Paper Leaf

BACKGROUND

Introduce your business and what you do there.

I’m the Executive Director for Health Technology Assessment international’s (HTAi) core Secretariat team. We’re a not-for-profit academic society that provides a collaboration platform for stakeholders in the pharmaceutical, biotech, academic, and regulatory industries.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Paper Leaf?

Our website needed a refresh because we had struggled to support operations and maintenance with limited funds. After five years without an update, the site became dormant. We were working with a firm in Central Canada, but wanted a local vendor to complete the overhaul. We also wanted Paper Leaf to be a long-term partner and manage the site going forward.

SOLUTION

What was the scope of their involvement?

Paper Leaf built the site’s new base from scratch and migrated content over from the antiquated site. The team created a new design and drove design requirements for our marketing partner’s concurrent rebrand project. The overhaul focused on external-facing public information and an architecture that enables to expand the backend. We requested a log-in feature, but haven’t concentrated on that feature yet.

Currently, Paper Leaf is working with us even though the contract is over because our team couldn’t do all the QA on time. The team is completing last-minute update requests as we wind down the original scope. Recently we signed a long-term service agreement, during which they will finish additional tasks still in their queue.

What is the team composition?

The business development representative was our first main point of contact. He then handed work over to the project manager, who served as our principal contact. The project manager had a development team working behind the scenes.

How did you come to work with Paper Leaf?

We went through a tender process and did backgrounds checks on every organization we considered. Paper Leaf’s initial overhaul work distinguished them.

How much have you invested with them?

We spent $150,000 CAD ($141,100 USD).

What is the status of this engagement?

We started working together in December 2017 and the website went live in May 2018.

RESULTS & FEEDBACK

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

Paper Leaf was on time and within budget. From a design perspective, they did an excellent job taking us by the hand and walking us through the process.

How did Paper Leaf perform from a project management standpoint?

The team accommodated our timeline, which may have been unfairly rushed since we couldn’t get the QA done in time. We did end up requesting more work than I expected from a contract perspective. Even though the team delivered everything on time, we pushed the timeline due to the QA issue and our extra requests. We used Asana for task management, which enabled us to track developers’ progress without necessarily corresponding with the team.

What did you find most impressive about them?

The overhauled site’s design and architecture received stellar feedback from our international stakeholders. Those features made us look good, which reflected well on Paper Leaf. During the project, the team had everything covered, especially when we couldn’t manage QA. We were inundated and Paper Leaf threw us a lifeline.

Are there any areas they could improve?

Asana was a double-edged sword because checking progress was a proactive step. We didn’t get regular status updates. Overall, communication could have been more structured. But again, we were happy to use Asana and it wasn’t a real problem. We wouldn’t be doing additional business with Paper Leaf if we had any major concerns.

Any advice for potential customers?

Coming from an IT background, Asana was a new tool for me that I had to come up to speed on. Paper Leaf should be transparent with clients about using Asana and provided a detailed tutorial on how communication works on the tool.

BACKGROUND

Introduce your business and what you do there.

I’m a marketing consultant at Alberta Sport Connection, a government agency focused on delivery a sports system in Alberta, Canada. My job involves coordinating our communications team and social media, improving and updating the website, and engaging with other media outlets.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Paper Leaf?

We were using four different websites but wanted to combine them into one, larger site, while maintaining government security standards. Our old website used old technology that made it hard to update and required users to search for information between our multiple sites, which made it difficult to find information and to increase traffic. We needed a site that was easier for visitors to use and that allowed our internal team to make small updates when necessary.

SOLUTION

What was the scope of their involvement?

The Paper Leaf team combined our four sites into one, and also created three microsites within our main site. As a government agency, we have to have to follow specific security standards for each microsite, prohibiting users with access to a microsite to access the main site. Paper Leaf team built the security around each of those sites to meet the government requirements.

In addition to the security requirements, we wanted the site to be accessible to our team, allowing us to upload and edit content. Paper Leaf suggested WordPress for our backend because it seemed to allow the easiest access to our microsites.

They also built more functionalities for the new site, which lets us showcase different events or achievements through video or forums, for example. Since the site’s launch, we’ve been working with them to incorporate more features, like e-commerce, while still making improvements.

What is the team composition?

They have two project managers and a team of developers.

How did you come to work with Paper Leaf?

We worked with another company in the area for our previous website, but we knew we'd have to submit an RFP to rebuild since we’re a government agency. Paper Leaf responded to the RFP, along with other companies, and was eventually one of our final two choices. When we held our final interviews, we found they were the right fit for us.

How much have you invested with them?

After we realized we’d need additional security for the microsites, we incorporated the money for that into the contract. Eventually, we’ve invested between $100,000 and $200,000, in addition to our monthly retainer fee.

What is the status of this engagement?

The entire first phase of the project was completed in less than six months and we launched March 2017. We continue to contract with them after the site’s launch and work with them to keep improving and making adjustments as needed.

RESULTS & FEEDBACK

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

We look at our site's functionalities and the pages users visit to measure the site’s success, and both metrics have improved since we launched the new site. That tells me that once people are on our site, they stay longer and are able to find the information they’re seeking. We know people use our new interactive tools, like forums, so we can see that the tracking's working.

They've also been responsive when we've had issues. For example, when we noticed our navigation wasn't working with the new setup, we told them about the problem and they quickly responded with options to build a new navigation system. Since then, our traction numbers are even better.

How did Paper Leaf perform from a project management standpoint?

We’re in regular contact with our two project managers, including weekly updates to discuss site projects and upgrades. We meet in person every six weeks to share updates our tasks and priorities, and how those compare with Paper Leaf's. During those meetings, we also had a financial review so we know where we are with our retainer fees

What did you find most impressive about them?

When I've had concerns, they are accessible and provide solutions immediately. When we approach them with ideas, they always respond constructively by telling us either how they plan to execute a task, or giving us suggestions to do something better. They've also been honest regarding finances and will let us know if our request for work isn't a good use of the retainer fee. In those cases, they present alternatives that they think will be more effective. Overall, I appreciated their responsiveness and honesty.

Are there any areas they could improve?

No. They are the perfect company for us—they’ve helped us move forward and I don't see our relationship changing anytime soon.

Do you have any advice for potential customers?

When you’re discussing your ideas with the Paper Leaf team, listen to their feedback, because they have some great ideas. That being said, they're viewing the site from a backend point of view and you're approaching it from a frontend and user perspective, so you still need to articulate when something is working and when it isn't.

BACKGROUND

Introduce your business and what you do there.

I'm the founder and president of Seven Mechanical Services. We do heating, air conditioning, plumbing, and electrical services for commercial and industrial facilities.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Paper Leaf?

We’re in our fourth year. At the end of year two, my business partner and I wanted to clarify our focus and direction for the company now that we had a solid client base. We wanted to use technology to our advantage.

Our vision was to create an app. We knew that’s the direction most companies are going but nobody in the mechanical services space has an app. Everyone else uses paper and pens while our guys have iPhones and iPads. We needed someone to guide us and help us create that vision.

SOLUTION

What was the scope of their involvement?

Paper Leaf developed an iOS mobile app for us. We collaborated on the design. We met weekly and gave them a lot of feedback.

The first phase of the app is for our clients. It gives them access to their buildings with equipment lists and roof maps so they can see all of the equipment on their roof. It speeds up the process to create a service call by allowing the client to open a call in the app which goes straight into our system, prompting us. They can also access ongoing jobs and previous work for a specific building.

We just launched so right now we're in the test period. The second phase that we’ll start soon will be for our technicians. They’ll be able to access the app while on the road, enter their time, etc.

What is the team composition?

Multiple staff members were assigned to us including a project manager, a coordinator, and a developer. Some of them changed over the course of the process.

How did you come to work with Paper Leaf?

My business partner and I had the idea but we’re not developers, so we wanted to run the idea by someone. I mentioned that we could speak to the owner of Paper Leaf who I’d known for 20 years. We brainstormed with him before we got our teams together.

I’d seen some of their work and knew some of the clients they’d worked with. Those clients had nothing but good things to say so I trusted that Paper Leaf could do good work. I still put it to tender. We received bids from them and other companies as part of our due diligence.

How much have you invested with them?

I prefer to keep this confidential.

What is the status of this engagement?

We started working together in July 2017 and its ongoing.

RESULTS & FEEDBACK

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

The feedback has been absolutely positive. Customers love the idea of it. Right now, we’re in testing. The success will be when it’s in the market and customers are using it.

I’ve been in this industry for 14–15 years. Nobody has an app for this sort of access for services. We’ve heard from clients in Toronto that there’s nothing like this out there. People get excited about something new in the market that’s game-changing.

How did Paper Leaf perform from a project management standpoint?

They were very organized and used different apps or programs to keep things on track. We tracked everything in a shared Google Drive document so that, instead of having a million emails going back and forth, everyone could see when issues arose.

We started with weekly meetings every Thursday. Over time, the meetings became shorter, sometimes down to 10 minutes. The schedule was well-defined and they stuck to it. I would say the only time we deviated from it was my fault. Paper Leaf was specific in terms of the deliverables and timelines, and they succeeded in meeting our expectations.

What did you find most impressive about them?

The first thing that stands out is their professionalism. They’re very organized. They clearly define goals and deliverables that are concise and detailed. They provided good updates. They understood the end goal and did a really good job of keeping me on track.

Are there any areas they could improve?

Obviously, every company can improve. They’ve had some turnover and our point of contact changed, which resulted in a bit of miscommunication which we discussed with them. The shared document helped to bridge that gap.

BACKGROUND

Introduce your business and what you do there.

We are a regulatory body and as part of the registration process, we are required to orient new members and make them aware of their professional obligations. I acted as project lead and project manager on this project.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Paper Leaf?

There was an existing tool which was essentially a PowerPoint presentation with some embedded video. It wasn’t modern, engaging, or easy to update so we decided to develop a new tool that would better support the orientation piece of the registration process. We wanted a tool that focused more on video and served as an interactive learning platform.

SOLUTION

What was the scope of their involvement?

Before we met with Paper Leaf, we had internal conversations and focus groups to determine the needs of each department and to get a better understanding of what would resonate best with our members.

After learning our needs, Paper Leaf suggested a WordPress build using the LearnDash LMS plugin. They built the new tool from scratch and broke away from the rigidity of the old tool, allowing members to individualize their orientation experience. We added quizzes and ways to track user progress in the learning modules, allowing us to confirm they have completed the required modules.

Paper Leaf also provided a transcript solution for the in-line videos as part of a small support project.

What is the team composition?

From Paper Leaf’s side, we worked closely with a project manager and four or five others, including developers and designers. Some members of their team were required to work with our IT team to coordinate the technical side of the build to ensure it met specific internal requirements. 

How did you come to work with Paper Leaf?

We sent out an RFP and invited them to pitch.

What is the status of this engagement?

We kicked off the project in June 2017 and launched that November.

RESULTS & FEEDBACK

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

They delivered a customized solution that fits our needs entirely. The best part? Everything works as it’s supposed to!

We had demanding deadlines and needed a very quick turnaround for a project of this scale and still managed to come in on time and on budget. Paper Leaf was very attentive to scope, and if we asked for something that would extend the timeline or increase the budget, they proposed alternative solutions to keep us on track. Even team members on our side, with very little web or digital marketing experience, recognized and appreciated this. 

We met with internal focus groups before the launch to benchmark 13 key attributes and get ideas for the tool from other staff who interact with our members. We met with the same groups post-launch to gauge first impressions and to revisit those same key attributes. On a 10-point scale, there was an average point increase of 4.1 across all 13 attributes.

We also have a two-question survey at the end of the tool for members to fill out after completing the tool - approximately 75% of users have completed this survey. On a 10-point scale, users have given the tool an average overall experience rating of 8+.

Users who completed the survey have also identified the tool as having a “professional look & feel” as our highest rating at an average of 9+. We would attribute this largely to the work that Paper Leaf did for us.

How did Paper Leaf perform from a project management standpoint?

They were exceptional and have project management down to a science. Web development projects can get out of hand very easily but the whole process felt seamless. They were clear, cognizant of timelines, and always receptive to questions and discussion, including any post-launch inquiries that have come up. 

What did you find most impressive about them?

They were communicative and provided a clean build with clear documentation. They went above and beyond and made the experience completely effortless. I’ve recommended them to other organizations and have nothing but good things to say about working with them.

Are there any areas they could improve?

We had a debrief post-launch. I can’t think of anything negative that came out in that session.

Do you have any advice for potential customers?

Make sure you have the right tools and resources on your end to support your project. Having a clear understanding of the scope of your project and making your expectations clear from the start will ultimately help your project succeed. 

BACKGROUND

Introduce your business and what you do there.

I work at Alberta Distance Learning Center (ADLC), an educational service provider for student and teacher instruction. I oversee communications, marketing, and the website.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Paper Leaf?

We wanted a custom registration system with an e-commerce component for a large influx of students, about 30,000 in total. The build needed to be visually appealing.

SOLUTION

What was the scope of their involvement?

Paper Leaf completed several projects for us. They developed a login-based student registration website on WordPress. Registrations generated output appropriate for a separate payment system. They also built the online store, which sold books and service. However, that component acted as a different system outside the login.

The team then created the course catalog, which had multilingual versions for online and print. The information architecture accommodated these variations and distinguished class types, whether teacher-to-student or teacher-to-teacher services. They redesigned the catalog and refreshed the site. The team used analytics and quantitative data to execute the former. For the latter, they built a new custom site that served as an open-resource hub.

Currently, Paper Leaf is on retainer to manage our patches and updates. We have weekly meetings to continue improvements and bug fixes.

What is the team composition?

Resources have shifted since the first project. Currently, they have two teams and a dedicated project manager, who has worked with us since the start. The teams include dedicated developers, designers, and specialists. The owner provides guidance as necessary, particularly for larger projects.

How did you come to work with Paper Leaf?

We sent out an RFP. However, that process predated my tenure at the company. I started working at ADLC about five months into Paper Leaf’s engagement.

How much have you invested with them?

We've invested $455,790 worth of work thus far.

What is the status of this engagement?

Work started in November 2015 and the most recent project ended in late 2017. Maintenance is ongoing.

RESULTS & FEEDBACK

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

We received positive feedback from our internal audiences. The visual designs and infographics worked well for our site’s content.

In addition, the team’s diverse skills benefited our goals. We leveraged their design and SEO expertise during collaboration.

How did Paper Leaf perform from a project management standpoint?

The team accommodated the academic calendar to meet our needs and goals. Their communication was process-oriented, which made the partnership reliable. During meetings, they recorded minutes to keep stakeholders informed over an extended period of time. We used Asana, which helped us visualize workloads in an interactive environment.

What did you find most impressive about them?

They were eager to solve problems in a collaborative setting.

Are there any areas they could improve?

No. They restructured the team seamlessly by adjusting their processes as needed.

Do you have any advice for potential customers?

Maintain an open line of communication with them. They have a wide range of services and in-house expertise to leverage.