Making Your Users Smile

Experience Dynamics is a usability consulting firm providing global design research services. Our User-Centered Design methodology and usability consulting services are used by Fortune 500 companies in enterprise, institutional and consumer facing products, desktop, mobile and Web environments.

 
$10,000+
 
$150 - $199 / hr
 
10 - 49
 Founded
2001
Show all +
Portland, OR
headquarters
  • 1827 NE 44th Avenue Suite 250
    Portland, OR 97213
    United States

Portfolio

Key clients: 

Nike, Intel, Microsoft, Capital One, Blue Cross Blue Shield, Providence Health and Services, Johnson & Johnson, Logitech, City of New York, IBM, HP

Reviews

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User Experience Web Design for Advertising Company

“I’d definitely work with Experience Dynamics on another project; everyone was happy with their work.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
2010 - 2011
Project summary: 

Experience Dynamics redesigned 10 websites, mainly focusing on UX. They conducted content and site audits and created wireframes and UX strategy for the booking engine, which was customized for each site.

The Reviewer
 
51-200 Employees
 
Las Vegas, Nevada
Former Account Director, Ad Agency
 
Verified
The Review
Feedback summary: 

The final products have increased conversion rates by 30% and site engagement by 50%. The new sites are much easier to navigate, and all stakeholders are pleased with Experience Dynamics’ work.

BACKGROUND

Introduce your business and what you do there.

I’m the former account director for an ad agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Experience Dynamics?

We needed help redesigning our client’s website, particularly focusing on improving their usability and UX.

SOLUTION

What was the scope of their involvement?

We went through a discover phase with our client, then Experience Dynamics did full content and site audits. Once that was finished, they provided wireframes and the entire UX strategy, optimizing the site and integrating a new e-commerce component. Because our end client was in the hotel and casino business, we built a booking widget that was highly customized for each of their 10 sites. The engine contained various features in the flow, including booking rooms, making spa appointments, and validating casino players’ loyalty number.

What is the team composition?

We had one main point of contact.

How did you come to work with Experience Dynamics?

A coworker introduced them.

How much have you invested with them?

We spent about $50,000 for all 10 sites.

What is the status of this engagement?

We worked together from 2010–2011.

RESULTS & FEEDBACK

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

Our conversion rate through the booking engine increased by 30%, and time spent on the sites increased by 50%. We got more users to the site because it was easier to use and navigate. I’d definitely work with Experience Dynamics on another project; everyone was happy with their work.

How did Experience Dynamics perform from a project management standpoint?

We spoke daily or weekly, depending on the phase of the project. The team was responsive and clearly communicated project details. They did miss a few requirements, but they always went back to them.

What did you find most impressive about them?

They’re knowledgeable and passionate about UX.

Are there any areas they could improve?

We may have overloaded them with 10 sites, but some tasks had to be addressed multiple times. They need to more clearly explain what they can and can’t take on.

Do you have any advice for future clients of theirs?

The partnership will work best if you have some level of understanding about UX and digital marketing. If not, provide clear directions and review the work to ensure it meets your goals.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They had a flexible schedule and were willing to meet whenever we needed.
  • 4.0 Cost
    Value / within estimates
    Their price was fair and in line with other UX firms.
  • 5.0 Quality
    Service & deliverables
    It was almost always high-quality work.
  • 5.0 NPS
    Willing to refer
    I'm very likely to refer them.

User Experience Research for Cybersecurity Company

“The process has been extensive, thorough, and detailed.”

Quality: 
5.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Sept. - Oct. 2018
Project summary: 

Experience Dynamics did user experience research, looking into new use cases and issues that the US market was experiencing. They did pre-project research and then conducted in-lab and face-to-face studies.

The Reviewer
 
1,000 - 5,000 Employees
 
Moscow, Russia
Senior Product Manager, Kaspersky Lab
 
Verified
The Review
Feedback summary: 

The results from the research conducted by the team were excellent, providing high-quality insights that allowed the project to move forward quickly. The team went above and beyond their remit, understanding the goals of the project in order to conduct the most appropriate research.

BACKGROUND

Introduce your business and what you do there.

I’m the senior product manager at Kaspersky Lab, where I manage a multi-platform consumer solution.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Experience Dynamics?

We wanted to look into new use cases and explore the issues that users in the US market experience. We had previously set up user interviews and done research in Russia and Germany, so we decided to do similar testing in the US. It then turned out to be the main market for our product.

SOLUTION

What was the scope of their involvement?

They helped us with the UX research for our product and fulfilled all of our requirements. We wanted to do in-lab testing, user interviews, diary studies, face-to-face meetings with the participating users, and finally, an online survey for remote users.

They began by interviewing us to make sure that they understood the goals and what we wanted to achieve. They asked us about our target audience and made some suggestions.

We then planned the onsite visit which was one of our requirements as we wanted them to make sure that we weren’t skipping anything. They took care of the entire process, including finding the participants, doing the recruiting, correcting the program, and making sure that all the participants were invited and compensated. They made all of the arrangements, which meant it was very convenient for us.

What is the team composition?

We worked with three people from their team including someone that took care of the interviews and studies, someone that was responsible for the technical side of things, and someone that oversaw the participants.

How did you come to work with Experience Dynamics?

We have a separate unit in our company which is responsible for the user research group, so I asked them to help me look into a few of my ideas for the project. They looked for a company that would be ready to perform the testing according to our requirements and within our budget.

They sent out an RFP to about 10 companies and had a series of calls. We agreed that the best proposal came from Experience Dynamics as they were the only company that was willing to do the whole set of tests within our budget. The others requested unreasonable amounts of money, and many of them rejected the tests that we required.

How much have you invested in them?

We invested around $40,000.

What is the status of this engagement?

We worked with them on this project from September–October 2018.

RESULTS & FEEDBACK

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

Previously, the biggest issue for our team was that the opinion of our internal user research group was a little neglected, and unfortunately, when we presented something based on their research, it wasn’t always trusted.

Having experts like Experience Dynamics highlight some issues within our product and site has had a huge impact. Once they presented the issues to us, things moved very quickly, and we have seen huge results in the past few months. We uncovered a lot of new issues that were specific to US users, which is why I am especially thankful to them.

How did Experience Dynamics perform from a project management standpoint?

I think they did very well. They are the fourth company I’ve worked with and so far, the process has been extensive, thorough, and detailed. For the same price, other companies performed only some of the research and were not as passionate about the results.

When we were preparing for the project, my colleagues from internal research had daily calls with them, and I was involved in two or three weekly calls. During the onsite visit, we spent whole days with them.

What did you find most impressive about them?

The team put themselves in my position and tried to understand my goals, which was very interesting for me. They did their own research and asked many questions about the product. They invested a lot of time getting into the market of my product and had a level of empathy that I hadn’t expected. It became personal for them, and they did more than what we paid for.

Are there any areas they could improve?

It might be useful for them to move to a different city to find more participants. They’re based in Portland, which is quite diverse, but it probably doesn’t reflect the whole US like other places might.

Do you have any advice for potential customers?

Their team will be more than just a research company as they really get involved in the project. The market we were looking for was probably new for them, and I liked the way they looked into it.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
    We had some minor issues that were probably due to the participants and a small technical issue on day one of the in-lab studies.
  • 5.0 Cost
    Value / within estimates
    Their price was reasonable, and they delivered much more detailed research than we were offered elsewhere.
  • 5.0 Quality
    Service & deliverables
    They have a lot of experience and gave us lots of advice based on previous research.
  • 5.0 NPS
    Willing to refer
    I’m very likely to recommend them.

Marketing Strategy for Outdoor Lifestyle Company

“…they excel at bringing a human element to the research.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
2002-2010
Project summary: 

Experience Dynamics led usability studies for three affiliate websites, surveying internal and third-party databases and doing focus groups. Final deliverables included wireframes and functionality prototypes.

The Reviewer
 
100-500 Employees
 
California
Andrew Knobloch
Former VP of Marketing, Affinity Group
 
Verified
The Review
Feedback summary: 

The extensive insights Experience Dynamics generated on the target audience played a crucial role in restructuring websites, messaging frameworks, and both digital and offline marketing. Communicative and charismatic, they held in-depth discussions with consumers about their experiences.

BACKGROUND

Introduce your business and what you do there.

I’m the former VP of digital marketing at Affinity Group. We’re a collection of different companies that promote an outdoor lifestyle, specifically within the recreational vehicle (RV) space. Our services range from recreational sites and club information to departure RVs, insurance and financial services for RV owners. We also have online directories and search engines. In my role, I work to drive engagement and loyalty across our B2C and B2B channels.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address Experience Dynamics?

As a brand that centers on promoting an offline experience and lifestyle, our main challenge was finding a meaningful way to engage with our members through digital channels. This was particularly difficult because our target audience tended to have a skewed perception of technology, especially in higher age demographics.

We tasked Experience Dynamics with conducting usability studies across our three main affinity groups. Members use the Good Sam Club to find campgrounds. RVsearch.com is a search engine to buy and sell RVs. We also have a financial services site. By gaining market insight, we hoped to better understand technology’s role in our members’ lives and refine our digital go-to-market strategy.

SOLUTION

What was the scope of their involvement?

We originally engaged Experience Dynamics to lead usability studies for each of our affinity groups. They led eight-month studies that included focus groups and surveys of our internal databases, as well as unaffiliated third-party databases. Taking an in-depth look at our audiences, we analyzed how they engaged with us on- and offline and why they subscribed to each of our brands.

Based on their research, Experience Dynamics refine our sites’ functionality and developed wireframes and prototypes. After finalizing the builds, they presented them back to the groups to see if they aligned with our brand and goals. We’ve since incorporated their insights into all of our digital channels, including branding, messaging, and online marketing.

What is the team composition?

I worked with Frank (CEO, Experience Dynamics) and his team.

How did you come to work with Experience Dynamics?

A director at Affinity Group had worked with Frank on a separate research study and referred me to him. After interviewing his team and reviewing their work, we moved forward with Experience Dynamics the usability study.

How much have you invested with them?

We spent $80,000–$100,000 for the initial study.

What is the status of this engagement?

The initial project lasted about eight months, but we worked together from 2002–2010. We don’t typically work with vendors for such a long period. Experience Dynamics especially excelled at building relationships and delivering the right services.

RESULTS & FEEDBACK

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

The amount of data that Experience Dynamics collected was unbelievable. Not only was their research crucial to changing how we built our websites, it also influenced our approach to branding, messaging frameworks, and digital marketing. On top of that, we can better tailor our services and drive higher subscription renewals now we understood how our audience engaged with us.

How did Experience Dynamics perform from a project management standpoint?

I appreciated their level of professionalism through all aspects of the project. It can be difficult for people to intuitively understand focus group data, but Experience Dynamics remained articulate and got the point across. Frank, in particular, is an exceptionally skilled communicator. He’s knowledgeable about his craft and can tailor information to his specific audience.

What did you find most impressive about them?

As a part of the digital agency world, we often focus solely on the deliverables, looking at online devices, websites, and social networks. But Experience Dynamics understands that marketing is a people business, and they excel at bringing a human element to the research.

While conducting focus groups, we often visited campsites to do ethnographic studies of people in their environments. Frank had a way of talking to people so that they felt comfortable opening up and answering questions. He was able to cultivate a dialogue with our members about our brand and their motivations.

Are there any areas they could improve?

No; I was very happy with their services.

Do you have any advice for potential customers?

It's easy to lose sight of your objectives when you start a research project because there’s a lot of information involved. Clients will often try to solve too many issues at once and forget what they were trying to achieve in the first place. As such, you need to have a clear insight into your goals and stay on target with your deliverables. That way, you’ll have a plan as you move into the next steps and builds.

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

User Research for Food & Nutrition Analysis Company

“These guys know UI/UX. The competency level is very high with this group.”

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

Experience Dynamics helped to understand and analyze customer perspectives of software, services, and tools, and then built out prototypes for new project design applying what they learned.

The Reviewer
 
11-50 Employees
 
Salem, Oregon
Craig Bennett
CEO, ESHA Research, Inc.
 
Verified
The Review
Feedback summary: 

Trusted as ambassadors, they facilitated fast acquisition of customer feedback. Then, applying their findings, they helped to develop customer-focused tools. Then, integrating with all employees, they also taught how to replicate the process for future product development.

BACKGROUND

Introduce your business and what you do there.

I’m Craig Bennett, CEO at ESHA Research. We provide consulting services and software solutions primarily for food industry professionals who use our software for recipe development, product formulation, and creating compliant labels. We also provide products for registered dieticians and the healthcare industry. Our software, services, and databases simplify and solve issues for people in the food industry who have a lot of complexity with regulations, formulas, and nutritional analysis. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Experience Dynamics?

We were looking at the next generation of products and wanted to understand our customer’s perspective of how they were using our software, services, and tools. We did our research and approached Experienced Dynamics. It certainly helped that they’re local in Portland and we’re in Salem, Oregon.

SOLUTION

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.

RESULTS & FEEDBACK

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

Experience Dynamics brought everybody along on the journey, helping our developers and product managers get into this new process of developing software and making sure that it matches with our Agile software development style. That’s really critical because when we finish with this product, my team is going to have the ability to do this work as we go forward with new products. That’s worth a lot.

How did Experience Dynamics perform from a project management standpoint?

They excel. They have very strong communication skills. Throughout the project, they’ve always communicated constantly. We work through Basecamp where we see their updates. We have TouchPoint meetings from management level to the project side. Yesterday we had a two-hour design meeting with our developers and Experience Dynamics, and then the updates come right after that. They’re really good at communicating verbally and through written word and also through the UI/UX designs that are going up on Basecamp constantly. We’re definitely connected. There are no open areas at this point.

What did you find most impressive about Experience Dynamics?

What we hired them for is to help us build out these prototypes of this new project design; that’s where they absolutely excel. They’re good at everything, but what it really comes down to is I want the results. I’m looking for a design for my next product to replace an existing product. These guys know UI/UX. The competency level is very high with this group.

Are there any areas Experience Dynamics could improve?

I haven’t seen it so far. We’re still learning from them. They’re doing a very good job.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They never miss deadlines.
  • 5.0 Cost
    Value / within estimates
    We’re getting a lot.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    Definitely. I like these guys. I’d hire them if I could.

ADA Compliance Testing for Multiple Websites

"They were really great and easy to work with."

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

Experience Dynamics performed an analysis and provided recommendations to assist a digital agency in updating multiple client websites to comply with ADA compliance standards. 

The Reviewer
 
1-10 Employees
 
Rockford, Illinois
Scott Spencer
Co-Founder, GrahamSpencer
 
Verified
The Review
Feedback summary: 

The analysis from the tests protected the websites from further legal action. Experience Dynamics' work educated the design agency; they are optimistic that they can win additional RFPs based on their knowledge of the compliance, which was well worth the time and money.

BACKGROUND

Introduce your business and what you do there.

I am the Co-Founder and Co-Creative Director at GrahamSpencer, a brand and content marketing and design company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Experience Dynamics?

We were working with one of our clients who had some compliance and ADA [American Disabilities Act] issues that they needed to address on their website. That is an expertise that we don’t have in-house. We needed a better understanding of where the problems lie and how we can address them for our client's needs.

SOLUTION

What was the scope of their involvement?

Websites that we design are accessed by the public. Sometimes what we use every day as far as tools and design isn’t compliant to people with disabilities. They were able to help us identify what those issues were, and identify those to the client. The client could then make up their mind as to whether we were going to make those changes. We’ve used them twice now for the same type of thing.

It all started when our client came to us and said that they had a pending lawsuit because they were not ADA compliant. There are companies and individuals who seek out sites that may not be compliant, and then threaten them with lawsuits. Basically, it’s a nuisance suit more than anything. It is good to know though because it has allowed me to understand some of the disabilities that I need to keep in mind when designing. 

We had a conversation with Frank [CEO, Experience Dynamics] and he asked us a number of questions and then came back with a proposal. We then walked through the proposal and then explained it to our client. We were the middleman on this part. An analysis of the site was done using people with disabilities who experience the site in different ways. That could be everywhere from a handicap where you can’t use a mouse to the way that colors are viewed or type size. We went through and had those sites analyzed and then a report was given back to us where we were shown our strengths and our weaknesses. A report was given to us, and, in turn, we turned it around and gave it back to our client and allowed them to make the decisions as to what they would like to do. The changes would require more programming and/or design changes on our end, but they’d have to approve that first. The design changes were done by our team.

Experience Dynamics was able to identify these things. It’s interesting, in one case we actually did the design for the site. We were able to make some of the changes that they had approved us to. On the other end, a client had an existing site, but wanted to be ADA compliant. Basically, the report functioned as our only duties for them. We didn’t do any of the questions at that time. Experience Dynamics’ contribution in both of these projects was the same sort of accessibility testing. The site we originally worked with them on was a sister company of theirs. That’s the site that we didn’t design, but they still wanted ADA testing done on it. Experience Dynamics was able to go ahead and do that and then we stepped in and presented the report and findings back to the client.

What is the team dynamic?

Our point person was Frank. He would tell us what types of testing that would need to be done and with how many individuals.

How did you come to work with Experience Dynamics?

My business partner, Jay Graham, had been introduced to Frank somewhere down the road. We were talking about this problem when it came up of who we should partner with because we knew we didn’t have the expertise in-house, Jay said, “I think I remember meeting the guy. Let me email him and see if that’s up there in their wheel house.” and it was. We reintroduced ourselves and went from there.

How much have you invested with them?

Approximately $15,000 between the two projects.

What is the status of this engagement?

We started working together in May 2016 until May 2017.

RESULTS & FEEDBACK

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

I don’t have any measurable metrics because, in the case of the first site, we did some minor edits, but it’s interesting to be able to take these reports and give them to their attorneys. Their attorneys basically can say, “We’re working on the issue,” which makes the lawsuit go away. In some cases, they don’t want to be too aggressive about being compliant because it’s going to cost them money and they know that this is a nuisance suit. It has affected GrahamSpencer two-fold. It’s given our technology director a new understanding of when we’re looking at bidding sites, knowing that this needs to be part of the equation. We also now have somebody that we know, that we can partner with, trust, and can be a part of the process to try to win RFPs and additional work.

How did Experience Dynamics perform from a project management standpoint?

They were great. They’re easy to work with. We had the initial conversations, traded a few emails, and Frank was very upfront about timing and when they would start. This allowed us to let our client know how long the process would take. He would let us know if they had their testing core ready to go. He kept us in the loop all the way through, even up to the point of letting us know that testing was over. They would update us on the compiling and distilling of information, upcoming reports. Lastly, they would present the report to us online and explain it so that we could ask questions and understand the report thoroughly.

What did you find most impressive about them?

Our technical director had the most contact with them because he was the one that understood the compliance issues the best. They work together very well. It was seamless. It was quite easy and that was nice to not have to worry about anything. We actually had something that was informative, useful, worth the time and the money that went into it, and it could be used as a tool pressing forward. They were really great and easy to work with, which from my standpoint, I really appreciated. It was part of a project that I wouldn’t want to manage because it’s not my expertise, and it was great to let somebody take the reins and run with it.

Are there any areas they could improve?

This last time they were booked out. It was a little over a month before they could start the project. That could have been an issue to the client, but it wasn’t an issue to me. If the client would have said, “I’ve got a problem with that. I need this by a certain date,” that would have been a what-if. I don’t know what we would have done. I can’t say that it’s a complaint, but it certainly would have been tough if there was an issue with being able to complete the project in a more timely manner. I really don’t have any complaints.

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

User Research & QA for Large Retail Brand

"They are experts in usability, field studies and persona development."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Jan. 2013 - June 2015
Project summary: 

Experience Dynamics conducted usability testing for an e-commerce website and produced in-depth field studies to identify shoppers’ interests. They also managed QA testing for responsive web pages before launch.

The Reviewer
 
201-500 Employees
 
Portland, Oregon
Kerry Gelhar
Former Digital Art Director, Pendleton Woolen Mills
 
Verified
The Review
Feedback summary: 

Through Experience Dynamics’ well-researched recommendations, the improved site boosted ROI and satisfied customers. The team’s proactive suggestions, strong work ethic, and bug identification saved hundreds of thousands of dollars from this engagement.

BACKGROUND

Please describe your organization.

I was the digital art director for a retail company. In this role, I oversaw the graphics and photography for their customer-facing e-commerce website that sells men’s and women’s apparel, home products, and blankets. I managed creative for email campaigns, retail/outlet store support and digital marketing.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Experience Dynamics?

When I came on board in 2013, I recognized the need for the company to conduct usability testing on the website, as well as the need to make their site responsive. They could also use some additional field studies to learn more about their customers and what drives them to purchase. So, I lobbied to conduct some usability testing, field studies, and persona development.

SOLUTION

Please describe the scope of their involvement in greater detail.

For the first project, we worked with Frank [Chief Experience Officer, Experience Dynamics] to come up with a set of questions for the usability testing. Over 3 days in a usability lab environment, we asked 10 people to go through those questions and interact with our website on a desktop and on an iPad to try to find the answers (ie: find a men’s wool shirt, see if this blanket comes in blue). The deliverable that Frank put together summed up our requests, their feedback, and the recommended improvements to our website.

The other part of that project was an intense field study. We worked with Frank to identify our target audience and plan how we’d conduct this nationwide field study. Frank and his team went to Seattle, San Francisco, and Boston to interview people on-site in their homes. They traveled with a recorder and conducted interviews to gain a better understanding of their environment and lifestyle. We wanted to know about our customers’ interests and what draws them to Pendleton.

The deliverable of that process involved a summing up of the findings from the interviews, as well as putting together some personas of various shoppers on our site—what type of person they are, what their goals are, and what drives them to purchase what they purchase.

We worked with another provider to redesign the website so that it was mobile-responsive. With cost-savings in mind, we did a partial responsive redesign where the first 4 pages of a customer shopping path were responsive (homepage, a landing page, a thumbnail page, and a product detail page). Once the company we hired implemented that on a beta site, we re-engaged Experience Dynamics to do some Q/A testing of the website and find any bugs to ensure the smoothest launch possible.

How did you come to work with Experience Dynamics?

I had worked with Frank in the past and loved the experience, so I hired him and his company’s services. I was confident in Frank and didn’t feel a need to shop around. He has a great work ethic and deep knowledge.

Could you provide a sense of the size of this initiative in financial terms?

We spent under $50,000 for both projects as a whole. The QA portion was under $10,000.

What is the status of this engagement?

We started working with them in January 2013 and ended in mid-2015.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

The usability testing was useful as it gave us a guide for improvements on the site before we began the responsive redesign. Based on the results of the usability testing, we were able to improve our ROI by enabling customers to get to the shopping pages and add products to their cart much more easily.

Through the Q/A on the beta responsive website, Experience Dynamics found some website issues that could have cost our company a lot of time, effort and money to fix post-launch. In my opinion, those discoveries saved us thousands of dollars.

How did Experience Dynamics perform from a project management standpoint?

Frank successfully managed our projects as we worked on them. He stayed on top of things and was a great communicator. Whenever we had any questions, he was quick to respond. He oversaw the projects well, and in general, the projects ran smoothly.

What distinguishes Experience Dynamics from other providers?

They are very strong in usability, field studies and persona development.

Is there anything Experience Dynamics could have improved or done differently?

They found some amazing website issues in the QA. But we did run into some challenges based on the fact that we had team members based in different parts of the world, in different time zones, so communication was sometimes difficult.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    I’m very likely to recommend them.

UX Research and Consulting for Manufacturing Company

"They did an excellent job recruiting super-users, people who really knew our competitors' products."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
Project summary: 

Experience Dynamics interviewed, tested, and observed clients and super-users in the printing industry in order to provide new information for improved marketing tactics and user experience design.

The Reviewer
 
11-50 employees
Pete Shumway
General Manager at Ready Mark
 
Verified
The Review
Feedback summary: 

Their research provided helpful information to update the current user experience of the client's product. Experience Dynamics is commended for their testing facilities and ability to recruit knowledgeable users. 

BACKGROUND

Please describe your organization.

I run a brand of industrial printers called Ready Mark.

What is your position?

I am the general manager.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Experience Dynamics?

We're in an industry where the technology is mature, and we wanted to do something to differentiate our product from our competitors. Experience Dynamics helped us develop beyond a user interface. It's almost a user experience for the product.

SOLUTION

Please describe the scope of their involvement in detail.

First, they're experts in UI/UX [user interface/user experience] design. We flow mapped the process of operating an industrial printer. From that stream of activities, they gave us some guidance on where to put things and how to group them. They put together a test plan to get actual users to walk through a mockup. They recorded feedback, both the end user's facial reaction and where their fingers went.

How did you come to work with Experience Dynamics?

I started my search with Google. I talked with four to six companies. Our short list was one firm out of San Francisco and Experience Dynamics out of Portland. There are a number of companies that claim to do what Experience Dynamics does, and we picked them because of the facilities that they offered like the viewing room where we could look at our end users.

Could you provide a sense of the size of this initiative in financial terms?

It cost between $10,000 and $50,000.

What is the status of this engagement?

We started in late March or early April of last year and finished up at the end of June [2015]. I still communicate with them periodically. When we move onto the next thing, we'll definitely use them.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

We haven't fully launched the product yet. We have a handful of beta sites that are using the product, and they love it. The feedback has been universally positive.

How did Experience Dynamics perform from a project management standpoint?

They committed to hard dates and always made their deadlines. They didn't miss anything. Frank [Spillers, CEO at Experience Dynamics] was great – always on the spot. Frank is very thorough with his scope of work and delivered what he said he would and when he said he would.

What distinguishes Experience Dynamics from other providers?

The facilities that they offer are unique – at least in the user experience. Most everybody goes through the first process where you value map your application and they make suggestions, but it's the testing piece with the actual end-user that I think really made the difference. They did an excellent job recruiting super-users, people who really knew our competitors' products. The facilities, the hands-on kinesthetic testing, and the recruiting of the power-users of our competitors' products all combined to make us successful.

Is there anything Experience Dynamics could have improved or done differently?

No. Not at all.

5.0
Overall Score They were great communicators and great documenters.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They set aggressive schedules, and they met them.
  • 5.0 Cost
    Value / within estimates
    They were not the least expensive, but it was certainly within range. For what they gave, we got the best deal for the money.
  • 5.0 Quality
    Service & deliverables
    They went above and beyond what the scope was.
  • 5.0 NPS
    Willing to refer

UX Research for Medical Software Provider

"They're passionate about user experience."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
2000 - Ongoing
Project summary: 

Experience Dynamics provided UX/UI and site improvement services. They conducted end-user research, developed wireframes, performed user testing, and upgraded the existing site to the new UI.

The Reviewer
 
11-50 Employees
 
Pocatello, Idaho
Joe Maxwell
VP of Development, Medical Software Provider
 
Verified
The Review
Feedback summary: 

The client was very impressed with the smooth user transition to the new site, and has been using Experience's interface for five years. Experience showed a personal interest in the project and provided excellent project management.

BACKGROUND

Please describe your organization.

Our company has been producing medical reference software and textbooks electronically for about 25 years. We've evolved with the market, providing CDS, DVDs, and online content. We provide a conglomeration of content from a wide variety of medical publishers, nursing, drug information, and the pharmacology industry.

What is your position?

I've been with the company for about 23 years, and I'm currently the vice president of development.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Experience Dynamics?

We started working with Experience Dynamics six to seven years ago. Before that, we'd had an online presence for about 10 years. We wanted to find out how customers were using products like ours so that we could better target their needs. We wanted to do an end-user study on human-computer interaction and design a new user interface based on the feedback that we received. That's when we started looking around for vendors that had HCI [Human-Computer Interaction] experience and settled on Experience Dynamics. 

SOLUTION

Please describe the scope of their involvement in detail.

They did wireframe development. The whole process started with them locating the users to interview. We gave them our target audience, mostly medical librarians, researchers, hospital information directors, students, and nurses. They had some previous experience working with medical schools and medical students – that's a big part of our market – and some contact with some VA [Veterans Affairs] medical professors.

Then, they did one-on-one interviews with somewhere between 20 and 30 users in a variety of user types looking at our product and our competitors' products to see how the users experienced them and what challenges they were finding. Then, Experience Dynamics took the results from the users and gave us a detailed report about that. We took that and did some brainstorming on the wireframe UIs [user interfaces]. Then, they did the user testing to validate those ideas. Finally, we built the product, built the UI, and did a major upgrade of the existing product to the new UI.

How did you come to work with Experience Dynamics?

I set out blindly to find a human-computer interaction consultant. I probably looked around at three or four of them, phoned a few of them, and ended up speaking with Experience Dynamics. The initial conversations went well. They had a little background in some medical-related product development and, after a few conversations, we settled on doing the project with them.

Could you provide a sense of the size of this initiative in financial terms?

The cost is between $10,000 and $50,000.

What is the status of this engagement?

That project began about six or seven years ago, and we actually released just about five years ago [2011]. Last year [2015], we decided we wanted to do it again, another revamp on our product, so we started doing the same thing with them again.

I did look around at other vendors again, and I didn't find anything compelling enough to put the effort into a change. We're half to two-thirds of the way through that. We're getting ready to do a whiteboard session brainstorming wireframes.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

We'd done some homegrown UI through the years, getting feedback from sales and talking to different departments about things that they wanted the product to do. We'd been through a couple of transitions before we worked with Experience Dynamics, and they were relatively successful. We had some bumpy transitions, but when we transitioned with Experience Dynamics five years ago, it was the smoothest transition for our user base that we've had. There were no questions. The product made sense to people, and they understood how to use it.

Everybody raved about the new product. The sales guy said, "I can't believe how smoothly this went," so that was the biggest success. The product has been running well with that same core user interface now for five years. It's been a very successful project.

How did Experience Dynamics perform from a project management standpoint?

They did very well. They took on managing all the users and interviews, and then compiled all that information into something that was readily usable by our various departments. Everybody was able to get a clear picture of how different users were doing their jobs and what they needed out of our product. That was good. Experience Dynamics managed the project very well.

What distinguishes Experience Dynamics from other providers?

Their level of interest in what they do is a great thing to bring to the table. Experience Dynamics likes to figure out what makes sense to users, how users can get more out of a product, and how a product can be positioned to succeed. I haven't worked with them in other subject areas, but I know they do a lot of other stuff. With the interest that they bring to our product, it's clear that they want to make it work well. They're passionate about user experience.

Is there anything Experience Dynamics could have improved or done differently?

Nothing comes to mind. I don't have any criticisms. 

5.0
Overall Score We worked well together, grew to know each other, and communicate well. It’s easy to work with them. They make it interesting, and they make it engaging.
  • 4.5 Scheduling
    ON TIME / DEADLINES
    There are always little delays, but I think they did a good job. It might be even more of the delays were on our side than their side.
  • 5.0 Cost
    Value / within estimates
    The product they gave us was worth it – very valuable.
  • 5.0 Quality
    Service & deliverables
    They’re very attentive and responsive, and they deliver a completely professional product.
  • 5.0 NPS
    Willing to refer
    I would recommend them with no hesitations to anybody who is trying to build software products that make sense to users.

UX Research for Venture Capitalist

"There isn't anybody else in the market I could turn to to help me in the first place."

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

The client has worked with Experience on several projects. Experience completed user profiles and integrated functionality for this particular project. They also assisted with the initial HTML5 screens.

The Reviewer
 
1-10 Employees
 
Vancouver, Washington
William Kallman
Venture Capitalist
 
Verified
The Review
Feedback summary: 

Experience provided excellent project management and maintained an involved, collaborative partnership.

BACKGROUND

Please describe your organization.

I am a venture capitalist and have founded multiple software companies.

What is your position?

I am the CEO of Black Hole LLC.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Experience Dynamics?

Throughout my career, I've needed consulting and user experience work for various apps that I've helped develop with my partners.

SOLUTION

Please describe the scope of their involvement in detail.

I've worked with various startups and have used Frank [Spillers, CEO at Experience Dynamics] and his team many times. He knows the drill and understands the space. He did usability testing work on our last application and came back with a report of all the priorities that needed to be addressed. He also helped me with Moby, another company I've started in the software space. They did user profiles and helped integrate some functionality that I was looking for in my mobile app.

How did you come to work with Experience Dynamics?

I met Frank socially through a neighbor who I had in Portland. We had a lot in common and looked for an opportunity to work together.

Could you provide a sense of the size of this initiative in financial terms?

The total spend across all of our engagements is probably close to $100,000.

What is the status of this engagement?

It's an ongoing engagement.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

Everything that Frank has worked on with me has been a success. I can't sing his and Experience Dynamics's praises enough.

How did Experience Dynamics perform from a project management standpoint?

Brilliantly. One of the problems you have in software development is that the engineers like to run the show. They believe they are the user, and they think they know what's best, but they don't. Frank and his team are savvy enough to deal with that sort of behavior that you find in software engineers.

What distinguishes Experience Dynamics from other providers?

None of the other usability firms – individual or otherwise – were willing to work with us on a bootstrap basis. We needed help to do our initial HTML5 screens, and Frank was the only person who stepped up to the challenge. I can't sing his praises high enough. There isn't anybody else in the market I could turn to, to help me in the first place.

Is there anything Experience Dynamics could have improved or done differently?

Absolutely not.

5.0
Overall Score You're lucky to have them in your database.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Always on time.
  • 5.0 Cost
    Value / within estimates
    He's working on a project for free right now as a friend while also running a business that has overhead and everything else. He's helping me get started.
  • 5.0 Quality
    Service & deliverables
    I'm going to give them straight across the board
  • 5.0 NPS
    Willing to refer
    I recommend them 100 percent to anybody that needs usability expertise.

UX Research for Fortune 500 Software Company

"Obviously user design is very scientific, but [Experience Dynamics] really comes at it from a human perspective."

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

Experience Dynamics conducted UX training and research with the client's employees to identify knowledge gaps and inefficiencies. They produced reports and recommendations for updated site designs and formatting.

The Reviewer
 
10,000+ Employees
 
Seattle Metro Area
Marketing Manager, Software Company
 
Verified
The Review
Feedback summary: 

The updated website has had a 30% increase in visits and a 50% increase in click throughs. It has also received very positive feedback from the client's licensing specialists and employees.

BACKGROUND

Please describe your organization.

My organization is a large Fortune 500 software company.

What is your position?

I am a Group Marketing Manager that manages a number of different programs related to field marketing.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Experience Dynamics?

I was trying to help our field salespeople understand a couple of complex licensing programs, and wanted to deliver the information in a consumable, easy to access manner. I also wanted to create some desire in them to actually learn and use the information.

SOLUTION

Please describe the scope of their involvement in greater detail.

Experience Dynamics conducted focus groups and user surveys in order to understand the day-to-day of our salespeople. The main goal was to determine how they were utilizing their time and the tools at their disposal in relation to the licensing programs. Experience Dynamics helped us discover knowledge gaps and inefficiencies.

Once they developed the focus groups, they compiled a series of reports and recommendations for our website design and formatting. The reports were very robust and thorough, which made it easier for us to move straight into wireframes and design.

How did you come to work with Experience Dynamics?

My company has a list of approved vendors, but I didn’t like any of the companies on the list for this project. I searched the internet for user experience agencies and found Experience Dynamics’ blog. I started talking with Frank Spillers, their Chief Executive Officer, and really liked his approach and his background. After a few conversations, I decided to move forward with them.

Could you provide a sense of the size of this initiative in financial terms?

I worked with them on two different projects, and both had a price range between $10,000 and $50,000.

What is the status of this engagement?

Both projects are completed.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

I received a lot feedback from our licensing specialists; they loved the new site and the training. They felt that it really helped them manage their time. Visits to the updated website went up by 38%, and click through rates increased about 50%. More importantly for me though, was that people were noticing a difference in how they were using their time and how they were able to do their job.

How did Experience Dynamics perform from a project management standpoint?

They were awesome. I always knew exactly what the schedule was and what was expected of me and my team. They were consistently on time and on budget. I was never wondering what they were doing. It was truly flawless execution from my perspective.

What distinguishes Experience Dynamics from other providers?

They have a very human approach. Obviously user design is very scientific, but Frank and his team really come at it from a human perspective, which makes them easy to work with. Experience Dynamics made the process very fun and I really enjoyed working with them.

Is there anything Experience Dynamics could have improved or done differently?

No. I hired them again, so that speaks to their quality.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    I've done it many times.