ArcTouch

Introduce your business and what you do there.

I’m the CTO of Bump LLC, a location-based social media photo and video-sharing app.

What challenge were you trying to address with ArcTouch?

We needed someone to redevelop, modernize, and streamline the code of our mobile app.

What was the scope of their involvement?

We engaged with ArcTouch to take over the frontend development of our iOS and Android app from a previous company that built it using a Xamarin native code.

They were tasked with handling the code, fixing the bugs, and ultimately re-implementing the UX aspect of the app to use Xamarin.Forms instead of Xamarin native — so we can have a consistent code base across both iOS and Android platforms.

What is the team composition?

I normally worked with a product owner, project manager, three developers, 2 QA specialists, and a designer.

How did you come to work with ArcTouch?

I found ArcTouch as a recommendation from Microsoft.

How much have you invested with them?

We invested about $3 million.

What is the status of this engagement?

We worked on this project from June 2020–September 2022.

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

ArcTouch delivered a working product and identified and resolved around 6,000 bugs in the app.

How did ArcTouch perform from a project management standpoint?

We communicated consistently through Microsoft Teams and had daily standups every day with the entire team.

Additionally, we utilized Azure DevOps to manage the project, and used Figma and Zeppelin for the design and generation of assets for the app.

What did you find most impressive about them?

We were impressed with their responsiveness and ability to adapt, understand, and execute our 

Are there any areas they could improve?

They could’ve improved on the retention of some of their staff. We had to replace a number of employees, which caused some delays in the project because of the training and onboarding time.

Do you have any advice for potential customers?

I’d advise you to communicate daily with your team and stay engaged throughout the project. ArcTouch is capable of doing everything on their own, but it would help to stay abreast and involved in the process.

Introduce your business and what you do there.

I am the chief digital officer of EmployBridge, a temporary services company that employs approximately 87,000 associates across the United States. Potentially, we can dispatch about 150,000–80,000 workers for supply chain industries such as transportation, logistics, and manufacturing. In distribution warehouse environments, we’ll usually fill 20–30 slots for a particular assignment. I lead our innovation, research, and development in order to deliver business services to our customers more efficiently.

What challenge were you trying to address with ArcTouch?

At that time, we wanted to build a better communication tool between ourselves and our associates because we were struggling with traditional methods such as phone calls or text messages. We also wanted to automate the process of offering a position, having that position accepted, and making sure that the assignment is carried out. The other apps and solutions that we saw were not suitable for our target demographic, and we wanted an app that our associates would enjoy using. Our goal is to offer more jobs faster with higher acceptance and retention rates through a mobile app compared with traditional methods.

Initially, we went through a long process of working with either a mobile app development company or several service companies that provide apps for the staffing industry. Ultimately, we decided to build the app ourselves as it would give us a distinct advantage in ownership over the features. From a user experience standpoint, we would be able to build something unique based on what our associates wanted. Since it would be better integrated with our existing technologies, we could offer features that our competitors couldn’t.

What was the scope of their involvement?

We first asked them to do a proof of concept study. Initially, they conducted interviews and focus groups to verify if a mobile app would suit our associates. Based on the focus groups, they led us through standard methodologies on feature prioritization. We agreed upon a feature set for the minimum viable product—what they liked to call a “minimum lovable project.” After that study was complete, ArcTouch did the engineering, design, development, and production of the mobile apps for Google and iOS. After their user interface designers did the prototype apps, we went back into the field and did additional user testing.

ArcTouch used a two-week Agile sprint cycle during the engineering phase. Every two weeks, we would produce new updates to our beta app until it was released to the app stores in a pilot fashion. We continued our development sprints after that for approximately six to eight weeks, using analytics and additional focus groups to make tweaks.

Version 1 involved apps for three of our brands: ProLogistix, ResourceMFG, and SelectStaffing. Using the app, associates can browse open opportunities, apply for jobs, or contact us for more information. They can also update availability preferences such as the days of the week or hours. The app is integrated into our CRM [customer relationship management] system. If someone is eligible, the app would push a notification with a job offer. We could also get information about reasons for declining so that we can make better matches in the future. If a candidate accepts an offer, the app creates the assignment on our CRM. The associate would be tagged as being on assignment, which gives them access to more information about the job. The app also includes resources such as maps for directions as well as a calendar.

What is the team dynamic?

In the beginning, we had a project manager, a UI designer, and a product strategist. The UI designer handed off to a tech lead, who then managed a team of three engineers. We’re still working with the project manager.

How did you come to work with ArcTouch?

In 2015, we did an extensive review of our available options and reviewed three mobile app development companies. ArcTouch was one of the best mobile app development companies on the West Coast based on referrals, and we did a lot of work checking the other apps they had built. It’s easy to reverse engineer a mobile app development company by looking at their portfolio. Not only did we go on to the stores and actually look at the products that they had developed, but we contacted those companies and had conversations with them. It was a very thorough vetting process.

How much have you invested with them?

We spent around $980,000 for version 1.

What is the status of this engagement?

We started the discovery phase at the end of 2016, which took three months, and the second scope of work began in January 2017. We’ve just released version 1 of the apps. I have just extended our engagement as we roll out the apps across our organization. For the third scope of work, we’re having steady sprint cycling in order to support additional features beyond the MVP. I consider this the beginning of a pretty long-term relationship.

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

We are tracking metrics on mobile adoption across our associates. Aside from just adopting the app, we’re also tracking statistics on jobs offered, jobs accepted out of the possible jobs, and the results of the assignments that were created via the app. The ability to offer jobs and have them accepted has been proven in the pilot, and we look forward to seeing how they compete with non-mobile app assignments going forward. We just haven’t had enough time to execute those assignments to see enough results.

I think the mobile app adoption has exceeded expectations. For example, the ratings and focus groups show that everyone uniformly loves it. Our associates’ favorite feature is the ability to see prior activities and pay notifications. Meanwhile, our internal recruiters’ top feature is the ability to offer a job to multiple candidates simultaneously, which saves a tremendous amount of time.

It’s going to be a game changer internally, and we are seeing positive productivity metrics just because we can now communicate to multiple people at once. They respond immediately through the app, and those responses give us the information to move on to the next step. We can quickly create those assignments and dispatch them, or log the reason they declined the assignment and move on.

How did ArcTouch perform from a project management standpoint?

Their performance is great. I adopted the Agile method about five years ago, and we typically used a five-week Agile sprint cycle for our CRMs and front office software. With ArcTouch’s involvement, there’s a much tighter cycle than what we were used to. Because of the two-week mobile app sprint cycle, their project management had to be very strict and diligent. They did a good job at trimming the backlog, making sure that we were prepared for any changes, and staying on schedule.

The best thing you can say about the project management of ArcTouch is that we did not miss a single date throughout the whole project. Of the features set list for version 1, only one feature was put on the backlog for future sprints. It was very impressive to get a product that almost exactly matches the one that we envisioned.

I don’t want to say there were no issues, but they handled those issues well. Life happens, and they were able to adjust accordingly. We appreciated the honesty and transparency that they bring to their project management style.

We used Atlassian Confluence quite a bit as well as Smartsheets. Since we’re a Microsoft Office 365 shop, we use Skype and the OneDrive a lot.

What did you find most impressive about them?

I’m impressed with the history of ArcTouch. They’ve been a mobile app company since 2007—that’s all they do, and that focus is the differentiator that won us.

Are there any areas they could improve?

The only negative is they tend to be a bit rigid on their requirements definitions. It really protects them, and I can see why they do it. However, it does take a little more time and effort to document all of the requirements and the user stories up front. It’s both good and bad since you end up exactly with what you want. There’s not a lot of things coming out of QA [quality assurance]. However, I wouldn’t want them to do that differently.

Do you have any advice for potential clients?

It’s best to prepare and communicate expectations before you get started. There are costs on both sides to go through that much preparation, but it pays for itself in the end. From our experience, you don’t have as much to rework and you end up with a good quality product.

They’re not going to be your budget partner, so if you’re not serious about building a world-class app with enterprise-level quality, then ArcTouch might not be for you. But if you are willing to invest in that, then I would definitely recommend them. If you’re just dabbling, you’re probably not going to have a good engagement because of the level of quality that they demand.

Introduce your business and what you do there.

We are a Silicon Valley startup focused on online content discovery. I am the Senior Product Manager, but wear several hats.

What challenge were you trying to address with ArcTouch?

We had no internal design experience, and were searching for a design firm. We had a cool technology, but we needed to turn it into a product.

What was the scope of their involvement?

We spent a lot of time going through user stories. We were very focused on our technology, but they made us consider our market. Based on their feedback, we rewrote content and then moved into wireframes for screens in both the web version and the iOS app. They provided sketches and high-fidelity markups, then developed and returned assets about a week ahead of schedule.

They worked ahead of our development team, and their design shaped the final product. We’re a content discovery platform that puts all users on equal footing, whether you’re a well-connected content producer or an individual. We find the content that interests you regardless of your social status or number of linked promoters.

What is the team dynamic?

We had one project coordinator and two artists. A pivot during the process required some of the art to be redone. They were very accommodating and added a third person to the team to meet our original schedule. They also helped with our messaging and offered us space in their office where we could work together on a regular basis.

How did you come to work with ArcTouch?

We spent a long time researching companies online and interviewed about ten companies in the Bay Area. We considered cost, schedule, and experience in our area. Of the companies we interviewed, they were the only company who suggested ways to make the product better.

How much have you invested with them?

We’ve spent $50,000–$100,000 for this project.

What is the status of this engagement?

We started working together around July 2017. We’ve moved into a closed beta test on the core product, but the collaboration is ongoing.

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

We are still ahead of our launch, but we’re astonished at the quality of the work. We’re a small company, and we weren’t expecting the same level of service a Fortune 500 company might enjoy. We were amazed by their design and the effort that went into every screen.

How did ArcTouch perform from a project management standpoint?

We appreciate the adjustments they’ve made to keep us on schedule. They also made sure we were comfortable with the communication channels. They joined our instant messaging system, and we joined Zeppelin, their collaboration tool. The entire process was transparent.

What did you find most impressive about them?

They make me want to do more for them. They didn’t come into the project to just give us what we wanted—they gave us what we needed. We redesigned our product and our market strategy based on their ideas.

Introduce your business and what you do there.

I am the CIO of a national medical information-gathering company.

What challenge were you trying to address with ArcTouch?

We needed to port a Motorola software which was being used in the field for information collections, to iOS.

What was the scope of their involvement?

We provided our current ASP.NET code, which ArcTouch converted to iOS from start to finish. Our processes in the field are constantly changing, so they have continued to work on the application. The application has a barcode scanning functionality, which eliminates human error when transposing numbers. It captures signatures digitally and sends the electronic data back to us, where it is automatically disseminated to where it needs to go. We have also made a spin-off application for a different process. We’ve also used ArcTouch for UI consultation, but not outside the scope of the application.

What is the team dynamic?

They were recently acquired by another company, so the team has gotten larger. When we initially started working with them, the team was smaller. More people currently know the ins and outs of our app.

How did you come to work with ArcTouch?

One of our members had a business contact at Apple and reached out to them for a recommendation. ArcTouch was referred to us, and we got in touch.

How much have you invested with them?

The cost of their work has been $100,000 or more.

What is the status of this engagement?

We started working with ArcTouch in 2013, and our collaboration is ongoing.

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

We were specific with what we needed, and there was not a lot of room for play. ArcTouch has done a great job accommodating our requirements.

It would be disastrous if we lost a single byte of data, but this has never happened. ArcTouch's work was solid.

How did ArcTouch perform from a project management standpoint?

They’ve met all the timelines we gave them. The team was accommodating in sending me the code to compile locally. The CEO was accessible to discuss anything and was more than willing to come see us in person.

Some of their programmers are based in Brazil, but the project managers are in northern California. The organization seems great, and everyone has been involved in our calls. They have some online prototyping tools, but we haven’t used anything too elaborate.

What did you find most impressive about them?

Their client list is impressive, and we were able to look at some of their previous work before choosing them. It made us decide to go with ArcTouch.

Are there any areas they could improve?

No.

Do you have any advice for future clients of theirs?

I wish we would have been able to narrow down exactly what we needed, prior to seeing the results. This was completely our fault since we didn’t know what we wanted prior to seeing it come together. Clients should communicate what they’re after to the best and fullest of their abilities.

Introduce your business and what you do there.

I’m the senior digital marketing manager for Flexjet, a fractional jet ownership and leasing company. I oversee all digital marketing related to branding, acquisition, and retention.

What challenge were you trying to address with ArcTouch?

We wanted to massively update our member-facing app to streamline numerous features that could only be accomplished via phone call or our website.

What was the scope of their involvement?’

Our previous app was developed internally, basic, and hadn’t been updated much. ArcTouch led the entire technical architecture: they designed, developed, and used their own code to make the app from scratch. We have an internal IT department, but ArcTouch was completely in charge of the frontend, so they only worked with our backend.

When we first hired ArcTouch, we did a two-day, intensive discovery workshop; they came to our offices in Cleveland, met with key stakeholders, reviewed the business, and scoped out the project. We spent most of 2016 internally deciding what we wanted from the app, and at the end, ArcTouch submitted one large proposal with all those MVP features.

We then did a technical discovery where ArcTouch worked with our IT department to determine the APIs, web services, and how the app would communicate with our backend system. They built a prototype app that had two purposes: to give something physical to our stakeholders to get the final buy-in before development, and to get a head start on designing important screens for the app. After that, ArcTouch finished up the design and development and submitted it to the App Store in June 2017.

The app is a loyalty and retention tool, meant to enhance our Owners’ experience. It helps them more seamlessly book trips, track itineraries, view account details, edit their calendar, share upcoming trip info through native sharing, RSVP to special events, submit referrals, view invoices, flight history, etc. Before the app, our Owners had to speak to a service representative or go through our website. Now, the app makes all that an easy intuitive experience. It’s a post-sale app, so about 90% is available only to existing Owners; potential Owners still have to go to our website to enter the sales funnel.

How did you come to work with ArcTouch?

Our sister company, Skyjet, worked with them, and ArcTouch did a great job on their award-winning app. We already had a great working relationship with them, and they have quite a bit of experience developing high-quality apps for the travel and hospitality industries, so it was an easy choice.

What is the status of this engagement?

We worked with them from November 2015 to July 2017.

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

The Flexjet app has already won two platinum awards: a dotCOMM award and a MarCom award for the best mobile app for service. Even though it’s only been available for a few months, the app is getting significant amounts of engagement, with a 25% adoption rate among our Owners so far. Its ROI is impressive, just with trips booked and helping us close sales. Plus, there’ve been no bugs or crashes.

How did ArcTouch perform from a project management standpoint?

We communicated daily over email, had weekly phone calls, and used Jira and Flowdock to keep track of progress. During the last week of the project, ArcTouch welcomed me and one of my team members into their San Francisco office to be on site for final development and testing. It was a turnkey project, and they used an agile methodology for each phase, which helped us stay on time, stay on budget, and launch a successful product.

What did you find most impressive about them?

Their entire workflow is incredibly transparent. Their level of strategy, design, and functionality exceed any other agency. The amount and variety of clients they have speaks volumes to their excellence in the field. If we ever need to develop another app, we’ll look to ArcTouch for their technical leadership and capabilities.

Are there any areas they could improve?

No, I don't have any complaints.

Introduce your business and what you do there.

I’m the co-founder of Crycom, a company that puts gold supply chains onto the blockchain. We apply blockchain supply chain technology to trace the gold and prove its origin.

What challenge were you trying to address with ArcTouch?

We needed help to create the blockchain platform with a nice user interface.

What was the scope of their involvement?

The scope for this phase of the project was to develop a vision proposal. I was very vague with what I wanted so ArcTouch started with a clean slate. We talked via email about what we needed at this stage. Then I traveled to their offices for a week to meet with their team in person. They went through the core services in detail like strategy, design ideas, application development, and post-launch optimization.

ArcTouch delivered a proposal that serves as the starting point for building an iOS, Android, and desktop version of an application. We're still a bit murky on our end of exactly how we want it to take shape, but they can build exactly what we want in the next phase.

What is the team composition?

My primary context is the head of sales. I met with 6–7 members of their team when I went to San Francisco, including a blockchain specialist and a financial specialist. I also met with one of the co-founders.  

How did you come to work with ArcTouch?

They were recommended to me by a consultant I use in New York. He’d enlisted them for some work on one of his projects and gave me an introduction.

What is the status of this engagement?

This initial phase of the project took place from September–October 2018.

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

They've given us a clear direction on how exactly we should build out the blockchain platform. We used a number of developers and design teams since we started this work two years ago, but we were quite unhappy with everything that had been done. ArcTouch has played a large role in shaping what our end product will be. We still haven't built the application or gone to market, but they’ve developed the design fundamentals. I was very pleased with the final product.

How did ArcTouch perform from a project management standpoint?

Their project management was excellent. They held weekly reviews to cover the work that they'd done since we last spoke. We used a screen share on Zoom so that I could see the work on my computer here in New Zealand. They’d go through each step of what they've done, who's doing what, and making sure the project was on track. The process worked really well. We talked constantly, which helped clarify things in my mind.

What did you find most impressive about them?

The unique thing about ArcTouch is their ability to bring experts of various fields together in one room. It was excellent to have so many talented people working directly on our project. While you might expect one or two weak links with such a large group, but all of them were really good at their jobs. It was a wonderful experience.

Are there any areas they could improve?

No, I’ve been very happy with their work. Nothing comes to mind.

Introduce your business and what you do there.

I’m the senior director of engineering at a cybersecurity company that creates solutions for predicting and preventing malware threats.

What challenge were you trying to address with ArcTouch?

We needed an initial design concept for breaking into the mobile space. We wanted to create a mobile companion app for our cloud-based offerings, so we needed ArcTouch’s help with the design and creative direction. We have an in-house design team, but it’s small and we required external support for the project.

What was the scope of their involvement?

We began with a series of discovery meetings to flesh out our goals. After familiarizing them with our industry, we outlined the general idea of the app and created a high-level concept. From there, we created the scope of the project and their team began designing the concept.

ArcTouch created the appearance for the app, which included defining several characteristics and providing different themes options for the demo. They included unique concepts in the designs, including a slider feature that displays a data-based scale for interactivity within the app.

Currently, the ArcTouch team is scoping out the development of the app, and once we get the financial approval, we plan to move forward with the iOS and Android process.

What is the team composition?

We work regularly with a team of around five people from ArcTouch. Adam (Founder, ArcTouch) gives us overall guidance and Chris (Chief Revenue Officer, ArcTouch) helps us with the financial aspects. Their designer walks us through the steps in the creation process. They also provide a dedicated project manager and we work with a few people in their Brazil office.

How did you come to work with ArcTouch?

I met Chris through a mutual friend, so I was considering ArcTouch among other companies. When it came down to it, we felt that ArcTouch was more attentive to our needs and didn’t treat us as another number. We gained confidence after meeting with Chris and Adam–they did their homework to understand our industry.

How much have you invested with them?

So far, we’ve spent $100,000 on the project.

What is the status of this engagement?

We began working together in September 2018, and the designs were completed within three weeks. The project is ongoing, as we are now planning the development stage with their team.

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

We’re measuring the success of the designs based on the reaction from our CEO, who is delighted with what we’ve produced. The biggest metric, in this case, is receiving approval on the designs— we can now move forward with developing an app that we’re all proud of. We’ve tested the designs internally, and are confident we can perform user testing once development begins.

How did ArcTouch perform from a project management standpoint?

They stick to the deadlines we create, even when I have to change dates because of my chaotic schedule. I am appreciative of their flexibility. We primarily communicate over email, as it's been a short design sprint. This is the perfect setup for me because if I have multiple projects happening at once, a simple email from them keeps me on track.

What did you find most impressive about them?

Their communication skills are especially valuable to us—they are proactive and willing to put in the effort to keep us informed. Unlike other companies, ArcTouch listens to criticism and welcomes any form of feedback. It’s always been a pleasant experience communicating with them, and every back-and-forth we’ve had has been positive. We also appreciate the industry research they performed, because they were able to intelligently use our lingo. Overall, they are friendly people who want to have productive conversations that help the project.

Are there any areas they could improve?

I can't think of anything for them to improve on—my team could learn even more from ArcTouch’s design process. The way they operate is an inspiration for our in-house designers.

Introduce your business and what you do there.

I’m the senior user experience architect for a large retailer. I’m a part of the international marketing team.

What challenge were you trying to address with ArcTouch?

We were creating a mobile application and needed a design-focused vendor to help develop the platform’s UX.

What was the scope of their involvement?

ArcTouch joined the project early on, so they collaborated with our internal resources to develop the product’s visual language. They assimilated into our internal workflows to design a frontend interface that’s optimized for Android. We basically eliminated all of the initial designs and came up with an entirely new UI/UX. We’re currently expanding their involvement to include other tasks related to interaction design.

The app functions as a digital wallet. Users add cash to the app and use it to pay for our goods online or within store locations. We’ve been able to launch the first version of the app with a QR scanning feature. In addition to their UI/UX services, ArcTouch designed other aspects of the product’s presentation. This includes how the app is displayed on The App Store. They also worked on the emails that are sent out to advertise our various products.

What is the team composition?

We primarily interact with a senior designer.

What is the status of this engagement?

We started working together in June 2017 and the engagement ongoing.

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

I don’t have metrics available for this project, but their frontend design efforts have had a direct impact on the success of some previous products. We continue to reach out to them because we’re happy with the work they do.

How did ArcTouch perform from a project management standpoint?

They stick to the schedule we assign and produce the quality we expect. We communicate via Slack and email on a daily basis. We also hold regular meetings to make sure everyone’s on the same page.

What did you find most impressive about them?

ArcTouch consistently provides resources with the talent and skills that we require. They usually offer multiple candidates for us to interview and select. That process has worked out well for us thus far. They tackle each project with a swift and professional approach.

Are there any areas they could improve?

They should build a bigger pool of designers, researchers, and content specialists. We need their services in different markets, and that presents an opportunity for them to grow.

Introduce your business and what you do there.

I work for an oil and energy company. My role is the director of product management within the global team.

What challenge were you trying to address with ArcTouch?

We’ve had three different engagements with ArcTouch. Initially, we contacted them because we were looking for someone with a consulting company with a mobile app and web background that could help us design the UX and UI for a consumer-facing device at a gas station.

What was the scope of their involvement?

The frontend is primarily JavaScript and HTML 5. They use Figma for design production. Subsequent to this, we used them to do the development for the applications that would be on the device as well.

Now, they’re helping us develop and design an experience on consumers’ smart devices. The idea of this product is that the use arrives at a gas station, scans a QR code using their camera application, and they’re taken to a website where they can complete the fueling transaction. They’ll be able to select the payment method, the type of fuel, and enter loyalty information. The QR code automatically selects the gas station and the specific gas pump they’re at. During fueling, consumers will be able to see details including the volume of fuel and the cost. They’re also provided with a digital receipt they can save to their camera roll. It automates the fueling process on a smart device.

What is the team composition?

I’ve worked directly with Adam (Chief Experience Officer), as well as one of the program managers there. I’ve also worked with three designers, and a relationship manager. My people have also worked with some of the programmers.

How did you come to work with ArcTouch?

I chose them after finding them online. I wanted to make sure they were a reputable company and could both develop and design a UX. The design part was very important. What also stood out to me was their website. It highlighted the fact that they were a fun, creative company. It seemed they were willing to experiment and try different things while focusing on UX.

How much have you invested with them?

The consumer-facing device at gas stations began with a design workshop that was $40,000. The mobile application also had a design workshop, and that was around $35,000. Currently, on the app development process, we’ve spent $135,000. In total, we’ve spent around $210,000 with them.

What is the status of this engagement?

We worked together on the mobile application from April until December 2020.

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

I don’t have specific metrics, as the app is still in development. Regarding the quality of the work, though, they completed everything on time and budget. There was a small budget overage but there were also corresponding scope changes. They kept me informed of all that as it occurred.

How did ArcTouch perform from a project management standpoint?

They were very engaged, and I loved their approach. The design workshops were very collaborative. We’re all in this situation with COVID-19, and they adapted quickly. Everything has been virtual — a series of online calls that worked very well. I really enjoyed how Adam was incredibly engaged; he attended all the design meetings.

They communicated regularly. As I said, they told us, in the beginning, that the workshops would be in-person over 2-3 days, rather than online and over a number of weeks. We set up a way to share files so we could watch the design evolve in real-time. To start, we met every day to view design iterations and give feedback. Our suggestions were implemented by the next time we met. Everything was collaborative. There were no issues with on-time delivery.

What did you find most impressive about them?

They wouldn’t just go away, create designs, and then present. Rather, they gave meaningful input to help us improve what we thought we needed to do. Our mobile development came about because of one of their suggestions. They went out of their way to develop an understanding of our business and domain, going around to gas stations to understand our product and value proposition. After they built that foundational understanding, they spent considerable time creating a design we were happy with. They had a sense that this project was a partnership and a collaboration.

Are there any areas they could improve?

We had some challenges around getting the billing set up. The finance team we’ve been working with has been slow to respond, from my perspective. It hasn’t held them back, but paying them has been more of a challenge than I thought it would be.

Do you have any advice for potential customers?

I think it was a worthwhile investment to take the time up front to show them our business. They wanted that before they got into the design, and it’s proved to be useful. They learned about competitors’ products, our user journey and current products. They knew what we were trying to solve. I would encourage any company to take the time to build their understanding of those aspects.

Introduce your business and what you do there.

I’m the senior director of online experience at Hawaiian Airlines. We oversee all of the guest-facing digital channels like the website, mobile, and airport kiosks.

What challenge were you trying to address with ArcTouch?

We engaged with them to build a new native mobile app. Before that, we had a mobile site, but we didn’t have an actual application.

What was the scope of their involvement?

ArcTouch assisted with the UX/UI and visual design. Then, they did the mobile development along with our internal mobile resources. Along with the build, they helped integrate it with all of our airline systems and underlying services to pull that passenger data and flight information. We used Xamarin because our internal team was already aware of Microsoft technologies. Once our tech with ArcTouch was finished, our internal team could take on the development.

What is the team composition?

We worked with about ten people, including a product manager and project manager that we worked with daily.

How did you come to work with ArcTouch?

We did an RFP and ended up engaging with six or so firms. After narrowing it down, we ultimately selected ArcTouch. I believe we heard about them from our Microsoft contact.

How much have you invested with them?

We invested about $1 million.

What is the status of this engagement?

We started working with ArcTouch in the first quarter of 2017, and the work wrapped up at the beginning of 2019.

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

We follow a bunch of metrics around app delivery, usage, and customer feedback. We keep an eye on the app’s growth, working to minimize any issues. It was very successful, and we’re happy with the growth that we’ve had. ArcTouch did a great job helping us through that process.

How did ArcTouch perform from a project management standpoint?

From a project management standpoint, they’re very timely and responsive. We use Jira to track and monitor work. There was a lot of dependency upon our internal common services layer work that allows information to surface for the app. We had a lot of internal delays and challenges, but they were able to role with our timelines and make adjustments along the way. ArcTouch was a great partner to have.

What did you find most impressive about them?

The team was full of excellent collaborators. This was a multi-year project that had a lot of limitations on our side. They were responsive and were able to pivot when needed to adjust to our challenges and timelines. Every time there was a challenge, we figured out options together. They worked well within our constraints.

Are there any areas they could improve?

We did have a lot of resources in different time zones. That would pose a challenge at times. They did their best to make sure it didn’t impact us.

Do you have any advice for potential customers?

A lot of work they have to do relies on others. Structure the contract that accounts for the delays or changes. It will help them pivot when needed.