Full Clarity

BACKGROUND

Please describe your company and your position there.

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

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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!

RESULTS & FEEDBACK

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.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Full Clarity?

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

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

Please describe your company and your position there.

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

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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).

RESULTS & FEEDBACK

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.