Understand your customers. Build better tech.

GOLD VERIFIED

At Highland, we research, design, and build digital products and experiences for customer-centric companies and mission-driven organizations. For over 20 years, our team of designers, developers, and strategists have helped organizations turn their biggest uncertainties into opportunities for growth.

We've built and launched over 268 digital products, and we'd love to help you take your idea from dream to delivered. Ready to get started? Get in touch.

 
$25,000+
 
$150 - $199 / hr
 
10 - 49
 Founded
1999
Show all +
Chicago, IL
headquarters
  • 141 W. Jackson, Suite #2200
    Chicago, IL 60604
    United States

Portfolio

Key clients: 

Mission-Driven Organizations: Thrivent Financial, Morton Arboretum, Make-A-Wish, McGraw-Hill, RefugeeOne, City of Chicago | Business & Manufacturing: American Marketing Association, Creative Group, Greif | Healthcare: Cigna, Children's Hospital of Wisconsin, Agiliti Health, Harvard University Health Services

Putting a dent in the student debt crisis Image

Putting a dent in the student debt crisis

Thrivent wanted to create new products to help students plan, prepare, and pay for college. We created digital platforms to help students achieve their dreams without debt.

Read the case study
Developing a no-nonsense banking app Image

Developing a no-nonsense banking app

Highland worked with Thrivent Financial to build Fulfill, a streamlined application to help Gen-Z and millennial bankers make the most of their money. 

Read the case study

Designing experiences that deliver hope and strength Image

Designing experiences that deliver hope and strength

Make-A-Wish wanted to grant even more life-changing wishes for children with critical illnesses. We helped them understand the wish family journey from a new lens, and then created a digital strategy to empower staff and streamline their technology solutions. 

Read the case study

Mapping the journey of families at the ER Image

Mapping the journey of families at the ER

Children's Hospital of Wisconsin W partnered with Highland to understand the ER journey so they could make the hospital experience better for children and their loved ones.

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Transforming an industry through custom software Image

Transforming an industry through custom software

Highland built a mobile-first product for Creative Group that is now bringing customized solutions to market 3x faster than competitors.

Read the case study

Reviews

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Customer Research for University Leadership Dev Center

“We were all on the same page of what we were getting, and that’s exactly what we got at the end.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
July - Aug. 2020
Project summary: 

Highland conducted customer research for a leadership center. They delivered coded interviews, a blueprint that mapped out the customer’s experience and internal processes, and a full deck of research findings.

The Reviewer
 
1,001-5,000 Employees
 
Wheaton, Illinois
Sarah Davis
Development Coordinator, Leadership Development Center
 
Verified
The Review
Feedback summary: 

Highland’s work not only provided actionable insights on the center’s customers but also streamlined internal processes and led to cost savings. The team accommodated a strict budget and timeframe, ultimately delivering on their promises. Their organizational skills added value to the project.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing specialist for an outdoor leadership development center of a Christian liberal arts school in the Midwest. As a leadership development center for youth and young adults, we run summer camp programs, a gap year, fully-residential graduate programs, retreats, and undergraduate programs. It’s a pretty dynamic center that serves a lot of different constituents.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland?

We were considering a big CRM switch. We had assumed, pre-research, that our registration system was keeping camper families from registering. From our point of view, it was a clunky system that wasn’t very intuitive or user-friendly. It was going to be a pretty big switch, and we’d been recommended to do a bit of customer journey research.

SOLUTION

What was the scope of their involvement?

In the beginning, we went into a discovery to figure out what questions we were asking and what we wanted to know. Highland guided us through that; they created all of the interview guides and created the frameworks through which we’d be doing the research.

I think we were a little bit unique in that we wanted to learn the process — we didn’t want them to just do it for us. They were really good at teaching us what they were doing. They pulled back the curtain a bit but still gave us really good support. They followed a Jobs to be Done research methodology.

We walked away with 11 coded interviews, which was a really clean way of seeing what parents were thinking and doing throughout their process. Those got funneled into a customer service blueprint, which mapped out the customer’s experience and what the key events were in their decision timeline, from first thought to consuming the product (in this case, summer camp). The blueprint also showed behind the scenes, so all of the processes and people that are involved in making everything happen.

The other thing we walked away with was a full deck of research findings, including what the key push-and-pull factors were in a parent’s decision to send their child to camp, and then the key habits and anxieties around that decision.

What is the team composition?

We worked with Florence (UX Researcher & Designer). She was our main point of contact throughout the project, and I felt like she could do everything. She timed out and managed the project, and she pushed us on the timeline. I didn’t think we could get it done in 2–3 weeks, as I was accustomed to our timeline, but sure enough, it got done, and we got all of the deliverables on time.

We threw some timing curveballs at Florence, and she was able to flex with us and make it work. She was also able to interview, take those findings, and really clearly map them out in the user journey. It felt like with just one person, we got everything.

How did you come to work with Highland?

It was just word of mouth. I’d been talking about this big switch with a co-worker, and he knew about Highland, their services, and their methodology. He’d had a really good experience with Jon (President). Highland already had some knowledge of our organization. We sat down for a proposal, and it felt like they read our minds in terms of what we needed to know and where we needed to go. They were also willing to teach along the way, and it was important for us to learn. Finally, we have a pretty tight budget, so for them to be able to work with us on that was key.

How much have you invested with them?

It was $15,000–$16,000.

What is the status of this engagement?

Our partnership began in early July. We got going in late July, and it was done in mid-August 2020.

RESULTS & FEEDBACK

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

Through their work, we found that registration was actually not the barrier; parents had, in fact, made the decision before they even got to the website and encountered registration. This allowed us to determine that changing the CRM and the registration process wasn’t going to get more families, so it wouldn’t have solved our core issue. That saved us a lot of money. 

The deck of findings and recommendations that they made really pulled everything that we’d learned and explored in the three weeks into one fairly concise piece. We can show that off to different stakeholders, really rally people behind the issues that need to be fixed, and direct attention there.

We have a few staff transitions coming up, so to have a clean layout of who does what, when, and why in the blueprint is really invaluable for that transition. Using the full deck of research findings, we were able to prioritize key steps to improving our communication, web-flow, the content that’s on our web, and what content we serve up to parents at what time. From that, we created a roadmap over the next year to lay out our priorities and improve the process. 

How did Highland perform from a project management standpoint?

I’d give them a 10/10. Having them keep us on a timeline was one of the most valuable parts of the project. Doing 11 coded interviews was a lot for us, so for them to be able to pull that into an easily readable one-pager was great. They were really good at organizing content. 

The pacing of the project was huge. Had we done this alone, it would’ve been a six-month project. However, because Highland guided us, they introduced us to new tools and ways of scheduling out a project that I think will impact how I run projects like this in the future.

What did you find most impressive about them?

I felt like upfront, we were all on the same page of what we were getting, and that’s exactly what we got at the end. I didn’t have to pull, push, or prod to get that. In my experience with other vendors, they over promise and under deliver. Highland did a good job of getting not only me but also my boss and the people I work alongside on the same page in terms of what we’d get at the end of the project and what we’d be able to do with it.

Are there any areas they could improve?

One of the cool parts of working with them was having an outside voice asking questions. It would’ve been great to get more perspective from their team — we really just had Florence — but they worked with us on our limited budget. Again, what impressed me about Florence was her ability to come into what was a new world to her. Other people from Highland had exposure to our organization, but she did not. She was still able to slip in and talk with our constituents in a really good way.

Any advice for potential customers?

They had a pre-planning meeting that involved all of the stakeholders. Really be open with your timeline and get everything out on the table. That helps the process go a lot smoother. It also really helped bring more value and clarity to our decision-making process about a pretty big investment.

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

Customer Journey Mapping for Chemicals Company

“Highland was very customer-centric, tailoring what they were doing to what we wanted and needed.”

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Oct. - Nov. 2019
Project summary: 

Highland conducted customer journey research for a chemicals company. They compiled interview guides, conducted interviews, and provided market insights. The ultimate deliverable was a customer journey map.

The Reviewer
 
10,001+ Employees
 
Philadelphia, Pennsylvania
Global Marketing Director, Chemicals Company
 
Verified
The Review
Feedback summary: 

Highland illuminated necessary changes to interactions with customers and confirmed a strategy the client had made a multimillion-dollar investment in. Flexible and responsive, the team provided helpful guidance through the process and worked quickly. They proved to be thought leaders in the space.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the strategic marketing director of the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland?

We wanted to do journey mappings of some of our markets.

SOLUTION

What was the scope of their involvement?

The deliverables were a journey map and insights from interviews. Highland put together interview guides, conducted interviews, and trained us on how to do the coding for those interviews. We did a workshop to create a journey map. Our technical team worked with our customers to map their general experience.

What is the team composition?

We had one point of contact on Highland’s side, who organized interviews and everything else.

How did you come to work with Highland?

They were recommended to us by one of our colleagues.

How much have you invested with them?

The cost of their work was around $40,000.

What is the status of this engagement?

The project with Highland ran between October–November 2019.

RESULTS & FEEDBACK

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

Their work confirmed the strategy we’d been working on and had made a multimillion-dollar investment in. That was really helpful. It gave us insights into what changes we should make in our customer interactions. We did several reviews of the material and its output with our teams, and it was really well-received.

How did Highland perform from a project management standpoint?

Highland was very customer-centric, tailoring what they were doing to what we wanted and needed. They were willing to teach us how to do the coding. I believe they have a large number of clients that pay them to do that, but we wanted to do it ourselves. Highland was really responsive in that sense.

David (Director, CX Practice) is really an expert in his space, and I found him to be very helpful in terms of guiding us through the process and acting as a thought leader on how this work connects to creating digital tools and offerings. I really enjoyed the work they did and getting to know them.

They had a rapid, one-week mapping approach, which I found to be a great way to get market insights within a short period of time. We never had issues with deadlines or meetings. We mainly communicated via email and phone, and we had a face-to-face kickoff meeting at their office, along with one at our office, to complete the work. The map took a couple of weeks to get completed after that.

What did you find most impressive about them?

This was my first experience working with a firm of this kind. We’re a big company, and I found them to be quite flexible and responsive to our needs. I was also impressed with how they handled the COVID situation. They applied their own methodology to their own business, in terms of the training programs they’re offering.

Are there any areas they could improve?

Getting the competed map a bit faster would’ve been nice, but it wasn’t that big of a deal.

Do you have any advice for future clients of theirs?

The client needs to know what they want to accomplish and to be clear about that. Highland can offer a few ways to do it, but knowing what problem they’re trying to solve or question they’re trying to answer is the best way of working with them.

5.0
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

Workflow Automation for Emergency Communications Company

“My software developer maintains a very high opinion of Highland and the work that they did.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Nov. 2019 - Ongoing
Project summary: 

Highland built a custom external platform for emergency communication company. The platform automates data migration processes between various software including dispatch, event management, and Salesforce.

The Reviewer
 
51-200 Employees
 
Coppell, Texas
Dave Mann
VP of Technology, Kings III
 
Verified
The Review
Feedback summary: 

Internal team members are pleased with the quality of Highland’s work. They hold daily standups with the team in order to facilitate open communication. They were very transparent, resulting in a strong partnership.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Technology at Kings III. We design, manufacture, install, and service through our call center, emergency phones for elevators. So, if someone is entrapped in an elevator, they would press the emergency button and they would get connected to our call center. We also provide pool-side phones.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland?

We’re automating several of our processes. They’re automating some of the workflows between a number of disparate and totally disconnected systems.

SOLUTION

What was the scope of their involvement?

We use two pieces of software that are specific to our industry. One is the service dispatched dispatch software. The other one is the event management software. Then the sales organization uses Salesforce.

Before working with Highland, it took a group of people to manually migrate the data between each system.

We wanted to utilize Highland's expertise, along with our in-house software developer, to increase greatly that automation between all of those platforms.

In the early days of the project, they scoped out the project and worked with users to see if they understood the concepts that they were coming up with.

They created a custom, external platform to work between each of the pieces of software that we already use.

What is the team composition?

There was a larger team involved in vetting out the scope and doing some discovery work, which included a project manager and UI designer.

Then, on the business side, we work with Tyler (VP). Jordan (Application Developer) has been the primary programmer and he works with our in-house team.

How did you come to work with Highland?

Once we realized that there were aspects of the project that required a bigger team, our software developer recommended Highland. He had seen them speak at a trade show and was impressed with how they understood the platform. We reached out and vetted them to make sure they understood our platform and could help with our project.

How much have you invested with them?

The full budget with them was $110,000.

What is the status of this engagement?

We started working with them in November 2019 and we’re still working together.

RESULTS & FEEDBACK

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

My software developer maintains a very high opinion of Highland and the work that they did. From a user perspective, everything seems great. They were able to make something work out of what little we had. I definitely have no complaints. I plan to call them again when we have similar needs going forward.

How did Highland perform from a project management standpoint?

We had daily stand-ups with them. Things started a little slower at the beginning of the project because we had a tight budget. We couldn’t expand on the scope very much as a result, so after talking with them, they agreed with what we envisioned. We moved into the code writing sooner than they normally would have. We had a tight budget, so we weren’t as flexible  

What did you find most impressive about them?

They were exceptionally transparent. Highland let us see behind the curtain. We saw their systems, we used Jira, we knew their backlog, and we saw how they managed the project. That was helpful for us because it helped us mature our own processes in house.

Are there any areas they could improve?

No, they have a mature process that works very well.

Do you have any advice for potential customers?

It’s good to know what you want and to understand the processes that drive them.

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

CRM Consulting & Implementation for Building Material Mfg.

“What sets Highland Solutions apart from competitors is that they’re more interested in what’s important for me.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
June 2019 - Ongoing
Project summary: 

Highland Solutions is helping a building material manufacturer connect their ERP system and each of their brands to SugarCRM. They led a brainstorming session and created a product catalog.

The Reviewer
 
201-500 Employees
 
Deer Park, New York
Jeff Dordick
VP of Sales, Barron Designs
 
Verified
The Review
Feedback summary: 

Highland Solutions created custom reporting that provides better visibility and makes it easier for internal stakeholders to manage the business. Patient, flexible, and timely, the team treats the client’s business as if it were their own. The brainstorming session added value to the engagement.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Sales for Barron Designs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We are using, and will continue to use, HubSpot CRM for our e-commerce business and to manage our marketing efforts. Our intention is to eliminate multiple operating systems through an ERP system and then connect that to SugarCRM.

SOLUTION

What was the scope of their involvement?

Our initial discussions were via conference calls until I realized it would be more productive to have a face-to-face meeting, and I flew to their Chicago offices. We had a brainstorming session where we discussed on a granular level how we were going to set up our processes. We also went through some exercises to map out how to set up Sugar, what we wanted it to do for us, and the information we wanted Sugar to provide us to navigate our business.

The meeting was extremely productive. We followed it up with direct calls with my IT department to start mapping out what it looks like to connect our new ERP system to SugarCRM. The idea is that over the first 3–4 years, we will slowly increase how much of our business runs through SugarCRM.

What is the team composition?

There are 3–4 people, including a project manager.  We had one individual helping us to build out a product catalog, and when that person went on vacation, somebody stepped in to complete it. John (Account Manager) has stayed actively involved.

How did you come to work with Highland Solutions?

I reached out to SugarCRM, and they gave me a couple of their implementers. I also found out about at least 1–2 others. I did my due diligence and spent a couple of months going back and forth with a lot of questions. I interviewed a couple of third-party implementers and decided on Highland Solutions because I had a better comfort level with them. I didn’t feel they were looking to take advantage of me.

How much have you invested with them?

We’ve spent $20,000.

What is the status of this engagement?

We started working together in September 2019, and it’s ongoing.

RESULTS & FEEDBACK

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

We’re still working on the user engagement. We scheduled a go-live date in mid-April. However, due to COVID-19, we’ve had to focus on setting up all of our systems — such as our computer programs, VPN, and telephone systems — to work outside of our brick and mortar offices, which were never designed to do. Additionally, going live meant we had to train everybody individually via remote sessions, so the user engagement has been somewhat limited.

I now have better visibility to our long-term opportunities. I told them that I needed to see certain things in a way that SugarCRM isn’t necessarily set up for. They’ve created some reports, which helps me to manage the business much better. It seems like every month or two, we’ll do something that’s impactful for me to share with our executive management team. We’re owned by private equity, so we run the business very granularly. The reports allow me to demonstrate what we’re working on, which is really powerful.

How did Highland Solutions perform from a project management standpoint?

During the brainstorming phase, they asked a lot of really good questions. I was able to help them since we were in-person. We mapped things out on a whiteboard, which worked really well.

We keep in touch through a chat platform and email. We even have project boards with certain deliverables. They keep me on track and budget by sticking to timelines, which is really cool.

What did you find most impressive about them?

I’ve dealt with different implementers and programs over the years. What sets Highland Solutions apart from competitors is that they’re more interested in what’s important for me. They’re interested in me as a business rather than me as a customer, which makes all the difference. They have helped develop a lot of things that are particular to us. 

They’re not in a hurry and treat our partnership as more of a marathon than a race. They look at the long game vs the short, which is pretty humbling. Throughout the process, I’ve been pretty amazed at how some things turned out, especially considering they didn’t know our unique business model when we started.

Are there any areas they could improve?

I’ve been pleased with them. They really go out of their way. They’re patient.  

Do you have any advice for potential customers?

Spend the money like I did and fly into Chicago and meet with the whole implementation team to map it out together. Those are billable hours to them, but it was well worth the investment. I spent a whole day there. Let them understand your business; the more they understand the business, the creativity will improve exponentially, the process will progress at an accelerated rate, and the implementation will go much smoother.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They worked around me and my traveling.
  • 5.0 Cost
    Value / within estimates
    They’ve been pretty fair.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    They’re a top-notch company.

ERP Maintenance & Software Dev for Real Estate Firm

"They make sure that everyone is on the same page before moving forward with the projects."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Oct. 2019 - Ongoing
Project summary: 

Highland Solutions provides ongoing maintenance services, troubleshooting and improving an existing internal ERP. The team has also developed a custom program that caters to third-party clients.

The Reviewer
 
51 - 200 Employees
 
Chicago, Illinois
Managing Director, Real Estate Valuation & Consulting Firm
 
Verified
The Review
Feedback summary: 

Highland Solutions has done a great job thus far. Working in a timely manner and communicating transparently, their strong project management skills are their biggest strength. In addition to being a responsive, open partner, they are enthusiastic about problem-solving.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the managing director at a national commercial real estate valuation and consulting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

Our programmer gave notice and left. We had developed an internal ERP that solved most of our problems. It was already in maintenance mode, and our programmer had done an excellent job creating it. 

We needed someone, because it wasn’t our expertise and we didn’t have other development staff, to troubleshoot, fix, and maintain the ERP. We also needed someone who could take it to the next level should we decide to pursue that.

SOLUTION

What was the scope of their involvement?

It’s a large program and we had very limited documentation on how it was constructed. Highland Solutions dove in an untangled that. 

They haven’t done new development on that program, but we did start a separate software customization project that was much smaller. They built us a program that takes our Excel work and spits out at an XML file that is used by our clients. 

What is the team composition?

I work with two programmers on a regular basis. 

How did you come to work with Highland Solutions?

When our programmer gave notice, we interviewed several firms. We liked the way Highland Solutions was going to go about the project. They seemed to have the clearest idea. We initially engaged them for a limited time, and since then we expanded the engagement. 

What is the status of this engagement?

We’ve been working with them since October 2019.

RESULTS & FEEDBACK

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

They do a great job and are prompt in our standups. They don’t waste time, but they make sure that everyone is on the same page before moving forward with the project.

How did Highland Solutions perform from a project management standpoint?

They have abundant strength in this area. They are very clear, and it’s easy to track where everyone is through their project management tools. The team is also very responsive, whether that’s through Slack, email, or phone calls. 

What did you find most impressive about them?

They’re always willing to jump on a problem. They are also very honest. We had them estimate out a project that we didn’t move forward with, and at first, the estimate was a little off, probably because we didn’t articulate the project well.

As soon as we realized that, they came back to us and talked us through it a bit more. I felt that was much better than other teams, including our own in-house programming team, when we had one. 

Are there any areas they could improve?

No, overall I’m very happy with our working relationship. I don’t think we could’ve found a better fit for us. 

Do you have any advice for potential customers?

Make sure you ask as many questions to feel comfortable with them. Highland Solutions is very open and honest, and they’re not going to say something just to sell you on it. 

They tell you exactly how they work and set appropriate expectations. Additionally, they can sub people in and out if you need a different skillset. 

5.0
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

Consulting & Marketing for Video Platform Development

“They’re very personal, engaged, and they get the job done quickly.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Jan. 2019 - Ongoing
Project summary: 

Highland Solutions designed and developed an educational streaming platform. They supported the project from start to finish, helping solidify the concept, offer advice, and after development, helped branding.

The Reviewer
 
51-200 Employees
 
Lisle, Illinois
Jason Gile
Dean of Program Development & Innovation, Northern Seminary
 
Verified
The Review
Feedback summary: 

Although the project just launched, internal stakeholders are pleased with the final result. Highland Solutions provided customized integrations to ensure the out of the box solution met their partner’s needs. They were trustworthy, organized, and efficient workers.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the dean of program development at Northern Seminary.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We were developing a new digital product. It’s a streaming video platform for educational purposes.

SOLUTION

What was the scope of their involvement?

They were our lead consultant for the whole project. Their leadership was involved in developing the concept and business plan. They helped with branding, web development, and integrations. We came to them with the idea and they helped solidify the project and get it off the ground.

We used out of the box solutions, but with that came integrations and customizations. When we built the platform, they helped customize it to fit our needs and helped us tie together multiple systems for integration. Even before that, in the brainstorming and design phase, they were very helpful.

What is the team composition?

We had 8–10 people on our team. One person usually took the lead to organize the different pieces and I interact with other teammates as needed.

How did you come to work with Highland Solutions?

We had a connection with their president, so we started with him. We ended up working with the rest of the team. We didn’t really consider other options.

How much have you invested with them?

We’ve spent about $75,000–$100,000.

What is the status of this engagement?

We started working together in January 2019 and it’s ongoing.

RESULTS & FEEDBACK

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

 We officially launched our product yesterday, so we don’t have hard metrics. Qualitatively, we’re really happy with their work and are optimistic about the outcome. They provide a really good product, their team is great, and they deliver on time.

How did Highland Solutions perform from a project management standpoint?

They were great. We trusted them with stuff as we needed it. When they worked with us, they were very organized and on task. They use their own project management system internally. They use Slack and Trello. They invited me to use those platforms as well, but I chose not to use them.

What did you find most impressive about them?

They’re very personal, engaged, and they get the job done quickly. They define a project and try to get it done in a well-defined period of time to prevent the project from dragging on.

Are there any areas they could improve?

No. We’re extremely happy and we’d recommend them.

Do you have any advice for potential customers?

Trust them to deliver across multiple aspects of product design and development. From concept to financial planning and development, they can help you get your digital product off the ground.

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

Help Understanding CME Providers & Boards for Regulator

"I was very impressed by the willingness of the team to dig deep and learn hard."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Dec. 2019 - Mar. 2020
Project summary: 

A healthcare regulator hired Highland Solutions to develop a digital strategy. They performed an analysis of existing IT infrastructure and developed recommendations.

The Reviewer
 
11-50 Employees
 
Chicago
Graham McMahon
CEO, Medical Education Firm
 
Verified
The Review
Feedback summary: 

The regulator has now moved to design, build, and implement Highland Solution's recommendations. Their team's communication and project management impressed, as did their ability to go above and beyond in their commitment to the project.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the CEO at a national healthcare regulator

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Highland Solutions?

We sought to develop a digital strategy that would help us transform to optimize service delivery to accredited providers, regulatory stakeholders, and clinician-learners

What were your goals for this project?

Identify our key audience, determine which platform capabilities would be required to succeed, the sequence of technical, marketing, sales, and support projects necessary, and the scope of investments and staffing needed.

SOLUTION

How did you select this vendor?

We engaged in an RFP process

Describe the scope of their work in detail.

Highland performed an analysis of our current IT architecture, worked through a design sprint, interviewed a variety of stakeholders, and developed - collaboratively - a series of recommendations

What was the team composition?

The firm's principal, Jon, with a core team that included IT architect, product design and research

RESULTS & FEEDBACK

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

Yes, we've now moved into design, build, and implementation using much of the structure and recommendations Highland delivered

How effective was the workflow between your team and theirs?

Excellent communication and project management throughout

What did you find most impressive about this company?

I was very impressed by the willingness of the team to dig deep and learn hard. We operate within a complex labyrinth of regulatory systems, and the team did a great job coming to speed in understanding the key stakeholders, their needs, and incentives that could align them.

Are there any areas for improvement?

No

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
    Higher cost than other bidders, but excellent value
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Design & User Research for Project Management Platform

"They work with the client’s best interest in mind."

Quality: 
5.0
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
Feb. - May 2020
Project summary: 

Highland Solutions led research efforts, interviewing members of the target audience to determine the work that needed to be done. The team also conducted an online survey and designed a software prototype.

The Reviewer
 
11-50 Employees
 
Switzerland
Kathrin Munz
Head of Marketing & New Product Development, Genioo
 
Verified
The Review
Feedback summary: 

Highland Solutions surpassed expectations, delivering a product that was much more advanced than anticipated. Although they missed the final deadline, it was because they were committed to delivering a solution that met all of the project requirements. They were a dedicated, supportive partner.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the product development & marketing manager for Genioo.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We were looking for a partner to help us define the strategy and design a blueprint for our own project management software. This was particularly critical as we are not a software company, so we were looking for a trusted partner to guide us on that journey.

SOLUTION

What was the scope of their involvement?

Highland Solutions did qualitative and quantitative research. During the research phase, and again during the prototype testing phase, they interviewed 60 people from our target audience to identify the jobs that needed to be done.

Each interview lasted about an hour. They also did an online survey of about 100 people to gather broader data to confirm our hypothesis. Additionally, they designed a prototype of a software management program. 

It has design components, a design library, and a code estimate for development. They provided strategic advice, helping us navigate complicated conversations and assisting in big decisions.

What is the team composition?

There were several people working with us, bringing different skill sets, including UX and software designers, as well as developers.

How did you come to work with Highland Solutions?

We found them on Clutch. Their focus on research and strategy were the main reasons we chose to work with them.

How much have you invested with them?

We spent $220,000.

What is the status of this engagement?

We worked together from February–May 2020.

RESULTS & FEEDBACK

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

Our executive team and board were highly impressed. The product was much more sophisticated than we expected. Highland Solutions brought an agile methodology within which we worked, and the outcome of the project was great.

They went above and beyond in gathering all the requirements and turning them into something tangible.

How did Highland Solutions perform from a project management standpoint?

They did okay, but it is their weakest point. The team was dedicated to producing the best product, even though it meant moving some of the deadlines out. The project ran roughly two weeks over the timeline originally set.

They were responsive and our communication was good. We had daily check-ins, communicating via Slack and email. 

What did you find most impressive about them?

Highland Solutions’s scope and dedication are very good. They work with the client’s best interest in mind. This was a very strategic project for us, and they moderated conversations elegantly to assist us. The team took our ideas, helped create a blueprint, and then designed the product accordingly.

Are there any areas they could improve?

Despite it being a messy and creative process, setting big milestones to align the client team would've been helpful. They also could've helped to educate clients on how agile methods work if they aren’t accustomed to that.

Do you have any advice for potential customers?

For strategic and complicated projects, senior leadership can provide valuable perspective and recommendations. I highly recommend getting them involved.

5.0
Overall Score The team is dedicated, skilled, and passionate.
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
    They delivered above and beyond our expectations.
  • 5.0 NPS
    Willing to refer

Customer Research & Journey for Children's Hospital

"The team showed a lot of interest in the subject matter."

Quality: 
5.0
Schedule: 
4.0
Cost: 
3.0
Willing to refer: 
4.0
The Project
 
$50,000 to $199,999
 
June - Dec. 2019
Project summary: 

Highland Solutions conducted customer research by doing internal and external interviews. The team then translated their findings into a customer journey to guide the business’ financial decisions.

The Reviewer
 
1,001-5,000 Employees
 
Milwaukee, Wisconsin
Executive Director of Digital Health, Children's Hospital
 
Verified
The Review
Feedback summary: 

Highland Solutions delivered a professional customer journey that accurately captured the pediatricians’ and families’ feelings. Thanks to their effective project management, the team was able to meet every deadline and deliver great work. They were an engaged, flexible, and thorough partner.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of digital health and experience at a children’s hospital.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We partnered with Highland Solutions to look at our overall experience around how families interact with the health system related to emergency and acute care and how they went through their decision making. 

We wanted them to do journey mapping and customer research work so that we could help guide our technology investments around that.

SOLUTION

What was the scope of their involvement?

Highland Solutions did internal interviews and also invited families in for 60–90-minute interviews. They also coded those interviews into different phases and mapped them out into an aggregated customer journey. 

The team had a designer who came in towards the end and worked on the final deliverables for the journey map. They noted the customer attitude and feelings through their journey from when they found out they had a sick child to when they decided on where to seek care. 

Highland Solutions then put together a presentation, as well as a PDF that we printed off into large formats and shared with people around the organization. We’re also using the journeys as posters and reference materials so that we can have a good, at-a-glance understanding of what our customers’ journeys look like. 

What is the team composition?

We worked with about four teammates including a lead strategist, some researchers, and a graphic designer. 

How did you come to work with Highland Solutions?

They reached out to us with an opportunity to work on journey mapping together. What we liked about their approach is that it was much more collaborative. 

We wanted to learn more about how to do the work in-house, and they were one of the vendors that were willing to take a partnership approach. 

How much have you invested with them?

In total, we spent about $90,000.

What is the status of this engagement?

We worked on this project from June–December 2019.

RESULTS & FEEDBACK

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

Their work was very well-received. A number of doctors commented that the journey map helped them validate what they had thought but were never able to put down. We got excellent feedback from the research that was shared with our executive teams and the board of directors

Everyone thought that it was professional and thorough and captured what our pediatricians were feeling from a ground level. 

How did Highland Solutions perform from a project management standpoint?

The team met deadlines. Highland Solutions didn’t have a formal project manager, but they communicated their deliverables and deadlines clearly. They hit every milestone that we asked of them. It was very effective, and we never had to step in and manage them.

They communicated constantly. Because they allowed us to participate and co-facilitate on a lot of the elements, we knew what was going on throughout the project. 

What did you find most impressive about them?

The team showed a lot of interest in the subject matter. They went above and beyond in terms of getting an in-depth understanding of our material in a way that maybe other firms don’t. The team was also willing to be flexible and allow us to take on some of the work ourselves. 

Are there any areas they could improve?

They could’ve done a little bit more on the presentation side of it. There was a hand-off in terms of the deliverable, but one additional step they could’ve taken was presenting their findings in a different way and giving a sales tour of their research.

Do you have any advice for potential customers?

Make sure that you commit enough time into ensuring the research is valuable, not necessarily in terms of managing the project but more so when it comes to engaging with the research.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
    For the most part, they stuck to our timelines. Because they’re a little smaller, sometimes there were other clients that may have gotten in the way.
  • 3.0 Cost
    Value / within estimates
    They’re neither the cheapest nor the most expensive. They’re in line with what we see in the industry.
  • 5.0 Quality
    Service & deliverables
    The service and end deliverable they provided were great. We got rave reviews.
  • 4.0 NPS
    Willing to refer
    I would highly recommend them depending on what customers are looking for.

UX Research for Wish-Granting Nonprofit

“They’re experts in their field, and the entire team is professional.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Oct. 2019 - Jan. 2020
Project summary: 

Highland Solutions conducted UX research for a national nonprofit. Corresponding with dozens of offices and hundreds of staff members, they identified core processes and proposed a solution for their new app.

The Reviewer
 
501-1,000 Employees
 
Phoenix, Arizona
Bipin Jayaraj
CIO, Make-A-Wish America
 
Verified
The Review
Feedback summary: 

Highland Solutions provided useful information that has helped the nonprofit move forward with its digital transformation. The team managed the timeline and budget well, ensuring that everything went according to plan. They’re professional and genuine, making them fantastic partners.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the VP and CIO at Make-A-Wish America. We are headquartered in Phoenix. We have about 60 chapters around the United States.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

The foundation is embarking on a digital transformation journey. My predecessor put together some elements of an app centralization model. We wanted to create one platform for most of our business processes, like wish granting, but also donor journeys, and what we call the “customer 360”. However, we didn’t have a good understanding of what each chapter needed. Each chapter has different needs depending on size, revenue, staff size and number of wishes granted. We needed help identifying the business processes and the requirements for each chapter, so we brought on Highland Solutions.

SOLUTION

What was the scope of their involvement?

Our primary goal was identifying the business processes, so it was mostly a lot of research work and then creating the UX design. So, they were thinking about the users, and designed the process and solutions around their needs. We’re talking about customer journey walk-throughs and a whole bunch of studies and research that needs to happen before we start building the app.

The first thing they did was a “consider and research” study that lasted about 12 weeks. The main focus was on UX design, customer design, and things of that nature. They gathered data from 25–30 chapters and interviewed about 100 staff members. Then, they held workshops for several days.

What is the team composition?

There were 5–6 team members working with us.

How did you come to work with Highland Solutions?

They had done work for one of our chapters. They did some terrific work, and I was really impressed with the results. So, they introduced us.

How much have you invested with them?

We’ve spent about $180,000.

What is the status of this engagement?

We worked together October 2019–January 2020.

RESULTS & FEEDBACK

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

This was an essential step in digital transformation, so we really needed it to progress. They helped us uncover things we wouldn’t have without them.

How did Highland Solutions perform from a project management standpoint?

They have a good skill set in terms of project management. Typically in projects like this, we’d see cost overruns or timeline delays, but they made sure that everything was in line.

What did you find most impressive about them?

They’re genuine. I’ve worked with many IT consultants where that isn’t the case. Highland Solutions is a boutique; they know what their strengths are and cater to that, rather than trying to be everything to everyone. They’re experts in their field, and the entire team is professional.

Are there any areas they could improve?

No. We’re looking forward to another phase in the project with them.

Do you have any advice for potential customers?

Know exactly what you want. Be open with them on where you’re starting to help them properly estimate the scope and time of the project. Also, be open to learning things you hadn’t thought about. When we read their report, it was not what we assumed going into the project, but it was the truth.

5.0
Overall Score The experience is awesome. They listen well and bring solutions that may surprise you.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    We were amazed by what we got out of it; totally worth what we spent.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    Definitely.
Verification

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GOLD VERIFIED
Business Entity
Business Entity Name
Highland Group, Inc. DBA Highland Solutions
Status
Active
Jurisdiction of Formation
Illinois
Id
60358966
Date of Formation
Feb 22, 1999
Payment & Legal Filings
Bankruptcy
No
Tax Lien Filings
0
Judgement Filings
0
Collections Count
0
Last updated
Dec 6, 2019
Client Reviews
VERIFIED CLIENT REVIEWS
31
OVERALL REVIEW RATING
4.9
Source
Clutch
LAST UPDATED
September 18, 2020