Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
Those same constituents from customers to channel partners to employees to friends and family that were critical of our previous site have had nothing but praise for the new website. It’s a site to be proud of for the team that worked on it; it’s a site to be proud of as an IMO employee. Anecdotally, nothing but positive feedback.
When we look at some of the metrics that we’ve been tracking, we had a significant increase in unique page views and unique visitors post go-live. That increase tailed off a little bit, but year over year, it continues to outperform. For example, August-September 2016 compared to August-September 2015 regarding unique visitors, is up. Year over year, the trends are looking really good. What we’ve also looked at is the number of pages per visit, and that number has increased for certain pages. It’s also gone down for other pages. When we look at those individual pages, the pages where we wanted the increase to happen has come true. The pages where we wanted a decrease potentially because people were spending too much time looking for the information they need or having to go to too many pages have decreased. We view both of those metrics as trending positively.
How did Caxy Interactive perform from a project management standpoint?
They were excellent. I would say that the challenge was more getting the IMO team aligned. We could’ve gone live with the website had we had our ducks in a row in the December-January timeframe. Caxy would've been ready. They certainly were very good with the project management. They used a tool called JIRA which we also used, so we had this integrated system that we were using to manage what we projected. That was incredibly helpful.
Hannah, who was our project manager, really pushed us hard to keep moving forward and held us accountable in a good way for the pieces that we were supposed to deliver on the resource side and the tasks and phases. They did an excellent job, and Hannah did in managing the project and dealing with sometimes a culture that took a little bit longer to make decisions than we would’ve hoped for as a company.
What did you find most impressive about Caxy Interactive?
Their ability to integrate with our team through the use of tools like JIRA, Skype, jumping on Google Chats with video when we weren’t able to meet each other in person is great. I’ve worked with other teams on projects that were just not as integrated as Caxy was into our operations. We all felt like we were on the same team versus them being a vendor or agency or consultant and us being their client. We were really an integrated team throughout the project, and that allowed us to more smoothly make that transition from the legacy site copy and some legacy thinking that we had to what we have today.
Are there any areas Caxy Interactive could improve?
I don’t think so. Dealing with our culture was one of the hardest parts, and they just did an outstanding job. We didn’t ask for this, but after we were finished with the project and went live, we did do our post go-live or post mortem review. It would’ve been good, even a couple months after that, to go back and look at the very first assessment that Mike had done and look at our site now compared to our competitors. Part of that falls on us, but I would’ve loved to have reached out to them and say, "Hey, can you now go through and do this assessment and see where we stand relative to our competitors and other companies in the industry?" That wasn’t in scope. It’s not something they did poorly at all, but it would’ve been nice to have.
Mike, at the senior level, did a great job of making sure that he closed the loop with me, he sat down with me one to one, two or three months after the site was launched. He tried to get together with me two or three weeks after the site went live just to make sure that we were happy with the work, and that was a positive thing as well, so nothing negative to say about the experience.