POWER SHIFTER Digital

BACKGROUND

Please describe your company and your position there.

I am a Director of Digital Services in the BC Provincial Government. This project was working with Government Digital Experience and the Ministry of Energy, Mines and Petroleum Resources in Partnership with Telus to complete a Service Design exercise funded by the Telus Strategic Initiatives Fund.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire POWERSHiFTER?

POWERSHiFTER was hired to do Service Design, User Research, Usability Testing, User Experience Design, and Content Strategy.

What were your goals for this project?

1) Understand the feasibility of utilizing the BC Services Card and the potential to use services card data to enable government consultation practices 2) Conduct desktop and primary research engaging a segment of citizens in order to obtain their feedback, perceptions and acceptance to use the BC Services Card as a medium for public consultation 3) A scan of the existing digital solutions to enable the consultation process 4) Build a business case and benefits realization framework that will allow the ability to effectively measure, monitor and adjust to improve upon the consultation process User Experience Goals • Gain insight on how to increase awareness of the correlation between citizen input and government decision-making • Identify opportunities to enhance trust and acceptance between government and the public

SOLUTION

How did you select this vendor?

They were the co-winners of a competitive procurement conducted by Telus. KPMG was their delivery partner.

Describe the project in detail.

POWERSHiFTER worked to support and alignment workshop, conduct stakeholder and citizen interviews, create a clickable prototype, and conduct a co-design workshop to refine the outputs. A complete business case was created out of the work.

What was the team composition?

Delivery Lead, and two Service Designers from POWERSHiFTER + other team members from KPMG/Telus & the BC Government.

RESULTS & FEEDBACK

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

A complete Journey Map was created. Visualizing the citizen’s journey helped stakeholders get a 360 degree perspective of their experience. Seeing the citizen goals during each phase, accompanied by their pain points, allowed the team to better address opportunities for improvement. Revised Messaging To increase the transparency of online interactions, we simplified the messaging. Questions were reworded to include binary answers, and explanations highlighted why the information was relevant. Data Collection, Use, and Storage As users moved through the online experience, tooltips and other context-setting descriptions were highlighted to explain how personal data was being used and stored, and why it was important for the government to know. Build Comfort through Familiarity To make the public feel comfortable with providing personally identifying information, we moved away from video verification to create an authentication experience that felt familiar, and therefore, more secure. Our work together surfaced seven key user experience pain points that, when addressed, contributed to the foundation of a Strategic Innovation Fund proposal. This plan showed how millions of dollars would be used to develop a scalable digital platform to enhance public trust, improve identification issues, and reduce overall project costs for all future public consultations.

How effective was the workflow between your team and theirs?

Excellent, great team players who were always available and willing to pivot to address the needs of all of our complex stakeholders.

What did you find most impressive about this company?

The quality of talent was exceptional and the team from POWERSHiFTER brought a level of professionalism and obsession with user design that elevated the end product.

Are there any areas for improvement?

None

BACKGROUND

Introduce your business and what you do there.

I am currently the software project lead at Delta Controls. We are currently working on the next generation of IoT-enabled sensor cluster and I oversee the program development team. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with POWERSHiFTER?

We had two main goals. First, the senior management wanted us to develop quite aggressively in a much shorter product turnaround timeframe than normal. Second, they didn’t want us to completely disrupt all the other development teams and the projects that they were working on at the time. 

So, we were looking for an outside extension for this particular project. We wanted somebody who had some expertise in mobile and web development because, while we do actually have those resources at Delta, my team is more focused on the actual technology. We were looking to have one Android mobile app and one iOS mobile and web app built.

SOLUTION

What was the scope of their involvement?

POWERSHiFTER provided us with wireframes because we didn’t have any. They came in and ran a series of context and requirement gathering sessions so that they could aggregate that information and come up with design proposals for us to review. We made some minor tweaks and they started the development phase.

They work with React Native for both of the mobile apps, using one code base for both. They also customized mobile and web iOS apps accordingly. For the web app, they use Google Cloud as the backbone and other Google Cloud services such as Firebase and BigQuery.

They developed one app to be a little more end-user-friendly so that, eventually, users will be able to see the results, data analyses, and status of their facility. The other app is more for the engineer or installer and it allows them to commission and configure the system for the end-user. It also gives the engineer a touchpoint to the sensor to see what it's doing and what the local environment looks like.

What is the team composition?

It fluctuates based on our UX and requirement needs but it’s anywhere between 10–12 people. I am in contact with everybody, including the developers, a project manager, business strategists, and UX specialists.

How did you come to work with POWERSHiFTER?

They were recommended to me by a former colleague of mine.

How much have you invested with them?

So far, we’ve invested under $1 million but the grand total will be around $1.2 million once the project is completed.

What is the status of this engagement?

We started working with them in June 2019 and our engagement is still ongoing. We are looking to release the products in April 2020. 

RESULTS & FEEDBACK

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

We’ve had a few internal milestones such as demos and approval gates. The quality of work is quite high. They did a very good job on the UI/UX.

How did POWERSHiFTER perform from a project management standpoint?

They use our Atlassian suite for the project, including Jira for issue tracking, Confluence for wiki and documentation, and Testrail for test cases. They were a really good fit and we were very much on the same page. 

The developers come on-site 3-4 days per workweek so they’re embedded in the team. My team does all of the product management, but POWERSHiFTER handles project management. They’ve been flexible to our needs and they’ve been able to strike a balance between taking ownership and respecting that it’s our product and our vision. Overall, they’ve done well.

What did you find most impressive about them?

The launch of the projects and the design phase has been impressive. They’re very strong at that, which a lot of others aren’t. They do a good job of understanding the requirements and needs before tackling the project, which is very hard to do. This saves us time and money in the long run.

They’re also very good about seeking feedback or clarification since they’re not experts in our industry. When something is more business automation-focused, they will take the time to learn or ask to make sure that they’re doing what actually needs to be done for our core customer. It’s been a  pleasure to work with them.

Are there any areas they could improve?

Overall, they’re really good. They’re a little meeting-heavy and a little too process-driven for my taste. There’s a little more overhead than I expected but it seems to work for them and we’re getting the right results.

Do you have any advice for potential customers?

If you want to succeed, you need to be upfront about what your requirements and vision are. Whether you want it done quickly and cheaply or you want it to be gold-plated, let them know because they’re quite flexible. 

BACKGROUND

Introduce your business and what you do there.

We are a leading craft distiller in Canada.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with POWERSHiFTER?

We hired them to serve our digital needs, including a centralized set of websites and a home base for our ideas.

SOLUTION

What was the scope of their involvement?

They made three new websites for multiple brands that we own. They handled all the technical aspects, from wireframes, to development, all the way through to completion. The sites flow well, and they capture what we're trying to say. They determined the best ways to show off the brand in both our B2B and B2C pipelines.

What is the team composition?

We work with developers and a client manager.

How did you come to work with POWERSHiFTER?

I asked around for recommendations, and they had the best local reputation.

How much have you invested with them?

On all three projects, we spent about $200,000.

What is the status of this engagement?

We started working together around March 2019 and wrapped up around July 2019.

RESULTS & FEEDBACK

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

They worked much faster than most local developers. They completed all three websites within a couple of months, and they did an excellent job. They always stuck to their estimates, and their whole process was tidy.

How did POWERSHiFTER perform from a project management standpoint?

They met all their deadlines, followed project compliance, and communicated well with our team. A lot of our communication was through phone, and they asked important questions in the beginning that saved time.

What did you find most impressive about them?

They spent a lot of time making sure the art and design were strong. They have good taste, and they ask a lot of important questions. We're very happy with the final product. They understood our brands, and our experience with them was a lot easier than our work with other agencies.

Are there any areas they could improve?

I can't think of anything they should improve. They kept everything aligned, and we're pleased with them.

BACKGROUND

Introduce your business and what you do there.

I’m the manager of TELUS, which is part of a service design provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with POWERSHiFTER?

They have been our long-term outsourcing partner for projects that focus on service design and UX.

SOLUTION

What was the scope of their involvement?

POWERSHiFTER has completed multiple projects for us. Earlier this year, the team conducted customer research on TV viewing experiences. They invited subjects to their office and replicated a living room scenario. POWERSHiFTER then used dscout to test concepts with customers and subsequently delivered reports on their findings.

What is the team composition?

The team included a dedicated project manager and a few designers and UX resources.

How did you come to work with POWERSHiFTER?

I was not involved in hiring POWERSHiFTER for the initial project. However, we use the team because we enjoy having a local vendor to support our clients’ projects in and around Vancouver.

What is the status of this engagement?

We worked with them from January–March 2019.

RESULTS & FEEDBACK

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

The team was responsive and delivered high-quality results in a compacted timeline. We appreciated their leadership and diverse skill sets.  

How did POWERSHiFTER perform from a project management standpoint?

The team was easy to work with because they set clear expectations and drove results. Likewise, the reports contained thorough findings and customer insights because POWERSHiFTER had allocated the right number of people to the project.

What did you find most impressive about them?

By prototyping customer preferences, POWERSHiFTER had a high impact on our TV solutions and its planned market rollout.  

Are there any areas they could improve?

No, I can’t think of anything.

Do you have any advice for potential customers?

Clients should consider their project and objectives before communicating them to POWERSHiFTER. The team successfully proposed a timeline for the work because we had thought the project through and discussed expectations with them. Consequently, we trusted the team to deliver on time by leveraging service design and research expertise, as well as strategic resource allocation.

BACKGROUND

Introduce your business and what you do there.

I'm the founder and the CEO of an educational publishing company. We offer conventionally published books and a significant offering of digital teacher tools.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with POWERSHIFTER?

We were growing quickly, and our existing digital infrastructure didn’t support our growth. We needed to rebuild it to reflect the increase in our traffic.

SOLUTION

What was the scope of their involvement?

They rebuilt our old system from scratch and helped us engineer, scope, and create a digital platform that would allow for growth. Our previous platform was based on open source software that was freely available in the marketplace. We rebuilt it using more modern technology, specifically JavaScript, Node.js, and React on an AWS platform. We saw significant increases in usage, so those changes made the site more responsive for our users and helped us meet more stringent security regulations, particularly for our users in the EU.

How did you come to work with POWERSHIFTER?

We had mixed experience with outsourcing development work in the past. POWERSHIFTER was recommended by some of our internal members who worked with them before. It was evident when we met with them that they would be a good choice. They really understood what we did and what was required within the process.

What is the status of this engagement?

The project took about sixteen months and was completed in the fall of 2018.

RESULTS & FEEDBACK

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

Their work is transformational for us, and it allows us to keep moving forward. As our business grows, the work they've done for us helps us respond to the demand in the marketplace and lets us move on opportunities in the field.

How did POWERSHIFTER perform from a project management standpoint?

Their techniques, approaches, and experience with this technology were impressive. They guided us to build a suitable platform and made important suggestions for which technology to use and how to go about developing something like this.

They were very well structured throughout this project, which was large. They took time to understand our requirements, and their quality was second to none.

What did you find most impressive about them?

Their professionalism and organization are great. They had no trouble keeping the process moving, which is an area where large scale projects often fall apart.

Are there any areas they could improve?

They can sometimes be a little process heavy. There is a lot of administration associated with getting work done, and there may be a more streamlined way to work.

Do you have any advice for potential customers?

It's critical to keep your communication channels open and to make sure everyone is on task.

BACKGROUND

Please describe your company and your position there.

I was a senior product owner at a web development company when I worked with POWERSHiFTER.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire POWERSHiFTER?

We needed someone to rebuild our online support experience with development, design, and content strategy services. We were also looking to develop a new measurement model for content helpfulness.

What were your goals for this project?

Our goals were to improve our helpfulness ratings, lower the number of calls into the call center, and make content easier to find.

SOLUTION

How did you select this vendor?

We selected POWERSHiFTER because of their in-house capabilities and track record in working with our company.

Describe the project in detail.

The project involved resolving technical debt, moving to a new stack, retiring a legacy CMS and migrating to a new one, and improving our UX and UI. They also defined our content measurements, content strategy, and operational processes.

What was the team composition?

Their team was comprised of a product owner, senior developers, a UX lead, a UI lead, a QA resource, a data scientist, several content writers, a content strategist, a taxonomist, and a scrum master. Team size fluctuated based on where we were in the project timeline.

RESULTS & FEEDBACK

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

We saw improvements in content navigation as well as helpfulness, and the new UX was a finalist for the Vancouver UX Awards the year it launched.

How effective was the workflow between your team and theirs?

We were co-located throughout the project and ran a scrum team on two-week sprints. We had a fantastic working relationship from the start. It was an absolute pleasure working with such a highly talented and dedicated group. They were a shining example of collaboration other teams should aspire to.

What did you find most impressive about this company?

Although they were technically a vendor, POWERSHiFTER knew our brand standards so well they didn’t feel like one.

Are there any areas for improvement?

With the information and constraints we had at the time, they delivered the best they could.