Urban Insight

BACKGROUND

Introduce your business and what you do there.

I am the principal city planner and manager at the Los Angeles Department of City Planning. I head the office of resources.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

We created a new office in 2006 and created the first full-service historic preservation office for the city of Los Angeles. At the same time, we were launching a major project called Survey L.A., a citywide survey of historic resources. We needed a web presence for both the office and the survey.

SOLUTION

What was the scope of their involvement?

Urban Insight designed and developed both websites for us. Their team used a Drupal CMS for both websites. We worked very closely with them on the overall structure of the site and provided some text content. They took the lead on the visual design of the sites. Our teams worked together on creating an outline and overall navigation structure and they built that out for us. 

Urban Insight also made sure that we were in compliance with the accessibility standards so that users of differing abilities could access the site’s information. This project was done in conjunction with the Getty Conservation Institute. They also provide periodic updates and upgrades. We did one significant upgrade back in 2012 as well as a redesign of the site.

What is the team composition?

We work with 3–4 members of the Urban Insight team, including Chris (CEO, Urban Insight), who was involved throughout. 

How did you come to work with Urban Insight?

I knew Chris professionally through some of his work with other urban planning organizations. Urban Insight had done some sites relating to urban planning and development work in Los Angeles so it seemed like they were the best fit for the substantive information that we were conveying. 

How much have you invested with them?

We have invested between $100,000–$250,000.

What is the status of this engagement?

Our engagement with Urban Insight ran from March 2007–September 2019.

RESULTS & FEEDBACK

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

Urban Insight has the unique ability to help organizations distill complex information in a way that’s compelling and digestible to the general public. They have a strong knowledge of the field and are up to date on current techniques and web design. 

We consistently got very positive feedback on our website, from its design to its navigability. We also got an award early on from the American Planning Association for innovative use of technology. Survey L.A. got a national planning award for our overall public outreach program. The public feedback has also been positive. 

How did Urban Insight perform from a project management standpoint?

Their team is easy to work with, accessible, and responsive. Whenever we had challenges, perhaps something not working properly on the site, we found them to be consistently responsive to our needs. 

I certainly didn’t know about what it takes to deliver a large and complex website for an organization such as ours. They laid out a project management approach and schedule for the development of the site. They delivered it on time and on budget and then provided ongoing maintenance. 

What did you find most impressive about them?

They not only created a visually compelling website, but they understood the context of our work. Urban Insight could make suggestions in the development of the sites that strengthened our web presence. They had a deeper understanding of the role of our organization in shaping a city, especially one as complex as Los Angeles.

Chris brings not only knowledge and expertise on how to design a website, but also how the content we’re trying to deliver is impacting the life of our city. That gives their worth a depth and sophistication that just the general web developer would not have been able to bring.

Are there any areas they could improve?

No, they did a great job.

BACKGROUND

Introduce your business and what you do there.

I’m a client engagement manager for Affirma Consulting, a full-service digital agency that specializes in .NET dev. I manage and facilitate relationships that already exist within our company and pursue those businesses. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

One of our clients wanted a new web implementation on Drupal, so we began looking for a partner with experience in that CMS.

SOLUTION

What was the scope of their involvement?

Our end client was redesigning a government website that contained publicly available records about a nuclear site cleanup. Urban Insight mainly replicated the same functionality and design from the old CRM onto Drupal. They implemented new features, such as a complex search function that utilized Alfresco and Solr. They also do some creative design and changes to graphics to get better usage, but the bulk of the project is Drupal implementation. 

What is the team composition? 

They provide a team of four people.

How did you come to work with Urban Insight?

I asked numerous colleagues for references, and our COO knew someone who worked at Urban Insight. I contacted about four different firms, and we chose Urban Insight because of our connection to them and also because they seemed to be the most capable resource.

How much have you invested with them?

We’ve spent between $90,000–$100,000.

What is the status of this engagement?

We partnered in September 2018, and the work is ongoing. 

RESULTS & FEEDBACK

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

They’re incredibly capable and easily adapt to different environments. Our project involved a complex security system and numerous roadblocks, but they worked hard to find solutions and deliver what the client was expecting. The final product should go live within the month.

How did Urban Insight perform from a project management standpoint?

We mainly communicate via web conference, but they did come on site for a kickoff at our client’s request. I never had a question about what was happening because they always had a clear outline and consistent communication.

What did you find most impressive about them?

We heavily prioritize client satisfaction, and Urban Insight holds the same standards, embracing the client’s needs. Instead of providing a prepackaged approach, they took time to understand the problem and deliver a tailored solution.

Are there any areas they could improve?

The initial collaboration was a bit difficult, but that was more because of the project constraints and not because of Urban Insight.

Do you have any advice for future clients of theirs?

Be transparent about what you want because they’ll commit to delivering meaningful results.

BACKGROUND

Introduce your business and what you do there.

I’m the senior vice-president of Miracle Mile Residential Association, a nonprofit that represents homeowners and renters in the Miracle Mile Community in Los Angeles.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

About five years ago, we realized we were woefully behind the times. We were still distributing paper flyers door-to-door and we couldn’t stay ahead of the issues we need to inform people about. We brought Urban Insight on to bring us into the 21st century digitally and hold our hand through the process.

SOLUTION

What was the scope of their involvement?

They created a digital identity that consists of a WordPress site, an email system, and integrated social media accounts. Residents can reach out to us with urgent issues like a pothole or a broken street sign without using our personal emails. They can also contact a local politician, agency, or commission with the click of a button. Internally, Urban Insight implemented a MailChimp system that lets us send out our newsletter.

They’ve also encouraged us to take advantage of social media by creating a Facebook page, a Twitter account, and a YouTube channel. These systems are fully integrated so users can see YouTube videos on our website, and if we post something there, it also shows up on Facebook and Twitter.

What is the team composition?

I work with Chris (CEO, Urban Insight) and 4–5 other people.

How did you come to work with Urban Insight?

They were connected with another nonprofit organization. We looked at work they’d done for other nonprofits and knew they were the right partner.

What is the status of this engagement?

We’ve been working together since April 2014.

RESULTS & FEEDBACK

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

They’ve helped us become very effective advocates. Phone calls are starting to be returned, and when we go downtown to City Hall, they know who we are from our newsletter. Other community nonprofit organizations in LA reach out to us for advice because they see what we’ve done and think we’re experts. We’re even receiving interest from young people through our social media accounts who we wouldn’t have been able to reach before.

MailChimp has incredible at keeping our residents informed, and it even helped us create a historic district to protect our neighborhood. That was a long, arduous battle we would have lost without Urban Insight. Our email list has grown from 176 to over 2,700 people, and our open rate is 45%, whereas the average nonprofit sees only 20%.  

How did Urban Insight perform from a project management standpoint?

I communicate with Chris through email, and if something is particularly complicated, I’ll talk to him in person. They’re great project managers, but they’re tactful about it and never overbearing. They understood our unfamiliarity with technology so they set up the website and made sure we were comfortable with it before adding bells and whistles. I've never felt overwhelmed.

What did you find most impressive about them?

They’re very thorough and they do a wonderful job of bridging the generational divide. We barrage them with many questions and they’re nothing but patient. Now that the site is up and running, we understand its value and are proud of what it enables us to do.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a small civic tech firm. We provide tools to local governments to engage their citizens in planning efforts and updates. Our users can navigate the apps to provide information and feedback.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

We identified a new need in the market for an app that allows our clients to publish documents and draft reviews. We needed help designing a fully functional version one of an app. Since our small staff lacked the expertise to build something ourselves, we needed an agency to help us.

SOLUTION

What was the scope of their involvement?

We knew what the product should look like, and they helped us in the requirement phase to translate our concept into a fully functional design to sell to our clients. The final product is a web app that is responsive on all devices. A lot of our users have strict usage requirements, so a native app wasn’t possible.

From past experience, we knew that Drupal was the right solution for this project, and we wanted something we could maintain ourselves once the project was complete. The system allows users to upload PDF documents, and there are multiple document management features built into the web application. Users can publish PDFs and comment on other users’ documents. There are other facilitation, reporting, and management features for each possible scenario.

What is the team composition?

The core team was a technical project manager, a lead developer or engineer, and a lead designer. All of our communication went through the project manager.

How did you come to work with Urban Insight?

We knew going in that they had a strong project management approach, which was a key selling point. We also knew they were a leader in Drupal development and came highly recommended. They anticipated every issue and were always several steps ahead.

How much have you invested with them?

We spent between $90,000-$110,000.

What is the status of this engagement?

We started working together around January 2017, and we released version one to our clients in August or September 2017.

RESULTS & FEEDBACK

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

We gained a tool that we could immediately turn around and sell to clients. We’re really happy with the version they delivered. Once we started maintaining it ourselves, we recognized how well designed it was. It’s a robust product that can handle the volume of documents and requests we receive.

How did Urban Insight perform from a project management standpoint?

They were great project managers, and their communication was immediate. We had an open rapport with the project manager, and they addressed everything within a concise process. They always followed up and were thoughtful about upcoming challenges. We were positively surprised by their level of proactivity and forward thinking.

What did you find most impressive about them?

Aside from their project management, their technical leadership in the Drupal community is a strength. Their experience was critical to our project’s success.

Are there any areas they could improve?

They were more expensive than some of the other firms we considered, but they were worth it. We didn’t have any hassles or bugs when they handed the app over to us, and we’re very pleased with the results.

BACKGROUND

Introduce your business and what you do there.

I’m the IT director at the Sol Price School of Public Policy at the University of Southern California (USC).

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

Our university was using a 20–30-year-old student information system. It wasn’t flexible enough to track all of the new data we wanted to aggregate, like how students were recruited or if they were ultimately admitted. We needed to design a database that interacted with the existing system, but also allowed us to collect more information.

SOLUTION

What was the scope of their involvement?

Urban Insight collaborated with our student affairs department to engineer an internal-facing enterprise system. Our team described the type of information they wanted to aggregate and where to find it. Through a back-and-forth process, the Urban Insight team collected our existing data and submitted it to our student affairs people. They would adjust the information and add more data fields for additional tracking.

The finished solution imports all of our data from the legacy system in conjunction with the new data we’ve added. The database is managed within a web application, and any major changes made to the information are implemented across the system. This allows our staff and recruiting officers to follow the students’ application process more efficiently. The Urban Insight team used a SQL server for the backend and other web tools for the frontend.

We currently have them on a maintenance agreement. They handle any major tweaks for the system. Whenever we update our internal databases, they make sure all of the data is flowing correctly. They’ve also made changes to our reporting structure, adding and subtracting data at our request. Just recently, USC upgraded all of our servers, including the one that supports this tracking system. Urban Insight handled the entire migration and reviewed the code to make sure it was still operating correctly.

What is the team composition?

We’ve worked with about four people from Urban Insight. We have one main point person for our day-to-day needs, and we also have access to the owners. Depending on the task at hand, they’ll bring in specialists to augment the core team.

How did you come to work with Urban Insight?

Urban Insight was already working with USC before I started with the school. The CEO is an alumnus. They’d previously helped design the school’s website and then stayed on to provide maintenance. When this specific project arose, we just reached out to them. The relationship has grown organically from there.

How much have you invested with them?

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

What is the status of this engagement?

We started working on this project in June 2008, and it’s an ongoing relationship.

RESULTS & FEEDBACK

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

Our administration loves it, and we’ve received minimal performance complaints over the years. It’s still working for us, so it’s been a great investment. We’ve introduced the system to other schools, and they’ve adopted it into the operations.

Urban Insight's technical abilities are highly valuable. We appreciate their focus on security. They assembled three protective layers to guard the system, which really reduces my stress.

How did Urban Insight perform from a project management standpoint?

They are very thorough in planning each project. Strong organization skills are a key strength of their entire time. We have a collaborative relationship with Urban Insight. We usually meet at USC’s campus. Beyond that, we communicate through emails and phone calls.

What did you find most impressive about them?

They are professionals that deliver on everything they promise. They’ve never dropped the ball on anything we ask them to do. I’ve built a lot of trust with their team.

Are there any areas they could improve?

I have no major complaints about their services. Simply put, our experience has been great. We’ve worked with them for many years, and we’ve watched them evolve. The quality of their work has remained the same across each project. I credit this to the CEO’s leadership skills.

BACKGROUND

Introduce your business and what you do there.

I'm the director of executive education at a university.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

We needed a company to help us create an online assessment tool.

SOLUTION

What was the scope of their involvement?

We provided the narrative for some pieces and the parameters on how we wanted to see the scorings transpire. After that, they helped us develop a 360-degree assessment, taking charge of both the interface and the backend. The participants will be able to fill out the assessment electronically on their smartphones, laptops, or computers. At the end, the tool generates a report, so we can gather the feedback and share the report with the participants. The platform is built in both Drupal and WordPress.

What is the team composition?

We mostly work with their principal and our project lead.

How did you come to work with Urban Insight?

Our university's IT department recommended them.

What is the status of this engagement?

We started working with them in June 2016 and we launched the tool last year. We're still incorporating some features, so the relationship is ongoing.

RESULTS & FEEDBACK

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

The tool is user-friendly and we had very few errors after the initial beta testing. Students who use the tool are all non-degree students, and they really appreciate the interface. The process is easy and there are some reflection questions, so the tool can be used as a living document. It's more than just getting a cold report at the end.

How did Urban Insight perform from a project management standpoint?

I'm not an IT person, but they help me understand all the different pieces, making the process easy. They were also very realistic about some of the possible issues that might come up, particularly during beta testing. We have monthly meetings over a web conference site and they've always kept us on track with the project.

What did you find most impressive about them?

They're very professional and help us keep the project moving forward despite the glitches from our side. That is something that happens rarely among contractors (I’ve worked with many different companies).

Are there any areas they could improve?

Not on this project. Any delays that happened were our fault.

Do you have any advice for potential customers?

Have a clear vision of where you're headed. They're experts on the technology side.

BACKGROUND

Introduce your business and what you do there.

I’m the director of housing for the City of Los Angeles. My work is focused on affordable housing strategies in Los Angeles.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

We were developing a virtual think tank focused on housing policies in our city. We needed help creating the website prototype.

SOLUTION

What was the scope of their involvement?

We began the project by defining our requirements with Urban Insight. Together, we conducted a few focus group sessions to determine appropriate site content. From there, we refined the information and sources that we found relevant and valuable for our users. Their team began developing the prototype based on the user information we compiled together. Once they built the page, we conducted a series of user tests and came to a final prototype.

What is the team composition?

Our main point of contact was Chris (President, Urban Insight), he provided oversight on the project. They assigned two project managers—one was a software designer, and the other was a graphic designer.

How did you come to work with Urban Insight?

Chris has been very involved and well-known in the urban planning and technology space, so his company was in consideration with a few others. After reviewing Urban Insight’s response to our RFP, we felt they were superior to the rest and it was a clear choice for us.

How much have you invested with them?

We spent $25,000–$30,000 on their services.

What is the status of this engagement?

We began the project in December 2016 and finished in August 2017.

RESULTS & FEEDBACK

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

Because this was a scoping and prototyping project, there aren’t many qualitative results. However, their work helped us internally—they opened our eyes to the possibilities and complexities of building a think tank. They showed us many different avenues to pursue, which helped us come to the right decision.

How did Urban Insight perform from a project management standpoint?

Since the majority of Urban Insight's team was working remotely, they provided an online management system for communication and planning. All meetings took place on this system in a group setting. Their management tool enabled us to share all documents, information, and track project history. Everything was organized in one place and available for everyone to access. On top of this, they were extraordinarily responsive and brought many remote workers together.

What did you find most impressive about them?

They gave the project momentum and made sure the work was advancing consistently. They were always interested in contributing to our ideas—it was a collaborative, well-organized process.  

Do you have any advice for potential customers?

Urban Insight is the right choice if you’re a creative thinker looking for a firm to bring structure and momentum to your ideas. They have a strong ability to keep you on the right track while letting your creativity lead the way.  

BACKGROUND

Introduce your business and what you do there.

I’m a senior research analyst for an investment management firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

We used an Excel-based tool to assess portfolio risk for both ourselves and our clients. The system also functioned as a sales tool that helped us illustrate the competitive landscape. Eventually, the system reached the technological limits of Excel and required us to expand. We needed a development firm to build a web application with more advanced features and the capacity to support multiple users simultaneously.

SOLUTION

What was the scope of their involvement?

Using Angular, Urban Insight rebuilt our Excel tool in the form of a web app. They’re also integral to the design and integration of the website’s frontend. Their creative input includes how to display data, the site’s dashboard, and other graphical elements. We provided the previous Excel build and a rough outline of how we imagined the web app to look. However, we didn’t create any detailed wireframes for them to work from.

What is the team composition?

We primarily communicate with a project manager, but their designers and developers are also present during over-the-phone meetings. We interact with 5­–6 team members in total.

How did you come to work with Urban Insight?

I searched online for web developers located in a particular area. Google led me to Clutch where I read reviews and considered a variety of firms. Urban Insight stood apart from similar vendors, so we hired them.

How much have you invested with them?

We’ve spent $150,000–$200,000 thus far.

What is the status of this engagement?

We started working together in January 2018. We’re nearing completion, but the project is currently ongoing.

RESULTS & FEEDBACK

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

The web app functions excellently in its current iteration. We’re highly impressed with the intuitive design they’ve been able to deliver.

How did Urban Insight perform from a project management standpoint?

Everyone that interacts with Urban Insight appreciates their project management skills. They do a great job of communicating and keeping the project on track. We had several in-person meetings when the project began, but we usually interact via phone, email, WebEx, and Basecamp.

What did you find most impressive about them?

Their engineers are honest, helpful, and open regarding best practices. They’ve guided us through the process, but also remain flexible and will consider new ideas. Overall, it’s been a positive experience and we’ll likely work with them in the future.

Do you have any advice for potential customers?

Be well-prepared at the start of the engagement by outlining a detailed vision of what you want to accomplish. Trust Urban Insight to fill in the gaps and provide the expertise your project requires. Also, don’t be afraid to ask questions. They’re experts and will guide you in the right direction.

BACKGROUND

Introduce your business and what you do there.

I’m the assistant vice president of technology and digital media at the Los Angeles County Museum of Art. I oversee our websites, mobile applications, media production, information systems, Wi-Fi networks, software, and hardware acquisitions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

They maintain and develop our two primary websites, and one mobile application.

SOLUTION

What was the scope of their involvement?

Their range of services includes frontend web development, contracting, and cross-platform app development on Android and iOS. Projects start with high-level kickoff meetings where we discuss how development fits into the museum’s mission.

For the mobile app rebuild, we collaborated and provided in-house resources. Our team handled the UX/UI and graphic design, setting project deadlines for them. We passed off mockups and wireframes, which they implemented. They also built the communication between the LACMA website, the CMS, and the mobile app. The mobile app is now powered with content from a single source.

They also built a custom online ticketing site that interacts with our Tessitura software and onsite CRM. They provided us with UX input and executed frontend and backend integrations for Tessitura REST API. Their team supplemented internal resources as well because we experienced significant turnover. They also collaborated with our Tessitura web consultant.

Currently, they’re redeveloping our Drupal site. We produced technical mockups and wireframes and I provide input on Drupal workflows because many backend responsibilities will shift to in-house post-launch. Their team advises us on Drupal functionalities and best practices.

They’re also helping us migrate to Amazon Web Services (AWS). In addition, the team audits the architecture to identify cost-saving measures.

What is the team composition?

I interact with 10 people. The team includes a project manager, frontend developer, and separate Android and iOS specialists. Our previous frontend developer is now a high-level engineer. Last year, we got a second project manager when the first one retired.

How did you come to work with Urban Insight?

I don’t know; I joined the company after LACMA hired them.

How much have you invested with them?

We spend between $100,000–$150,000 per year.

What is the status of this engagement?

Work started in January 2013 and is ongoing.

RESULTS & FEEDBACK

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

The ticketing system was well-architected, lightweight, and scalable. We now use it for high-traffic sales events. Users responded positively to its reliable performance for the last three events.

How did Urban Insight perform from a project management standpoint?

Initially, we set a very optimistic launch date. As a result, they established limits for response time to preserve the schedule. Their comprehensive management resulted in quick turnarounds.

Both project managers have estimated timeframes and costs accurately. Their holistic view – of deadlines, goals, and priorities – makes engagement convenient for our team. They are reliable and leverage documentation effectively.

We meet or hold Zoom calls on a bi-weekly basis. We use Wrike for high-level project planning and Manuscript for tracking.

What did you find most impressive about them?

The managers listen intently and have asked relevant questions about our business and stakeholders. Prices are competitive, but not low. However, most cheaper vendors don’t have their level of service.

Are there any areas they could improve?

No, I don’t think so. The transition between project managers was successful. Proactively, they learned Tessitura in an efficient manner, even though it’s less common outside arts and nonprofit institutions.

Do you have any advice for potential customers?

The dual development and project management roles benefit the relationship. Our in-house managers collaborate well with their counterparts. Given the higher prices, it’s worth engaging them for both services.

BACKGROUND

Introduce your business and what you do there.

I am the director of technology for a planning, design, communications management, and technology firm focused on government clients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Urban Insight?

We bring them on whenever we need a solid technology partner, specifically for projects related to web technology and Drupal CMS.

SOLUTION

What was the scope of their involvement?

Their involvement ranges from initial technical architecture to identifying specific features and functionality of the website. They also manage our hosting requirements and do responsive design and development in Drupal.

Sometimes we provide conceptual design and they build the wireframes to match; other times they take our designs and create responsive templates to implement. For a recent project, they developed a map-it tool that allows users to comment via a Google map. The function acts as a discussion forum where we can gather comments and manage them via our backend.

We’re working on another project with them now that is exceptionally innovative. It allows us to import InDesign files directly into Drupal. We can take a print document and turn it into a webpage with very little additional effort.

What is the team composition?

I work with four members of their team on a regular basis. There are about eight indirect members on the team, but I can communicate with developers and designers directly.

How did you come to work with Urban Insight?

When we first started doing web technology work for urban planning, there weren’t many teams that had the same focus. We met Urban Insight at conferences and got familiar with them. We speak the same language, which drew us together. It’s a good partnership.

How much have you invested with them?

We’ve worked with them on a variety of projects. Last year, they collaborated with us on three five-figure projects. Our total expenditure fits within a $200,000–$1,000,000 range.

What is the status of this engagement?

We’ve worked with them intermittently since 2001. We started a large project in March 2017 and other work is ongoing.

RESULTS & FEEDBACK

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

The feedback has been really positive. All of the work they do is really impressive.

How did Urban Insight perform from a project management standpoint?

Their project management is really solid. They say they’re going to do something and then do it. They’re really good communicators and they hold themselves accountable.

We occasionally meet in person, but we mostly hold weekly meetings on Zoom or Basecamp. It’s nice to see a face as we talk.

What did you find most impressive about them?

They have really positive energy and take a can-do approach.

Are there any areas they could improve?

There’s always an area for improvement, but I honestly can’t think of anything specific I would change.

Do you have any advice for potential customers?

Don’t hold back if you have ideas or questions. They are responsive and will give you what you want if you stay engaged with them.