Accomplish Media

Please describe your company and your position there.

I'm the Technology Manager for a Boston-based nonprofit called The Clubhouse Network. We provide a creative and safe out-of-school learning environment where young people from underserved communities work with adult mentors to explore their own ideas, develop new skills, and build confidence in themselves through the use of technology.

For what projects/services did your company hire Accomplish Media, and what were your goals?

We have an existing social media site for youth in our network called The Clubhouse Village. It was an entirely custom-built site that had long since become outdated. We needed a complete overhaul, top to bottom. We wanted to move the site onto a proper CMS that would be easy to manage and keep updated.

How did you select this vendor and what were the deciding factors?

We put a search out for web developers in the Boston area. We conducted multiple interviews before talking with Michael and his team. Their pitch was very much in line with what we were thinking. Michael also had a special affinity for this project, as he saw much of himself in the youth that our organization serves. His enthusiasm was contagious.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

This project was broken up into two phases. Phase 1 was discovery and planning. Accomplish held three UX workshops with myself and several of my colleagues, collecting information on our needs and desires for the site. They then produced wireframes and technical documentation.

Once we approved of these materials, we embarked on Phase 2 which is development of the site. It was built on WordPress, utilizing popular and well-maintained plugins, only resorting to custom code when absolutely necessary. It was an extended process, made longer by the COVID-19 pandemic, but we arrived at a great place in the end.

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

Michael, the CEO, undertook much of this work himself. But he was supported by Chris, our project manager, and a team of developers.

Can you share any measurable outcomes of the project or general feedback about the deliverables?

The old site was little-used, due to its age and neglect. We've only recently launched the new site, but we can already see considerably more activity than we've had in years. Inspiring projects are being posted to the site almost every day. It'll take time to rebuild our user base, but we're on our way.

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

We had a standing meeting every Tuesday to talk through details and ask questions. We used Slack for communication and Basecamp for project management.

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

The team was very accessible and hands-on with this project. There were bumps in the road -- many of them related to the pandemic, and outside anyone's control -- but he navigated all of those hurdles to deliver an excellent final product.

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

There were some difficult moments during this project, especially during the height of the pandemic lockdown. Extra communication would have been helpful during those times.

Introduce your business and what you do there.

I am a product manager for a publishing company. We author textbooks for English as a Foreign / Second Language courses. We also develop digital components and products that go along with curricula and paper textbooks.

What challenge were you trying to address with Create + Conquer?

Our support portal for all the products we build was antiquated and disorganized. We needed a team to help us overhaul it.

What was the scope of their involvement?

The first phase of the project was a series of workshops where we discussed our needs and they decided what would be good information architecture for the site. Our list of products is disparate and complicated, so it was key to have a website that was flexible and well-organized.

Once we finished the strategic workshops, they did wireframes for the front- and backend and gave us designs to review. In the third phase, they built out a WordPress site and entered the data we delivered to them. After everything was in place, we gave them the go ahead to launch.

Because the site is mainly for our existing customers, we decided not to utilize their SEO campaign capabilities. Instead, we opted for minimal SEO, and they set us up with a plugin on the site for our content.

What is the team composition?

I had one main point of contact for the first phase of the project. Once we moved into design and development, I was introduced to a second point person.

How did you come to work with Create + Conquer?

I researched new vendors in the Boston area and spoke with three or four different vendors. We had meetings with each of them and invited them to submit proposals. Create + Conquer focused on the strategy behind the website, which was the driving factor behind our decision to work with them. They were in our time zone, and they gave us a clear idea of what the website would look like. We ended up with a much better product than we would have if we had defined all the goals ourselves.

How much have you invested with them?

Our contract with them was just under $50,000.

What is the status of this engagement?

We started working with them in March 2018 and the site launched in September 2018.

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

The main metric we consider is the number of users who stay on our site. The previous site redirected people to several different support sites. Now, all the support sites are within our URL, so the customer experience is much better. There was huge uptick in site visits, and the number of users is at least double what it was on the old site. The time visitors spend on the site reading support articles is also much longer than before. We’re really happy with all the results.

How did Create + Conquer perform from a project management standpoint?

When we moved into the development phase, we spoke with them once every two weeks or so. Communication during the design phase was less frequent, but they were always willing to get on the phone if I requested a meeting. They were quick to respond whenever I had a question or needed feedback, but I felt I needed to be proactive and reach out to them.

What did you find most impressive about them?

The design of the site looks really great. Their team works well together and they kept the project well-organized. We did most of our communication through our project manager, and it was helpful to have that single point of contact.

Are there any areas they could improve?

Better communication surrounding scheduling and expectations would take their level of service above and beyond.

Do you have any advice for potential customers?

Be clear and communicative about what will benefit you. They are very responsive to requests, but will be most proactive if you call upon them.

Introduce your business and what you do there.

OBP is a medical device manufacturer. I am the CMO.

What challenge were you trying to address with Create + Conquer?

We had an outdated website. We wanted to modernize our online presence, focus our company aesthetic, and update our customer messaging. We worked with other web designers in the past but wanted to find a small to medium-sized local company.

What was the scope of their involvement?

They do a number of marketing and creative projects for us. The largest of which was a complete redesign and refresh of our website and company logo. We had several meetings at the beginning to discuss the scope. They learned about our brand, design aesthetic, and our desired functionality in a series of discovery calls. The logo wasn’t in our initial scope, but it helped us match the new design elements we added.

We added all new photographs of our products. We wanted to move away from a copy-heavy look in favor of an eye-catching, visually rich site. Our products’ defining feature is an illumination aspect and integrated light. We wanted that to translate into the site for a simple, informative experience. We also focused on SEO, incorporated options to request samples and added an e-commerce element. There is more information about the company’s history, including an about us page. Some of the simple details they added were missing from our previous website.

We’ve since contracted them for several other projects. They’re currently working on our corporate document templates and a custom carrying case for our sales reps. We’ve also contracted them to do all of our inbound marketing content.

What is the team composition?

We initially talked to Michael (CEO, Create + Conquer). He introduced us to the company and our primary contacts. Once we started working with them, Chris (Account Director, Create + Conquer) acted as our project manager. We also had a design lead. We’re in constant communication and everyone is super responsive.

How did you come to work with Create + Conquer?

We found them through Google. We wanted a team that could offer us personal attention and spoke with five or six local companies. Create + Conquer has a youthful edge and a good vibe. They gave us the confidence we were looking for.

How much have you invested with them?

We’ve spent at least $60,000–$70,000 at this point.

What is the status of this engagement?

We started working with them in November 2017. Our work on the website started in January 2018 and launched in March. We’ve added various projects since then that are ongoing.

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

The website just launched, so it’s hard to quantify the difference yet. I am confident it will have a major impact on the business. It’s much more user-friendly and professional than our previous site. It promotes our projects and matches the company mission.

Our ongoing projects with them will also improve customer impressions and experiences. Even the sales rep case and other projects that don’t produce clear metrics will boost our image.

How did Create + Conquer perform from a project management standpoint?

I’d give them an A+. We’ve dealt with other creative agencies that didn’t measure up to their abilities. They stick to the schedule and their responsiveness is top-notch. They stay on top of everything.

What did you find most impressive about them?

I’m really impressed by their responsiveness. They get things signed off quickly and hit every milestone. Ultimately, their products are great and their design is excellent. They fulfill all my requirements for a creative agency.

Are there any areas they could improve?

We’ve only been working with them for five or six months, but my experience is completely positive. I can’t think of any areas they should improve.

Do you have any advice for potential customers?

I wholeheartedly recommend them. They would work well for companies of any size and are a great alternative to working with a larger agency. Their products are as good if not better than any of their competitors.

Introduce your business and what you do there.

MSPCA is a non-profit, animal welfare organization based in Boston. We’re the second oldest in the country. We operate adoption centers across the state as well as several veterinary care hospitals as well as cruelty prevention, law enforcement services, and animal advocacy. I am the director of digital strategy.

What challenge were you trying to address with Create + Conquer?

We were looking to redesign our website. It was very old and hadn’t been redesigned in almost a decade. It was well overdue for a refresh. Our main goal was to make it mobile friendly and give it a more current design. We were starting from scratch with an old website that desperately needed an upgrade.

What was the scope of their involvement?

They had to reinvent the wheel in terms of our website. We didn’t have very strict branding guidelines. We were playing off what we already had, but making sure it was refreshed and current with technology. We wanted it to be accessible for all visitors, particularly our mobile visitors which had almost eclipsed our desktop visitors at the time. They provided the design work and the wireframing. They also came in and we worked together to create the wireframe through several workshops that we had internally here. They were very helpful with the user experience side, the design, and also consulting us to what CMS we should be using. We were also implementing a new CMS along with this. It was previously on Blackbaud. It was called Convio Luminate CMS. We transitioned to WordPress. They also helped us find a hosting provider.

One of the larger challenges with our website is that we had many web administrators within our organization that had access to the website. We had to do a full content review of our website to condense it and make sure that it was intuitive and reimagine the navigation portion of it. We also needed a cleaner, more succinct message. We came up with a flexible content module system that they actually came up with as we were going through creating landing pages. We wanted to make sure the website was as flexible as possible with also maintaining the integrity of the design. Since our organization had so many hands in the pot, that was a difficult challenge, but they came up with a flexible content module library. It had several options for call to action boxes, for headers, and for all of these content areas of our website that can be drag and dropped and moved around, but also maintain a very strict look and feel throughout the site. It was a way to keep it consistent.

They did a lot of SEO and some marketing consulting. They pinpointed some holes where there were instances where we were losing out on traffic in areas that could be easily fixed with some switching up of the content. They were able to help us identify and address those holes. We’ve kept them on for ongoing maintenance. We don’t have a large team here and so we rely on our vendors to help us be proactive where website technology is concerned.

How did you come to work with Create + Conquer?

There was an extensive RFP process. We put the RFP out publically in several areas and they were one of the respondents. We had about 60 responses. Create + Conquer floated to the top fairly quickly because it was obvious that they had already done their homework and looked at our website and saw where we needed the most help. They were very proactive about providing us the answers or what they thought was the best way to go. Their proposal was clear that they had a vested interested in meeting our actual business goals and not just meeting the deliverables of the project.

How much have you invested with them?

It cost about $60,000.

What is the status of this engagement?

We started working together in 2014 until mid-2015 when we launched and the work is ongoing for maintenance.

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

Our online revenue increased by 14% in 2016 versus 2015. It was very clear that the website had a lot to do with that.

How did Create + Conquer perform from a project management standpoint?

They were great. I was well informed of where we were in the project throughout. They use a variety of project management tools that make it very clear as to where we are and identifying milestones. I never felt that I was in the dark. I never felt I was out of touch with where we were in the project.

What did you find most impressive about them?

We’ve kept working with them because of how well they’ve approached the website. They’ve been very proactive with solutions. They’ll let me know if there’s a security issue or if something has changed in Google’s algorithm that may affect our website. They’re very good about seeing and letting us know these issues before they become a problem.

Are there any areas they could improve?

All of the improvements could come from our end.

Introduce your business and what you do there.

Pro AV Systems is an audio-visual integrator out of Massachusetts. We do AV projectors, flat panels, video conferencing, and control systems in K-12 education, higher ed, and corporate environments. I am the director of communications, so I’m responsible for all outward facing communication that Pro AV puts out.

What challenge were you trying to address with Create + Conquer?

We wanted a full overhaul of our website. The look of our old site was very dark, so we wanted to bring in whites and light colors.

What was the scope of their involvement?

Create + Conquer totally revamped our website in WordPress. Create + Conquer also slightly redid our logo so that it was on a white background instead of a black background. Originally, we thought about integrating a store but we didn’t end up doing that. We did not provide any wireframes. They were responsible for everything from design, concept, building out the website, loading everything and testing it all. I needed the site to be simple so that other people or I could update the site. They built five to ten custom modules on a custom template that we can add to any page so I can insert text or photos in different configuration. They did some outbound marketing at the end. They helped lay out who our buyers would be and how we would reach some of them. There was social media and blogs they were working on.

How did you come to work with Create + Conquer?

I found them online. We brought three agencies in and interviewed them and Create + Conquer was the ones we liked the best. They brought the whole team in and it seemed like it was a good fit.

How much have you invested with Create + Conquer?

We spent approximately $50,000 with them.

What is the status of this engagement?

We started working with them in February 2015, and we launched the site in June 2015.

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

In the first six months, we received 60 inbound leads. I would say 12% of those converted. Since then, we have a 10% to 20% conversion rate of people that find us on the site. Every week, we acquire five new leads.

How did Create + Conquer perform from a project management standpoint?

They’ve been good but not great. We were supposed to launch earlier than we did but that could’ve been my fault just as much as theirs. I was the only person at our company that was providing the text, images, etc. They use a site called Basecamp for project management.

What did you find most impressive about Create + Conquer?

I think they’re pretty innovative. They have a great eye for design. I’ve gotten thousands of compliments on how the site looks, so I’m really pleased. They were here when we shot some videos and they offered great guidance on that project as well.

Are there any areas Create + Conquer could improve?

I would’ve liked to have launched in May when we said we were going to launch, but it wasn’t a major issue.

Introduce your business and what you do there.

We’re a cultural organization devoted to preserving and sharing New England history. We’re a nonprofit that operates 37 historic house museums in 5 New England states, which attract 200,000 visitors a year. We also have a significant collection of antique and domestic objects and archival materials, and we provide preservation services for owners of old houses. We also run programs for schools and summer camps. I’m the senior marketing manager. 

What challenge were you trying to address with Create + Conquer?

We had a website that launched about 7 or 8 years ago. It was not responsive and was looking old and out of date. It wasn’t really meeting the needs of our members and visitors. There was a lot of content that wasn’t organized in a user-friendly way. We just needed a responsive redesign. 

What was the scope of their involvement?

We were building the budget based on what it would cost, but at the same time, everybody first asks how much we’re willing to spend. We were prioritizing the different components of the redesign. We knew we wanted to get rid of our content management system. Create + Conquer did a lot of up-front work to understand the needs of our organization and built the scope based on what they heard. Knowing that responsiveness was our first priority, their scope included a responsive site redesign with a new content management system.

I think the full scope included 15 page templates. It involved integration with our collections database. We didn’t want to rebuild that from scratch, but we needed to integrate the configuration with the new content management system, so that was a complex part of the scope. We also needed integration with our e-commerce system, which we didn’t want to change. The old CMS was called Plone, and the new one is WordPress.

Create + Conquer provided wireframes and design documents. They were very smart in terms of the material they requested from us. We had some recent market research that we provided for them. We also gave them all our documentation about our brand platform, as well as tons of images. After reviewing all that, they came up with the style guide for the design. We had workshops up front to understand the user hierarchy, which informed the wireframe and site map. We created the content for the site, as a lot of it was organizing and migrating what was already there. There is an SEO plugin as part of the web design, but they didn’t do any other SEO work beyond that.

We’ve also hired them for another project that we’re still putting the finishing touches on right now. It’s an interpretive tour application for our newest museum, which is opening in a few weeks.

How did you come to work with Create + Conquer?

We spent a lot of time on this process. On a previous project, we sent out an RFP [request for proposal] to a lot of firms and got a lot of irrelevant bids. This time, we decided to do some research and build a list of agencies we could go to by starting with a phone call. We did phone calls and, in a few cases, in-person interviews before sending an RFP to a narrow list of 5. Only 3 of them submitted bids, but that was after we talked to 15 agencies. It was a lot of work up front, but I think it made us feel like we were making a more informed decision.

How much have you invested with Create + Conquer?

If you put both projects together, it’s about $120,000.

What is the status of this engagement?

The first project began in February or March of 2016, and our relationship is ongoing. 

Could you share any evidence that would demonstrate the productivity, quality of work, or impact of the engagement?

We launched at the end of January, so it’s too early for specific metrics. Everyone thinks the website looks really great. We haven’t had any usability complaints. Everyone just really likes the look and feel, and I think the new site has done a lot in terms of positioning the organization. We’ve lost a little momentum in terms of analytics. I think we’re 10% behind the year-to-year visitation rate. I know you sometimes lose a little bit of equity when you launch a new site, so there are ways that we’re addressing that. We’re not freaked out about it. I can’t say that we’ve seen visitation growth yet, but it’s only been 2 or 3 months.

How did Create + Conquer perform from a project management standpoint?

There were some unknowns going into the project that had to do with the integration with our collections database, so the scope actually changed a bit. We initially were unsure whether we would have Create + Conquer do that work. As we got further into the project, it made more sense for them to do it, which ended up increasing the scope. They were very up-front about any increased costs or changes to the schedule.

The initial schedule they provided was very aggressive, so we ended up missing our initial launch deadline. That wasn’t entirely their fault, and it didn’t surprise me. We ended up paying them more than we initially expected, but the overall project budget stayed on track. We actually came in under budget overall with the project. I have no complaints there.

The way they map out the steps of the project is great. We started with initial workshops and broke down the different phases of the project. That always seemed very clear.

What did you find most impressive about Create + Conquer?

Having worked with various digital vendors, I would say their ability to learn about our organization, listen, do research upfront, and understand our brand and what we want to communicate to users were all very strong. Looking at the initial design documents, I was very impressed with how they captured our brand.

Are there any areas Create + Conquer could improve?

They could have been more realistic about the initial schedule. It was a little aggressive, and we ended up not meeting it. There were unknowns going into the project that we all acknowledged. Our deadline for the website was self-imposed. There wasn’t a hard launch date.

The second project we’re working on now has a very hard deadline because the museum is about to open, and we’re meeting that. The app is available for the preview audiences we’re bringing in. It was a very tight turnaround for that project.