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We deliver transformation, powered by UX and tech

4.6
20 reviews

Established in 2005, Cyber-Duck is a leading digital transformation agency that works with global brands such as the Bank of England, Cancer Research and Mitsubishi Electric.

Cyber-Duck delivers transformation, powered by user-centred design, data and technology. Its unique user-centred design process is ISO accredited. Driven by agile and lean project management principles, its experts ensure your brand, website and marketing campaigns perform exceptionally, every time.

The team has spoken as industry experts on BBC Watchdog and The Gadget Show alongside notable conferences like SXSWi, UKTI and UX London. The agency is part of Deloitte’s Technology Fast 500 (EMEA) and has won sought after awards including the Webby, Wirehive 100 and UXUK Awards.

Cyber-Duck's services include:

User Experience

Designing engaging interfaces is at the heart of what we do. Our accredited user-centred design process drives each website, app, brand or product we produce.  

Digital Transformation

With technology as an enabler, we drive user-focused transformation through focusing on your users, data, process and culture.

Development

Our agile development process ensures rapid and high quality delivery. We produce everything from websites, apps and ecommerce systems through to CRM and SaaS. These include SilverStripe, Drupal, Magento, Sitecore and PWAs.

Marketing

More than implementing campaigns, we fuse creativity and data-driven design to implement cross-channel marketing strategies that improve your conversion rate and drive consistent growth.

Brand Strategy

We create compelling brands that convey companies’ mission, values and personality. This sets the tone for emotive user experiences that engage with customers in a meaningful way. 

READ MORE...
 
$25,000+
 
$100 - $149 / hr
 
10 - 49
 Founded
2005
Show all +
London, United Kingdom
headquarters
  • 85 Cowcross Street, Farringdon
    London EC1M 6PF
    United Kingdom
    +44.20.8953.0070
other locations

Portfolio

Key clients: 

span a wide range of sectors, including Government Services, Pharmaceutical, FinTech, Travel & Leisure, Automotive, Retail, Not for Profit and more. We enjoy working with exciting startups and global brands that include the Bank of England, Thomas Cook Money, Mitsubishi Electric, Cancer Research UK, GlaxoSmithKline, Homepride Flour, Aston Martin and Arsenal FC.

Reviews

4.6
20 reviews
Sort by

Mobile App Development for Government Agency

“They’re flexible, fluid, and responsive to requirements as they arise.”

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4.5

Quality: 
4.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
Confidential
 
Mar. 2019 - Ongoing
Project summary: 

Cyber-Duck provides mobile app development for a government management agency. In efforts to increase demographic diversity, they built the app so users can work through a recruiting assessment exercise.

The Reviewer
 
1,001-5,000 Employees
 
London, England
Chief Assessor, Government Leadership Management
 
Verified
The Review
Feedback summary: 

The application has received praise and positive user feedback, highlighting its ease of navigation and usability. Cyber-Duck delivers high-quality work and effectively addresses needs and questions. They're quick to resolve issues and transparent in providing project status and updates.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

We support the UK government in delivering its various policy areas and commitments to the public.

More specifically, I work in the early talent department and focus on recruiting graduates into the organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We wanted an agency to create an application for the graduate recruitment program. This app would deliver an assessment to the applicants. In terms of objectives, we wanted to update our approach and increase the demographic diversity of those who applied and were successful with the program at the assessment stage. Our goals were to attract the very best candidates by utilizing and modernizing our recruiting approach.

In turn, we wanted to enhance the candidate experience by providing something that’s positive, interesting, visual, and engaging. To do this, we needed external support to deliver the digital platform. The application would include a number of exercises that candidates would undertake as part of the selection process.

We wanted it built for iOS, specifically for iPads. Through the app, candidates can go through the exercises and provide their responses according to the information, videos, and other media.

SOLUTION

What was the scope of their involvement?

Cyber-Duck designed and developed the application. We provided an overall view of what we wanted in terms of the delivery of the assessment exercises. Our team emphasized that we wanted the app to be efficient, engaging, exciting, and easy to use. They handled everything and utilized their expertise in terms of transforming concepts into practicality.

What is the team composition?

We had one main point of contact. They steered the work on a day-by-day and week-by-week basis. In the initial phases of the engagement, there were a lot of other parties involved, including software developers and QA testers.

How did you come to work with Cyber-Duck?

We conducted a competitive process where we invited different organizations to submit their proposals, and then we reviewed them against our criteria. After making a shortlist of firms, we met with them face-to-face so they could provide a presentation and answer our questions. It was on that basis which we identified that Cyber-Duck offered the best service. Their product was most likely to succeed, and there was value for our money as well.

What is the status of this engagement?

The engagement began in March 2019, and it’s ongoing.

RESULTS & FEEDBACK

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

In the end, we had about 4,000 candidates. 

How did Cyber-Duck perform from a project management standpoint?

Project management has gone well, and we mostly communicate through Zoom. Cyber-Duck answers our questions and addresses all our needs. They keep us updated with respect to progress as well as identify difficulties and quickly provide solutions when they arise. Their team delivers on the specific government requirements and make sure the solution is accessible to all candidates.

We held weekly meetings to update and look at objectives as well as ensure the project was staying on course. There was transparency in making sure goals were achieved. Cyber-Duck was supportive and involved throughout the process. Also, they were helpful in terms of obtaining what was feasible within the requirements.

What did you find most impressive about them?

I’m really impressed with the way Cyber-Duck manages the project in an agile way. They’re flexible, fluid, and responsive to requirements as they arise. What’s more, they do all of this in a positive, friendly fashion. It’s been a great experience, and they conduct themselves well.

Are there any areas they could improve?

There were occasions when the user testing could have been done more comprehensively. It would’ve been especially beneficial if they addressed these onsite rather than in their own workspace. However, overall, they’ve run the project well and with effective delivery so we’re happy.

Do you have any advice for potential customers?

Have a clear set of objectives and milestones. Also, consider different options that may arise. There are always many avenues of approach so review the best way forward when you have a number of different alternatives. It’s worth the cost and it helps to work closely with Cyber-Duck in order to get the best from them.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer

UI Design for Email Signature Organization

"You’re buying a service and a set of expertise and skills; listen to what they say."

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4.5

Quality: 
4.5
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Jun. - Nov. 2019
Project summary: 

Cyber-Duck spearheaded a SaaS product redesign, initiating a lengthy customer interview and survey process to identify pain points. Deliverables included brand guidelines, wireframes, and implementation.

The Reviewer
 
51 - 200 Employees
 
Crowborough, United Kingdom
Daniel Richardson
CTO, Exclaimer
 
Verified
The Review
Feedback summary: 

Collaborative and flexible, Cyber-Duck established weekly review sessions, allowing them to manage the engagement effectively. They maintained top-level professionalism, and internal stakeholders praise them for their identification of success metrics. Customers can expect a thorough partner.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of Exclaimer. We take an email that someone sends through G-Suite or Office365 and add a signature to it.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We have a UI component of the production, which is where the admin or marketing person has to set up the application, linking it to their Office365 or G-Suite portal and designing the signature for the email. The UI was very tired. It was the same one as when we launched it five years ago. It was feature-rich and did its job, but it looked dated. We needed an agency to tell us what was wrong, come up with some alternatives, and go through the stages of designing the artwork.

SOLUTION

What was the scope of their involvement?

We weren’t sure whether it was the IT people buying our products, in which case you’re talking to a very technical person, or whether it was the people who push it down to the IT people. They helped us understand who our customers were, developing personas through interviews. We also set up a trial where we could track exactly where in the onboarding process we were losing customers. Then, they laid out how they would move forward. We didn’t have an understanding of the solution yet, but we knew what the problem was.

We had a strategic development committed inside our organization, and they would sign off at each stage of this project. They agreed with Cyber-Duck’s process.

Eventually, we reached the design sessions. They locked themselves in a room and presented a range of options to us. This helped us settle onto a general concept and framework, after which they developed what the screens might look like and what the artwork might look like. Their final output was a high number of detailed wireframes of what the application should look like together. We also got a set of branding guidelines including where the buttons should be and what the fonts should be. Additionally, they provided pointers on how to implement some of their non-mainstream ideas from a development perspective.

What is the team composition?

We work in weekly development sprints, and we tried to push them down that road as they did that implementation, so they appointed a project manager. We had a lot of interacting with them, but in the first couple of weeks, we discovered that rather than have them do two weeks of work and then deliver something, it needed to be much more collaborative. That was our mistake. Afterword, the project manager handled the logistics and we mostly spoke to the lead designer on the team. As we moved into the artwork, they brought in different people. All along, we felt like we were dealing with the people doing the work, not this sort of artificial wrapper.

How did you come to work with Cyber-Duck?

I’d used several organizations in the past and knew the kind of agency I was looking for: a UX, usability agency. I had a couple of suppliers a list from a previous life and I was looking on Clutch and some other sites to develop a shortlist. My development head brought the list from six down to four, and then we invited those four in.

Our board met with the top two options, and most people favored Cyber-Duck, and they came across as professionals. When we signed with Cyber-Duck, they told us they had to understand how our product work. And they didn’t just sit through a half-hour demo. They talked to our existing customers to find out how they use our products, our prospective customers, and customers we lost.

How much have you invested with them?

We spent around $90,000 with them.

What is the status of this engagement?

We’ve worked together from June until November 2019. We’re just about to release the first iteration of their work into production.

RESULTS & FEEDBACK

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

One of the things our board insisted on was determining the metrics we’d judge success on. We haven’t pushed anything out into production, but we have 15 metrics to monitor once it goes live, and Cyber-Duck came up with most of them.

There was one screen in the onboarding where we lost 40% of our traffic. The process was slow until then, but there we asked them for all the admin details of their organization and didn’t tell them why. They took it upon themselves to get that number down to 10%. When we go into production, we know what we’re expecting to see.

How did Cyber-Duck perform from a project management standpoint?

They gave us access to the tools, took us through them. Every time they made a change, we could see it. They also put up notes that said “work in progress” so we’d know not to comment on something yet.

Additionally, we were relatively close, only a two-and-a-half-hour train ride away so we could do a face-to-face when we needed. They were accommodating of meeting on short notice if there was a miscommunication on some screens or they didn’t have a handle on one particular area. I don’t think we could fault communication. They had our direct contact details.

The only real issue was the timing. We bought 100 hours, and there was a point where we didn’t think we were getting full visibility into how hours were being tracked. So, we had a discussion about how to improve things and they got on track.

What did you find most impressive about them?

Their professionalism stands out. We looked at one other agency who seemed very creative and promised to give us exactly what we needed. It was very touchy-feely, and we were conscious of the fact that we are private-equity backed and have very corporate thinkers on the opposite end of the creative spectrum. We needed vendor that would be able to sit in front of our senior financial people and wouldn’t lose them off in left field when they went into the creative mode.

Are there any areas they could improve?

There were minor things, but that would be nitpicking. If we found anything along the way we weren’t happy with, we had a discussion and fixed it. We had retrospectives at the end of every week where we fixed things.

Do you have any advice for potential customers?

Listen to the way they’re used to working. Don’t try and shoehorn your way of working in there. In other words, you’re buying a service and a set of expertise and skills; listen to what they say.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Digital Marketing Services for Biopharma Company

“They’re willing to get the work done that’s been scoped out, and they’re easy to work with.”

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
2016 - Ongoing
Project summary: 

Cyber-Duck provides digital marketing services to a biopharma company. They manage their Google Ads account and do on-site SEO, keyword planning, metadata tagging, tracking, and reporting.

The Reviewer
 
1-10 Employees
 
New York, New York
Marketing Lead, Biopharmaceutical Company
 
Verified
The Review
Feedback summary: 

Cyber-Duck has played a critical role in increasing site traffic, sales leads and referrals, and other benchmarks. Despite being on a different continent, the team is incredibly hands-on and responsive. They collaborate seamlessly with internal stakeholders and their creative advertising agency.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I work at a biopharma company focused on oncology-related products.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We hired Cyber-Duck to provide a number of digital marketing services.

SOLUTION

What was the scope of their involvement?

Cyber-Duck manages our website and optimizes it to help with our digital presence. They collaborate with our agency of record, a creative advertising agency that develops our site’s content. 

Cyber-Duck also does behind-the-scene work related to our digital programs, tracking, and reporting. The team manages our Google Ads account, doing keyword planning and metadata tagging. They make recommendations to ensure we’re complying and optimizing our effort.

What is the team composition?

I work with a core group of 3–5 people, which varies depending on how active things are. I’m sure there are backend people that I don’t have visibility to.

How did you come to work with Cyber-Duck?

I’ve personally been working with them since I joined my company about a year-and-a-half ago. However, Cyber-Duck had an existing relationship and book of business with the company. 

What is the status of this engagement?

My company has a relationship with Cyber-Duck that goes back several years, until at least 2016, if not before. The partnership is ongoing. 

RESULTS & FEEDBACK

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

We do regular reporting of site traffic, sales leads and referrals, and other KPIs and benchmarks, and we’ve seen an increase in all of those indicators. This increase falls under a team effort of Cyber-Duck’s work and that of our advertising agency.

How did Cyber-Duck perform from a project management standpoint?

They’ve been fantastic in this regard. They’re wonderful.

What did you find most impressive about them?

There are a couple of things. First, even though we’re on two different continents—they’re in England, and I’m in the U.S.—it never feels like it. Cyber-Duck is very hands-on, and their communication is solid and regular. Their updates are also very reliable. 

Second, we set out the terms of the project at the beginning, and I never feel like we’re being nickeled and dimed. They’re willing to get the work done that’s been scoped out, and they’re easy to work with. The team is flexible and customer-minded, and their prices are fair. They’re also very collaborative with our partner agency; I’ve worked with other agencies where one party is always trying to get the business of the other one, but Cyber-Duck seems very supportive of the arrangements that we have.

Are there any areas they could improve?

Honestly, I can’t think of anything. I’m very satisfied.

Any advice for potential customers?

Lay out your strategic needs upfront. I’ve found that the Cyber-Duck team will work to scope out the project, and they usually provide some additional ideas or value add. Just be clear about your objectives, and Cyber-Duck will execute. 

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    We’ve always made deadlines, with room to spare.
  • 5.0 Cost
    Value / within estimates
    They’re very reasonable.
  • 5.0 Quality
    Service & deliverables
    They meet their deadlines. They’re solution-oriented and communicate really well.
  • 5.0 NPS
    Willing to refer

UX Design for Manufacturing Company

“They were able to turn around quality UX designs under our tight timelines...”

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3.5

Quality: 
4.0
Schedule: 
3.0
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
$50,000 to $199,999
 
Feb. - Dec. 2018
Project summary: 

Cyber-Duck provided UX design services, creating specifications for a third-party developer to build from. They also provided usability testing, recruiting testers in the process. 

The Reviewer
 
1001-10,000 Employees
 
Milton Keynes, UK
Sam Edwards
Digital Marketing Director, Essentra
 
Verified
The Review
Feedback summary: 

Cyber-Duck's UX designs have received a lot of positive feedback from users and testers thus far. Although some of their communications could've been better, they were very pragmatic, timely, and flexible in their approach overall. 

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm the digital marketing director at Essentra, a manufacturer of various metal hardware and plastic components. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We were in the process of migrating 47 websites across six different platforms and replacing them with one platform, consisting of 30 transactional websites in the markets we operate in. We reached out to Cyber-Duck to develop the UX from scratch, so we could provide the designs to a different vendor to develop. 

SOLUTION

What was the scope of their involvement?

Cyber-Duck designed the UX of our new platform from scratch, providing specifications for third party developers to build from. We also reengaged them to help with some usability testing with internal testers, as well as an external group of users used as a proxy for customers. They recruited engineers to act as prime examples of our target audience in the process. 

What is the team composition? 

I worked with a couple primary contacts, including David (Project Manager, Cyber-Duck), a lead designer, and the Chief Production Officer. 

How did you come to work with Cyber-Duck?

We researched and shortlisted a number of different UX agencies, and ultimately brought two firms in to present a proposal to us. Based on their brief, we felt Cyber-Duck was the best company for the project.

How much have you invested with them?

We invested £60,000–£70,000 (about $78,000–$91,000 USD).

What is the status of this engagement?

We worked with them from February–December 2018. 

RESULTS & FEEDBACK

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

We've received a lot of positive feedback from users after launching our first site. Although we're still waiting on more data, it's performing very well and delivering as expected thus far. 

How did Cyber-Duck perform from a project management standpoint?

They performed well; we had regular meetings with their team and used Teamwork to track milestones and progress.

What did you find most impressive about them?

They took a much more pragmatic approach to the project compared to other vendors we considered. They were able to turn around quality UX designs under our tight timelines, applying a level of flexibility in their approach that allowed us to add to the scope of work as needed.

Are there any areas they could improve?

Some of the communication and documentation of their work could've been improved as we made changes to project requirements.

Do you have any advice for potential customers?

Be clear about project goals, requirements, and timelines from the start. 

3.5
Overall Score
  • 3.0 Scheduling
    ON TIME / DEADLINES
    A few deliverables got off track and communication wasn't as clear as it could've been.
  • 4.0 Cost
    Value / within estimates
    They delivered what we needed on time.
  • 4.0 Quality
    Service & deliverables
    Our developers were able to execute well based on the specifications Cyber-Duck created.
  • 4.0 NPS
    Willing to refer
    They provided great services overall, so I'd definitely recommend them.

Web Development for Railway Company

“I have complete confidence in their ability to manage multiple deadlines, timelines, and project elements.”

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4.0

Quality: 
4.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
$50,000 to $199,999
 
Sept. 2018 - Mar. 2019
Project summary: 

Cyber-Duck built out a website based on wireframes the in-house team provided, modifying the design as needed. On an ongoing basis, they provide AdWords, SEO, hosting, and web support services. 

The Reviewer
 
11-50 Employees
 
London, UK
Executive of External Affairs, Transportation Company
 
Verified
The Review
Feedback summary: 

After delivering the website to spec, Cyber-Duck ran a Google Ads campaign that elevated it to the top of search results. Based on Google Analytics, their efforts have markedly increased web traffic. Highly organized and professional, they also flexibly made immediate ad-hoc changes.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the director of external affairs for a railway company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

Our company needed help developing a website that was compatible with the brand we’d already had an agency create.

SOLUTION

What was the scope of their involvement?

Cyber-Duck developed our website from scratch. We provided them with very high-level wireframes. During the initial build, they interpreted and changed the designs based on the intended functionality.

They’ve also provided ongoing services that range from hosting and AdWords to SEO and day-to-day web support.

What is the team composition? 

A project manager is our day-to-day point of contact. A couple of developers handled the coding and built the website. A UX resource worked with us in the beginning of the project, and they added a user acceptance testing (UAT) person towards the end. The team also included dedicated people for SEO and senior staff members to facilitate our discussions.

How did you come to work with Cyber-Duck?

We put out a tender to our subscription list, and Cyber-Duck made the shortlist. They were the most successful of all the agencies we brought in for consideration.

How much have you invested with them?

We spent $50,000-$100,000.

What is the status of this engagement?

We worked together from September 2018–March 2019.

RESULTS & FEEDBACK

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

Everyone loves the website Cyber-Duck delivered. We haven’t had a single complaint. Recently, we recently launched a public consultation for our project. 

When the site was brand new, we weren’t yet ranked the highest on search engines like Google and Bing. After Cyber-Duck started using Google Ads, we were at the top of the search rankings.  As we’ve been tracking the website through Google Analytics, we’ve seen an increase in traffic.

How did Cyber-Duck perform from a project management standpoint?

Cyber-Duck added a level of granularity to the work and tracked everything we needed to get done. They’re very rigid, sent detailed timelines that outlined what they were working on, and stayed on top of everything. Project management was very good overall. 

As a design agency, our collaboration had an interesting structure. On minor occasions, we had to chase them down, but generally speaking, they met all the timeframes we set.

Cyber-Duck provided timelines and scheduled daily and weekly calls. They were always free to take a call or have us visit their office. They met with us at our office, as well. Not all their staff is in London. It’d be ideal if they were all local so we could meet in person a bit more.

What did you find most impressive about them?

Cyber-Duck set up the project very professionally. They kept us on track and clearly identified issues in advance. Their work approach was very structured, which is exactly what we needed. I have complete confidence in their ability to manage multiple deadlines, timelines, and project elements.

Are there any areas they could improve?

Our website development had compressed timelines, which required an increased pace and degree of flexibility. Cyber-Duck is very structured, which made it harder to flex whenever we needed. This isn’t necessarily a negative since they had everything under control. They were able to make changes on the fly right away.

Do you have any advice for potential customers?

Be clear and upfront about what you want.
 

4.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer

Web Development for Cancer Nonprofit

"They’re always happy to give advice or input, even if that's not part of the project they’re being paid for."

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5.0

Quality: 
5.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
2014 - Ongoing
Project summary: 

Cyber-Duck designed and developed a corporate website while also providing brand consulting.

The Reviewer
 
11-50 Employees
 
London, UK
Chandni Lodhia
Product and Marketing Manager, Ximbio
 
Verified
The Review
Feedback summary: 

User feedback has been consistently positive over multiple years of functionality rollouts. Flexible and helpful, Cyber-Duck takes a deep interest in the client’s business to build a close relationship.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm the product and marketing manager for Ximbio. We’re the commercial arm of Cancer Research UK, a UK-based charity, focused on reagents research.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We decided to spin off from Cancer Research UK and create our own brand for the reagents part of the business. We needed a partner to build our website and consult on the brand.

SOLUTION

What was the scope of their involvement?

Cyber-Duck designed and developed our website. They also advised on branding and user journeys.

The site is similar to an e-commerce one. Our customers are able to register on the website and establish both company and personal profiles. Users can upload new products and data, link the products to our suppliers, and send inquiries.  

How did you come to work with Cyber-Duck?

They were already working for Cancer Research UK on a small project.

How much have you invested with them?

We’ve spent upwards of £200,000 (approximately $258,000 USD).

What is the status of this engagement?

We started working with them in 2014, and it’s ongoing.

RESULTS & FEEDBACK

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

We release new features every year, and the user feedback we get has always been positive.

How did Cyber-Duck perform from a project management standpoint?

They’re very helpful and flexible. We have a close-knit relationship with them.

What did you find most impressive about them?

They take a personal interest in their clients. They don’t wait for you to tell them what you need. They’re always happy to give advice or input, even if that's not part of the project they’re being paid for.

Are there any areas they could improve?

Our project is a lot smaller than other projects. It's not always clear how much time and resources are allocated to us. It could be helpful to have more information about how these things are calculated. Otherwise, they’re great.

Do you have any advice for potential customers?

Spend time describing the business and the project. If they understand every mission and goal, it will help them offer better advice and better solutions.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

UX Development for Insurance Tech Company

“I was very satisfied with the site overall.”

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4.0

Quality: 
4.5
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
Confidential
 
Oct. – Dec. 2018
Project summary: 

Cyber-Duck improved the UX of an existing website by enhancing its design and development. They tweaked the CMS and amended the backend code to improve the Acquia Cloud hosting flow. They also did training.

The Reviewer
 
201-500 Employees
 
London, England
Digital Marketing Manager, Insurance Tech Company
 
Verified
The Review
Feedback summary: 

According to positive user feedback, Cyber-Duck successfully enriched the UX of the site. The team offered strong flexibility in accommodating a global company with many short deadlines. They went above and beyond the scope to offer training to enable the company’s team members.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m a digital marketing manager for an insurance tech company. We provide an IoT platform for insurance companies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

Our main business challenge came from having multiple clients and products around the world, requiring us to consolidate content, improve UX, and develop a more appealing digital customer journey.

SOLUTION

What was the scope of their involvement?

We have a main global website, and we needed help improving not only the general customer experience but also the content and navigation. We also needed to make some technical changes to the site. Cyber-Duck provided both design and development, and they helped with our CMS. We use Acquia Cloud for hosting, and they ensured better flow with amendments to the backend code. They gave us their opinions on what could improve from a visualization perspective and worked with our head of branding and communications in order to jazz up the style.

They also did training sessions with our team members to enable us to make our own changes. Interestingly, those services weren’t part of the package, but one of Cyber-Duck’s members went above and beyond by working closely with me to get me trained well enough to train my team members.

What is the team composition?

We had a main technical contact, who spoke the same language as many of our colleagues. We had five main people working on the project including two technical designers. The project manager and the main tech contact were available 24/7, and their co-founder/client services officer joined them from time to time.

How did you come to work with Cyber-Duck?

Cyber-Duck came highly recommended by a partner of the company worked with them previously. Five companies pitched to us, and we made a choice based on budget, skillsets, and the team vibes. We were impressed by Cyber-Duck’s work samples. They were local to us, which was also a big help. We have teams globally, and Cyber-Duck was able to accommodate that better than other providers.

How much have you invested with them?

Cyber-Duck’s costs were reasonable and in line with expectations.

What is the status of this engagement?

We worked with them for a couple of months, finalizing around December 2018.

RESULTS & FEEDBACK

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

One of the most important metrics was people’s responses to what the website looked like, and those were extremely positive. Having been the one who was most involved in the project, I was very satisfied with the site overall.

How did Cyber-Duck perform from a project management standpoint?

They were great in this area. Our company is complicated to work with having various teams in multiple time zones, some of whom don’t speak English well. In some instances, there was some miscommunication and misalignment between Cyber-Duck and our team, but, once that was acknowledged, we were able to get back on track, so it was never detrimental to the finalization of the project itself.

Cyber-Duck was flexible in accommodating different time zones. We required a lot of last minute changes and flexibility. Our company was in the middle of a lot of changes, requiring some extremely important news releases, and Cyber-Duck had to be flexible during this complicated time. This meant working extra hours and doing additional testing and development work. They responded well to such challenges.

What did you find most impressive about them?

The main developer stationed on our project went above and beyond what the contract said in order to assist us. This included making updates on weekends and jumping on additional calls in order to clarify the training sessions. We value working with people who make extra efforts like this.

Are there any areas they could improve?

The one instance where there was miscommunication regarded the graphic side of things, which is always personal. Everyone has an opinion regarding the brand identity and how it should look. It was perhaps the fault of both parties. We needed to establish clearly what the brand identity criteria were, so it’s not necessarily something that Cyber-Duck needs to improve. Were we to repeat this process, we’d need to provide clearer expectations at the beginning.

Do you have any advice for future clients of theirs?

It’s important to be vocal. Cyber-Duck is proactive about organizing touch points and meetings, but companies need to be vocal as well in order to maximize the team’s performance. That’s key for any company wanting to work with them as they are willing and able to adjust and amp up their conversation, but we need to be proactive in organizing and pushing it forward.

4.0
Overall Score It was a positive experience.
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer

Web Design for Wealth Management Firm

"Their output and professionalism are both impressive, and they maintain an intimate dynamic."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
June - Oct. 2018
Project summary: 

Cyber-Duck updated the design of a wealth management firm’s customer log-in portal to facilitate easier navigation. In doing so, they created customer journey wireframes specific to that portion of the site.

The Reviewer
 
201-500 Employees
 
United Kingdom
Rebekah Duckett
Head of Propositions, James Hay Partnership
 
Verified
The Review
Feedback summary: 

User testing and consumer research yielded positive reviews of the website. Cyber-Duck succeeds in establishing an individualized atmosphere while producing deliverables akin to those of much larger firms. The team’s ability to consistently provide quality work has fostered further collaboration.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I am the head of propositions at James Hay Partnership, a retirement wealth management firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We contracted with Cyber-Duck to update our website to improve the online experience for our customers. We wanted to make it easier to navigate while adding functionalities consumers needed.

SOLUTION

What was the scope of their involvement?

The website in question for this project was a logged-in section of our site, where people can choose and track their policies online. We relied on Cyber-Duck to redesign that section of our site. Within that task, they built a number of wireframes for customer journeys specific to that portion of the website.

What is the team composition?

We worked with a project manager, a UX staffer, and a few developers.

How did you come to work with Cyber-Duck?

We selected Cyber-Duck following an RFI process.

What is the status of this engagement?

Our initial engagement spanned June–October 2018, but we have since agreed to another collaboration.

RESULTS & FEEDBACK

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

Following the website’s completion, Cyber-Duck conducted consumer research and interviewed members of our internal staff. They also performed usability testing with the same groups, and the feedback about the website has been tremendous.

How did Cyber-Duck perform from a project management standpoint?

They kept to our budget and kept me informed through the entire engagement. I had daily check-ins with them so that I never felt in the dark about our progress.

What did you find most impressive about them?

They are professional in everything they do, and everything they produce looks brilliant. They don’t feel like a corporate organization that is bound by rigid rules. There is a lot of flexibility. They feel like a small business with very high standards. Their output and professionalism are both impressive, and they maintain an intimate dynamic.

Are there any areas they could improve?

Because we were working in two-week cycles, we had a lot of flexibility to decide what we were doing next. We weren’t tied to a schedule, and we worked very collaboratively. We managed to create a strong working relationship that was beneficial for both of us, so I don’t think they could have improved in any way.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Web Development for Car Product Company

"They were a quality agency with a thorough and structured approach."

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4.5

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
June 2017 - May 2018
Project summary: 

Cyber-Duck rebuilt a portal, developing the frontend and backend for Magento. They designed wireframes, built an admin side, search functionalities, and created a landing page.

The Reviewer
 
51-200 Employees
 
United Kingdom
Marketing Manager, Car Products Company
 
Verified
The Review
Feedback summary: 

The new portal was functional and reliable. Its robust performance earned positive user feedback and resulted in fewer customer service issues. Cyber-Duck was communicative and highly knowledgeable. Their valuable advice and recommendations enhanced the quality of results.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing manager for a manufacturer of premium retail and professional car care products. I focus on a specific range of products used by dealerships, as well as vehicle manufacturers within the UK.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

The dealerships need to obtain a guarantee from consumers when they sell one of our products. We provide a portal for dealerships to register that guarantee. However, our solution was 10 years old and out of date. The portal wasn’t robust; it was falling over and the UX didn’t meet our expectations. We wanted a reliable and functional solution to represent our brand better.

SOLUTION

What was the scope of their involvement?

First, we had a meeting with Cyber-Duck and other portal stakeholders to explain the solution’s purpose and desired functionalities. We facilitated a workshop; their team then built out the scope and content document. We then went through a strategy phase and Cyber-Duck delivered wireframes during the subsequent design phase. Next, they did backend and frontend development, and then executed testing.

Although we had an existing portal, Cyber-Duck rebuilt the solution from scratch on Magento—as the new platform. The team created a landing page, a dashboard, an FAQ page, and an admin side to support users.

How did you come to work with Cyber-Duck?

I had worked with them at a previous job. We did contact our current web development agency because we wanted to consider a few different companies. We hired Cyber-Duck because they had considerable experience and a wide range of technical abilities.

How much have you invested with them?

We spent around £50,000 ($63,942 USD).

What is the status of this engagement?

Initial discussions started in June 2017 and we began work in September. The project ended in May 2018.

RESULTS & FEEDBACK

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

Cyber-Duck successfully created a more robust system that reduced the number of calls into our customer care team. The portal received positive user feedback for its intuitive navigation. Overall, we had a positive post-launch experience.

How did Cyber-Duck perform from a project management standpoint?

The team’s performance was consistent. We spoke constantly and I provided regular feedback. We had weekly conference calls and tracked progress with Teamwork and Jira.

What did you find most impressive about them?

They were a quality agency with a thorough and structured approach. The team’s experience enabled them to make numerous suggestions and recommendations. My colleagues and I appreciated that level of expertise; it’s why we hired them.

Are there any areas they could improve?

No. There were a few bugs in the first weeks after launch, but nothing is perfect.

Do you have any advice for potential customers?

Make the most of their frontline services and strategy prior to implementation. The initial research phase is important. Ask questions and feel empowered to alter the statement of work based on feedback. Cyber-Duck is invested in their customers’ success. They are more knowledgeable than most clients anticipate. The team capably balances creativity and practicality; they are not pushy in any sense. Keep asking questions to get the best out of them.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
    The team was technically competent and flexible. They identified creative solutions for any issue.
  • 4.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
    The team was technically competent and flexible. They identified creative solutions for any issue.
  • 5.0 NPS
    Willing to refer
    I would definitely recommend them.

Website Research and UX Audit for Dispute Resolution Firm

"The research gives us a much richer understanding of who our users are."

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4.5

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Oct. 2017 - Mar. 2018
Project summary: 

Using focus groups and surveys, Cyber-Duck conducted research on website users and their expectations of the site. They also conducted a UX audit.

The Reviewer
 
1000 - 2000 Employees
 
London, UK
Head of Digital Engagement, Dispute Resolution Firm
 
Verified
The Review
Feedback summary: 

Internal feedback has been overwhelmingly positive, resulting in approval to redesign the website. Cyber-Duck kept the project moving (and on budget) through constant communication. The team’s quality deliverables set them up for the next phase of the engagement.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m head of digital engagement for a dispute resolution service.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cyber-Duck?

We have an old, legacy website with outdated content and no CMS technology. We needed help building a business case internally to get the funding to rebuild our site.

SOLUTION

What was the scope of their involvement?

Cyber-Duck provided research in a couple of areas. The first was to get a better understanding of what our users want from our digital channels. Second was to compare what people were expecting when they came to our site with what the site actually provides. They did a number of focus groups and surveys, as well as looking at our website analytics. Lastly, they did a UX audit in order to provide suggestions for how we could better develop our digital strategy.

What is the team composition?

We primarily worked with a core team of four. They brought other people onto parts of the project as needed.

How did you come to work with Cyber-Duck?

We found them through a U.K. government procurement framework. We asked a number of agencies to tender. Cyber-Duck responded to our requirements, and then presented to us in person.

How much have you invested with them?

This first research phase cost £150,000 (approximately $195,000 USD).

What is the status of this engagement?

The project took place between October 2017–March 2018. We plan to start the second phase of the project with them soon.

RESULTS & FEEDBACK

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

The bottom line is they delivered what we wanted them to deliver. The research gives us a much richer understanding of who our users are, what they expect from us, and how we can best meet those needs. My team can make better decisions in managing our current site because we know exactly what’s failing and where we can make improvements. Using all the evidence to build our business case, we got internal sign-off to move ahead to rebuild our site.

How did Cyber-Duck perform from a project management standpoint?

Their team was very strong. They used Teamwork project management tool, and we had a dedicated project manager throughout. He was always available, and kept on top of us (as well as his own team). They delivered everything on time. If any deadline slipped, it’s because we held up the process. They were adaptable and helpful.

What did you find most impressive about them?

They got to know us very quickly. We're an unusual organization in terms of what we do and how we operate. Usually when we work with external suppliers, we have to spend a lot of time having to redo things. They made it clear from their first pitch that they'd done their research and understood us. We were able to move a lot quicker because they got exactly what challenges we were facing. In addition, it’s clear that they’re passionate about UX design and it comes through in everything they do.

4.5
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They hit every deadline.
  • 4.5 Cost
    Value / within estimates
    They met their quote, and were competitive with other firms we considered.
  • 4.5 Quality
    Service & deliverables
    They delivered everything to a high standard.
  • 5.0 NPS
    Willing to refer
    We’re happy to be using them again.