XO Agency

BACKGROUND

Please describe your company and position.

I am the Digital Communications of Virginia Garcia Memorial Health Center

Describe what your company does in a single sentence.

Virginia Garcia Memorial Health Center provides high quality, comprehensive and culturally appropriate primary health care to the communities of Washington and Yamhill counties with an emphasis on migrant and seasonal farmworkers and others with barriers to receiving care.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Make It Easy for Patients and Community Members to Use
• Support Access to Care and Services
• Strengthen Internal and External Communication

SOLUTION

How did you find XO Agency?

Referral

Why did you select XO Agency over others?

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

How many teammates from XO Agency were assigned to this project?

2-5 Employees

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

Redesign the Virginia Garcia Memorial Health Center website to better serve patients, staff, and community members by making the site easier to use, more informative, and more aligned with VG’s mission, values, and services. 
Page Templates & Layouts - Custom layouts for clinic pages, provider bios, FAQs, outreach, and more.
Navigation & UX Design - Clear menus, headings, and icons to guide users through the site.
Provider Bio Template - Consistent structure and format for current and future bios.
Clinic Directory - Location finder with hours, services, and contact info.
MyChart Access Instructions - Clear guides for web, phone, and tablet.

RESULTS & FEEDBACK

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

Improved Access to Care:
Increase in MyChart usage (sign-ups, logins, messages sent)
Decrease in calls for basic info (clinic hours, directions, forms)
User Engagement
Increased time on site and lower bounce rate
More pageviews on key resources (locations, SBHCs, outreach, FAQs)

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

The website redesign project had a flexible timeline and included regular check-ins and collaboration. Most tasks were completed on time or even ahead of schedule. The team was quick to respond to feedback from internal stakeholders and clinic teams. They listened to patient-facing staff to ensure the site met real-world needs. They welcomed suggestions during review rounds and made quick changes to reflect VG’s tone, values, and mission. Requests for features, like icons for better navigation or a structure for Spanish content, were handled thoughtfully and efficiently. When new needs came up, the project team adjusted the scope and layout to include them. They documented systems and processes, like how to update bios or upload new resources, so internal teams could maintain the site confidently in the future. Weekly or biweekly meetings kept the team aligned and allowed for discussion and decision-making. Tasks were assigned to specific owners with defined timelines.

What was your primary form of communication with XO Agency?

• Virtual Meeting
• Email or Messaging App

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

What impressed me most about this company was how they listened to us as a client and to the needs of our patients and community. They didn’t just redesign a website; they helped us tell our story in a way that felt honest, approachable, and mission-aligned.

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

While we understand that the project began with teams in different states, looking back, it would have been helpful to hold in-person meetings with key staff during the early planning stage.

BACKGROUND

Please describe your company and position.

I am the Clinical Services Supervisor of a public health clinic.

Describe what your company does in a single sentence.

Public service

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Create a new brand that expresses/supports our mission, clients we serve, and community

SOLUTION

How did you find XO Agency?

Referral

Why did you select XO Agency over others?

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

How many teammates from XO Agency were assigned to this project?

2-5 Employees

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

Well-establish Public Health clinic in need of a new name, tagline, and recommendations for branding to better represent how we serve the community, and the amazing work the clinic staff does every day

• Documentation review of existing health center materials
• Competitive/category review exploring common and effective approaches used in similar categories
• Group interview/workshop bringing together key stakeholders to explore options for how the name could change and explore brand differentiators
• Presentation of top 3 names with details of utility and aesthetic ranking.
• Brand messaging. Value proposition and tagline (or other of similar effort and value) included in presentation deck.

RESULTS & FEEDBACK

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

We have a new name and tagline that the community and our team are excited about. The tagline in particular is a HUGE gamechanger. It represents our work and the populations so well, as it is inclusive and approachable.

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

Yes, Scott and Derek always delivered items on time. They were very responsive to emails and phone calls. We were always updated on their progress, and appreciated them following-up with us, when we got caught up with other things. They were kind, helpful and supportive.

What was your primary form of communication with XO Agency?

• Virtual Meeting
• Email or Messaging App

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

We loved their collaborative session with different from our organization. It was fun, creative, and really helped us dive deep into what we were looking for in a new name. An interactive online white-board with fun pictures, and games? Who would have thought? XO Agency really listened to our needs and wants with this project and delivered what we were hoping for and then some. 

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

No.

BACKGROUND

Please describe your company and position.

I am a manager at OIA Global

Describe what your company does in a single sentence.

OIA Global delivers resilient supply chain solutions that adapt to a dynamic world. As a trusted partner for leading companies across the globe, we provide exceptional service with sustainable results.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Redefine Brand Messaging

SOLUTION

How did you find XO Agency?

Clutch Site

Why did you select XO Agency over others?

• High ratings
• Close to my geographic location
• Pricing fits our budget
• Great culture fit

How many teammates from XO Agency were assigned to this project?

2-5 Employees

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

• Mission and purpose statements
• Refined values
• Cultural maxims
• Category label and description
• Value proposition
• Internal facing headlines/value statements
• Internal employee manifesto
• Office signage
• Employee team building workshops
• Video script and storyboard
• Corporate playing card deck

RESULTS & FEEDBACK

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

• Strategic alignment for our global leadership team
• A high level of employee engagement with project surveys, workshops, and launch
• A high level of employee satisfaction with project deliverables
• Project phases completed on time and within budget

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

XO Agency is a productive business partner who asks thoughtful questions, validates direction, responds quickly to change, provides weekly project status updates, and delivers on time.

What was your primary form of communication with XO Agency?

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

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

XO Agency's transparency and expert guidance—from vendor selection to project completion— impressed our stakeholders. Their ability to ask the right questions and facilitate discussions resulted in authentic brand messaging that deeply resonates with our employees. They are fabulous!

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

Not at this time.

BACKGROUND

Please describe your company and position.

 I am the Senior Strategist, Customer Experience Services of an utilities company 

Describe what your company does in a single sentence.

Provide safe, reliable and affordable energy in an environmentally responsible way to better the lives of the public we serve.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Redesign multiple versions of our residential and commercial bills and notices

SOLUTION

How did you find XO Agency?

Referral

Why did you select XO Agency over others?

• Great culture fit
• Good value for cost
• Quality

How many teammates from XO Agency were assigned to this project?

2-5 Employees

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

The company partnered with XO Agency to redesign the company's residential and commercial bills and notices for Oregon and Washington (state) customers. The main goals for the project can be summarized as follows: 

• Update the design to align with the current brand
• make key billing information easier to understand, and 
• help improve customer satisfaction with the billing and payment experience. 

Bills and notices included: 

• Single meter and multi-meter cycle bills, 
• summary bills for more than one account, 
• month-end bills,
•  closing statements, 
• Past Due and Urgent notices, and
• Tenant notices.

RESULTS & FEEDBACK

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

• Internal alignment from key stakeholders on all phases of work: Research, design & strategy brief 
• Internal reviews and external customer panel reviews
• Internal review rounds averaged 4+ out of 5 rating on key categories 
• Customer panel reviews averaged 86% and up on key categories

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

The team at XO Agency was responsive and delivered on their commitments to keep the project moving without any significant delays.

What was your primary form of communication with XO Agency?

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

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

Their experience with strategy, planning, and creative execution, plus being a local agency that provides senior-level partnership on each program/project.

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

I honestly don't know if I could pinpoint anything that I would ask XO Agency to improve on or that they could have done differently. They always seem to be on the lookout for any opportunity to raise the bar on each project/program.

BACKGROUND

Please describe your company and position.

I am the Marketing Communications Manager of Oregon Care Partners

Describe what your company does in a single sentence.

Oregon Care Partners provides free, high-quality caregiver training and career support services to help ensure Oregon is prepared to deliver quality long-term care services to its current and increasing population of older adults and people living with dementia.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Branding
• Website Design
• Strategy

SOLUTION

How did you find XO Agency?

Referral

Why did you select XO Agency over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from XO Agency were assigned to this project?

2-5 Employees

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

Oregon Care Partners partnered with XO Agency to design and build a new website and develop the brand identity for a new long-term care workforce recruitment, retention, and development project. The website was built in XO Spark, a WordPress solution and design system. Technical requirements included contact forms, integration with CRM, and multi-language translation. The discovery and strategy phase informed a user-centric and content-first approach to the new website design.

The design and build phase delivered a customized XO Spark instance with all required design patterns, navigation, and pages. The launch included the live website, training, and documentation for content editing and site backend access. To develop a new logo and visual identity, XO Agency conducted a brand workshop to explore the mission and vision of the new brand.

Deliverables included a logomark, visual identity, collateral development of brand assets and templates, and brand guidelines. Brand assets included templates for a rack card, flyers, social media ads/posts, event posters, table signs, a retractable banner, business cards, email signatures, PPT presentations, reporting, and the email newsletter.

RESULTS & FEEDBACK

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

We are so grateful to the XO Agency team. We never would have made our very tight project funding deadline without their expertise and guidance. We really needed a design process to make us think hard and carefully about how we wanted to approach this website and the work of the project. XO Agency was an excellent partner in this process. They accomplished everything we needed in an extremely short timeline. The project came together into something we love and are very proud of.

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

XO Agency is highly effective in project management and communication. They provided a detailed roadmap of the project timeline and meeting schedule and kept us informed through regular check-ins, email communications, and collaborative documents. They were always professional and responsive to our needs and feedback.

What was your primary form of communication with XO Agency?

• Virtual Meeting
• Email or Messaging App

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

We were impressed by XO Agency's adaptability and responsiveness as the project evolved on a very tight timeline. They provided excellent service and delivered a high-quality product that exceeded our expectations.

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

Finalizing styling earlier in the process could have saved some time and effort. However, due to the timeline, the project had to move quickly. XO Agency was responsive to feedback and accommodated changes throughout the process resulting in a product we love.

BACKGROUND

Introduce your business and what you do there.

I’m the communications manager for Mosaic Medical, a community health rural center in rural Oregon.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We enlisted their team to help refresh our branding, including creating a new logo, visual identity, and a new website.

SOLUTION

What was the scope of their involvement?

We began with the discovery process and then moved into design iterations for our brand; simultaneously we developed the website. There were some existing brand guidelines to work from, but XO really created a robust, updated version.

The whole site was built from scratch; there was an existing website, but everything was rewritten on WordPress.

The site offers both our patients and the general public the ability to access information, like our locations — we have 15 locations throughout central Oregon. One of the most highly used areas of our site is the information on our providers, doctors, and nurses. People can look up our providers by practice, time, name, or location. The search function is now much more robust and user-friendly than it was. Our site goes into a lot of detail on the services that we offer in our different locations as well. XO helped flesh out the donor and job opportunities sections of the site as well.  

One of the most important steps was that they set up the site so that it automatically translates every page into Spanish. Previously, we only had a few pages in Spanish. This was a major step for us.

How did you come to work with XO Agency?

I found a number of firms and narrowed the potential choices down to four. XO Agency’s references were glowing.

What is the status of this engagement?

We’ve been working together since September 2021 and expect the brand to be rolled out in the spring of 2022. When our contract ends, we’ll work with them on a month-to-month basis.

RESULTS & FEEDBACK

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

Through all the initial meetings with stakeholders reviewing XO Agency’s design work on the logo, name, and visual identity, the feedback was consistently positive. Their team was skilled at soliciting and accepting feedback graciously.

It was an enjoyable experience watching XO Agency work with a diverse group of people. They thanked all the stakeholders for their work and won the trust of our organization early on, across all internal levels. This helped the project move forward right off the bat.

From our team’s perspective, we’ve been so impressed with how skilled they are in accepting feedback and guidance, and the responses from patients, staff, and different folks in the community have been great. They appreciate all the information that’s on the site, and our staff uses the site much more frequently; they see it as a real asset.

How did XO Agency perform from a project management standpoint?

XO Agency was very organized and efficient in keeping the project on track. Throughout this, their adaptability also stood out. We really appreciated their outstanding work on a complex project that had a short timeframe. I don’t see how we could have done this project with them.

We collaborated over Google Docs and maintained a lot of spreadsheets, some of which were interactive for project tracking and task ownership.

XO Agency compiled weekly reports with links to all the relevant files. They were very responsive to email and phone. Communication happened on a weekly and ad-hoc cadence.

What did you find most impressive about them?

They’re very good at what they do. We’re very happy with XO Agency’s process and final output; they have excellent communication skills and project management skills.

Are there any areas they could improve?

I don’t think I have anything to say at this point.

Do you have any advice for potential customers?

Share your honest feedback with XO Agency. They want to hear your true thoughts, so keep an open line of communication between both sides.

BACKGROUND

Please describe your company and your position there.

I am the Outreach Coordinator for Mt. Adams Institute. Our mission is to connect people to the outdoors. We do this through career development, education, and research.

OPPORTUNITY / CHALLENGE

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

As a small nonprofit, most of our branding / marketing was created on the fly. Our logos lacked consistency and often times the brand of the program overshadowed our organization. We wanted to refresh our logos and create a brand that has Mt. Adams Institute as the parent brand, with the other programs secondary.

Additionally, some of our programs are nationwide and we wanted a brand that is recognizable / familiar across the country, not just in the PNW.

SOLUTION

How did you select this vendor?

Professional, did previous work with national brands

Describe the scope of their work in detail, including any steps and the final deliverables.

Interview with Rebrand Committee and a couple key staff. Conducted an in-person workshop to gather information from other staff. There were three rounds of edits and we provided feedback after each round. Then there was a final presentation.

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

2

RESULTS & FEEDBACK

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

The board and staff love the new brand. It is flexible, easy to recognize, and maintains a bit of character from the former brand.

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

I enjoyed the weekly check ins and found those helpful, even if we did not use them. There was always swift and direct communication which I appreciated the most. Never had any issue with communication, timeliness, etc.

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

They offered to include an additional collateral that they felt like we would benefit from. I really appreciate that because it shows they truly care about our brand, this was not just another project for them.

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

Not really, thoroughly enjoyed working with them and would recommend to others.

BACKGROUND

Introduce your business and what you do there.

I’m the senior manager of communications and user experience for a natural gas utility.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We embarked on a digital strategy to increase customer satisfaction with our online services. To do that, we wanted to launch an integrated digital media campaign.

SOLUTION

What was the scope of their involvement?

After providing their team with a brief, we kicked off our engagement. I outlined our landsape and XO Agency took it from there. They analyzed our situation and audience to develop their recommendations. Their team developed the strategy and creative for the digital campaign. Their team provided an audience segmentation strategy and a creative strategy. Once we agreed upon the audience and creative strategies, we went into actual production. They presented a number of different options for how to execute on the creative strategy. Then, their team designed and implemented the ads. 

What is the team composition?

I worked with their strategist and their creative director.

How did you come to work with XO Agency?

I had a prior relationship with their creative director when he worked at a different company. As experience was positive, I definitely wanted to give him a shot when he started his own business.

How much have you invested with them?

We spent around $85,000 on the project.

What is the status of this engagement?

Our engagement began around February 2019 and finished in May 2019.

RESULTS & FEEDBACK

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

The campaign exceeded our goals for all of our measurements, which included click-through rates, website visits, and customer satisfaction. For the digital ads, we experienced 3–5 times more click-throughs than the industry average. Our site traffic was 25%–40% more than anticipated. Our company was also named number one in customer satisfaction in our region for large utilities.

How did XO Agency perform from a project management standpoint?

We met in person and communicated via email. We’re in the same city, so we had the luxury of meeting in person often. Their project management was excellent, so I was always informed. From the client side, I respect when I don't have to reach out to an agency for a status update. XO Agency always provided them proactively. Their team also always hit their deadlines.

What did you find most impressive about them?

XO Agency possesses the unique skill of blending creativity with strategy. Everything that their team presented was strategically sound and based off of data. They were creative with a purpose.

Are there any areas they could improve?

They could understand the company brand guidelines and personality more in the beginning. What they presented in the first round was wacky but they got there quickly in the second round. 

Do you have any advice for potential customers?

Come to the table with a clear thought on your goals and objectives. They can definitely take the ball and run with it.

BACKGROUND

Introduce your business and what you do there.

I’m the communications director of RISE Partnerships. We partner with labor-management trusts to deliver benefits to workers who won them through collective bargaining agreements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We needed to rebrand an existing organization that's also part of the overall umbrella organization of RISE Partnerships, which we also needed to brand.

SOLUTION

What was the scope of their involvement?

XO Agency directed an extensive naming process for both our parent company and its subsidiaries. From the naming process, they also created a visual brand and brand pillars. Basically, their team created two parallel brands for both organizations. They’re in the process of developing websites for both organizations. We also signed a retainer with them to add to our internal design capacities.

What is the team composition?

I work with Laura (Partner and Director of Account Strategy) and Scott (Partner and Head of Design).

How did you come to work with XO Agency?

We completed an extensive online search. We worked with a couple of branding agencies in the past but felt that we needed to think outside of the box. We decided to send XO Agency the RFP based on the fact that they were a branding agency primarily, which we found out through Clutch. We were impressed with the innovative ideas that their team articulated in the RFP. They brought energy to the project, so we decided to partner with them. I’m glad that we did because it’s a phenomenal engagement.

How much have you invested with them?

We spent between $50,000–$200,000 on the project.

What is the status of this engagement?

We started working with XO Agency in May 2019 and our engagement’s ongoing.

RESULTS & FEEDBACK

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

We haven’t launched publicly with our members yet, so the biggest measure of success is XO Agency’s enthusiasm and willingness to work with our stakeholders. Our organization’s different so there’s an exhaustive process that goes with every piece of a project. Their team’ did a great job of getting members to buy-in as well as hearing their feedback to make adjustments. Their level of excitement is notable.

How did XO Agency perform from a project management standpoint?

Their team does well with scheduling and meeting deadlines. They use a web program called Spark that allows us to navigate the draft site in real-time. It’s useful to be able to see our designs coming to life instead of looking at different iterations of wireframes.

What did you find most impressive about them?

XO Agency is part of the team. I don’t feel that I’m working with consultants. I’m working with people who have a deep investment in the work that we’re trying to do. We’re a mission-driven organization without a huge budget. Their team finds creative ways to work with our budget, so we have a true partner in our work.

Are there any areas they could improve?

No, they do an amazing job.

Do you have any advice for potential customers?

Hire them immediately. I can’t imagine a scenario in which someone wouldn't be successful working with XO Agency. I've seen their team work in different environments with different groups of stakeholders. I’m always impressed by Laura's ability to adapt to the personalities in the room.

BACKGROUND

Introduce your business and what you do there.

I’m part of a large international NGO called Mercy Corps, within which I lead a social enterprise called MicroMentor, as its executive director. It’s an online platform that connects entrepreneurs and volunteer mentors from around the world.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We were operating with a platform built 10 years ago, also by an outsourced firm. In 2018, we decided to rebuild from the ground up. We needed someone who could deliver top-quality design, and who had a grasp of both design principles and technology support.

SOLUTION

What was the scope of their involvement?

They redesigned the platform that connects entrepreneurs and mentors. Our goal was to increase our recruitment threefold, bringing more conversions through the funnel based on the UX of the platform. We needed to address some pain points at various points in the funnel.

They worked on the definition of an MVP, taking advantage of the existing research, but also augmenting it with their own. We needed a well-defined content strategy, a UX roadmap to build it, and some technical expertise to guide the process.

What is the team composition?

We worked with Scott (Partner, Head of Design, XO Agency), Laura (Partner, Head of Account Strategy, XO Agency), and Mark (Product Development Consultant, XO Agency). They pitched the offer and then stayed with us throughout. They also brought in a UX designer. Mark served as the technical architect, Scott was the design lead, and Laura was in charge of content and project management. Each of them brought their expertise, helping us refine our ideas and break them down into discrete decision blocks. They complemented each other well.

We’ve retained Mark in a consulting capacity, as our solutions architect. He functions in a CTO-like role for us now. I like his vision, persistence, and ability to give advice.

How did you come to work with XO Agency?

We did a thorough search of design firms, shortlisting the people to send RFPs to. We received responses from about seven firms, of which XO Agency’s was the strongest. They were one of the few who actually referenced the MVP we’d be getting. The other candidates weren’t right with the research, and some were way above budget.

XO Agency and one other firm made it to the top of my list. Even though we had prior experience with that other company, we felt that XO was really hungry to make a good deliverable, and they pushed us to maintain realistic goals.

How much have you invested with them?

We spent $60,000.

What is the status of this engagement?

We worked with them between October 2018–February 2019.

RESULTS & FEEDBACK

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

Their design team found five things that were essential for us to consider as the underlying fabric of our platform. They then came up with three design and technical directions that we needed to go toward, which were incredibly insightful. We got a lot of positive reactions from donors, investors, and people from the community, validating the direction.

We brought an engineer on-staff during the last two weeks of the project, for the hand-off. He was very comfortable with the documentation and with the design, enough to actually implement and code it. We’re still in the building phase, but the technical implementation of XO Agency’s design seems feasible.

How did XO Agency perform from a project management standpoint?

We had an aggressive timeline, and they kept us honest on it. Any delays were due to the large volume of work and our team’s capacity to respond in time—we had 1–2 weeks built in as a buffer. The project was well-managed and well-documented, from communication to its form and fashion. I was able to get on a call with Laura at any time, and they made adjustments on the fly. They felt like an extension of our team.

At one point, I organized a day-long session to assess our direction, which they responded well to. They understood that the project wasn’t extremely clear and that we were a small team working with a tight budget. They made it work, giving us a high-quality product without compromising their own setup.

What did you find most impressive about them?

I would choose them in a heartbeat for another design project, and I would refer them without any reservations. XO Agency is reliable in terms of customer service, content, and genuinely caring about the final product.

Are there any areas they could improve?

At one stage, they came back with wireframes that I wasn’t happy with. I got on a call with them about it, and they also sensed that their UX person had missed the mark, turned around, and fixed it immediately. These things are bound to happen in any project; it’s a matter of how people respond to them. There was nothing that really gave me cause for concern.

Do you have any advice for future clients of theirs?

The product will only be as good as the effort we put into it, but we failed to account for the amount of time it would take to review their work. They’re thorough and on top of their game, but it’s good to think about structure and project management so that we can keep up with their pace. Their documentation was thorough, sometimes as detailed spreadsheets with 100 lines of things to be verified, along with PowerPoint presentations, and design files. It required us to serve as a counterpart to their team.