What was the scope of their involvement?
We sat down with Experience Dynamics to help them understand our company, product, and goals. We left the how up to them to determine the right strategy and tactics to accomplish our goals. They were able to quickly pull their resources together and help us move out into two swim lanes at the same time.
One strategy was to do an online survey with our customers. We had a lot of questions and we received 80-90% response from our customers, which was phenomenal. They wanted to participate and help us improve our software. We started off getting this data to help us decide where we go next and where the opportunities are.
Then we did onsite meetings with customers. We did 40 interviews across three primary markets: restaurants, manufacturing, and grocery stores. They quickly identified customers that were willing to meet with us and do interviews onsite. We selected some local customers so our team members from ESHA could attend, which was great. Then we also had some meetings in other parts of the United States. What was very impressive to us is how quickly they were able to identify our customers based on the criteria that we gave them and get their foot in the door to do interviews. They executed on schedule and were able to complete the interviews within 30 days. It was amazing. Then, we received videotapes of this material so we were able to share it with all of our employees. It was eye-opening to see people using our software and to see the things that were going well and weren’t going so well. Our developers were in awe of this customer feedback. To date, that’s been a very good experience.
After we gathered that data, we moved into the next phase of training our employees. Experience Dynamics came on site and explained to our employees what we were doing and how we were doing it, which was very helpful. Then we started an educational coaching series with our developers and project managers learning this process of how to develop software through the customer’s perspective instead of building new ideas and throwing them out there to see if they work. That’s typical for software developers. This has given us muscle and ability to pull in our customers upfront as we develop software.
Today we’re doing the UI design with all of this data, with our developers involved in the process. We’re doing the sketches and getting the wireframes together. In short time, we’ll go back to our customers and show them some prototypes of our new ideas and our software products. We’re delighted because we have great customers. The food industry is full of great people who want to help you to succeed. It’s fun working in this industry.
What is the team dynamic?
Typically we’re dealing with three people at Experience Dynamics, and they’re using resources as needed to fill in the gaps. Primarily we worked with Frank [CEO, Experience Dynamics] and Alison [Managing Partner, Experience Dynamics] on the initial stage. Now we’ve brought Daniel [Designer, Experience Dynamics] in who is really talented on the UI development side.
How did you come to work with Experience Dynamics?
I’ve done this in past. I’ve used several companies to help develop software, so I did the same due diligence. I reached out to three companies and talked with them about our project and how we’d approach it. Out of three, Experience Dynamics surfaced to the top very quickly with the type of people I thought would fit with our culture. They have the competency and ability to deliver results. It was a really good match with their personalities and our company. I knew they were going to spend a lot of time with us. I’m very careful whom I choose because they’re meeting with our prime customers and I want to make sure I’m picking the right ambassadors.
How much have you invested with Experience Dynamics?
We have invested approximately $100,000.
What is the status of this engagement?
We started working with them in May 2017. It’s been two or three months and the work is ongoing. Phase one is done, which was collecting all the research data and being able to make some decisions. We’re at about 70% with phase two which is finishing up our UI design. The remaining work to be done is going out and presenting to customers and then coming back and making some tweaks on our prototype and then getting back out in front of customers.