Goodface agency

BACKGROUND

Please describe your company and position.

I am the CEO of Finup

Describe what your company does in a single sentence.

With Finup you can issue unlimited virtual cards and fund them with crypto

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• Website Design
• Website Development
• Brandbook

SOLUTION

How did you find Goodface agency?

Clutch Site

Why did you select Goodface agency over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Company values aligned

How many teammates from Goodface agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We ordered three services - a brandbook, a design for a landing page and a development of a landing page. All three tasks were completed on time and in excellent quality.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We received a complete refresh of our company's visual representation on the web. A completely revamped visual identity and a website that is done in the style we expected. All wishes were taken into account and fulfilled on time.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Communication was top-notch, updates were given at every stage of the project, all requests or comments were always heard and applied.

What was your primary form of communication with Goodface agency?

Virtual Meeting

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

Goodface has a unique sense of style and it can be felt in every detail of the project done. We were very happy with the visual style and all the solutions the agency offered us.

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

There is always room for improvement, but in this case they are so insignificant compared to the work done that it would be unserious to mention them.

BACKGROUND

Please describe your company and position.

I am the CPO of LaFinteca

Describe what your company does in a single sentence.

We enable payment methods through one unique simple integration. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• We were expanding into Latin America and wanted to establish a standout presence in this competitive new market. So we aimed to to stand out in this new landscape.
• Goodface helped us by crafting a distinct visual identity, developing our website, and creating a personal account of a merchant design system that perfectly aligned with our brand’s needs.

SOLUTION

How did you find Goodface agency?

Referral

Why did you select Goodface agency over others?

High ratings

How many teammates from Goodface agency were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The Goodface team began by shaping a logo and visual identity, then developed a detailed brand guideline to keep everything consistent.

For the website, they designed pages, mapped out user flows, and created the design concept.

Once the design was set, they built a fast, scalable site with tons of engaging interactive elements and animations — it’s actually fun to use! They also set up a CMS and created landing pages to support our marketing campaigns.

A big highlight was the merchant account interface. Goodface made it clear, easy to navigate, and reliable.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The results were exactly what we needed. Our website really stands out among competitors, thanks to Goodface's fresh approach to fintech design — it positioned us as an avant-garde player in the LATAM market.

We've received a ton of positive feedback from clients saying it’s convenient and easy to use. Users are also loving the bold animations and vibrant colors!

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The workflow was seamless — deliverables arrived on time and with exceptional quality. Communication was clear and meaningful throughout. Best of all, even after a year of collaboration, Goodface continues to support us with design and development, ensuring everything operates smoothly.

What was your primary form of communication with Goodface agency?

• Virtual Meeting
• Email or Messaging App

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

Goodface agency's expertise in design and development impressed us the most. With them, we knew everything would work seamlessly, freeing us from technical concerns — they had it all under control.

And of course, their experience in fintech. Having delivered so many standout projects, they clearly understood the industry’s nuances.

And of course, their fresh view was something! They looked at the market from a new angle and found a standout approach. Instead of endlessly translating dashboards and interfaces, Goodface designers used custom illustrations with bold contrasts to capture the project’s essence. It was unique — and it worked beautifully.

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

Every aspect of this collaboration was handled in the best way possible. So we’re completely happy with what we have as a result.

BACKGROUND

Please describe your company and position.

I am the CEO & Founder of Merge

Describe what your company does in a single sentence.

SaaS and Fintech product design agency

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?
We hired Goodface for custom software development on a project where we handled the design. We needed a reliable contractor to manage the task and any challenges that came up. It was crucial for us to find a team that deeply understands product development and is flexible enough to adjust the development plan during the project.

SOLUTION

How did you find Goodface agency?

Referral

Why did you select Goodface agency over others?

• High ratings
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Goodface agency were assigned to this project?

4

Describe the scope of work in detail. Please include a summary of key deliverables.

Goodface handled the project specification, architecture, Frontend development, Backend development, and QA.

Working with them was quite convenient. We didn’t have to explain how to do anything. We just shared our idea and gave them the tasks and the Goodface team took it from there. They formed the scope of work and presented it for our approval. The workflow was smooth and efficient, with no extra difficulties.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The key result was consistent uptime and predictable sprint delivery. They nailed our main requirements and executed everything perfectly.

Everything worked smoothly, and the project was realized accurately according to the specifications and high standards.

Their meticulous attention to the Frontend deserves special mention because it was crucial for us that the final result matched the design idea and prototypes exactly.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The workflow was highly efficient and met our expectations 100%. The Goodface team adhered to all deadlines, completing each stage of the project as scheduled.

Our communication was effective, with regular updates on every necessary aspect of the project. We discussed progress and strategically planned future steps, ensuring seamless collaboration.

What was your primary form of communication with Goodface agency?

• Virtual Meeting
• Email or Messaging App

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

What impressed us the most was their deep understanding of product development processes and their ability to implement them effectively.  Combine that with their smooth product management and attention to detail, and you've got the perfect team for product development.

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

Honestly, everything worked out better than we expected. They were reliable and meticulous throughout the development process, and they made the final product look slick and perfectly aligned with our designers' vision. It was exactly what we wanted.

BACKGROUND

Please describe your company and position.

I am the Head of Marketing and Communication of Magnetiq Bank

Describe what your company does in a single sentence.

Financial institutions offer banking infrastructure for fintech companies, e-commerce, and businesses.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• Brand Design: Create a cohesive and distinctive brand identity that aligns with the company's mission, values, and market positioning. Design visual elements that increase brand visibility and recognition across various platforms and media. Ensure that all brand materials (including packaging, marketing collateral, and digital assets) maintain a consistent look and feel. Design a unique, memorable, and instantly recognizable logo that represents the brand’s identity and values.
• Website: Develop a website that prioritizes user experience with intuitive navigation, responsive design, and easy access to information. Create a visually appealing platform that effectively highlights the company’s products or services, emphasizing their unique features and benefits.

SOLUTION

How did you find Goodface agency?

We connected on LinkedIn.

Why did you select Goodface agency over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned
• we were impressed by the examples of their previous work and their experience in the fintech sector

How many teammates from Goodface agency were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Scope of Work

The agency was responsible for the following tasks:

1.    Conducting a thorough analysis of our existing brand identity and market positioning.
2.    Design a new logo and symbol that aligns with our new brand identity and conveys our innovative approach.
3.    Creating a comprehensive brand book that includes the following chapters:
•    Mission and Vision: Outline the goals and aspirations of the rebranded bank.
•    Brand Story: Craft a compelling narrative for our brand, highlighting our journey and why we are evolving into a fintech bank.
•    Brand Values: Define the core values guiding our actions and decisions.
•    Visual Identity Guidelines: Provide detailed specifications for the new logo, colours, typography, and other visual elements.
•    Tone and Voice: Establish guidelines for our brand's communication style, ensuring consistency across all channels.
•    Brand Application: Define how the new brand will be applied to various touchpoints, such as stationery, marketing collateral, signage, digital platforms, and more.
•    Brand Guidelines: Provide clear instructions on how to use our new brand assets, ensuring consistency in their implementation.
•    Brand Compliance: Set brand management guidelines and ensure consistent brand application across all departments and communication channels.
•    Digital Marketing and Social Media Guideline: Provide strategies and best practices for effectively building our brand presence on digital and social media platforms. Include guidelines for content creation, community management, paid advertising, and analytics measurement.
4.    Designing and producing mock-ups for outdoor and indoor branding materials, such as billboards, signage, banners, and office aesthetics.
5.    Design and produce mock-ups of all brand elements in real-life applications (website, app, social media, etc.).
6.    Assisting with the rebranding implementation across various platforms and touchpoints, ensuring a seamless transition from the old brand to the new.
7.    Brand Launch Strategy - create and implement a plan for the public reveal of the rebranding. 
8.    Develop website 
•    Design and produce mock-ups of all brand elements in real-life applications, including the website, app, and social media platforms.
•    Develop a new website and design interfaces for the login pages to our internet banking platform, ensuring a user-friendly and secure experience for our clients.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. Project Milestones: All project milestones were completed on time and within the allocated budget.
2. Deliverable Quality: The quality of deliverables exceeded our predefined standards, receiving positive feedback from both internal and external stakeholders.
3. Stakeholder Satisfaction: Stakeholder surveys indicated a 90% satisfaction rate, highlighting the project's success in meeting their expectations.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• The project team consistently met all deadlines, ensuring that each phase of the project was completed on schedule.
• Milestones were achieved as planned, with regular updates provided to keep stakeholders informed of progress.
• Detailed project plans were created, outlining clear timelines and deliverables for each stage.
• The project team maintained open and regular (1-2 times per week) communication channels, ensuring our needs and feedback were promptly addressed.
• Weekly status meetings were held to discuss progress, address concerns, and make necessary adjustments.

What was your primary form of communication with Goodface agency?

• Virtual Meeting
• Email or Messaging App

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

Their experience and range of projects within the Fintech sector 

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

While Goodface Agency excels in many areas, there is always room for improvement. One area for enhancement could be their approach to the legal aspects of their work, particularly in the logo design. We had to conduct our own checks to ensure there were no similar logos on the market and discovered some that were quite similar. Proactively addressing these legal checks and providing assurance on the uniqueness of their designs could significantly improve their service and client satisfaction.

BACKGROUND

Please describe your company and position.

I am the Managing Director of a software company 

Describe what your company does in a single sentence.

Specialized hosting in VPN and proxy industry

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• Beautiful Frontend Website
• Highly Functionality Dashboard
• Beautiful Company Identity

SOLUTION

How did you find Goodface agency?

Clutch Site

Why did you select Goodface agency over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Goodface agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Functional & Beautiful React Dashboard integrated with REST API 
• Beautiful React Website 
• New Brand Identity & Visual Assets

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Develop a highly functional and visually appealing customer dashboard which needed to be integrated with our REST API to allow for customer management, checkout, service provisioning and billing management. 
• Develop a new beautiful website which is highly functional in terms of conversion, SEO and content management. This website needs to be React based and integrated with our REST API.
• Reinvent our brand identity to make our company more professional and have more visually appealing graphics and digital assets

Describe their project management. Did they deliver items on time? How did they respond to your needs?

On commissioning with the project, we had several virtual meetings with our project delivery manager (Dima) and the company CEO (Max). Both were incredibly helpful and laid out a framework for project discovery, development, delivery and assurance which was very helpful for understanding the project stages and flows. 

Throughout the project we have had the chance to communicate with Dima for any issues we have and we’ve also spoken directly with designers and developers to help convey our requirements effectively. As a client, I think we’ve probably been difficult sometimes as we’ve changed our minds on things and asked them to revisit areas but they have always been incredibly helpful with these alterations and have quickly made adjustments to our requirements without issue. 

They have delivered all the projects inline with their initial projections and we are happy with the pace of development.

What was your primary form of communication with Goodface agency?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

The visual digital art produced by the company is the best we’ve ever seen and they’ve reinvented our entire brand identity from the ground up, creating a beautiful, cohesive and professional brand image across all websites, dashboard and other digital assets like emailing templates. Their digital designs for our website and dashboard were fantastic, modern and visually appealing, utilizing animations and movement throughout the website. 

We are confident these changes will improve our user experience and conversion. I’ve been very impressed with the level of communication throughout the project. On commissioning the project we were added to a groupchat with our project manager (Dima) and he has been fantastic throughout the work, answering any questions we have very quickly even when it is late at night.

We’ve also been very impressed with how the company has been able to work so well from Ukraine with the obvious difficulties they are facing. As a client, we have not noticed any issues at all and we’re amazed by their workflow reliability and resiliency as a company. It was also nice to have a chance to support a company from Ukraine during this period.

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

Not really. Communication was great throughout the project and overall this has been the best freelancer/contractor/agency experience we have ever had as a company.

BACKGROUND

Please describe your company and position.

I am an executive at a FinTech SaaS Company

Describe what your company does in a single sentence.

We are a SaaS provider for fintech companies.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• Branding
• Website
• UX/UI design

SOLUTION

How did you find Goodface agency?

Online Search

Why did you select Goodface agency over others?

• Pricing fits our budget
• Great culture fit
• Company values aligned

How many teammates from Goodface agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

At the very beginning, we agreed on the work plan and determined the number of sprints that we needed to create the MVP and the full version of the project at the kick-off meeting. The whole process played out in three major phases: Discovery, UX/UI Design, Frontend, and Backend Development. In the first stage, Goodface researched the trends of the market and scoped out the competition, making us a template for content. 
They whipped up wireframes, and design concepts for the logo and website. During the UX/UI Design stage, the Goodface team created layouts of all website pages, mobile app adaptives, and custom illustrations describing our complicated product. 
Then, the Development stage hit, and they brought all those designs to life with programming, making an admin panel for convenient content management. To sum it up: we've now got a massive corporate website with custom illustrations and animations, a logo and visual identity, as well as a design system for a Merchant portal.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We received an amazing website that helped us compete in the market, since we launched the new branding and logo. The amount of website has grown more than 300%.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was highly professional, structured and organised. All the requests have always been addressed with highest priority, all the deliverables were always provided on time, in strict accordance with the schedule.

What was your primary form of communication with Goodface agency?

• Virtual Meeting
• Email or Messaging App

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

They are super creative and very professional. Lots of FinTech experience. Looks like the guys are capable of handling all kinds of projects, regardless of the industry and project size.

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

Honestly, I don't there anything specific they need to improve, we are more than pleased with the the process and the results.

BACKGROUND

Please describe your company and position.
I am the Head of sales of Nenia Jewelry
Describe what your company does in a single sentence.
Nenia is a special brand of jewelry, the world's trailblazers in crafting jewelry for mothers with children's figurines.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• We changed the brand name and the positioning. We've wanted a bright reborn. So, there were three big goals: updating the logo and brand identity, creating a new website, and implementing of constructor of custom bracelets.
• Updating the logo and brand identity
• New website development
• Constructor of custom bracelets development

SOLUTION

How did you find Goodface agency?
Referral
Why did you select Goodface agency over others?

• High ratings
• Referred to me
• Company values aligned
• Goodface offered complex work on a project, including both design and development

How many teammates from Goodface agency were assigned to this project?
6-10 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Goodface professes a complex approach to the work processes, so we had design sessions, brainstorming, and demo meetings. All the major work was done on the side of the Goodface team. As a result, we have a logo and brand identity, website, and online constructor.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?
We have received amazing results! Check this up, we have a very powerful design and a reliable and fast website. And yeah, the most incredible thing ⏤ our custom bracelet constructor! That's what really makes us stand out from the competitors. And all those words about our amazing results aren't just our own thoughts. We've got a bunch of admiring testimonials from our clients!
Describe their project management. Did they deliver items on time? How did they respond to your needs?
The process of interaction included brainstorms, design sessions, and multiple interim meetings. We were in touch with the project manager and design lead, and they were lightning-fast with their responses. And when it came to delivering items, it was high level!
What was your primary form of communication with Goodface agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?
Main Goodface’s trumps are design expertise and a powerful development team. We felt totally calm during all the processes cause understood from the first meeting that they were professionals. They handled all the main work and in addition, kept us in the loop.
Are there any areas for improvement or something Goodface agency could have done differently?
All the work was done brilliantly. But speaking about something more, we’d be really happy, if Goodface had SEO-promotion service too.

BACKGROUND

Please describe your company and position.

I am the Chief Marketing Officer of SettlePay

Describe what your company does in a single sentence.

SettlePay is a Simple card payment for crypto.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Goodface agency to accomplish?

• We needed to totally renovate and improve the old outdated site. This included both the design and development parts.

SOLUTION

How did you find Goodface agency?

• Referral

Why did you select Goodface agency over others?

• High ratings
• Referred to me
• Company values aligned
• Experience in fintech

How many teammates from Goodface agency were assigned to this project?

6

Describe the scope of work in detail. Please include a summary of key deliverables.

The project we started from the discovery phase. Goodface provided us with the results of the research. And we aligned on the scope and strategy of the project. Next up Goodface team crafted prototypes and visual concepts. We ultimately selected the one that resonated the most with us. Then we moved on to the design stage and got the full-fledged design. In the final stages, the development team created the Frontend and connected the CMS.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The Goodface team worked with an outsourced SEO contractor and implemented technical requirements in this field. So, we’re waiting for boosting of the traffic for the new website in the near future. Oh, the most impressive thing is the look of the new website. Seriously, our entire team is thrilled with it!

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The workflow in Goodface is clearly structured. We worked in sprints. They made presentations of each of the stages of the project, and they didn't move forward until we gave the green light. Communication was on point and clear with no delays there. And, sure, the project was delivered on time

What was your primary form of communication with Goodface agency?

• Virtual Meeting
• Email or Messaging App

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

We were amazed by their profound knowledge of design and development. It was a scenario where you could entrust all those design and development challenges to the team of experts and take it easy, anticipating a great outcome. Another perk was Goodface’s background in working with financial companies. It's quite evident they have a strong grasp of this industry.

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

Oh, definitely not. We’re 100% satisfied with all processes and results!

BACKGROUND

Introduce your business and what you do there.

I’m a project manager for 365Games, which is one of the projects of a software development and services company within the gaming industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Goodface agency?

Our main challenge was a tight timeline, as we were in a rush to start the 365Games project. For this project, we also ideated some features that weren’t in the market, so we wanted to release them to the gaming community. Therefore, we hired Goodface agency to help us out.

SOLUTION

What was the scope of their involvement?

Ours was a two-part project consisting of developing a dashboard and a website. Goodface agency designed and developed the website. As for the dashboard, 90% of their work revolved around development because we provided them with the main designs. Additionally, they created some slide designs for us.

During the website development phase, we asked Goodface agency to develop a 3D feature. However, they told us they didn’t have that capability, so a third-party service provider developed it, and Goodface agency was in charge of implementing it on the site. In addition to that, we requested a blog feature.

As for the technology stack, Goodface agency used Figma for the designs, which is where most of their design work was done. We also had a shared file for the design, divided into frontend and backend. Moreover, they used Vue.js for development, AWS for hosting, and Strapi as the CMS for the administration panel.

What is the team composition?

We were in contact with the project manager.

How did you come to work with Goodface agency?

We found them through Clutch. We had other agencies in mind, but in the beginning, Goodface agency seemed to be very interested in our project. Additionally, they seemed to have very good timelines and communication, so we went with them.

How much have you invested in them?

We spent over $70,000.

What is the status of this engagement?

We worked with them from mid-July 2022–February 2023. We ultimately ended the collaboration due to many issues we faced together along the way.

RESULTS & FEEDBACK

How did your relationship with the vendor evolve?

Throughout our engagement, we started to face various issues with Goodface agency’s work. For starters, when we requested the 3D feature on the site, they weren’t able to build it, so we had to pay over $3,000 to a third-party agency for some basic animations. However, Goodface agency did the implementation very badly, so we ultimately had to remove the 3D feature.

During the first three months of our engagement, Goodface agency sent us reports, and in one of those was mentioned that the blog feature we requested was complete. However, after they delivered the website and we ended the partnership, we found out that the site had no blog section. According to Goodface agency, they only developed the frontend of the feature, but implementing it into the site would require an additional cost.

When it came to the dashboard development phase, we experienced many issues working with Goodface agency. They implemented most of the features incorrectly, despite having a very detailed flow on every feature we wanted. Moreover, there were other features they didn’t even implement.

When we had already paid Goodface agency and saw the poor implementation, we asked them what had happened, and they told us that making changes counted as a new request and wouldn’t be able to do it. By this point, Goodface agency had delayed the delivery a lot. Given that our main concern was finishing the project quickly, we decided to stop our collaboration because we didn’t want to lose more time or money.

Describe the impact this engagement has had on your business.

After seven months of working with Goodface agency, we had to find another partner that could help us implement what we wanted at additional costs. This project didn’t represent any success for us; it was mostly a waste of time and money. Although Goodface agency was talented in design and frontend development, our engagement was a failure overall.

We requested various features for our dashboard related to management and internal tournaments, a leaderboard, a rewards system, and a team creation feature. However, we didn’t receive most of those features, so we now have to create them elsewhere.

The main impact of this engagement on our business has been losing time and money. We experienced many delays throughout the project, which caused additional fees. Still, after investing all this time and money, our project isn’t ready.

How was project management handled?

Goodface agency’s project management was good until September 2022. Our initial conversations were via email, and the project manager seemed to be amazing. They were fast to respond and showed interest in many areas of our platform. Additionally, we didn’t experience any delays throughout the website development process.

Overall, Goodface agency’s offer was very nice initially, although it didn’t turn out that way. Soon, we found out that their, business, communication, and scheduling skills were very poor despite having very skilled people on their team. I’ve worked with over 40 companies, and most engagements required project management. Still, working with Goodface agency was one of the poorest project management experiences I’ve had.

Throughout the project, we had to ask and request things many times. For example, we had to ask for additional features around five times before we got heard, and this happened several times throughout the engagement. Moreover, we were the ones constantly asking for updates and reports. Providing updates was the project manager’s responsibility in order to keep the client in the loop.

We set up five deadlines for the project, and Goodface agency met none of them on time, which also created additional costs. Still, their team never offered to cover those costs. Instead, they kept charging us. We had an hourly contract with them, which meant that they could bill us for their time in whichever way they wanted to use it — it wasn’t fair. Our bills started increasing over time, and we never received a proper report of how the hours were being spent.

Gooface agency’s team would even disappear for a couple of days. After many delays, we had to take some measurements on our end, such as delaying the payments as well. Although we know that it wasn’t the best approach, we did that in an attempt to push them to finish the project.

However, when we did so, Goodface agency stopped working on the project until we paid our bills. When we paid them, we noticed that they had also charged us for the time they stopped working.

Is there anything that Goodface agency did well or that you would consider a strength?

The website design and development phase of the project was great and delivered on time, so I would give Goodface agency a good rating for that. I know that they’ve been successful in other projects they’ve worked on, and I’m sure that they have great designers. For example, their CEO is also their lead designer, and he’s very good. Moreover, their frontend development skills are great, and their experience is very good.

In what specific areas can they improve?

Goodface agency should ask more questions and get all the details in order to give proper estimates for their clients (especially for big projects)

What advice do you have for clients with similar needs to yours?

If you want to work with Goodface agency, create and provide them with your own contract because theirs favors them 100%. For example, the proposal for our project stipulated a three-month timeline and a $39,000 cap. Both of those were wrong and almost double.

Therefore, it’s important to have a strict contract with a set timeline and cost, including a delay policy. Although I understand that development projects usually have slight overages, they shouldn’t double the timeline and cost.

Company Responses

The service provider responded on May 17, 2023.

We regret that the client had a negative experience of the project. However, we would like to disclose some details and conclusions that we made on the basis of this case.

Let's start with revealing details where we cannot agree with the complaint:

Regarding the 3D implementation, we received inconsistent and non-optimized files from the client's team and provided feedback and instructions. However, the client decided to reject the 3D model due to exceeding expectations.

The blog feature was implemented but not filled with content as content creation is not part of our services. The client was informed about the content requirements, but we never received it. We provided instructions on how to fill the articles, but the client considered it a change request. This issue may be due to poor micromanagement by the client's marketing team, leading to a miscommunication.

Regrettably, the client's unfavorable experience towards the conclusion of the project brought attention to certain issues.

Here are some important takeaways:
1. Preparation and planning are critical for success. Lack of clear requirements can lead to experimental approaches and increased risks. To avoid this, it is important to define specific flows, data requirements, and ensure that all necessary data is available.
2. Processes and Reporting: Initially, the project developed well due to consistent processes. However, midway through, the client demanded a fixed release with a specific time and budget. Changes in requirements, new data, and payment delays caused difficulties.

Key Findings: Changing the project approach midway leads to difficulties. Establishing milestones and plans early on is critical. Prioritizing needs and support ensures a positive experience. Prepare, document and understand the technology before you begin. Avoid rushed development to minimize risk.

Despite negative customer experiences, we see potential in 365Games due to an interesting concept and quality development.