This review was updated on August 12, 2019, by the client. The original star ratings were: Overall - 5, Quality - 5, Schedule - 4.5, Cost - 5, NPS - 5. New content is below:
Introduce your business and what you do there.
JRNI combines a customer engagement platform with applications that put omnichannel conversion at the heart of business. I am the VP of Marketing at JRNI.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Buffalo?
We needed to update our branding and web strategy. Our company was 10 years old, and we’d never heavily invested in establishing a brand. We turned to Buffalo to revamp our branding to better compete with other vendors our market. We also tasked Buffalo with rebuilding our website, complete with a new, modern design.
What was the scope of their involvement?
To kick off the engagement, we put together a statement of work that outlined the majority of both the branding and development projects. Then, we held a discovery workshop for each initiative. Once we had the details in place, we began working—it was an iterative process in both cases.
Specifically for the rebrand, Buffalo started by pitching some different concepts and messages to myself and the other representative from our company. We initially chose our three favorite options, then narrowed it down to two. After presenting the final ideas to the rest of the company, we made our choice. Buffalo implemented the new concepts, completely overhauling our logo, color palette, text styles, illustrations, and the overall look and feel of our brand.
In rebuilding our website, we started the project with a mood-board exercise. We also shared several examples of websites from other vendors in our field to give Buffalo a better understanding of what we were looking for in the final site. Next, we collaborated on wireframes, user journeys, and the overall flow.
After those details were approved, Buffalo put together three different designs for several core pages like our homepage, company overview page, and our solution overview page. We ran them by our senior executives, and they agreed on the best one. From there, Buffalo handled one component of the site at a time. We provided the necessary content and Buffalo plugged it into the design, built it, and tested it.
What is the team dynamic?
There are roughly six people on our team in total, but we primarily interacted with Beto (Head of Design, Buffalo), Dan (Managing Director, Buffalo), an illustrative designer, and a brand specialist.
How did you come to work with Buffalo?
Buffalo pitched for the project alongside other vendors. They lead the candidates in the race for both the branding and web development projects.
What is the status of this engagement?
The branding and website are live and in use.
RESULTS & FEEDBACK
How did your relationship with the vendor evolve?
We’re satisfied with the end result. We had some challenges towards the end of the project, and an original piece of work that was agreed did not get delivered.
How did Buffalo address the challenges that arose?
We set some pretty challenging goals for the final deliverables at the start of the project, and Buffalo delivered. Buffalo was proactive in keeping us informed on their status and what tasks still need to be completed. We spoke with specific members of their team to share feedback.
Describe the impact this engagement has had on your business.
The new brand and updated website have performed well since launch. Looking specifically at our branding initiative, we’re satisfied with the results. Buffalo was able to take a pretty complex set of messages and bring them to life through visual elements like our logo, colors, illustrations, and animations.
How was project management handled?
Overall, project management was ok and used Basecamp to track the project. Buffalo was proactive in keeping us informed on their status and what tasks still need to be completed. We set some pretty challenging goals for the final deliverables at the start of the project, and Buffalo executed in the end.
Is there anything that the vendor did well or that you would consider a strength?
We’re very happy with the quality of Buffalo’s design. This is definitely a core strength of the agency.
In what specific areas can they improve?
The end result of the actual web page versus the design, the layout (including spacing), the usability of the page, the responsiveness, and the quality of the code are areas we’d improve if we were to do the project again.
Buffalo’s attention to usability is another area for improvement. Usability was sacrificed for design throughout the site.
What advice do you have for clients with similar needs to yours?
Have a clearly defined statement of work with specific milestones for success. The Buffalo team are fantastic designers, so provide a clear brief, establish some boundaries, and let them do what they are good at.