Visual Logic

BACKGROUND

Introduce your business and what you do there.

I’m a product marketing manager for a machinery company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Visual Logic?

We had multiple systems that we were developing across the business. There were interactions between all of them, but they lacked a common user interface. We wanted to use Visual Logic’s expertise to create parity between applications.

SOLUTION

What was the scope of their involvement?

Visual Logic first created different personas for us to help us better understand the key customers we were going after with each application. After we chose key personas, we collectively interviewed customers that aligned with our personas. 

As a part of the interview, Visual Logic would conduct a usability study. They would aggregate the results of the usability studies, implement lessons learned into their mock-ups, and propose to our development team for implementation.

What is the team composition?

We usually worked with 3–4 people. Each brought something different, but they always had expertise around design and UI/UX.

How did you come to work with Visual Logic?

Visual Logic had experience working with another division of our business and had a strong reputation among colleagues.

What is the status of this engagement?

We worked together for about three years.

RESULTS & FEEDBACK

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

We had internal objectives — usability scores, net promoter scores, and the number of engaged users — and Visual Logic helped us meet every single one.

At a high level, they helped pull together a complex set of tools into an easy-to-use application for our customers. The product grew from having no userbase to being the dominant application in our industry in just a few years.

How did Visual Logic perform from a project management standpoint?

They did exceptionally well. A key to our collective success was that Visual Logic would participate in our Wednesday weekly meetings. Over 2–3 hours, Visual Logic would act as thought leaders alongside us, review the work we’re doing, bring in their models and mock-ups, and help us solve our UI problems, which was the biggest challenge in developing this very large application. Aside from our meetings, we communicated over phone calls and emails. They were on-site frequently, though, and always made time for an impromptu discussion.

What did you find most impressive about them?

First, their ability to simplify the complex stood out. Visual Logic helped us understand how we could eliminate steps, streamline designs, and maintain consistency across the ecosystem.

Second, Visual Logic challenged the status quo. They worked hard to understand our business and our customers' business, but when they sat down with us in meetings, they often challenged what we thought by bringing their own fresh perspective. It grew into a fond relationship where we could openly ask each other hard questions and come to a mutual understanding. At the end of the day, we both aligned around a common objective: benefit the customer.

Are there any areas they could improve?

Demonstrate your value to leadership teams on a regular basis. As a company, Visual Logic helped us realize the importance of end-to-end UI/UX expertise, but that led to bringing UI/UX development in-house. In hindsight, I wish I helped Visual Logic connect more directly with leadership to help showcase the value and efficiency they were delivering.

Any advice for potential customers?

Negotiate regular meetings as a team to review progress and the roadmap. In-person meetings, when possible, are critical to success.

BACKGROUND

Please describe your company and your position there.

I am the CEO of a insurance brokerage that employees 65 professionals in the midwest.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Visual Logic?

Our company has a division which sells insurance products directly to consumers. We knew our team needed to understand our overall customer experience and how it "felt" to do business with our firm. We also knew we needed to better segment our client base using data to tie to client needs.

What were your goals for this project?

1. Understand our cradle to grave customer experience
2. Define the experience we want to overcommunicate
3. Tie that experience to a customer persona to simply what customer segments may actually want

SOLUTION

How did you select this vendor?

We researched the landscape and were impressed with Visual Logic's hands on approach and commitment to make the project understandable for our team. Their reputation for delivering a quality project on time was important.

Describe the project in detail.

1. Overall analysis of customer experience including several "secret shopper" stop ins
2. Interviews with clients following experiences
3. Aggregated our customer data into personas
4. Helped developed packages and offerings for those personas
5. Helped define key areas that needed to be reinforced in our customer experience (educating not selling)

What was the team composition?

We worked with three members of the team, including the managing principle. He was hands on and coordinated with other members of the team who carried out the research and analytics.

Andrew VanFleet could decipher what we were saying our business problem was and then build the solution to learn more. He was our sherpa up the project mountain.

RESULTS & FEEDBACK

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

First of all, this project allowed us to "know what we didn't know" about how our customer service was perceived. Secondly, we invested in the educational aspects of our team delivering services.

All of this intel allowed that group to operate more efficiently and more profitably with rounding out new offerings to existing clients based on their personas.

How effective was the workflow between your team and theirs?

Seamless communication with regular updates on project milestones. In some areas, they had to prompt our team to keep pace with their time commitment to us. They kept the project moving toward deliverables.

What did you find most impressive about this company?

Creativity around problem solving.

Are there any areas for improvement?

None, great leadership and teamwork.

BACKGROUND

Introduce your business and what you do there.

I’m the technical product manager for Jack Henry. We’re one of the largest providers of banking services for banks and credit unions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Visual Logic?

We’ve had a lengthy relationship dating back to 2017, but I’ve only been working directly with them for one year when I switched to a different internal group. They work on automating our internal marketing division. We’re a fast-moving, iterative group that’s run like a startup, so we needed a team that could keep up with us. Because we’re a big company, we’re not used to the quick pace, but the marketing group does.

SOLUTION

What was the scope of their involvement?

Specifically, they’ve helped with continually updating sales materials including our group’s unique website, sales presentation, incredibly technical documentation for auditors. They’ve worked on a full breadth of things.

During the first couple of years — when I wasn’t working with them — I believe they were doing UI and UX work on some early products. Once those were going, they shifted into a sales and marketing services provider. This speaks to their range of capabilities. They’ve not only built some of our software but helped empower our sales team to have the information necessary to sell it. They’ve also helped us prepare our customers to position the software for resale to their customers.

What is the team composition?

We work with three individuals consistently, and I think they have one or two people behind the scenes as well.

How did you come to work with Visual Logic?

We had a prior relationship with one of the owners that was beneficial. They’re also a local business, so we had knowledge of them coming from the community. I’m not sure what the impetus was to engage them in 2017, but we’ve stuck with them for almost three years now.

How much have you invested with them?

We spend $350,000–$400,000 per year with them.

What is the status of this engagement?

We’ve been working together since July 2017.

RESULTS & FEEDBACK

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

One example is the due diligence documentation I talked about. Banks are under lots of pressure to show that they’ve done everything possible to be secure and that they’ve dotted all their “I”s and “T”s crossed. This means they get audited often and have to pull together information on all the services they use, including the 3rd-party services like ours. Visual Logic helped us put together a pre-canned package of all the things a bank or credit union would need to answer an auditor’s questions.

It’s a complex, complicated thing that Visual Logic made very visually appealing. We’ve gotten great feedback from financial institutions that have seen it or use it. I’ve personally been in pitch meetings where we’ve shown companies a documentation package we created just for them and they’ve taken huge sighs of relief. It’s a huge win for our customers.

Another example is the sales material they’ve helped us refine and better. We had old, terrible stuff on our sales team, but in the last six months alone we’ve generated dozens of new presentations specific to our products that have helped us sell like never before.

How did Visual Logic perform from a project management standpoint?

They’ve done incredibly well. They have a Slack channel within our company and we speak 3–4 times a week depending on what’s going on; sometimes we speak every day. Sarah (Senior UX Designer), who manages the projects predominately, is phenomenal, which takes a lot of my worries away. She does a great job of understanding what our business is. We treat them like part of our internal team.

What did you find most impressive about them?

Their level of involvement has made them part of our team. They took the time to understand what we were doing and that allows us to talk and communicate with them like a team member. We don’t have to re-explain things to them; it’s a seamless transition of knowledge that gets tasks done. They’re also great at taking what are sometimes very technical or complex ideas and turning them into stories anyone can understand, usually through written or visual representations.

Are there any areas they could improve?

I can’t think of any.

Do you have any advice for potential customers?

Treat them like a part of your team. Get them involved and knock down the walls between you. Don’t treat them like a 3rd party, because then the magic won’t happen.

BACKGROUND

Please describe your company and position.

I am an executive of AssistRx

Describe what your company does in a single sentence.

Accelerate patient access to therapy through technology and patient service solutions. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Visual Logic to accomplish?

• Improve UX/UI of provider portal
• Increase adoption and utilization of the platform
• Ensure the correct nomenclature and workflows are applied to the platform

SOLUTION

How did you find Visual Logic?

Referral

Why did you select Visual Logic over others?

• High ratings
• Great culture fit
• Good value for cost

How many teammates from Visual Logic were assigned to this project?

2-5 Employees

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

Visual Logic was engaged to lead a full-scale redesign of the iAssist platform, AssistRX's digital solution used for prescribing and managing specialty medications across 15+ therapeutic areas. The platform is highly regulated, requiring secure user authentication, and must support all user types and workflows across the specialties we serve. The project required strategic planning, in-depth research and user group testing, and an interactive design process to ensure usability, compliance, and functional integrity. Our primary account manager performed end to end UX/UI redesign, multi-phase user research, project management and readouts to key stakeholders, workflow analysis, nomenclature testing, security compliance and testing, and more. Key deliverables included: research artifacts such as interview protocols and summaries, persona and journey maps, usability testing reports across three phases of design; information architecture with a revised sitemap and user flow documentation, field inventory, wireframes and prototypes, including interactive prototypes for testing and demonstration purposes; final UI design system; front-end component usage and assest exports; ongoing design and QA support during development. 

RESULTS & FEEDBACK

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

Overall increase in user satisfaction, increase in utilization and transaction volumes, new entrants for branded workflows and improved revenue performance. Users experienced fewer errors and completed workflows faster, increasing form completion rates. 

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

Visual Logic did a great job driving the project forward and being flexible with our scheduling needs, if a specific item in the project was on hold due to a bottleneck on our end, our project manager would quickly adapt and find an alternative item to work through to continue the momentum. 

What was your primary form of communication with Visual Logic?

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

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

I was impressed by the level of detail and research data they were able to obtain to drive decisions forward. 

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

Cloned our project manager. 

BACKGROUND

Please describe your company and position.

I am the Product owner of Cargill

Describe what your company does in a single sentence.

Agriculture 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Visual Logic to accomplish?

• User interface design

SOLUTION

How did you find Visual Logic?

Referral

Why did you select Visual Logic over others?

• Great culture fit
• Referred to me

How many teammates from Visual Logic were assigned to this project?

2-5 Employees

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

Develop a UI strategy and help with market findings

RESULTS & FEEDBACK

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

Usable UI designs

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

Always on time and exceeded expectations 

What was your primary form of communication with Visual Logic?

Virtual Meeting

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

Talent is next to none 

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

Nothjng

BACKGROUND

Please describe your company and position.

 I am the Product Manager, ECommerce of a manufacturing company 

Describe what your company does in a single sentence.

National window and door manufacturing

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Visual Logic to accomplish?

• Leverage digital capabilities to drive growth
• Expand CX Capabilities in Support of Corporate Growth Strategy

SOLUTION

How did you find Visual Logic?

Referral

Why did you select Visual Logic over others?

• High ratings
• 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 Visual Logic were assigned to this project?

2-5 Employees

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

Build competitive advantage capitalizing on existing audience while partnering with local markets to establish digital tools as compliment to our business. 

Re-engage through exposing quote digitally; allowing customer to adjust cosmetic product attributes, features and quantity on their own time and closing online. 

Key Deliverables: 

• Customer Journey 
• Idealistic Wireframe 
• MVP Wireframe (based on current tech stack and solutions on how to evolve to idealistic state) 
• High-fi Designs

RESULTS & FEEDBACK

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

Attributed Revenue Direct Revenue (SaaS) Close Rate Optimized Marketing Cost Adoption within sales process

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

VL is a delight to work with-- based on your teams preference, they will incorporate themselves into existing processes or own stand-alone. Communication is a strong suite-- never once did team go over hours or budget; there were times we approached our limit but transparency was key. 

Based on business need, we were able to re-evaluate expectation and move forward.

What was your primary form of communication with Visual Logic?

• Virtual Meeting
• Email or Messaging App

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

VL was an extension of our team-- There have not been many 3P solutions I have worked with that I cared for as deeply as my team. They engaged, brought ideas, and were just as passionate as our FTE.

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

Honestly, no.

BACKGROUND

Please describe your company and position.

I am an executive at Compassion International

Describe what your company does in a single sentence.

We are a child-based advocacy ministry that uses a 1 to 1 sponsorship model to break the cycle of poverty for children around the world.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Visual Logic to accomplish?

• Create a better user interface/user experience for our workforce
• Decrease training time and time on task due to user-friendliness of new UI
• Design with usability heuristics in mind

SOLUTION

How did you find Visual Logic?

Was not part of the selection process

Why did you select Visual Logic over others?

Was not part of selection process

How many teammates from Visual Logic were assigned to this project?

2-5 Employees

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

The scope of work was to provide a "North Star" for us to shoot for given our current technology platforms and any constraints that we might run into. That required extensive persona mapping and user observation to make sure we would deliver what was needed by our users. Key deliverables were wireframes, persona documentation, and observation feedback from sessions conducted with users.

RESULTS & FEEDBACK

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

We were able to complete the first iteration of our new UI in October--soon to be delivered to our users in November and December 2023. We will continue to work on future iterations with the research and usability heuristic guidelines that were instilled by VLG. We also have extensive documentation that we can refer back to and keep us on target as we move forward.

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

Always on time with deliverables, quick to respond, and sensitive to constraints that we had architecturally and could adjust models/recommendations accordingly. Easy to work with, great communication, dedicated to the project, and impressive work ethic.

What was your primary form of communication with Visual Logic?

• Virtual Meeting
• Email or Messaging App

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

Working with VLG has probably been one of the best contract/vendor interactions I've ever had. All around just impressed by UI/UX knowledge and expertise and the wealth of insight and direction they brought to the table. They did a phenomenal job!

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

Nothing to add. Keep doing what you're doing!

BACKGROUND

Please describe your company and position.

I am the Product Marketing Manager of Compassion International

Describe what your company does in a single sentence.

Compassion International exists to release children from poverty in Jesus' name.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Visual Logic to accomplish?

• Increase digital transactions (over paper forms) to reduce risks and improve user experience
• Develop a user-friendly, mobile first check out experience for live event attendees.

SOLUTION

How did you find Visual Logic?

Referral

Why did you select Visual Logic over others?

• Pricing fit our budget
• Great culture fit
• Referred to me
• Company had worked with them on other projects with high degrees of satisfaction and success.

How many teammates from Visual Logic were assigned to this project?

2-5 Employees

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

Visual Logic was engaged to deliver on two key streams of work: 

1. Refine the existing checkout flows to be unified and mobile friendly. 
2. Reimagine the customer and user experience of learning about and choosing a child for sponsorship, the checkout process, and encouraging more sponsorships and add-ons through passive involvement, education, and intrigue. 

Key Deliverables: 

• Protopersonas - descriptions of the target audience to help direct the design philosophy. 
• Journey (or Mental Model or Service Blueprint) - charting the customer’s actions, decisions, and mental modalities for the selection and checkout process. 
• Mobile Framework - sketches of the basic templates, site navigation, and interactions needed to complete the journey above. 
• Wireframes - low fidelity screen designs for the “sunny day” workflows with internal validation 
• High Fidelity screen designs - final digital outputs and layout specifications to be used by development.

RESULTS & FEEDBACK

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

Visual Logic met the deliverable schedule and came in under budget on our project in terms of hours spent. Our internal teams were highly satisfied and the final checkout cart delivered our highest digital response rates in history. We were highly satisfied.

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

Visual Logic delivered on time and was responsive to shifting (internal) priorities and needs throughout the project. They were very easy to work with throughout the engagement and delivered a high quality of work from day 1.

What was your primary form of communication with Visual Logic?

• Virtual Meeting
• Email or Messaging App

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

• Integrity 
• Professionalism 
• Ability to quickly diagnose an issue and move from idea gathering to customer-centered solutions.

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

None that I can think of. We were highly satisfied.