pb+j

BACKGROUND

Introduce your business and what you do there.

Respondent 1: I’m the general manager of an online store.

Respondent 2: I’m the owner.  

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

R1: We wanted to rebrand and redesign our online store.

SOLUTION

What was the scope of their involvement?

R1: First, we went through an identity exercise and they delivered a style guide and branding components. They were also supposed to enhance our Shopify Plus website and add new features. They designed the UI/UX, wrote copy, conducted user testing, and led QA.

What is the team composition?

R1: We were in touch with eight people in total.  

R2: We dealt primarily with a producer.

How did you come to work with pb+j?

R1: We searched online and ended up contacting a number of agencies. I contacted pb+j specifically because of their Clutch reviews, and they ended up being our pick.

How much have you invested with them?

R2: We spent about $100,000 CAD (approximately $79,000 USD).

What is the status of this engagement?

R1: The project lasted from August 2020–January 2021.

RESULTS & FEEDBACK

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

R1: We just launched and are still fixing some things. Overall, the look and feel of the website is nice, but to this day, our wish list hasn’t been completed. There were a few items that we discussed initially, but they eventually came back to us and told us they couldn’t do them.  

They also were supposed to develop a French site, but they never delivered it.  

R2: Overall, we were somewhat satisfied. However, I still think the site is worse than before. We’ve had to hire another person to finish up the project, which has increased our project cost.

How did pb+j perform from a project management standpoint?

R2: Communication was a bit of an issue. Towards the end of the project, they weren’t as responsive as we would have liked. Our project manager still hasn’t responded to an email I sent weeks ago.

R1: Our partnership started off quite strong, but little by little, it became difficult to get in touch with them. There were a lot of things we had to do on our own due to a lack of feedback and guidance from them.

What did you find most impressive about them?

R1: I really liked our branding experience. They visualized our thoughts well and I’m quite pleased with how our branding turned out.

Are there any areas they could improve?

R1: They could improve their communication skills both internally and externally.

R2: For example, if we needed them to fix something, we had to contact our project manager who then had to talk to her team. IT would have been easier if we had access to whoever was doing the work.

Do you have any advice for potential customers?

R2: New clients should find a way to work with the person in charge of each aspect of the project. For example, if they’re working on branding, they should speak directly with the branding lead.  

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a nutrition company. We manufacture, market, and distribute our own line of vitamins and dietary supplements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We hired pb+j to do a review of our digital platform and then redevelop the functions of our website.

SOLUTION

What was the scope of their involvement?

The pb+j team did a UX/UI review of our entire site and looked at best practices, then installed a new theme that was more responsive. They also help us with some of our copywriting, and they’ve given us some ideas for concepts in terms of design. 

The team has also provided us with more general ideas around function and given us advice around general CRM management of our customers.

What is the team composition?

We work with five or six people, including Tom (Co-Founder), Kyle (Co-Founder), Katherin (Lead Producer), Katy (Lead Designer, UX), Katie (Designer), and a copywriter.

We mostly work with Katherin, who’s our project manager and arranges most of the conversations with the rest of the team.

How did you come to work with pb+j?

We found pb+j through a referral from someone we were working with. We were considering three different companies, but we decided to work with them because we felt they really understood e-commerce, and we liked some of their previous case studies. 

How much have you invested with them?

We’ve spent about $45,000 CAD (approximately $35,000 USD).

What is the status of this engagement?

We’ve been working together since September 2020. We finished most of our work, but we’re still ongoing in the final stages.

RESULTS & FEEDBACK

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

Metrics-wise, the project was more so about design concepts — understanding and hitting timelines in terms of their development stages. We haven’t really tested the updated site to see if it’s more efficient and a better experience than our previous one. However, we’re happy with the overall product as of now.

How did pb+j perform from a project management standpoint?

They’re quite good. Even though we’re halfway around the world, they’ve been able to stick to timelines. The pb+j team were very accommodating and helped us quite a bit. There were some delays, but they were few and nothing we didn’t expect or understand on our side.

What did you find most impressive about them?

I was most impressed with pb+j’s project management skills. They also have a great understanding of some of the technical data and other aspects. Their knowledge, patience, and communication made this one of the better experiences we’ve had with a vendor.

Are there any areas they could improve?

No, I think they’re doing a great job.

Do you have any advice for potential customers?

Do a little bit of homework on what kind of website you want to build, and be really clear about what your goals are for the site. From there, pb+j can help you take your initial thinking to the next level.

BACKGROUND

Introduce your business and what you do there.

I work with Jamieson Wellness, a global health and wellness company. We have a suite of brands in the vitamin and mineral supplement space. At the time of the project, I was a marketing director for specialty brands.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We brought an aging brand into our portfolio, and it was in need of a positioning refresh. We worked with pb+j to evaluate the strengths of the brand as well as how it would live among our collection of other brands. The main objective was to produce creative that would help us to strengthen and express our new positioning within the marketplace.

SOLUTION

What was the scope of their involvement?

We’ve worked with pb+j for a number of years. On this particular project, they put focus for a time on digital marketing, providing the full creative suite. The team developed our print and digital ads, and they helped us launch a consumer promotion contest with mostly digital and in-store components. The pbj+j team also offered us creative design.

What is the team composition?

We worked with the project manager along with the creative director and designer.

How did you come to work with pb+j?

I knew one of the co-founders, and was familiar with his work. I saw pb+j did a really great job of design and brand storytelling, so we started small with a couple of digital projects just to get their help. 

We saw how great they were helping to bring the brand to life, and we found they had excellent designers and storytellers. Over time, as we’ve developed our digital programs with them, we’ve continued to see their capabilities at a higher level.

How much have you invested with them?

The total cost was between $40,000–$60,000.

What is the status of this engagement?

This particular project took place from August–September 2019, but we’ve been working together for years.

RESULTS & FEEDBACK

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

The pb+j team completed the project very quickly. They did a great job of understanding the brief and asked really great qualifying questions. They came back with a great range of creative design, which is always good to see — we could’ve gone in about three or four different directions. 

The best part was pb+j’s ability to package up and show us back what we asked for, but then also push us to think differently. The experience at large was great. They kicked it off with a strong understanding of what we needed with a few different potential design directions, and they did so quickly.

How did pb+j perform from a project management standpoint?

The team had a good number of people on the project, and they all responded to everything quickly, usually within the same or next day. All of our timelines were hit, even though we went out of scope a couple times. 

Working directly with the creative director was really helpful, because we didn’t have to go back and forth through a middleman — the process was really efficient. The team managed the project perfectly well.

What did you find most impressive about them?

What pb+j does really well is the brand story. The team finds really unique ways to stand out in their creative and messaging. They’re a bit quirky, so they’re able to think differently from other agencies we’ve worked with, and it shows in the quality of their creative. 

Are there any areas they could improve?

There was nothing negative about the project that I would want them to improve on.

Do you have any advice for potential customers?

Let pb+j get involved in the creative process early. I’ve found on some projects, I would give them the brief and they would execute. But, if I gave them the idea and some parameters and we brainstormed it together, I found it was a much better result. 

BACKGROUND

Introduce your business and what you do there.

I’m a consultant for the fashion and retail e-commerce company that employed pb+j. The retailer manufactures licensed boxer briefs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We hired them to build a new website for a new brand launch.

SOLUTION

What was the scope of their involvement?

We had enlisted them to design and develop the entire e-commerce site. We came to them with a specific brand vision and goals. We wanted the site to be optimized for conversion but also encapsulate the brand’s objective.

From the beginning, they worked with us to identify the site structure and design that would accomplish both of those requirements. The team took our creative brief and assets to repurpose them into an optimized website.

The team at pb+j did everything from strategy, concepts, and the site's ultimate development.

What is the team composition?

In total, we worked with four people that included a project manager, designers, and a developer.

How did you come to work with pb+j?

A few years ago, we had a conversation with them regarding a different project. We ended up re-engaging with pb+j with a new proposal. While we had different conversations with other groups, we decided that pb+j was the best fit because of their previous work, price point, and our conversations.

How much have you invested with them?

We spent roughly $35,000.

What is the status of this engagement?

We brought them on in June 2020, and the site went live in December 2020.

RESULTS & FEEDBACK

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

The conversation rate is extremely healthy. People are responding very well to the site, and we’re extremely pleased with the final product. We’re happy with how it looks and the amount of revenue it’s yielding.

How did pb+j perform from a project management standpoint?

From a project management standpoint, they’re phenomenal. They’re super organized and diligent. They propose timelines and schedules and ensure that everyone sticks to them.

Their entire process is conducive to achieving goals within a set timeline.  

What did you find most impressive about them?

I was most impressed with the discovery phase and its subsequent process. They spend a lot of purposeful time understanding our needs and brand. After doing competitive research, they presented that to us to align with our goals and vision.

That initial discovery phase was extremely diligent. Their project management style was also very top tier. The journey to get to that final product was impressive.

Are there any areas they could improve?

I don’t have anything bad to say about them.

Do you have any advice for potential customers?

Be ready to move quickly. They throw a lot at you, and all of that is necessary for the project to be successful. They’re big on communication. If clients are eager and open to collaborating with them, the better the project will ultimately be.

BACKGROUND

Please describe your company and your position there.

I am the founder and Director of Ears To You Mobile Hearing Clinics. I manage all operations and work with specialists and audiologists that work within the technical role in our business.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

We hired pb+j to form a brand identity and website that would be memorable as well as cutting edge and industry leading. We wanted to break the mold of the known and existing hearing clinic experience and provide a hearing appointment that caters to the needs and schedule of the end user/client/patient.

What were your goals for this project?

Our goal was to begin with the logo and branding and morph it all into a website that would be easy to use, easy to digest for all target customers, and easy for others to share within their social circles.

SOLUTION

How did you select pb+j?

We were recommended pb+j by another web-design/hubspot specialist individual that stated if we wanted to do something different than everyone else and go against the grain to check out their services.

Describe the project in detail.

Upon selecting pb+j we spoke with Tom about the scope of necessary work. A proposal was created and adjusted after another couple phone discussions and from there, the team went to work.

Katie and Katherine were integral parts of the creation of the brand and website and were in constant contact in order to ensure the correct vision was being implemented and we were covering all the mentioned action items from the SOW. The detail surrounding pb+j team members as well as their organization and familiarity with the work that needed to be done was second to none.

What was the team composition?

Team composition was consistent of what I would call Tom, "the coach" creating the plays necessary for success. Where he then delegated to Katherine and Katie "team" to execute said plays for success and make sure that everything was on par with my and my business standards.

A copywright specialist was brought in towards the end of the SOW to make sure everything was clearly stated in a proper tone of voice we were going for and the rest is history.

RESULTS & FEEDBACK

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

Website launch and peer testing within the industry resulted in a significant uptick in usership as well as conversation surrounding the business itself. It is a wonderful conduit for scheduling appointments. The brand, colours, and overall tone of voice has been integral in setting us apart from all other competitors in the industry and is extremely noticeable with our end users.

How effective was the workflow between your team and theirs?

The effectiveness of workflow between their team and ours was seamless. Enough said. I couldn't have asked for a better outcome and better team to work with to bring my vision to life.

What did you find most impressive about this company?

I found most impressive about this company the organization of team. I think it is important to have a tight-knit team to work with where everyone can have a singular vision to move forward for the customer and pb+j had just that.

Their team was fantastic and everyone knew what was going on and when. PB+J showed incredible integrity with their work. They were honest and always were available if a question or concern came up.

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

Tersano launched the iClean mini, a revolutionary handheld device that replaces traditional cleaning and disinfecting chemicals from the home and office.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j, and what were your goals?

PB&J was hired to redo our branding and to launch our new eCommerce sites on Shopify Plus.

SOLUTION

How did you select pb+j and what were the deciding factors?

After interviewing several firms I just felt there was a really good fit between PB&J and their experience and where Tersano needed to go. They understood we had a solid B2B business that had to be addressed on the site while at same time having that site focus on closing sales on our iClean mini as we launch our new D2C campaign.

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

Oh boy, lots and lots of steps. But PB&J kept us on schedule and ensured nothing was missed. What a team!

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

I worked directly with 7 team members from PB&J and then another 4 outside consultants that they brought in to help with certain aspects.

RESULTS & FEEDBACK

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

Everything about the experience of setting up our new eCommerce site together with the PB&J team was absolutely amazing. It was a true pleasure working with everybody.

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

Thorough Sophisticated yet simple Great tools with great people managing them, and our team.

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

PB&J was not afraid to tell us when we were trying to change certain things that we need to just trust them. How right they were as the end product is brilliant.

Are there any areas for improvement?

None that i can think of.

BACKGROUND

Please describe your company and your position there.

I am the Executive Director of the Ottawa Arts Council, an arts service organization that advocates, supports and champions the work of artists and arts organizations in the nation's capital. We are a small, membership-based not-for-profit that also provides professional development opportunities for artists and arts workers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

When I came on board in June 2019 as the new ED, I realized two things:

1. we had an outdated and unresponsive website; and
2. we had very limited funds to change that.

I had the pleasure of working with pb&j in a previous job and reached out again knowing they could address both these issues -- and quickly. We engaged them in a full website redesign (throughout a global pandemic) and they were able to adapt the project to meet our budget and expectations.

What were your goals for this project?

We needed to provide clarity in what services we provide to our arts community, remove redundant and outdated content, and we needed to better showcase the ways we support artists from marginalized communities. We needed to clearly show how we made an impact in the community and the value the arts have in engaging and transforming communities.

SOLUTION

How did you select this vendor?

I worked with pb&j on a project a few years ago, when I worked at another arts institution. I remembered how accessible and well-managed the process was from concept to fruition, and how well they take care of their clients (particularly those like myself who are somewhat, shall we say, 'unskilled' in the technical world) every step of the way. I also remembered how considerate they are for not-for-profits and how they work to adapt budgets to create solutions that serve the client.

Describe the project in detail.

We did an entire overhaul of the Ottawa Arts Council website. We reviewed the content to determine what was relevant or redundant, managed easily around the project guidelines and timelines that were proposed. We were presented with initial concepts based on introductory meetings, then two additional concepts based on our feedback.

They listened carefully and applied their expertise to adapt our vision of the site into one that was effective and impactful. They presented concepts with consideration and flexibility; they addressed issues and implemented suggestions when it would best serve the purpose of our project. The process was around 3 months in total, and culminated in supporting us with going 'live'.

What was the team composition?

Tom, the co-founder, is my main point of contact for engagement. Kathryn took on the project management and Katy lead the design concepts and tutorials.

RESULTS & FEEDBACK

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

The feel of the site is now 'lighter'. Our message is clear, our impact now shows. The navigation is easier and there is less content (and hopefully less frustration) for the user when they land on the site and want to learn more about us. We are now well-trained in how to update content, thanks to video tutorials we can keep in our archives.

The latter is key for an organization our size, particularly with interns or contract communications workers coming in and out throughout the year. It's an easy way for us to train them on how to populate the site, allowing our entire team to work smarter.

How effective was the workflow between your team and theirs?

The workflow was very effective. We followed the project managers timelines, which were always considerate of our workload internally as well. Online communication and zoom meetings were efficient, and they were always cognizant and considerate of our time. Lots of laughter and openness, combined with a dedicated willingness to achieve, and in some cases surpass our expectations.

What did you find most impressive about this company?

Adaptability. If a concept isn't fully realized, they re-think and revisit within the parameters. If there's a cost issue or budget constraint, they reach out to offer solutions. If timelines are tight and there are concerns, they provide support and connection.

They are all experts in their field. But perhaps most importantly, they truly understand that clients have different understandings of website redesign processes, and you are included in that conversation as opposed to being made to feel "this isn't your skillset".

Are there any areas for improvement?

No. Seriously. Not in my opinion.

BACKGROUND

Introduce your business and what you do there.

I’m the director of e-commerce at a coffee company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We were looking to redesign our Shopify website.

SOLUTION

What was the scope of their involvement?

We started with a discovery call, and then we had weekly calls that allowed us to review and approve UX design, our Shopify app list, and wireframes and mockups. Then, they started development.

What is the team composition?

I was in contact with Tom (Co-Founder & Head of Growth). We corresponded with two members directly: a project manager and a creative director.

How did you come to work with pb+j?

We did some online research about the best Canadian agencies that specialize in Shopify. pb+j came up, and they were one of the frontrunners.

How much have you invested with them?

A benefit was that when they first quoted us, they gave us three different options based on our budget. We spent around $30,000 CAD (approximately $22,200 USD). 

What is the status of this engagement?

We had our discovery call April 13, 2020, they began development in mid-May, and we launched our site on June 16. We were able to launch the site within less than two months, which was awesome.

RESULTS & FEEDBACK

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

Our site has been live for about three weeks, so it’s a bit early to see results. However, I’m very impressed that we were able to launch a site in such a short period of time. They were able to hit all of the high-level requirements that we requested. We had very minimal disruption to our business. 

How did pb+j perform from a project management standpoint?

We connected with them via email and weekly Zoom video conferencing calls.  

What did you find most impressive about them?

They were very responsive. If there was an emergency or we had questions, they definitely took the time to answer and educate us. Overall, we’re quite happy with the speed. That was a big bonus; in my past experience, site launch projects can take anywhere from six months to a year, so I was really impressed with the two-month launch process.

Are there any areas they could improve?

There were a couple of moments where we felt like we were learning together. For instance, subscriptions are really important to our business, and in the beginning, I assumed they had more experience. When it came to launching, we realized that different companies use different apps, so there were moments where we were waiting for them to figure it out and let us know, rather than having done it before.

BACKGROUND

Please describe your company and your position there.

Founder and R&D at Everyday Massive — the employee experience company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

Convert a design developed by our Head of Brand into a responsive Squarespace website built on the developer platform. The new website was part of a company rebrand and replaced one that was several years old and no longer represented who we were as a company.

What were your goals for this project?

The website obviously needed to look great, but it also needed to be easily updated using the Squarespace back end.

SOLUTION

How did you select this vendor?

We looked through the Squarespace Developer directory. PB+J stood out by a mile for their personality and work. It was more than we'd budgeted for, but in the end, we (me and our Head of Brand) really wanted to work with them.

Describe the project and the services they provided in detail.

Initial meetings were great. Everyone seemed competent and were great to deal with. A little slow off the mark, but once we were underway they translated the design seamlessly and were responsive to feedback. A little optimistic with timeframes, but nothing unreasonable given the project fell over the holidays and new year. The site was built with almost all the functionality we hoped for, and was only restricted by platform limitations. Really happy with the result.

What was the team composition?

On our side, it was just me and our Head of Brand. On their side, we were passed from the founder through a couple of project managers and a developer, due to people going on holidays.

RESULTS & FEEDBACK

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

All anecdotal, but we've had great feedback on this site. From our perspective, it's been easy to update and we're very happy with the result.

How was project management arranged and how effective was it?

After the initial Zoom call, communication was via email. Once we got underway, they were responsive to feedback and enquiries.

What did you find most impressive about this company?

Our brand has a lot of personality, so we felt comfortable working with people who weren't afraid to be themselves. Their work is top-notch, nothing was too hard, and the whole process was easy. That's rare for web developers.

Are there any areas for improvement?

Not really. Only a few hiccups. A bit of radio silence after the discovery meeting and initial invoice, but all good once the project was underway. Time zones weren't ideal for booking the Zoom calls, but that's the reality of working globally. Timelines could have been a tad more realistic, but didn't blow out too much. All in all, it was a great experience.

BACKGROUND

Please describe your company and your position there.

I am CFO and Marketing Manager of our construction company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

We re-branded, with a marketing research study, new logo, and new methodology. .

What were your goals for this project?

Wanted to reach a more upscale market

SOLUTION

How did you select this vendor?

We have known this firm since their startup, and know that they are immensely creative and talented techniclaly as well.

Describe the scope of their work in detail.

Began an inbound marketing platform . Developed marketing assets to endear our potential clients to use e-Books, blogs, informative news bulletins. Graphic design for all of our ad content. Designed and built 2 websites, the updated one just completed in 2020. Developed a 20 years in 2020 campaign to celebrate 20 years in business.

What was the team composition?

A variety of staff members, led by a team leader that were skilled in all the areas needed.

RESULTS & FEEDBACK

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

our lead generation has grown exponentially, our online presence, and our branding presence significantly Boosted to first page on google, intelligent SEO on a regular basis.

How effective was the workflow between your team and theirs?

There were some hiccups, but overall good.

What did you find most impressive about this company?

Their creativity and talent stood out to us.

Are there any areas for improvement?

Until recently, time management. I think they have that solved now.