Full Clarity

Please describe your company and your position there.

I am the Group People Director at a PR and communications company.

For what projects/services did your company hire Full Clarity?

I hired Full Clarity to help me build a website for an internal outplacement programme we have developed to help all the people impacted by furlough or redundancy due to the pandemic.

What were your goals for this project?

I needed a clean, easy to use site that gave people choice at a time when they often feel they have no control over what is happening.

How did you select Full Clarity?

They were recommended to me via Jonathan P. by COO.

Describe the project in detail.

Full Clarity were brilliant to work with from day one. They listened, they prepared options and then they worked with me to build something that I could maintain in the long term. They also did it in very fast turn around times!

What was the team composition?

I spoke with the project manager and the designer and the Full Clarity team worked together to make sure everyone fully understood the scope of the project and the brief.

Can you share any outcomes from the project that demonstrate progress or success?

The website was ready in the agreed time frames, looks brilliant and works exactly as we had hoped.

How effective was the workflow between your team and theirs?

I was the blocker as I couldn't provide content quick enough! Full Clarity were always ahead of schedule and supported me in every way they could.

What did you find most impressive about this company?

Their understanding, their ability to support and teach as we progressed and their genius in interpreting the vision I had in my head and turning it into reality.

Are there any areas for improvement?

No, they were brilliant.

Please describe your company and your position there.

I run Earnest, an award-winning B2B creative agency based in London and New York.

For what projects/services did your company hire Full Clarity, and what were your goals?

Full Clarity worked with us to restructure and rebuild YSC's website. The goals were to update the site to reflect the company's updated services and positioning.

How did you select this vendor and what were the deciding factors?

I have always wanted to work with Ed as a rare UX expert. And Jon has a fantastic breadth and depth of technology expertise.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

They ran the UX workshop and quickly and effectively moved to hi-def wireframes and then built the site on WordPress.

How many people from the vendor's team worked with you, and what were their positions?

Ed and Jon led the project and as a team, they are superb: different skills and expertise that work amazingly together.

Can you share any measurable outcomes of the project or general feedback about the deliverables?

The client has seen improved site metrics across the board, and are delighted that the website now creates a much better user journey and delivers the right message to their clients and prospects.

Describe their project management style, including communication tools and timeliness.

Amazingly good at the PM side - I can't actually remember the tools they used, but we were always in the know and it made the whole project a pleasure.

What did you find most impressive or unique about this company?

Full Clarity is a safe pair of hands, but also always looks to innovate and bring something different.

Are there any areas for improvement or something they could have done differently?

Genuinely nothing!

Please describe your company and your position there.

I am the CEO of a software company that serves operators of hospitality businesses, such as restaurants, bars, pubs and cafes.

For what projects/services did your company hire Full Clarity?

They were hired to design the UX and UI screens for a new product.

What were your goals for this project?

We wanted to study the high-level specification and objectives of the new product and to design the user flow and screens for the first release.

How did you select this vendor?

They had provided excellent services to us in the past, so it was an easy decision to select them.

Describe the project in detail.

We are planning to release a brand new product. We had specified high-level requirements, objectives, and user journeys. We had also specified the required screens. Using these documents, the vendor created a user flow map based on several personas. Based on this, they designed the screens, which would be used by restaurant staff, management, and guests.

What was the team composition?

A project manager and a UX / UI designer was the team.

Can you share any outcomes from the project that demonstrate progress or success?

The objectives of the project had been very well understood. Timelines were tight and they produced an excellent set of screens that matched our objectives within the deadline. There were some tweaks required and they were happy to make them quickly.

How effective was the workflow between your team and theirs?

Our workflow was very effective. They asked the right questions to unearth the key details. We worked together over Slack and they were responsive.

What did you find most impressive about this company?

They have a very high level of attention to detail in interpreting the brief and going into the depth required to produce the right result the first time, even with strict timelines.

Are there any areas for improvement?

No, I was happy with the project from start to end.

Please describe your company and your position there.

Feed it Back is the TOTAL reputation management platform that enables customer obsessed hospitality operators to listen, understand and engage with all forms of customer feedback, helping them grow their business through increased repeat visits from their loyal fans. I'm Head of Product and am responsible for all elements of product development from analysis and design through to release and application support.

For what projects/services did your company hire Full Clarity?

Our initial guest survey had been in use for a few years and was overdue a re-design. We collect well over 100,000 pieces of feedback by this survey per month by a huge range of users across all types of device. We needed a partner to help guide us on user experience and design, and looked for an agency we could trust, who could help us quickly take our new survey to market, and with whom we could build a strategic relationship.

What were your goals for this project?

The solution had to be simple to use, fun, engaging and completely customisable by our clients. As it was replacing an existing survey there were a number of parameters that our partner agency would have to work within - but we were keen to find someone to help us challenge constraints, push boundaries and deliver an outstanding guest experience.

How did you select this vendor?

We'd worked with a number of different agencies in the past and gave them the opportunity to pitch for this work. We also looked to external partners we hadn't worked with and assessed portfolios on their website to see who else might be a good fit. This is how we found Full Clarity. Agencies were invited to discuss the project and make suggestions about how they'd approach it, suggest any innovations and provide an estimate. The selection of the our partner was made by myself and our CEO. Whilst price was a factor, experience, capabilities and responsiveness where the key decision variables.

Describe the project in detail.

The scope was a redesign of our survey interface, based on our existing survey, previous mockups generated from user feedback and a demanding set of requirements around usability, flexibility and responsiveness. Statements of Work were produced for both the design and development projects with clearly defined deliverables and timescales. Once agreed, work started immediately with clearly defined checkpoints throughout the projects. Meetings were held where necessary to demonstrate progress. Interim communication happened over Slack (and requests responded to quickly).

What was the team composition?

The project was split into two parts, with Ed leading the UX/UI piece, and Jon leading the front-end development. Both Ed and Jon had an extended team working with them behind the scenes to help deliver to the tight schedules.

Can you share any outcomes from the project that demonstrate progress or success?

The new survey launched last week and initial feedback from both our Client Services team and our customers has been fantastic. They love the configurability and look and feel and believe that the new approach will help them gather more feedback as well as different types of feedback.

How effective was the workflow between your team and theirs?

Communication was excellent and regular progress updates were provided. Due to the tight timescales Full Clarity's front-end team were working on components at the same time as our front-end team which meant some overlap, but this was managed well through clear updates and shared repositories for us to pull code. Once the project had started, most communication happened over Slack (which both Full Clarity and us used internally already) and code was made available through git repositories as it became available. UX/UI was presented in Flowmapp and Invision.

What did you find most impressive about this company?

Both Ed and Jon just 'got' what we wanted to achieve and were able to deliver a project that met our requirements on budget and in extremely tight timescales. More importantly though, they challenged us and provided an outsider's innovative insight into how we could approach different challenges. This ultimately meant more work for them within the already agreed budget, but demonstrated their commitment to delivering a best-in-breed solution.

Are there any areas for improvement?

I imagine the tight timescales set by us, caused a lot of challenges - but that didn't affect the end result, which has delivered exactly what we wanted.

Please describe your company and your position there.

I am Service Design Lead and co-founder at Cogworx, a service design consultancy based just outside London. My role is focused on the end-to-end design and delivery of digital products and services for the public and private sector.

For what projects/services did your company hire Full Clarity?

We engaged with Full Clarity to provide us with additional UX Design support for a project with UK Export Finance, a UK government department. Full Clarity embedded as part of the Cogworx team. Our brief was to provide design recommendations to improve an existing online service.

What were your goals for this project?

We wanted to present a unified 'Cogworx' team made up of senior consultants with great experience who could manage and advise senior stakeholders. We wanted to deliver recommendations that the team could confidently stand by with evidence and rationale to support them.

How did you select this vendor?

We met Full Clarity at a social event. Exchanged details and, when an opportunity that we felt might be a good fit arose, we reached out.

Describe the project in detail.

Full Clarity joined Cogworx for a short (1 month) engagement with UK Export Finance. During this time the team reviewed the existing online service, audited the issues, made recommendations, and then created new designs to help illustrate these recommendations. We also did some initial user testing to validate our recommendations. Everything was submitted as a report to the client team.

What was the team composition?

The team was made up of Service Designer, Content Designer, Front-end Developer (all Cogworx) and UX Designer (Full Clarity).

Can you share any outcomes from the project that demonstrate progress or success?

This initial engagement with UK Export Finance has proven successful for Cogworx and we are now on our third project with the client team.

How effective was the workflow between your team and theirs?

Cogworx and Full Clarity worked together as an integrated and embedded team on-site at the client's offices. We used shared tools and systems to ensure collaborative working and communications.

What did you find most impressive about this company?

Full Clarity clearly have a lot of experience in designing a diverse range of systems and applications and were able to bring fresh ideas to the table. Their team is senior and experienced. They are able to effectively communicate with senior stakeholders which helps build relationships and confidence with clients.

Are there any areas for improvement?

This was the first government service Full Clarity have worked on. UK government services have to be designed within very strict guidelines and to very specific patterns. It takes some time to get your head around those so it's difficult for new team members to hit the ground running without prior experience and familiarity.

Please describe your company and your position there.

We are a B2C training company in self-improvement. I am the director of operations.

For what projects/services did your company hire Full Clarity?

As a small but agile company, we have to use SaaS solutions. However, we want them to talk to each other, which they rarely do well. And sometimes we want to extend the features of these “off the shelf” tools to do things they can't do. Most importantly, we want the user experience to be top-notch without the price-tag: in other words, we want the world!

What were your goals for this project?

What is complex for us makes the user experience easy. I wanted to provide a 'Netflix'-style learning portal which was easy for our clients to log into and use.

How did you select this vendor?

I have worked with Jon (Co-Founder, Full Clarity) for years, and then he brought in another member of his agency, Ed (Co-Founder, Full Clarity) to help out with the UX.

Describe the project and the services they provided in detail.

Let's look at it from the customer's perspective; they click a link and consume their content. If anything gets "in the way" of that or requires too much thinking between point A and point B, then consumption goes down, retention goes down, and repeat purchases become non-existent. Jon and Ed were tasked with getting our customer from click to consumption as pleasantly and as easily as possible.

What was the team composition?

Ed worked on UX, and Jon handled everything else. Jon asked Ed to join the team when I wanted more than Jon was able to provide. He had done a great job from a basic design perspective, however, I wanted the 'Netflix experience' which was outside of Jon's design capabilities. So, he asked Ed to provide his opinion—wow, what an addition!

Can you share any information that demonstrates the impact that this project has had on your business?

We achieved a 95% buyer to start rate, 70% course completion rate, 80% re-buy rate, and 100% company growth. Clearly the content is important, however, the content structure and delivery are equally important.

How was project management arranged and how effective was it?

We held meetings between Jon, Ed, myself, and the content creator Heidi.

What did you find most impressive about this company?

Jon's technology and ability to write code is excellent and has never failed us. His ideas, critical thinking, and ability are up-to-date and impressively dynamic. He will offer opinions if you ask for them. He uses the time you have with him wisely and never takes advantage of any lack of knowledge you might have. 

If your business is like ours and relies on a superior reputation, security, and technology, then Jon is your only choice. Ed's UX is never completed until it is perfect, and then we look at user behavior and adapt accordingly. The feedback from our clients couldn't have been more positive.

Are there any areas for improvement?

No, nothing comes to mind. I think they are a perfect combination of UX and coding. They work extremely well together and communicate well with me. As their team grows, I'm confident they will be able to maintain the same level of attention to detail.

Introduce your business and what you do there.

I’m a director at ImportXperts, an online training program that teaches people how to set up an e-commerce business.

What challenge were you trying to address with Full Clarity?

We hired Full Clarity to craft an interface design for our online program.

What was the scope of their involvement?
They already went through a discovery and ideation phase, where they developed a greater understanding of our customers. Since then, they’ve been helping us identify pain points and potential solutions. After that, they'll move into creating wireframes and consider the UI of the interface design. 

What is the team composition?
We’ve worked with two specialists so far. Ed (UX & Product Design Lead, Full Clarity) focuses on the user logic and UX of the solution. John (Technical Architect & Co-Founder, Full Clarity) concentrates on the technical side of the solution.

How did you come to work with Full Clarity?
I found Full Clarity through a recommendation, and I initially engaged them for their UX expertise. Once I realized they offered more skills, I brought them on for more projects. Our partnership has evolved over the years.

How much have you invested with them?
We’ve invested about $20,000.

What is the status of this engagement?
We started working on this project in November 2018, and the partnership is ongoing.

What evidence can you share that demonstrates the impact of the engagement?
I can’t offer metrics because nothing has been published yet.

How did Full Clarity perform from a project management standpoint?
They’re an organized and well-managed team. Their listening skills are better than any other agency I’ve worked with. We appreciate how they regularly ask insightful questions and challenge what we’re doing. 

The team is invested in thoroughly understanding the project before starting work. They take all things into consideration, not solely focusing on the technical implementation of the tool. Instead, they consider the finances and the usability of the solution, too. I think this thought process is quite unique.

What did you find most impressive about them?
Their passion for their work distinguishes them from other providers. They fully immerse themselves in the project, and they’re invested in its success. They don’t want to create something because it looks pretty, they want to create it because it solves a problem. Also, it’s clear that they care about improving our customer experience and increasing company revenue. 
 
Are there any areas they could improve?
There’s nothing they could have done differently. 

Do you have any advice for potential customers?
Future clients should build a relationship with Full Clarity and get to know the specialists as people.  Since they place high importance on professional relationships, they will respect you if you respect them. My relationship with them is professional, yet still personal. They feel that we’re friends as well as business associates.

Please describe your company and your position there.

I am a product owner for the online division at Harrods, a luxury London based retailer.

For what projects/services did your company hire Full Clarity?

I was tasked with incorporating touch screen capability into a physical mirror, which would enable customers to try on makeup products virtually before purchasing. Because the designs had to address the customer journey around makeup application—but all through a touch screen monitor that would be placed within a very busy retail store setting—we brought in an outside agency to assist.

What were your goals for this project?

We wanted to provide a best-in-class customer experience for a makeup AR application to be utilized by in-store customers from all over the world. The designs needed to account for a variety of languages and cultural preferences. Our focus was more on the "wow" factor and overall experience—as opposed to driving sales.

How did you select this vendor?

My company worked with an agency that connected us with Full Clarity. I had a quick call with them to review the piece of work, and after an initial discussion and review of their previous work, we felt confident they could provide the required UX/UI designs.

Describe the project in detail.

By time Full Clarity came onto the project, we had already selected a vendor that would provide the virtual makeup application. I started by walking the team through all the functionality and limitations of the application, along with what the physical screen would look like and what constraints we had around the custom hardware, which had created its own set of obstacles for the designers.

I was responsible for walking them through the project at a high level, while they met separately with our internal UX team to understand our customer base and learn more about our specific design styles and typography. Once they understood the desired outcome, they spent time talking to in-store associates and others within the business to understand the target customer. Next, Full Clarity provided grey scale designs and obtained approval before moving on to the first round of designs.  

What was the team composition?

We worked with Ed (UX Architect, Full Clarity) and Rob (UX/UI Designer, Full Clarity) throughout the project.

Can you share any outcomes from the project that demonstrate progress or success?

Not at this time because we have not gone live with the feature. However, the team delivered excellent designs.

How effective was the workflow between your team and theirs?

The team was flexible and made themselves available as needed. Both Ed and Rob were very friendly and incredibly engaged in the project, and they were always going above and beyond to ensure they were factoring in all scenarios and customer profiles into their designs. This included traveling to various locations to work with vendors or store associates. It was a very collaborative process. They always took all my comments and suggestions into account and would quickly pivot and tackle any new request that was thrown their way.

What did you find most impressive about this company?

 They were detail-oriented and delivered top-tier quality designs.

Are there any areas for improvement?

No, I can’t think of anything.

Please describe your company and your position there.

I'm the CEO of Hospify, a secure and healthcare messaging platform serving patients and clinicians. We’re compliant with the EU’s GDPR regulations.

For what projects/services did your company hire Full Clarity?

We needed backend development and UX/UI for our SaaS solution, the Hospify Hub.

What were your goals for this project?

We wanted a basic SaaS suite integrated with our mobile app.

How did you select this vendor?

We received a personal recommendation.

Describe the project and the services they provided in detail.

They built out the basic SaaS suite, including a web app and a desktop app, from scratch and integrated it with our free mobile app.

What was the team composition?

We worked with Jon (Co-Founder, Full Clarity) and Ed (UX and Product Design Lead).

Can you share any information that demonstrates the impact that this project has had on your business?

The Hospify Hub is the subscription component of our platform, so Full Clarity's successful implementation of it has been key to our continued success.

How was project management arranged and how effective was it?

We communicated through Slack and tracked our progress through Jira. We also met in person.

What did you find most impressive about this company?

Jon and Ed have been great to work with, and have built a rapport with us to the point that they genuinely feel like part of the team. Their work is of the highest standard, they take direction and handle the unexpected really well, and they’ve gone the extra mile with us to hit key deadlines on several crucial occasions.

Are there any areas for improvement?

No, I can’t think of anything.