Sidebench

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of PCIHIPAA, a privacy and data protection company focused on private practices. We help dentists and doctors protect the privacy and security of patient information and comply with HIPAA. Our goal is for them to avoid the risks associated with data breaches, human error, and non-compliance.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

We’ve developed a proprietary HIPAA compliance platform called OfficeSafe. This product helps us streamline business processes and easily educate all of our clients. When I hired Sidebench, I was looking for additional product expertise to help us determine the strategy and the direction of where we were going to take the platform.

SOLUTION

What was the scope of their involvement?

I've hired them as an outsourced product development and strategy company. The first project that we did when we starting working with them was a strategy exercise. They went out and interviewed our clients to understand how they were using our platform. Based on this data, they made strategic recommendations for where we should take the product.

They did a full, end-to-end customer research analysis, including a customer feedback session, to understand churn as it related to product pain points. We took this data, combined it with our customer journey insights, and had Sidebench help us create a product roadmap. They’ve been leading development efforts for our product ever since.

What is the team composition?

We have a team of outsourced developers that they manage, and I have a product manager, Andy (Product Manager, Sidebench), on their team that I work with. The team composition fluctuates based on our current focus.

For example, during the customer research phase, we had additional people doing customer interviews and gathering data for presentations. If we’re working on the UI, our product manager might bring in a UI designer, and if we have multiple code changes, he could bring in more developers.

We have a team working on security features right now that we brought in specifically for that kind of expertise.

How did you come to work with Sidebench?

I’m part of an entrepreneurial leadership group that Sidebench’s CEO is also a part of. I saw Kevin (CEO, Sidebench) present at the group, and I was impressed with his vision and the work he was doing.

We had multiple conversations about our work, and it eventually made sense for us to start working together. The rest of his team is also incredibly intelligent and professional. They seemed like a great culture fit.

How much have you invested with them?

We’ve spent just over $200,000 on the project.

What is the status of this engagement?

We started the engagement about a year ago, in November 2018. The work is ongoing.

RESULTS & FEEDBACK

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

I believe wholeheartedly that the work they’re doing is increasing our enterprise value. Because of their expertise in product development and design, our platform is improving in some remarkable ways. Their work is going to pay off in dividends down the line.

I treat Sidebench as if they were my vice president of product development. Instead of having one person in-house, I decided to outsource that role. That was an excellent decision because I now have a variety of resources as opposed to one person. Due to its size, PCIHIPAA isn’t quite ready to bring in a full product team, and Sidebench has filled that void for me.

How did Sidebench perform from a project management standpoint?

They’ve been fantastic in terms of communication. Andy is extremely upbeat and very much in tune with what we’re doing. He usually runs our weekly meetings. I appreciate how detailed he is with his note-taking and how diligent he is about meeting deadlines.

Andy is also easy to work with because he is great at managing people. He’s been hugely influential in helping us improve some of our communication workflows, even implementing some new systems that we didn’t have in place.

Andy uses JIRA to manage our developers, and we use Basecamp on our end. We typically communicate via phone or email.

What did you find most impressive about them?

Their ability to take technical issues and professionally communicate them to me is impressive. They are extremely knowledgeable and intelligent. They’re domain expertise, across both development and design, sets them apart. Their communication style and strategic aptitude are also noteworthy.

Are there any areas they could improve?

I do sometimes wish that things could be done a little bit faster. For example, we’re working on a whole hierarchy change in our code, that they advised us to do, and it’s taking longer than I would’ve liked. I do believe it’s the right thing to do though.

Do you have any advice for potential customers?

Spend time upfront letting them know what your objectives are. It takes time to understand customers and gain knowledge of a different market, but if you give them the information they need, they’ll be able to respond effectively and drive innovation.

They’ve proven that they’re great at this, especially collecting customer feedback. Let them carry out their process and you’ll find success.

BACKGROUND

Introduce your business and what you do there.

I’m the director of digital marketing at an entertainment company that manufactures toys.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

The marketing team under one of our toy brands wanted to create an app to align with a larger brand initiative surrounding a 50th-anniversary celebration campaign. Their team saw a space where there was an opportunity to create an app where parents can go to and see tips and information about playing.

SOLUTION

What was the scope of their involvement?

We went through a number of steps with Sidebench. First, we got together with the toy brand’s marketing team to identify exactly what features they wanted within the app, along with the goal and target of the app. After that, the work began on building user profiles. Their team then went through wireframing, discovering the user flow of the app, and then designing exactly what everything would look like. They also created a roadmap for the app regarding the launch. It included which features would be released in different versions of the app. Sidebench used an app to envision the prototype, so we were able to show larger teams the experience of the app, even though it was still in development.

What is the team composition?

Chase (Senior Analyst, Sidebench) and Lindsay (Senior Project Manager, Sidebench) are my main contacts. Kevin (Founder & CEO, Sidebench) was looped in as well. There was also another individual that attended our initial in-person meetings but wasn’t involved with all of the communications.

How did you come to work with Sidebench?

One of my former managers knew someone who worked at Sidebench briefly. She was also familiar with Kevin, after seeing him on a list of 30 under 30. She brought their team in to go over their capabilities and case studies. We actually pitched them a different concept for another brand, but the budget ended up not being approved on our end. Even though that product didn’t move forward, I was still impressed with how they break processes like discovery, design, and development out. Because of their internal workflows, I knew that Sidebench would be a good fit for this project.

How much have you invested with them?

We’ve invested about $28,000 so far.

What is the status of this engagement?

Our engagement with Sidebench began in March 2019.

RESULTS & FEEDBACK

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

We wrapped up the design and discovery phase, and are awaiting budget approval for the development piece. Sidebench is extremely collaborative. I continue to be impressed with their organized process. They provide a clear roadmap with their projects, making sure all different teams are accountable for their section.

How did Sidebench perform from a project management standpoint?

Sidebench has been responsive throughout the engagement. They work in sprints, with clearly outlined schedules and timelines. Our primary method of communication is email. At the kickoff, we had several in-person meetings. During the project, we ended up moving our headquarters, which was challenging. Despite this, they were always willing to meet. Their team wanted to meet for the final presentation as well, but because of moving, we couldn’t make that happen. Our teams here have difficult schedules, which makes it challenging to find time on their calendars. Sidebench remains flexible and cooperative. They’re responsive through email, in-person meetings, or even jumping on phone calls.  

What did you find most impressive about them?

I previously touched on this, but their process is well-thought-out and structured. It’s clear during each phase what’s happening. Their organization, flexibility, and communication are top-notch. To be honest, we’re a challenging group to work with. Our schedules are difficult. Sidebench goes above and beyond, accommodating to our needs. We’re not the best at staying on track, but their team is fantastic at it. It’s refreshing to work with a company that can manage an unorganized team.

Are there any areas they could improve?

Honestly, no. Sidebench has had a lot thrown at them, creating a new concept and dealing with scope changes from time to time. Their team rolled with any changes to features and other aspects of the product.

Do you have any advice for potential customers?

I think Sidebench is great to work with. They’re super organized and flexible. Overall, they’re a great partner to have.

BACKGROUND

Introduce your business and what you do there.

I'm the head of brand management for Loot Crate, a subscription box company that curates and delivers fan goods relating to pop culture each month.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

We wanted to update our website with some new features and functionality, so we engaged Sidebench to help redesign it.

SOLUTION

What was the scope of their involvement?

During a discovery phase, they took some time to understand our business, objectives, and relevant data. Then they brainstormed, created some wireframes, and developed a scope of work for our executives to approve and provide feedback on. They've since been working to redesign many of our landing pages and the overall UX of our website.

What is the team composition?

We work with 6–8 people on their team at any given time, including a project manager, technical lead, a couple designers, and some QA testing engineers.

How did you come to work with Sidebench?

They were referred to us by other companies that had worked them before. We ultimately decided to work with them based on the strategy and vision they were able to come up with in initial conversations.

How much have you invested with them?

We've invested between $200,000–$500,000.

What is the status of this engagement?

We've been working with them since July 2018.

RESULTS & FEEDBACK

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

Sidebench designed a high-quality website that's been very well received internally thus far. We're confident they're going to deliver a product our customers will be very drawn to.

How did Sidebench perform from a project management standpoint?

They're very collaborative, attentive to client needs, and organized in their approach to managing projects. The way they track and measure progress has made the whole process relatively seamless, and they've also done a good job of adapting to the project management tools and processes we use.

What did you find most impressive about them?

Their attention to design details has been great; they've done a great job of iterating and incorporating our feedback. I also appreciate the way they've managed our expectations and taken a very organized, strategic approach to the whole process.

Are there any areas they could improve?

We had some challenges getting them access to all the information they needed in the beginning, but we were able to work it out relatively quickly.

BACKGROUND

Introduce your business and what you do there.

I'm a physician and researcher at a children's hospital.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

We hired Sidebench as a vendor to design and develop a web app platform from scratch for families to access care after discharge. 

SOLUTION

What was the scope of their involvement?

Sidebench participated in multiple focus groups with stakeholders including families and providers to create a web platform. Based on the results, they led an affinity diagramming workshop and created user personas to walk through how a family would use our system. We then went on to three rounds of design sprints with user testing to create the most approachable format possible. 

The team was deeply involved in key stakeholder engagement throughout the entire process. They did an excellent job of integrating comments and feedback from families and providers to create a very user-friendly skeleton for the application that meets a variety of user needs. The product includes a mobile app, which is the primary way it will be used. A different vendor built the backend.

What is the team composition? 

Sidebench assigned us a product manager as well as a UX and a UI designer. We worked with three core members of their team. 

How did you come to work with Sidebench?

Our colleague found Sidebench through a job posting and interviewed various members of their company. We reviewed several proposals and liked the one they put forth the best. They interviewed well, had extensive experience, and compiled a detailed budget. 

How much have you invested with them?

We spent around $48,000. 

What is the status of this engagement?

We've been working together since June 2018. Sidebench is almost done with their responsibilities for this project. 

RESULTS & FEEDBACK

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

I don't have quantitative feedback to share because we haven't completed the end product yet. Based on user testing we’ve completed, families really appreciate the platform’s thoughtful design. They find the platform very approachable and have commented on the product's excellent utility. 

How did Sidebench perform from a project management standpoint?

Sidebench has been incredible. Their project manager Nina (Product Manager, Sidebench) is absolutely outstanding. She arranges weekly status update calls to run through what we accomplished in the past week, our goals for the next week, and our timeline, budget, and projected burn rate. We conduct most of our communication by phone or email. 

What did you find most impressive about them?

I'm most impressed by Sidebench's communication skills. They're very considerate and genuinely invested in our project. Their support goes beyond a standard business partnership. They are truly committed to helping the families we hope to assist with this project. 

Are there any areas they could improve?

No, Sidebench has been wonderful. I really can't think of anything.

Do you have any advice for potential customers?

I would highlight Sidebench's attentiveness and excellent project management. I definitely encourage others to form a partnership with their team.

BACKGROUND

Introduce your business and what you do there.

As the director of digital engagement for a healthcare company, I find ways to digitize our analog methods of correspondence.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

To be more accessible to our patients, we wanted to offer our services on a digital platform. We needed a group of web developers who could translate our idea into a functioning site, while also navigating through our highly-regulated work environment.

SOLUTION

What was the scope of their involvement?

As our web developer and strategic partner, Sidebench’s objective is to refine our vision and co-develop a solution. Their first task is to conduct user research on our members to prioritize features and enhance the platform’s UX/UI. They will then move on to create an interactive prototype which they will use as a guide to build a complete website.

What is the team composition?

A product manager, a strategic partner, several UX/UI designers, and a few members of their creative and development teams comprised the 12-person group that was present during the kickoff meeting.

How did you come to work with Sidebench?

We crossed paths multiple times, but the most significant encounter was when our COO met their CEO at a networking event. Sidebench had worked on major healthcare-related projects with previous clients, so we were confident that they would be a perfect fit.

What is the status of this engagement?

They came on board in July 2018, and they’re still in the early stages of development.

RESULTS & FEEDBACK

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

The onboarding process has been extremely positive. Their team possesses all of the collaborative, strategic, and creative qualities that we were looking for in a partner.

How did Sidebench perform from a project management standpoint?

They’re exceedingly proactive in addressing concerns and finding ways to mitigate the issues. Their communication efforts are equally impressive, which gives us the impression that our success is their top priority.

What did you find most impressive about them?

Sidebench is one of the few web developers who can execute a healthcare website properly. Their technical knowledge allows them to develop effective web platforms, while their experience in healthcare helps them produce relevant features and content. Familiarity with other industries helps them design our site for optimal UX.

Are there any areas they could improve?

So far, we haven’t experienced any red flags. We’ve been thoroughly impressed by their professionalism.

BACKGROUND

Introduce your business and what you do there.

We offer managed healthcare services and cover a variety of specialty providers through our networks. I'm the VP of software engineering.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

When we first reached out to them, we were in the middle of building a comprehensive mobile app to help people manage chronic musculoskeletal pain. We had a previous version but wanted to flesh it out. Our internal development team could build it, but we wanted an outside consultant with the expertise to help us launch in the Google and Apple stores.

SOLUTION

What was the scope of their involvement?

As we worked through the initial app development, they reviewed items we were building. We took a hybrid approach to the app and wanted to reuse some of the material from our website. Our plan was to save time in development, but we wanted to make sure those pieces would clear Apple’s approval process. We developed all the features in-house, but they made sure everything we produced was done correctly and met a certain standard.

What is the team composition?

Our primary contact is one of their principals or senior engineers. We also work with other members of their team.

How did you come to work with Sidebench?

One of our VPs met them at a conference; they had quick chat about the areas we wanted to work on, and we brought them on as consultants.

How much have you invested with them?

We’ve spent between $25,000–$30,000 so far.

What is the status of this engagement?

The project started in June 2018 and work is ongoing.

RESULTS & FEEDBACK

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

Before the first release, they gave us a detailed list of areas to look at, improve, or address. We went through and made all those changes. Thanks to their input, Apple approved our app the first time, without any pushback or required changes. Without their help, we might not have met all of Apple’s requirements.

How did Sidebench perform from a project management standpoint?

Their project management is impressive. Whenever we reach out to them, they’re quick to acknowledge our message with an answer or a rough estimate of when they will review sections.

What did you find most impressive about them?

The relationship that we have is probably unique; most companies would push to do the development themselves. We only needed their know-how, and they were willing to accommodate us. Sidebench understands our agile environment and provides services we haven’t found with other companies.

Are there any areas they could improve?

From my interactions with them, I can't pinpoint anything that needs improvement.

BACKGROUND

Introduce your business and what you do there.

I’m the assistant deputy director at the L.A. County’s Department of Children and Family Services, the largest child protective services agency in the U.S. As a member of the 12-person executive team, I advise the director on public affairs, government relations, and program management.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

As a part of our efforts to build healthy relationships between the 34,000 children that we serve and their parents, we spend 2 million hours each year on coordinating 4 million hours of visitation. We hoped to resolve this administrative burden with technology.

SOLUTION

What was the scope of their involvement?

Sidebench was tasked with developing a single platform that encompassed the distinct needs of our 20 regional offices. We also needed them to produce a promotional video to get approval and funding from our stakeholders. They identified our different business models and built replicas of the frontend’s design and functionality.

The app has unique user paths for the three profile types, which are the requestor, the coordinator, and the monitor. A requestor summons a coordinator to schedule visitation hours, and the monitor is sent an alert. External parties can receive texts and respond with a confirmation or cancellation. Icons are used to track the status so that all parties are informed throughout the entire process. Court documents and case files can also be stored on the app. Sidebench is currently working with our information systems department on front- and backend integration.

What is the team composition?

The assigned project manager serves as our main point of contact, but we also interact with the tech lead and the strategic partner. They also have an in-house counsel who helps us navigate the contract, while their founder and CEO assists with our efforts to engage partners and funders.

How did you come to work with Sidebench?

We were introduced to them through a connection that we made at a tech conference. After reviewing their work, we decided that they would be the perfect fit.

How much have you invested with them?

The upfront design cost about $70,000. We plan to spend close to $375,000 for the second half of the project.

What is the status of this engagement?

They have been working with us since December 2017.

RESULTS & FEEDBACK

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

We recently presented their promotional video at a conference, and all of the social workers in attendance were moved to tears; everyone in the industry is excited for the time-reducing tool to be released. 

How did Sidebench perform from a project management standpoint?

The assigned project manager is highly proactive, so we’re able to assume a laissez-faire approach. They always meet the milestones that they mapped out at the beginning of the project, but we still hold weekly calls to track their progress.

What did you find most impressive about them?

They’re professional, comprehensive, prompt, and they deliver amazing work. 

Are there any areas they could improve?

We understand that adhering to the contract protects their bottom line, but a more flexible scope would be beneficial from a clients’ needs perspective.

BACKGROUND

Introduce your business and what you do there.

We are a private foundation that promotes comprehensive and accessible healthcare for adults with intellectual and developmental disabilities. We are a national grant maker that primarily issues grants which promote comprehensive models of service, cultural competency trainings, and supported decision-making within healthcare settings.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

Our headquarters are in Silicon Valley, so we see a lot of new digital health developments and technology releases. We want to be sure the disability community is included in the development of these new technologies. Our digital health initiative seeks to include the perspectives and experiences of adults with intellectual and developmental disabilities.

SOLUTION

What was the scope of their involvement?

Sidebench joined our digital health initiative for our Universal Design workshop, which allowed adults with developmental disabilities to give feedback to designers and developers. The workshop was a success, so we’re expanding it to a symposium and a project we’re calling Beta Day. The hope is to reach a broad array of representatives from tech companies and support them in beta testing their products with adults with intellectual and developmental disabilities. 

Our needs are unique among Sidebench’s clients, as they’re not developing technology for us. They provide insight into the way designers and developers think and are ultimately responsible for creating the educational components of the workshop. We want to make sure we speak to the tech community in the best way possible, so Sidebench delivers more content and better outreach. Their insight is strong, and they’re great to work with.

What is the team composition?

We currently primary work with Ben Nguyen (Director of Sidebench Health, Sidebench), Nina Ho (Product Manager, Sidebench), and two other members of their team. Lindsay Garet (Product Manager, Sidebench) was also very helpful to us during with the first workshop. 

How did you come to work with Sidebench?

We initially found them through a contact at USC. We worked with USC on a digital health project, and he introduced us to Sidebench. Since then, he’s been our main contact throughout this iteration.

How much have you invested with them?

In total, we’ve spent a little over $80,000, or around $40,000 for each workshop or symposium.

What is the status of this engagement?

Planning for the Universal Design pilot program started in January 2018. That workshop occurred in March 2018. We then started working on the Symposium and Beta Day in July 2018. Both events will be at the end of November 2018.

RESULTS & FEEDBACK

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

We measure the impact in one tangible way, namely how many companies or individuals in the tech space attend the workshop or symposium. The initial pilot program was going to be small, but we were very impressed by the number of designers and developers that participated. We were also pleased by the amount of feedback we received. For the upcoming symposium, we hope to ramp up the pilot program­—which had 18–20 participants–and make it larger. Ultimately, we hope for around 50 participants.

How did Sidebench perform from a project management standpoint?

Our primary communication channel is email, but we also speak on the phone every two weeks. They’re one of the most responsive companies I’ve ever worked with.

What did you find most impressive about them?

I’m impressed by their flexibility and speed. Disability inclusivity wasn’t really a part of their scope when we began conversations about our digital health initiatives, but they’ve come a long way to understand the community and stakeholders we serve. They’re very open to our needs and have a broadminded approach.

Are there any areas they could improve?

We don’t have any negative feedback at this time, but, since our partnership is ongoing, we may have more critical feedback at a later time.

BACKGROUND

Introduce your business and what you do there.

I’m the CIO of a venture capital firm that invests in early-stage tech startups. My role includes overseeing the internal IT and providing consulting services for clients within our portfolios.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

We needed to find a more professional way to present business data to our stakeholders, so we decided to develop a BI solution.

SOLUTION

What was the scope of their involvement?

The scope that we provided wasn’t clearly designed, so Sidebench produced a few product concepts for us. After a series of back-and-forth discussions, they moved on to develop a robust data aggregation platform with a sophisticated UI. The tool pulls internal and external data from Salesforce, Crunchbase, PitchBook, and other sources. We’re currently planning to build another aggregation tool that helps us mine the web for new talent in the tech industry.

What is the team composition?

We frequently corresponded with their partner and CEO Kevin Yamazaki, but their business analyst Chase Adams was our main point of contact.

How did you come to work with Sidebench?

We discovered them through an internal referral. Of all the companies that we reached out to, Sidebench had the most professional presentation.

How much have you invested with them?

We’ve spent $100,000 with them so far.

What is the status of this engagement?

Development began in July 2017.

RESULTS & FEEDBACK

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

We're often introduced to innovative technology, but Sidebench's data tool is one of the few platforms that we've adopted into our daily work routine.

How did Sidebench perform from a project management standpoint?

Their team had an unwavering amount of determination to achieve the project’s goals. Hoping to make a good first impression, they originally proposed a very time-consuming scope of work; fortunately, they were able to adjust the schedule with a more immediate launch date. Sidebench was very responsive to our needs and kept us updated with their progress via online tools like Smartsheet.

What did you find most impressive about them?

While other companies pitched their services from a sales perspective, Sidebench used their engineering expertise to explain how their services could resolve our issues.

Are there any areas they could improve?

Their pricing isn’t very clear, which caused a sticker shock when we received the first invoice.

Do you have any advice for potential customers?

It’s always helpful to test compatibility before solidifying a partnership; research the company’s philosophy and past work to determine if they’d be a good fit.

BACKGROUND

Introduce your business and what you do there.

At the time of the project, I worked at a venture capital firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sidebench?

We were building various technology platforms to help us manage our network of clients and our interactions with the network. We only had Salesforce administrators in-house, so we were looking for a company to create a business application and handle all of our custom integrations.

SOLUTION

What was the scope of their involvement?

They managed the entire process from designing to prototyping the product. Using node.js, HTML5, and other technology, they built a desktop application that was also mobile responsive. They automated a lot of functions on the backend and made it possible for us to capture data from the users and improve communication. Also, they integrated the app with Google and Bing. In total, they built three applications for us: one internal and two external facing apps.

They explained to me how InVision works and walked me through the entire process. They're good listeners and did an excellent job bringing my ideas to life. In addition, they performed product testing and continue to maintain the applications.

What is the team composition?

We worked with a product manager, a designer, and a number of engineers.

How did you come to work with them?

They're proactive in making recommendations and offer a strategic value rather than just execution. They're honest and efficient when it comes to thinking about business problems and marketing. In addition, we liked their design ideas and cost estimates, so we decided they were the right fit. 

How much have you invested with them?

We spent about $200,000. The first product they developed cost $30,000 and the second one was about $75,000. Our large software development project was close to $100,000, which was a great value for the size of the project.

What is the status of this engagement?

We started working with them in April 2014 and the project was completed in April 2016.

RESULTS & FEEDBACK

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

They've produced very high-quality products, making our job easier. It was as if they read our mind and then delivered exactly what we needed. With their help, we were able to hit our KPIs quicker.

How did they perform from a project management standpoint?

They're very hands-on, reliable, and thoughtful. They were always on time or they gave us detailed reasons as to why they had to change the timelines. We used Basecamp to keep track of the project.

What did you find most impressive about them?

They're smart, professional, and understand their clients. Some agencies are either very creative or good at implementation, but Sidebench is a perfect combination of both. They're innovative when it comes to business models, and at the same time, they're always looking out for their clients' best interests. Their primary focus is not on making money, which is why their clients end up with better products than they had expected.

Are there any areas they could improve?

No. I never had any issues with them.

Do you have any advice for potential customers?

Be clear at the beginning about whether you need help generating ideas or you already know what you're developing. Those will be two different processes. If you know what you're developing, they can execute on it. If you're not sure about the product, they can help you define your vision and then bring it to life.