Specialists in digital concepts and UX/UI design

We are a UX design agency based in the UK.

 

The clarity and focus we bring to UX design comes from a team of senior designers with specialized roles, spanning from highly complex user research to straightforward digital design. This expertise is applied for mobile apps (iOS, Android + others), the web and native applications (macOS, embedded, devices).

 

Over the course of almost a decade we have supported our clients in creating digital products that people value. Every time we have tailored the design process to fit the mix of opportunities and constraints they were faced with.

 

We have worked in both private and public sector engagements, with established brands and startups. This extensive experience enables us to offer a deeper level of support.

 

 
$1,000+
 
$50 - $99 / hr
 
10 - 49
 Founded
2010
Show all +
London, United Kingdom
headquarters
  • Creative Navy
    207 Regent Street
    London W1B 3HH
    United Kingdom

Portfolio

Key clients: 

Jaguar

Philips

University of Sydney

World Customs Organization

Canadian Health Authority

Telenav

Friendsurance

Reviews

Sort by

UX/UI for Coaching Services Company

“They were very meticulous and focused on solutions that were for the user.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Aug. - Sept. 2017
Project summary: 

Creative Navy developed a strategy and designed an interface for a mobile application prototype. Users needed to easily access content on the app, and it also required certain regional settings.

The Reviewer
 
10-50 Employees
 
Switzerland
Deputy Director, Coaching Services Company
 
Verified
The Review
Feedback summary: 

The app was built well and its design has received high praise. Creative Navy worked independently, and always had concise questions, making the collaboration easy and efficient. Overall, their dedication could not be more evident in the quality of the final product. 

BACKGROUND

Introduce your business and what you do there.

I’m the deputy director of a business based in Switzerland that trains people to become coaches. We have clients in several European countries. We offer different types of coaching services, which means we have a lot of content in very diverse formats. For example, we have training courses, coaching for teams, and planners for events and meetings. We also have a mini-shop for some of our books.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

Since we already had a website, we wanted an app to make it easier for our customers to access our content. Our users are mostly non-technical, so the challenge was to create a simple app for mobile with all of that content.

SOLUTION

What was the scope of their involvement?

They’ve designed our entire application, from how it looks to how it works. Initially, they created reports about design strategy and presented wireframes. We then tested some prototypes with them, and theirs was really cool and got our attention. Until we saw the prototype, we didn’t have a good understanding of mobile apps and the user flows.

Basically, Creative Navy created the visual part of the mobile app and the strategy behind it, with our development team implementing the final design files. Users can find more about each type of training, download some of the courses, or see the next events and meetings. Because we are based in several countries, the app also needed a map, regional settings, and regional specifics.

How did you come to work with Creative Navy?

We researched a few design companies, picked out 5 agencies, and talked with 3 of them. A couple of them pitched their ideas. Finally, we awarded the contract to Creative Navy because we loved their website and our talk went well.

How much have you invested with them?

We paid $9,318 for their services.

What is the status of this engagement?

We worked together from August this year until September.

RESULTS & FEEDBACK

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

The results are very good. The app will be launched soon, and we’ve had very good feedback from the first people who are using it. Not only is the design well-aligned with our brand, the app was well-built.

Creative Navy has made a few more changes to the prototype they built for us and made it look really nice. It was very easy for us because they worked hard on our project. We took their design, showed it to our community, and got their thoughts. There was a lot of excitement from the start.

How did Creative Navy perform from a project management standpoint?

Their communication was very good. We didn’t need much time to explain to them what we wanted. They were very independent, and when they had questions, they were very concise. It was very pleasant to work with them. We communicated by email and then we used Zoom for video conferences. We used InVision where we could add comments directly on the prototypes. There were maybe 10 channels of communication, which was really nice. They also gave us technical reports and helped us with user testing. The reports were very technical.

We had a dedicated project manager and a product developer. We could also send an email to their creative director. The communication was very easy, and everyone on the team was accessible to talk to. We talked to the illustrator who did the icons, who was very nice. We didn’t have to go through the CEO to change the icons.

What did you find most impressive about them?

They were very meticulous and focused on solutions that were for the user. They understood what we wanted, and the delivery was very fast. In a few weeks, we had everything we needed. We’re very happy with their work, and everything was pleasant and nice.

Are there any areas they could improve?

My CEO was concerned regarding the price since it was more than we had hoped for, but the result is justified. They did a lot of work. The problem was on our side. We underestimated the budget because the other company that pitched had similar prices.

5.0
Overall Score It was a really pleasant experience. They were very professional.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They were ahead of the schedule. They did a great job on that.
  • 5.0 Cost
    Value / within estimates
    They put a lot of work into our app.
  • 5.0 Quality
    Service & deliverables
    They had beautiful designs.
  • 5.0 NPS
    Willing to refer
    I’m going to ask them to work on a personal project of mine.

UI/UX for Business Services Company

"They helped us make sense of a lot of information that we couldn’t have processed on our own."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Jun. 2016 - Mar. 2017
Project summary: 

Creative Navy built the framework for and designed the frontend, UX, and UI of an app for iOS and Android. They applied marketing psychology expertise and user research to its information architecture.

The Reviewer
 
10-50 Employees
 
London, United Kingdom
Development Manager, Business Services Company
 
Verified
The Review
Feedback summary: 

Their marketing insights contributed to doubled sales and customer satisfaction scores, and their UX and UI met with positive feedback. Their results-driven approach, conscientious delivery, and independent project management make future collaboration a given.

BACKGROUND

Introduce your business and what you do there.

I’m a development manager at a business services company. We offer a broad range of services, including office space, mail forwarding, reception management, telephone answering, call handling, meeting room and flexible desk rental, company formation and management, and bookkeeping. We have 10–50 employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

We have many customers that mostly access our services electronically. We needed help building apps to power these services, which was too big of a task for us to handle internally.

SOLUTION

What was the scope of their involvement?

Creative Navy helped us step by step with structuring all sorts of information. They started with researching our pain points and trying to better understand what our users wanted, how they used everything, and how they took advantage of our services. They generated marketing insight for us.

They then built the framework for the web app with a redirect methodology. We worked through it section by section. They used the same process and integration for both Android and iOS. The app provided call management, meeting room rental, messaging and payment services. They helped us with the frontend and user experience and interface design.

What is the team dynamic?

I was in communication with two team members most of the time.

How did you come to work with Creative Navy?

We sent out proposals to a few agencies, but we saw that Creative Navy had a lot of expertise and had worked with many clients. They were a great fit for us. After talking to them, we found that we were on the same wavelength—we were both results-oriented and very focused on the work.  We also liked their structured approach and application of psychology to their design work.

How much have you invested with them?

Around £55,000.

What is the status of this engagement?

We worked together from June 2016 until March 2017.

RESULTS & FEEDBACK

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

They helped us come up with some indicators, and we also used a six-point Likert scale. Measuring these indicators before and after revealed positive results, and we used them to double our sales and customer satisfaction scores. The user interface and user experience received a lot of praise, and their research generated helpful marketing insights.

How did Creative Navy perform from a project management standpoint?

We communicated well and kept in touch often. At the beginning, we had more conversations with them. Once they got to know our services well and understood our expectations of them, they became more independent. They sent us their completed work and we gave them feedback. We were happy with this process because we didn’t have to be so involved. We communicated mostly over the phone and sometimes via email.

What did you find most impressive about them?

What I liked best about them was their expertise in research and psychology and the way they applied this to structuring everything. They helped us make sense of a lot of information that we couldn’t have processed on our own. Everything they built was based on research and knowledge. We appreciated the fact that the results-oriented perspective that motivated us to hire them continued throughout the project. The more independent project management toward the end was also a plus.

Are there any areas they could improve?

I’m happy with their work and wouldn’t change anything. It was a really good fit.

5.0
Overall Score It was a great experience. We exchanged a lot of information and learned a good deal from them, in addition to getting our app developed and designed.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They were punctual on their calls and deliverables, with no last-minute cancellations. They gave us advance notice of any delays.
  • 5.0 Cost
    Value / within estimates
    The cost was intimidating at the beginning, but we realized it was an investment in quality.
  • 5.0 Quality
    Service & deliverables
    They showed consistent interest in their work, constantly improved it, and took our feedback into consideration.
  • 5.0 NPS
    Willing to refer
    I definitely would recommend them, especially due to their great collaboration and consultation even after the project concluded. We’ll use them again.

UI/UX for Software Company

"The relationship with Creative Navy was natural. They blended in and felt like an extension of our company."

Quality: 
4.5
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Aug. 2016 - Jan. 2017
Project summary: 

Creative Navy provided UX and UI expertise to create the style for the icon of a desktop application. Through an iterative process, which involved a few challenges, they designed and exported the icon set. 

The Reviewer
 
10-50 Employees
 
Romania
Aurel Popirtac
Managing Director, Devtel Software
 
Verified
The Review
Feedback summary: 

The end-software is highly satisfactory and there have not been any complaints from clients. This is a testament to Creative Navy's diligence and their ability to pose original questions and recommendations during the process. 

BACKGROUND

Introduce your business and what you do there.

I am the managing director of Devtel Software. We are a company in Romania providing industrial applications, automation integration and configuration tools. Our team size varies between 10 and 15 people.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

The challenge was UI/UX design for the icon style of a desktop application used for configuring industrial sensor gateways. It’s a tool we develop continuously in-house and provide to various hardware companies. We have UI/UX expertise internally, but it’s not our best set of skills. When dealing with a bigger challenge than normal, we turn to specialists who can provide better ideas, improve the know-how, and complete the challenge quicker.

SOLUTION

What was the scope of their involvement?

We needed to fill in a complex application with many menus and icons which would suggest what different items meant. The resolution of the application and its icons was a challenge, and we had to create a design exemplifying what everything meant. There were many abstract notions to fit into 16X16-pixel images.

The collaboration with Creative Navy was mainly around helping us imagine how those icons would look, and actually executing everything. There were hundreds of them (around 300), exported at various resolutions. They designed the whole icon set, exported them, consulted with us on alternative approaches, and improved them again and again, until the end result was satisfactory.

The project itself was a big challenge—creating 300 little images, 60-70% of them representing abstract notions unrelated to the outside world. They weren’t the classic Save and Open, but rather notions specific to the industry. In the end, they were addressed at engineers who are not designers.

How did you come to work with Creative Navy?

We met at a local tech event and went through the regular “Who are you?”. We thought they were pleasant people and exchanged contacts. Creative Navy seemed professional and proficient by the way they talked and looked, so we contacted them when we had the need. It was a natural flow, one of those serendipitous situations.

How much have you invested with them?

The cost of the project was between $8,000 and $9,000. We went a bit over the initial budget, but the thresholds were acceptable, considering that it was a challenging project.

What is the status of this engagement?

We started working with Creative Navy in August 2016. The project ended in January 2017.

RESULTS & FEEDBACK

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

The end-software was praised, and we can say that we clearly went above average. In a business environment, nobody will really say something about a product when they purchase it. Our way to measure success is by the lack of complaints. We can say this about this end-result. Overall, Creative Navy met our expectations and went a bit over.

How did Creative Navy perform from a project management standpoint?

They performed in an impeccable manner. Creative Navy managed their own work, analyzed and understood the requirements, and brought questions which perhaps we hadn’t even considered about the product or project. They can be thorough at finding grey areas and “ungreying” them, so to say. We didn’t have to micromanage them, which saved a lot of time.

We mainly communicated with just one person. There might have been a second one at times, but there wasn’t really a need. We cleared specs and received the work back. It wasn’t a highly communicative relationship, only if there were problems. 

What did you find most impressive about them?

The fact that they didn’t give us headaches. Every time people do this, we have to insist, over-insist and over-specify. The relationship with Creative Navy was natural. They blended in and felt like an extension of our company. This is rarely found and even impressive.

Are there any areas they could improve?

Being able to offer the perfect answer for any possible thing we could ask, and have everything work 100% on the first shot, would be an improvement, but I think that this is utopic. I wouldn’t be able to name specific things they could work on. For me, Creative Navy was just great. I can’t expect people to be perfect; there are always different ways of looking at things, and, when this happens, communication usually solves issues.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They have met deadlines.
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
    I’m tough to please. However, of the groups I’ve worked with, Creative Navy is my favorite.
  • 5.0 NPS
    Willing to refer

UI/UX for Machine Intelligence Startup

"Everything was excellent and went better than we expected."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Jan. - Feb. 2017
Project summary: 

Creative Navy designed the UX for the interaction between humans and the AI component of a car. It was a collaborative process, and the challenge was to make the machine seem like a personal assistant.

The Reviewer
 
10-50 Employees
 
London, United Kingdom
CTO, Startup
 
Verified
The Review
Feedback summary: 

Given the final product, the cost was well worth it. The initial objectives were met and in a timely manner. The project was completed even earlier than expected. Their intuitive understanding of the clients' needs was also impressive. 

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of a startup in the automotive industry. We create a learning platform that uses conversational intelligence to interact with drivers and passengers. Our main office is in London.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

Our platform mainly uses audio as a user interface, but we also have a visual feedback component that has to work in the dashboard of a car. We needed Creative Navy to provide a UX concept for the visual interaction so that we can demo our solution to potential partners.

SOLUTION

What was the scope of their involvement?

We worked with Creative Navy to create a concept, and they consulted with and helped us produce a basic prototype for the visual UX for our platform. The visual representation they created is for the interaction between humans and the AI component of the car, so there were some UI/UX components involved.

Basically, it was an abstract representation of a human voice, some kind of a waveform, and then we had all of these interactions, like what the user says and how the system should respond to it, and then how the flow of interaction should be so that the system looks as human as possible. It had to behave like you had an assistant next to you in the car. This was the intended UX Creative Navy designed.

We shared our ideas. They turned them into visual interpretations and workflows. We then worked together to see how we could improve them and achieve a better result over several iterations. It was not a very long project, but it turned out well.

It was pretty challenging to convey a concept that enables a machine to appear human. It was kind of like a Turing test. It’s not easy to make a flow that makes the users think the machine is alive and can communicate with the user in a seamless manner. This was the main challenge.

We didn't get to the testing phase. Mostly this is still confidential work, but we have some internal testing for ours, and we also have extensive validation in the industry. Basically, we discuss this project all the time with our partners and potential customers to see where this should be heading and how it should perform.

How did you come to work with Creative Navy?

I worked with Creative Navy in the past on a different project for a different company. We’re the kind of people where if we have something that works, we won't try to change it. We had a positive previous experience with them, so we continued working with them.

​​​How much have you invested with them?

We’ve invested about $6,000. 

What is the status of this engagement?

I think we started sometime in January 2017, and our work together finished by the end of February. It was a short-term project. 

RESULTS & FEEDBACK

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

This was a sort of experimental project where we just wanted a basic product. We were happy that we got there sooner than anticipated, and we got good feedback from others who were involved and from potential customers we have presented it to. The result is that it was what we wanted. It wasn’t money spent in vain. It was a relief and a great outcome.

How did Creative Navy perform from a project management standpoint?

They understood where we were and the outcomes we wanted. In this industry, it’s quite difficult to find a balance between visionary and realistic ways of working. Creative Navy did what they had to do to get the project finished, and even finished earlier than expected. At first, we were worried that it would be complicated because of the experimental nature of the work, but they were really proficient and the project progressed well. 

What did you find most impressive about them?

Their attitude. They are right on the spot. They also have a kind of intuition; they know what a customer needs, and they seem to provide it. You don't have to repeat yourself over and over again and explain every detail. 

Are there any areas they could improve?

Not really. I think everything was excellent and went better than we expected. There’s nothing to improve. 

5.0
Overall Score They’re outstanding.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They completed the project ahead of schedule.
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    Very likely. I already recommended them.

UX/UI for Medical Clinic

“They have a very open, transparent relationship with us which is why we trust them.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
2012 - Ongoing
Project summary: 

Creative Navy worked on improving the user experience and interface of medical service websites. The varied scope of work included developing site functionality, online content, and AB testing landing pages.

The Reviewer
 
10-50 Employees
 
London, United Kingdom
CEO, Medical Clinic
 
Verified
The Review
Feedback summary: 

As long-term partners, Creative Navy significantly improved the user experience across the websites they worked on, reflected in the more than doubled conversion rates. The team is responsive, communicative, and helped to facilitate a shift to an online focus for new customers.

BACKGROUND

Introduce your business and what you do there.

We offer a number of different medical services in clinics across the United Kingdom. Our websites offer services that range from ultrasound pregnancy scans to dentistry and now cosmetic skin solutions. I’m the CEO.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

We have several different websites. In an overly saturated market, we needed to create a distinctive identity and a minimal user experience on them to capture all the contact details we needed.

The challenge there was capturing leads, providing enough information to raise customers’ interest and trust so that they leave their details. 

SOLUTION

What was the scope of their involvement?

They created the website with functionality that integrates an appointment system, a payment gateway system, collects live online and physical data, and helps us focus in on capturing the right leads. They did everything except for the logo.

We’ve made a lot of small changes, but the smaller changes we have made have made a significant improvement. We just completed another AB test capturing pre-consult inquiries. We’ve got a 60% response rate higher than the last page. Our next objective is to create another design that beats that page.

The calendar works separately. We talk to the patient about their availability and our availability for coming in. It would have been much easier for us just to have an automated system, but for this service, it wouldn’t work. It’s such a personal service. You have to maintain and continue to build trust and the online is only part of that. The second step is actually speaking to a specialist on the telephone to fill in all the other questions that the patient has before they feel comfortable making an appointment and coming to see us.

We’ve opened two new dental clinics which is a new area for us. Here again, we create a relationship online with the patient. Creative Navy worked with us as we’ve built, set up the medical practices, brought on the clinical teams, videos, and photos, etc.

What is the team dynamic?

I’m in regular communication with 3 people.

How did you come to work with Creative Navy?

I think I’m one of their oldest clients now and I’ve worked with them for over 6–7 years. They were working on a side project for us. We had a development team working on something else and I was trying something new outside of the normal development cycle that we had created.

I wanted a new team and we found them because they had won an award. What stood out as part of the design that they created that was so focused and on point. 

How much have you invested with them?

It’s over $100,000, depending on different projects as we have different ongoing maintenance fees.

What is the status of this engagement?

We started working with them at our client five years ago, and we still have a relationship with them.

RESULTS & FEEDBACK

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

In the past year, our business has grown in excess of 100%, and that’s just filed accounts. A lot of the work hasn’t fully materialized yet and will come into play between September and December this year. It’s an ongoing effort. 

Patients look to us and expect a good user experience. That’s something that we saw quite quickly when we included virtual tours with Google, photos, and videos of ourselves. The conversion rates more than doubled after the work.

Creative Navy evolved our site as we’ve developed new businesses. They’ve been very responsive and dynamic enough so that we can start with the landing page, build a microsite, evolve it into a fully functional site that’s got our own images on there for that service, and then we move on to another service.

How did Creative Navy perform from a project management standpoint?

Any new relationship is going to be challenging. We’ve had very robust discussions on why we feel the way we do about certain things and vice versa. I speak to them in the morning first thing so that there is a clear agenda for the day, then we get reports at the end of the day. They have a very open, transparent relationship with us which is why we trust them.

We communicate in person, on Skype, and through email. We also use different tools so we’re aware of what’s being done including Google Docs, Google Suite tools. 

What did you find most impressive about them?

They’re honorable. This is one of the strongest external relationships that we have. It’s so integral to our business. Everything is online now. Our entire shift and focus is online and capturing new patients. They’ve helped educate us and it’s a strong partnership.

Are there any areas they could improve?

They like to get into the detail of something and sometimes we’re in a position where we don’t have a great deal of time. They’re in a position where they feel like they need to deliver its full potential and sometimes I have to hold them back from that. I would say this only came up 10% to 15% of the time; 85% of the time there’s been no issues. 

Sometimes, there have been challenges when it comes to resources and what we need to get completed within a certain timeframe. They want to try to keep the same people on the same project and we have to take the view that we need something in this timeframe.

5.0
Overall Score They come up with some very unique solutions to problems we have.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Time has never been an issue. I’ve even spoken to them on Christmas Day once.
  • 5.0 Cost
    Value / within estimates
    Their cost is reasonable and it’s cost effective the way we work with them now.
  • 5.0 Quality
    Service & deliverables
    They’re very responsive, they deliver what they say, and they do it very fast.
  • 5.0 NPS
    Willing to refer
    I would recommend them.

UX/UI for Marketing Agency

"They work meticulously and methodically."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Oct. 2016 - May 2017
Project summary: 

Creative Navy designed the interface of a data entry tool. It had to be highly efficient and user-friendly, ultimately so that it could be used to enter data with as few mistakes as possible. 

The Reviewer
 
10-50 Employees
 
Hannover, Germany
Founder and CEO, Conscendo Marketing Solutions
 
Verified
The Review
Feedback summary: 

The error rate decreased significantly, and efficiency also improved. Creative Navy's psychological approach strongly contributed to the success of the final product. It was also impressive that they always provided hard data to support their recommendations.

BACKGROUND

Introduce your business and what you do there.

We are a marketing solutions provider specializing in search engine optimization, telemarketing, and data entry. We have 35 employees and branches in Hannover, Germany and Bucuresti, Romania. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

The project we were working on involved data entry and was for a large German company that sells furniture online. The market leads are not just in Germany, but also in Europe. They gave us 100’s of thousands of products on a hard copy or a PDF and we had to gather all of the relevant information in a special form. I needed it for uploading purposes. This was quite tricky because we used to work on Excel and it was easy to make mistakes. The efficiency rate was bad because each item had to be checked manually and introduced manually into an Excel sheet and form. I needed someone to design an intelligent tool where the agent/user experience would perfectly match the interface of that tool. The agency needed to not only create and design an interface for the data entry, but they also had to comprehend the project, our clients' needs, and what the problems are and how they can solve it.

SOLUTION

What was the scope of their involvement?

Creative Navy designed a tool and created the user experience and interface for this project. They helped us understand how to design the digital tool so the process could be improved.

When we first met, my team manager, my project manager, and also the agents were involved in communicating our objective. At the beginning, Creative Navy did a lot of research. All our staff and also the agents were doing the groundwork. Creative Navy created a few modern software applications for us, which they tested and delivered to us as an experiment. Some things worked very well and others needed improvements. 

We had some ideas at the outset that they agreed to, but there were others where they recommended another approach. They explained why and let us test both our approach and theirs. The results spoke for their recommendations.

Throughout the process, they had to be meticulous and creative at the same time. They used a psychological approach, which worked very well. We were able to reduce the working time by more than half, which is fantastic because I only need half of my staff to meet the targets. The error rate was reduced even more. We had a competitor who worked in parallel with us and they are now out of service because we have this tool. It helps us with both efficiency and quality. 

The data collection tool is used internally, but we use it for a client of ours as well. Our client sells furniture online. He’s the largest furniture vendor in the German/European market. He does not produce the furniture but gets it from other companies. They send him all of their catalogs. They could be hard copy or on PDF. We need to extract the relevant data in order to upload them in his system. This is what we needed the tool for. 

How did you come to work with Creative Navy?

I did online research. I could not find anyone in my area that convinced me to work with them. I started to talk with Dennis [Creative Director & Strategic Brand Marketing] from Creative Navy. We had some good chats. He’s also fluent in German, which is a great advantage for us because this kind of project is about data collection. It’s a big benefit if you also understand what it’s about. We talked and I showed him some samples. He came up with an idea. I liked that they had a psychological approach. This was exactly what I was looking for because we needed to make the interface extremely user-friendly. It was very important for lowering the error rates and to make the processing operate more efficiently. 

How much have you invested with them?

We have invested between $20,000 and $30,000.

What is the status of this engagement?           

We started working together in October 2016 until May 2017.

RESULTS & FEEDBACK

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

The quality and efficiency have really improved. We were able to reduce the working time by about 50%, which is fantastic, because I only need half of my staff to meet the targets.

Creative Navy made this tool to help our agents understand the logic of the data so they would no longer make mistakes. While we occasionally still make some mistakes, we cut the error rate by more than half, which was the biggest benefit. We have a quality advantage now. There have been months where the clients tell us we have 10-30 mistakes; whereas before, it was over 100. 

We had a competitor who worked in parallel with us and they are now out of service because we have this tool. It has helped us with both efficiency and quality.

How did Creative Navy perform from a project management standpoint?

They performed very well. Their work was very well structured and very focused on achieving the goals that I had set and we had agreed upon. They work meticulously and methodically. Sometimes, I feel as if I’m working with scientists rather than with business people. I especially appreciated that they came up with their own recommendations. Sometimes they were contrary to what I had in mind, but I never had the feeling that they wanted to force my hand. They would make a recommendation and prove it with examples and testing.

We also communicated very easily with each other. I might call them late and I’d receive my answer right back or they answered the phone. They were very dedicated. I always knew where we stood on the project.

What did you find most impressive about them?

They have a psychological approach and think outside the box. They had knowledge like scientists. If they were telling me something, I knew it was not something they just figured out or they just thought about it. They based their explanations on data. They always explain what they do and why they’re doing it. They use language that spoke to the level of my understanding. 

Are there any areas they could improve?

When we were going through the process, our staff had to dedicate a lot of time to participate in the research and testing process. In the beginning, I thought this was necessary, but in the short term, my staff still had to deliver our targets. It would have been great if this burden could have been reduced somehow. We needed to prepare more information in advance, so they didn't have to ask so much from our staff. I was a bit unhappy that we did not meet some deadlines and targets. While it was more my responsibility than it was theirs, this is something I would change next time. 

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
    We nearly met all of the deadlines.
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    I'm very careful about giving recommendations, because even if someone worked well for you, it doesn't mean it will be as good for someone else. This time, I would give a full recommendation, because I was really happy with the whole process.

UI/UX for Telecommunications Company

“I liked that we were partners in this and that Creative Navy didn’t act like a service provider.”

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Jan. - May 2017
Project summary: 

With the end goal in mind to increase usage, Creative Navy improved the lead management system, re-designing the interface to make it easier to use, more intuitive, and kinder on the eyes.

The Reviewer
 
10,001+ Employees
 
London, United Kingdom
Head of Customer Value Proposition, Telecommunications Company
 
Verified
The Review
Feedback summary: 

Within just four months following the completion of their work, there was a 30% increase in the number of leads being entered into the system. Also, a survey showed user satisfaction. This easy partnership brought about impactful changes, making the system more user-friendly and efficient.

BACKGROUND

Introduce your business and what you do there.

We are a large consortium of telecommunication companies and own several brands across the world, mostly in Europe. I am working for a telecom brand in Central and Eastern Europe as the head of B2B customer value propositions. My main role is to define what a value proposition is for our customers and to work on implementing that so that our sales force has something to sell.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Creative Navy?

We were trying to improve our lead management system, which is a proprietary enterprise software. It had a cumbersome interface to use, and we had trouble with our salespeople using the system in the proper way, i.e. putting in a lead, following through on it, and gaining effectiveness and efficiency in the sales process. The system we had was antiquated with a Windows 98 look and the complexity made it difficult to use. Our end goal was to increase usage.

SOLUTION

What was the scope of their involvement?

Creative Navy helped us to design our current interface for the lead management system making it easy to use and more intuitive. First, they interviewed the sales managers, team leaders, and some of the salespeople to understand what the main concerns and problems with the system were, identifying all key pain points. For example, we had an "edit" button for a field in the top-left corner of the initial interface; that "edit" button was on the bottom-right, which was counterintuitive. Also, links are usually blue, but one wasn’t, so it wasn’t clear that it was clickable. They streamlined the system workflow and the funnel for lead management.

What is the team dynamic?

We had several meetings throughout the process. Creative Navy created mockup designs and presented them to us requesting our feedback on color schemes and patterns. Later, they presented the proposed interface to our salespeople and team leaders to get their impressions of the new design. They worked with our technology and innovation department to put together the back-office pages. Our IT department implemented the design into our actual system.

How did you come to work with Creative Navy?

We had a request for proposal process. It was important for us that Creative Navy had done significant work in interface design. We felt that they were competent and that they could guide us in this process. The price also fit, which was important.

How much have you invested with them?

The cost of the work was around $20,000.

What is the status of this engagement?

We started working with Creative Navy in January 2017 and finished in May 2017.

RESULTS & FEEDBACK

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

Creative Navy delivered everything we needed. We surveyed the sales force three weeks after implementation, monitoring the number of users logging in on a daily basis and time spent on the system. We measured a 30% increase in the number of leads being put in from May through August. Of the total realized sales contracts coming in, 40% of them were in the system and, over the last two months, they increased to 65%, which is very good. The survey showed mostly “satisfied” and “completely satisfied” responses.

Initially, the former system had a step-by-step process that couldn’t be bypassed and users couldn’t see the next step. Inputting information about customers was done in separate screens. Creative Navy put it all together in a nice looking interface, available at a glance as a profile. They made it easy for the salesperson to look at. We had an icon for the address with a building representation. Creative Navy came up with the idea to put suggestive icons next to the field that needed to be filled out, making it easy to lead the user from top-left to bottom-right. Creative Navy made the interface easier on the eyes using pastel tones and rounded edges. It was a night and day change for the people in sales.

Also, there are notifications that go from salespeople to team leaders for applying discounts, which sometimes require going all the way to the country director for approval. Previously, salespeople never knew when they had an approval, and always had to refresh the system and wait for it. The current system is very clear with notifications on top, ordered by priority. Along with the client details, there is info on what needs to be approved (pricing, product, etc.). If there is a new notification, it will pop up in the browser and allow them to follow through more easily.

One effect that we hadn’t anticipated is that it takes a lot less time to train salespeople on the new system. Given that they’re mostly around 24 years old, they are familiar with social media and the system is similar to that so they can understand it easier than their grandfather’s computer.

How did Creative Navy perform from a project management standpoint?

I appreciated that they were reachable and easy to communicate with. We used email, phone, and Skype for our discussions. There was constant dialogue. Whenever we had questions or ideas, we were able to get a hold of Creative Navy, have a quick conversation, and get things resolved. We also had regular project check-ins. I liked that we were partners and that Creative Navy didn’t act like a service provider.

What did you find most impressive about them?

I appreciated the open communication that made us feel like partners. Secondly, Creative Navy acted like a coach to us. We had the feeling of being taken through a complicated thing and they were making it easy for us to understand and tag along. They are experienced and know what they were talking about, and they were able to simplify things so that we were able to understand them. Thirdly, they had creativity and openness to explore new things. They were open to doing things from the ground up, like redesigning an icon on paper. Creative Navy did things in order to best represent us as a company and make us happy with a system we’d be looking at a lot, instead of using a stock icon from some web page.

Are there any areas they could improve?

There were no indiscretions from Creative Navy’s side.

5.0
Overall Score Great communication and knowledgeable.
  • 4.5 Scheduling
    ON TIME / DEADLINES
    We had more feedback loops than we liked at times. There were some two-day delays, but nothing that could jeopardize the project.
  • 5.0 Cost
    Value / within estimates
    Seeing the results, we would have paid more.
  • 5.0 Quality
    Service & deliverables
    I am completely satisfied. If we have any other interface projects, we’ll definitely work with Creative Navy again.
  • 5.0 NPS
    Willing to refer
    I would do so immediately to people looking for interface design.