design team is solid, and their people are courteous and friendly. Their pricing is competitive. Delivery was on time. I enjoy working with them.

Are there any areas for improvement?

Due to the non-standard browsers and use cases (viewing TV content from 15 feet away), it took a few rounds to get things sized correctly. We are still improving that piece. It's a challenge for a number of reasons and I feel like Koru understands this well at this point.

Some of the html framework delivered needs to get cleaned up so that CSS styling, etc. are easy to integrate within Allen's master schema. This is something that will just take definition on the Allen side and then work with Koru to implement.

In future projects we will also get them directly integrated into our development processes with more clearly defined inputs/outputs. This project was run a bit outside of Allen's standard process. That is not Koru's fault. It was just how we had to run this one to move quickly.

BACKGROUND

Please describe your company and your position there.

I am a Project Management Head at a healthcare practice management solutions company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design ?

We were looking to upgrade our existing EHR system to a cloud platform.

What were your goals for this project?

We were looking to combine public health and patient engagement into a unified user experience which would function across devices and platforms.

SOLUTION

How did you select this vendor?

We've had a long-term collaboration with Koru UX Design which has always generated exemplary results for us. It was therefore a natural association for this project as well.

Describe the project in detail.

We were looking to expand the reach and accessibility of our system to allow physicians, staff, and patients to collaborate more effectively and to achieve better care coordination. The system had to be HIPAA-compliant and feature a high-level encryption system to safeguard the sensitive data. We also had to reduce the constant need for manual updates and save operational costs.

What was the team composition?

I appreciate their system of assigning a project POC. This ensured that the communication was thorough both ways and ensured hassle-free communication. I am not sure about the team structure from their side.

RESULTS & FEEDBACK

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

We had a trial run of the new web-based system and were satisfied with the outcome. With the increased accessibility, doctors and their patients found it easier to connect. Doctors and nurses were able to make better use of their available time as the web application was available across devices, 24/7. Data security was enhanced, which was a top priority as per the law.

How effective was the workflow between your team and theirs?

Quite like our previous encounters, this project was also considerably free-flowing. They have managed to establish a sorted system of communication by using the best project management tools. What also helped that we'd worked with them before, our teams were well in sync with each other's style of functioning.

What did you find most impressive about this company?

Their level of commitment is commendable. I admit, there were a lot of bumps and disagreements along the way, which is to be expected during design and development projects, but these were handled very well all throughout.

Are there any areas for improvement?

It was great to collaborate with Koru UX Design. They're a team of energetic professionals, would like to see them continue the good work.

BACKGROUND

Please describe your company and your position there.

I'm the director of product management at a company that provides a patient engagement solution. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design?

As our product evolved, we added more functions and features. Scaling was a challenge, and the interface was overwhelming. We needed help to standardize the product experience and make it naturally intuitive. 

What were your goals for this project?

Our primary goal was to improve the usability of the application and make it easy for users to access relevant data. We needed a partner who could audit our current UX and suggest improvements.

SOLUTION

How did you select this vendor?

We found Koru UX Design online, but initiated a conversation with two other vendors before choosing them. They convinced us of their capabilities through their proof of concept.

Describe the project in detail.

They initially tracked statistics while conducting user interviews, which became a good point of comparison for later ideas. They improved the overall UX and designed better layouts for our most used features. 

They designed critical elements that helped our existing users migrate comfortably and enabled internal teams to collaborate efficiently. They also revamped the information architecture to align with the terminology of our users.

What was the team composition?

We mostly worked with a project manager and a senior UX strategist. We also connected with designers and engineers. 

RESULTS & FEEDBACK

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

Their strategy majorly contributed to the success of this project. The product is easier for our users to learn and navigate, and we see contextual data based on their position on the journey. In addition, their practice of reusing components also made everything easier for our team.

Their design-focused approach was new to us, so we had several debates along the way. However, all their designs were backed by a common vision. As a product manager, that was the most beautiful thing for me to experience. 

How effective was the workflow between your team and theirs?

We monitored the project on Jira, where our project manager thoroughly maintained the status of each activity. Their highly responsive team took our feedback well.

What did you find most impressive about this company?

Their expertise in B2B and healthcare was greatly helpful. We spoke the same language, and they had experience working with complex, critical workflows. Our teams synchronized quickly. During the ideation phase, they didn’t shy away from building more options. They literally manufactured ideas.

Are there any areas for improvement?

There are no areas for improvement. It was great to have access to external domain experts who could examine our challenges with fresh eyes.

BACKGROUND

Please describe your company and your position there.

I am a Product Manager with healthcare based SaaS company that allows doctors to connect with peers. It is a platform for knowledge sharing for better clinical decisions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design ?

We were looking for a vendor that could help us transition from our legacy systems that lived on different technologies onto a cloud-based solution.

What were your goals for this project?

We wanted to consolidate the functions of our systems onto a cloud-based solution with some feature enhancements.

SOLUTION

How did you select this vendor?

We researched the best UX design agencies in India and came across Koru’s profile among five other vendors we had shortlisted. We were looking for a company with prior experience in migration and healthcare. Koru had both and were very professional in their approach when we connected with them.

Describe the project in detail.

Our suite of solutions had been in the market for a while and showed good promise. However, we were hearing back from our users and realized that it was not easy for them to learn by themselves. Some processes would require users to use our product in combination, and any kind of lag in sync would confuse them. This a technical challenge that we just couldn’t overcome. User’s feedback on our feedback portal indicated that users were not able to clearly understand what the product was intended to do and be used for. It was not very easy for them to pick up and use. Koru team helped us through the entire process by auditing our current interface, zeroing in on primary and suggested requirements, and providing an extensive plan to migrate to a new cloud host.

What was the team composition?

We had a dedicated Project Manager who kept us updated about the progress. The PM had a team of five members assigned for this project.

RESULTS & FEEDBACK

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

We had to face zero downtime during the migration. We really appreciate that because it was one of our primary goals to be able to complete the migration without having any work disrupted.

How effective was the workflow between your team and theirs?

We had regular calls planned and scheduled to discuss the roadmap for migration. The team used JIRA to keep a track of upcoming sprints and the time required to complete the task.

What did you find most impressive about this company?

The team had amazing accountability and always delivered what was promised on time. Additionally, the inputs provided to us during the UX audit process were really valuable. 

Are there any areas for improvement?

The team is technically extremely sound and has an in-depth knowledge of enterprise UX. They should keep up the good job.

BACKGROUND

Please describe your company and position.

I am the CEO of PharmacyFocus

Describe what your company does in a single sentence.

PharmacyFocus provide technology and data/analytics solutions to the US pharmacy industry.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Koru UX Design to accomplish?

• Update the look of our client facing pricing analytics portal
• Improve the usability of applications within our client facing pricing analytics portal

SOLUTION

How did you find Koru UX Design?

• Online Search
• Outreach from Koru

Why did you select Koru UX Design over others?

• High ratings
• Good value for cost
• Company values aligned
• High quality work

How many teammates from Koru UX Design were assigned to this project?

2-5 Employees

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

UX and UI Design

• Concept directions for comparison and review
• Mid-fidelity digital prototypes
• UI mockups, compliant with agreed-upon standards, covering key screensand interactions
• Completed design deliverables for front end development

Front End Development

• Image/Icon library
• JavaScript for position, styling
• HTML/Stylesheet creation and integration
• Unit testing, QA

RESULTS & FEEDBACK

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

Deliverables look great, in the process of implementing

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

The project management was excellent; everything delivered on time

What was your primary form of communication with Koru UX Design?

• Virtual Meeting
• Email or Messaging App

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

Their work quality was excellent, and the team was responsive.

Are there any areas for improvement or something Koru UX Design could have done differently?

None.

BACKGROUND

Please describe your company and position.

I am the Product Manager of a Software Dev Company

Describe what your company does in a single sentence.

Builds software to automate any process, anywhere.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Koru UX Design to accomplish?

• Support the redesign of User Interface
• Support the enhancement of UX

SOLUTION

How did you find Koru UX Design?

Referral

Why did you select Koru UX Design over others?

• High ratings
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Koru UX Design were assigned to this project?

2-5 Employees

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

Redesign of the product interface based on the user and market research.

RESULTS & FEEDBACK

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

The project is still in progress, but we already see higher scores regarding the usability and aesthetics of the new user interface (in the user feedback surveys).

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

Items are delivered always on time, even with ad-hock requests. Responsive to any requests, and proactive communication.

What was your primary form of communication with Koru UX Design?

• Virtual Meeting
• Email or Messaging App

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

Their quality of proposed designs and innovative thinking are impressive.

Are there any areas for improvement or something Koru UX Design could have done differently?

I wasn't able to locate a particular problem

BACKGROUND

Please describe your company and position.

I am the Sr. VP Product Management of a healthcare company

Describe what your company does in a single sentence.

Provide software for health care industry

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Koru UX Design to accomplish?

• Redesign UX for Claims

SOLUTION

How did you find Koru UX Design?

Online Search

Why did you select Koru UX Design over others?

• High ratings
• Company values aligned

How many teammates from Koru UX Design were assigned to this project?

2-5 Employees

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

Provide design thinking process guidance and new claims user experience prototypes

RESULTS & FEEDBACK

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

figma prototypes

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

delivered on time

What was your primary form of communication with Koru UX Design?

In-Person Meeting

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

Their design thinking process and fast iteration were impressive

Are there any areas for improvement or something Koru UX Design could have done differently?

none

BACKGROUND

Please describe your company and your position there.

I worked in the company as an executive. I built a product around enterprise data monitoring and evaluation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Koru UX Design?

We had taken a very strategic initiative to revamp the product to meet the evolving needs of our marquee customers and yet wanted to ensure that there is ease of adoption for the new customers. Since it was an enterprise product with fairly large user base, we had to modify it in sprints.

SOLUTION

How did you select this vendor?

We created an RFP and floated it in various business networks. We wanted an India based company to work with. We got 32 responses and after atleast three rounds of discussions with 12 shortlisted companies, over a period of 30 days, we shortlisted Koru.

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

The entire project duration was 9 months split into 4 stages. We deployed agile project management technique to complete this project.

• Stage #1 - the Koru Team brainstormed with executive leadership and at the same time conducted UX audit of the application.
• Stage#2 - the team invested in understanding the business goals and end state. They also mocked up a few screens to bring everyone to a common understanding of the entire scope of the project.
• Stage#3 - Involved using best project management practices and the team at Koru was professional enough to invest in proper technology for monitoring the project and maintained professional standards of client communication.
• Stage #4 - Involved delivery focus, client expectation management, iterations to ensure they delivered beyond expectations in a timely manner and this was followed up by design thinking and lesson learnt workshops.

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

Koru UX team consisted of - 3 designer, 1 senior designer, 1 project manager, 1 account manager

RESULTS & FEEDBACK

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

Progress and Success Metrics: 1. Working with Team Koru helped the internal team understands the nuances of UX 2. Project was delivered in time and as per the promised quality 3. Improved product adoption by 18% 4. Improved NPS by 4 points in 6 months.

How effective was the workflow between your team and theirs?

1. The workflow was well planned
2. Tech-enabled
3. Focus on communication and transparency of work

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

USP:

1. Empathy towards their customers
2. Investment of time into understanding client's vision
3. They have a  scientific approach to design.

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

1. Improve turn around time on results of UX audit 2. Improve on team agility