PixelTree

BACKGROUND

Please describe your company and position.

I am the Head of Tech Delivery of Big Bus Tours

Describe what your company does in a single sentence.

Big Bus Tours is the world's largest operator of open-top sightseeing tours, inspiring the spirit of adventure in world-famous cities across four continents

OPPORTUNITY / CHALLENGE

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

• Design a new app based UI journey for customers retrieving their digital vouchers
• Establish design principles for digital vouchers that can be leveraged across both app and web
• Test our theories and assumptions on digital vouchers/tickets with customers

SOLUTION

How did you find PixelTree?

Referral

Why did you select PixelTree over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from PixelTree were assigned to this project?

2-5 Employees

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

As part of an incremental journey to make our ticketing process more digital, we engaged with Pixeltree to define a new journey for customers to retrieve and access vouchers within our app.

We tasked Pixeltree with running a full design discovery, starting with carrying out research on the solutions available in both our own industry and adjacent industries. This was to include a review of all data points we currenlty have related to the topic, including reviews to understand where the existing frictions points could occur in the process.

Following the research phase we asked them to design a new UI and UX for our application, which needed to be bold and modern whilst also working within the technical constraints of other platforms which would need to enable and support this customer journey. 

Key Deliverabes:

• A new app UI journey to support our business requirements 
• Considerations of the how the future UI will work after several iterations of development
• An interactive prototype of the proposed designs
• Customer testing of the desings using the above prototype
• Engagement with several of our partners to factor in external requirements, both technical and design 

RESULTS & FEEDBACK

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

TBC

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

We engaged through a variety of different communication tools throughout the project. Pixeltree were always available to jump on a call, or record a quick video walking us through the latest set of designs or questions they had on wider business context. 

We often recieved pro-active updates on the progress from the last few days through slack, which gave us great confidence in the timelines of the projects. Turnaround times on some of the larger items during the process (e.g. customer inteviews) was really impressive and a testament to the individuals who worked on them.

There were lots of last minute tweaks to the designs which Pixeltree were more than happy to accomodate to ensure the final product they handed over was the best fit for our needs 

What was your primary form of communication with PixelTree?

• Virtual Meeting
• Email or Messaging App

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

• The problem area we asked Pixeltree to work with us on can be particularly difficult to understand let alone communciate back to customers. At the start of the project, the team took time to understand the area in detail, well before getting to suggesting solutions
• The cultural fit between PixelTree and ourselves was fantastic, with it always feeling like we were both pulling in the same direction and sharing the same aims 

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

Pixeltree often worked directly with our development agencies to talk through the technical limiations of certain elements of the design, we could of perhaps been more involved in some of these discussions even it would often be as an observer. Although the benefit of these smaller, more regular catch ups meant we were able to proceed at a good pace without needing to find time in a wide range of peoples diaries 

BACKGROUND

Please describe your company and position.

I am the Owner of Pure Hair & Beauty.

Describe what your company does in a single sentence.

Beauty lies within. This is very true. But it’s also true that many of us women struggle with this ideal. When you look your best, you feel your best. And we’re passionate about helping women feel good about themselves. Our range of vibrant color services can give you that awesome new look, and our rejuvenating beauty treatments will put that smile back on your face.

OPPORTUNITY / CHALLENGE

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

• Improve the user experience
• improve the number of conversions our website gets

SOLUTION

How did you find PixelTree?

Referral

Why did you select PixelTree over others?

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

How many teammates from PixelTree were assigned to this project?

2-5 Employees

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

We engaged Pixeltree to help us review our website and redesign based on what the customers want to see. They showed us how to do some initial research to understand the customer desires and then map out a new layout and structure for the site, which helped us convert more visitors into bookings.

RESULTS & FEEDBACK

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

Initially, they helped us get a baseline and understand what results we were actually getting. Then, following the work, we were able to monitor the results and see a marked improvement.

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

They were very easy to work with and appreciative that I am not particularly technical myself. They really held my hand along the way and explained anything I didn't understand

What was your primary form of communication with PixelTree?

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

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

A lot of companies talk about being collaborative, but then I find they aren't really. James and his team were so helpful along the way and really made me a part of the process with workshops and activities where myself and my team were heavily involved.

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

No, it was a great experience.

BACKGROUND

Please describe your company and your position there.

I am Director of Sales and Marketing at Pullman Liverpool. I help businesses who need group accommodation, corporate rates and meeting and events.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PixelTree?

We only have an Accor website, which is the same as all other Accor properties. I wanted a new local website to be used as a selling tool for the hotel. After having worked with Pixeltree back in 2019 in another hotel, there was no question about wishing to work with them again on this new project

SOLUTION

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

I had recieved quotes from 3 vendors as requested by head office. The details that went in the quote was by far the best. I had previously worked with Pixeltree in another hotel, and really enjoyed working on that project so wanted to do this again

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

After a few teams calls about what it was I wanted from the new website, we then held an online workshop with the senior team to come to an agreement on what we wanted from this project. I had regular calls with the team, as well as a day in the office with them to finalise some details before going live. we also continue to have regular calls now the site is live and have ongoing projects around this

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

I have dealt with 4, starting with James (creative Director) in the initial process, followed mainly with Vicky, Luke (product designer) and Mike. The team are all great to work with

RESULTS & FEEDBACK

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

The site is still currently very new, however the feedback we have had from others and Accor Marketing have been great.

How effective was the workflow between your team and theirs?

Perfect! regular contact, They've consistently provided plenty of updates and in-depth explanations of everything.

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

The knowledge of systems, their ideas and their patience!

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

nothing, the team are fab!

BACKGROUND

Please describe your company and your position there.

I am the Communications & Marketing Officer at the International Cotton Association, the world's leading cotton trade association and arbitral body.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PixelTree?

The existing website was dated and we knew that many users found it difficult to find the information they were looking for. We had a long wishlist of increased functionality which we wanted to add to the website but we didn't know where to start. We wanted to find the best way to implement the changes in a way that would ensure the user exoerience was a priority.

SOLUTION

How did you select this vendor?

We searched online for the best UX/UI Designers in the North West and shortlisted 5. After receiving pitches from all of them, we narrowed it down to 2. Pixeltree stood out from the very beginning with their approach to our project - they listened and understood our brief accurately and came up with innovative UX/UI approaches to addressing it. The team's professional and friendly approach made us feel we could trust them with this important project from the very beginning.

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

Their team conducted intensive research, which began with a Design Sprint Workshop with all our employees. The 2-day workshop gathered feedback and ideas from all departments which were then compiled by Pixeltree. Innovative solutions and designs presented back to us for review.

Once the Beta site was built, further research was conducted with internal testing amongst our team and also extensive testing with some of our key members which was recorded for analysis. Invaluable feedback was gathered here which led to key changes before the new website was launched.

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

My team worked directly with their Porject Manager, team of web developers and designers. The Project Manager was our key contact which made communication very easy, but the whole team was available for when in-depth discussion was needed. This made the communication process smooth and efficient.

RESULTS & FEEDBACK

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

We are extremely pleased with the outcomes from this project. The site is now easiesr and quicker to navigate, additional functionality (such as an improved Search feature) has been succesfully integrated, the site is more visually asthetic and presents a more professional representation of our brand. A survey has been set to key members and users of the website which reported that 91% found the site easier to use and easier to navigate (with the remaining 9% noting no difference).

Of those that had used the improved Search feature, 100% found it easier to use. Additionally, we have received extensive positive verbal feedback from both members and Board members that the site is much improved and much easier to use.

How effective was the workflow between your team and theirs?

The Project Manager was easy to communicate with and provided regular updates. Communication was done through Zoom / in-person meetings, telephone calls and predominantly emails. We were kept up-to-date throughout the whole process and never left waiting for a reply. All deadlines were met and if we requested a timeline that was unrealistic, they were honest and open to avoid setting unrealtic deadlines. Although this rarely happened and the team were eager to pull out all the stops to meet the timelines we needed.

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

Their UX/UI skills were fantastic. I have worked with many web developers over the years but none were as focused and educated as PixelTree. They were patient in the process to ensure nothing was missed through rushing, and equally patient with our team always taking the time to explain the more technical areas which we struggled to comprehend. This gave us confidence in the changes we were making to the website and the feedback gathered suggests were were right to feel this way!

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

It would have been nice to have more face-to-face meetings in the process but the pandemic prevented this. However, we were very impresssed that they did not let this delay any deadlines or the level of interaction with our team. Even when COVID-restrictions prevented half of the Design Sprint Workshop taking place in-person, they quickly adapted and used innovative technoloy to ensure the collaboration continued in an effective and interactive manner.

BACKGROUND

Please describe your company and your position there.

I'm the Marketing Assistant at a B2G software development company specialising in booking and management solutions for various government organisations.

OPPORTUNITY / CHALLENGE

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

Our website was nearly 10 years old at the time of starting at my company and the consensus within the department as a whole was that the website needed to be modernised. It simply didn't reflect the branding, give potential clients a good first impression or offer the flexibility needed to be competitive.

We wanted to revamp in terms of design, backend infrastructure and user experience to help site visitors understand the company and our products before going onto our CTAs like booking a demo or requesting a brochure.

SOLUTION

How did you select this vendor and what were the deciding factors?

PixelTree were known locally to us through existing LinkedIn connections and the press we'd seen around them in terms of awards. We'd booked in a call after looking at their services on the website and outlined our current state of play and what we'd hoped to achieve by working with them. The timescales they'd offered us really built into our marketing plan at the time and pricing was exactly what we were hoping for.

James and his team also came across very well in explaining clearly what would need to be done as someone who was not technical, so their support was very helpful.

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

After our project scoping call in which we discussed the objectives, James from the PixelTree team dropped by to layout the next steps. This included our team talking about sites we'd like to take inspiration from and seeing how that would work in the bigger picture. From there, PixelTree came back with iterations of how the site would be designed in prototype form via XD before reaching the one we wanted.

From there, they took to developing the site on WordPress, building custom themes and configuring it to our requirements. Post-development, we got access to a staging site to run some tests, view how our content would look before being seen by the public. From there, we went live and haven't looked back!

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

We had 1 main point of contact throughout in Adam, who worked with us directly on design and how the site would operate. He doubled as our Account Manager to make sure our project would keep on track to meet our deliverables and timescales promised. James, the CEO, often checked in with us as he was our first contact to make sure everything was in order, while Mike from their development team was on hand whenever we had questions around WordPress as we were unfamiliar.

RESULTS & FEEDBACK

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

Post-launch, our site was picking up over doubled inquiries coming through our main website via contact forms and demos. Time spent on page has also increased dramatically as potential customers review all the different elements of the page, while bounce rates have dropped considerably.

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

We frequently went back and forth via email, but were given a formal project plan at the start of the journey to indicate expected milestones. When it was between stages, I was always confident in what was being done and that it was going to meet timescales.

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

Besides being very reasonable in price and timescales, I appreciated how personable and positive their team was. I rarely felt I needed to ask for an explanation on something that I thought was technical as they tailored the conversation towards my level of understanding, and in addition to that, were very easy to talk to about our problems so they could frame them for us.

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

There was nothing from my experience that leads me to believe it could have been any better.