Illustrate Digital

Introduce your business and what you do there.

I’m the managing director of Technology Connected. We look to unify the technology industry as well as promote its social and economic impact and champion its position on the world’s stage.

What challenge were you trying to address with Illustrate Digital?

We had undertaken a rebranding process at the beginning of this year and needed a brand-new website to reflect our new image and strategy. Our team was looking for someone who could deliver something really interesting and exciting for us.

What was the scope of their involvement?

They delivered a brand-new website, very much in line with our new strategic objectives. We were implementing a completely integrated system between a new backend membership management CRM system along with the website. Illustrate Digital not only created a new website but also had to integrate the event management and membership parts of our new backend system.

It was very much a collaborative effort. They came up with the design and the whole theme that ran through the website. We then were responsible for the content and imagery.

What is the team composition?

Scott (Managing Director) was our original contact and then we dealt with their design team under the direction of Melin (UX Director). Then, we moved onto their project management team which was under Lydia (Project Manager). All in all, we worked with about five or six people.

How did you come to work with Illustrate Digital?

We put a brief out then we went and spoke to about half a dozen organizations. We knew about Illustrate Digital because it’s a small space and we were aware of some of their work. We went through a selection process and Illustrate Digital came out on top across all of our criteria.

What is the status of this engagement?

We put the tender out at the end of March or early April 2020, and the website was delivered by the third week of July 2020. We continue to work with them as they are hosting our site as well. They're our backup support.

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

Illustrate Digital successfully achieved the work in the target timeframe. We tracked every single stage to ensure we were on target. It was a collaboration so both parties needed to make sure they were responding to queries and questions.

In terms of value for money and once it was launched, we looked at analytics to see how the site was progressing. The work was well-received by our internal team and we have had many favorable endorsements from outside of the organization with regard to the new site.

The creativity, design, and the whole process were made exceptionally easy for us, and their creativity was second to none in capturing the whole ethos of what we are about.

How did Illustrate Digital perform from a project management standpoint?

Having gone through the exercise of putting a new website in previously, which was very painful, I was exceptionally apprehensive. I’d say they were extremely professional from the first minute we started to speak with them. Illustrate Digital always delivered on time and was very responsive.

They were exceptionally creative and extremely adaptable to any request that we needed to make. Their team explained the process to us if we had a query or wanted to do things differently. However, if we were unable to do that, they were very professional, mature, and a pleasure to work with.

What did you find most impressive about them?

It’s their customer-centric mindset and the way they worked with us. They have a solution to every issue, query, or question. The way in which they resolved any problems that we had was excellent.

What also amazed me is the speed at which they grasped who we were and what we were trying to do considering we had just gone through a new strategic review and rebrand; they were able to put that into something really visual.

Are there any areas they could improve?

The only comment I’d make is about the integration between apps from another system to working with us. That was down to them being able to work with it. I suppose it was just the time that it took on both ends. It certainly wasn’t a negative thing though.

Do you have any advice for potential customers?

Just do it.

Introduce your business and what you do there.

I’m the web product owner at a financial services company that provides mortgage products within the United Kingdom. We’ve been an established bank for over 50 years.

What challenge were you trying to address with Illustrate Digital?

We’ve been on a journey to upgrade and digitize, and their team has been a part of that process.

What was the scope of their involvement?

With them, I manage our web upgrade process with WordPress technology. They’ve done a number of web projects, including the build of a new site for our mortgage broker audience. In that effort, they handled everything from wireframes and concepts to deployment of the completed product. At this point, they manage and maintain our sites.

What is the team composition?

I work with two project managers and about 6–7 developers. There must also be a few teammates behind the scenes.

How did you come to work with Illustrate Digital?

Our operations manager was looking for a partner that could easily work with our WordPress technology. He stumbled upon them that way. 

What is the status of this engagement?

We started our relationship in August 2019, and our teams still work together. Currently, we have them on retainer with us and anticipate a long-term relationship.

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

The feedback we’ve collected from internal stakeholders about our newest site has been very strong. We’re also tracking web analytics to gauge our success with customers. Since we just went live, it’s a little difficult to tell how we’re received at this point. However, we’re seeing some encouraging metrics on usage. Additionally, internal responses have been great. 

How did Illustrate Digital perform from a project management standpoint?

They’ve been very clear from the start. On top of that, they didn’t merely implement our brief. Instead, they wanted to really engage with us and understand exactly what we were trying to achieve. They kept in contact with us to make sure they were on the right track, going into detail on their work. Their team always made sure we were fully up to speed, which made it really easy to communicate with them. 

In terms of delivery, they generally stuck to timelines. When we threw them curveballs and changes, they pushed the boundaries and took on the challenges with no issues. If there ever were issues, they’d highlight them for us and detail how they planned to fix them.

What did you find most impressive about them?

They focus specifically on WordPress. Because of that, they truly understand the scope of what the technology can do. We got a better outcome because of their expertise. They were local to our offices, so we were also able to have face-to-face discussions with ease. 

Are there any areas they could improve?

They’ve done a great job of meeting our needs. Things could’ve moved more quickly potentially, but I’m sure that they took the time necessary to ensure that things were done correctly.

Do you have any advice for potential customers?

Listen to their recommendations because they can provide the expertise needed to benefit you the most. Additionally, make sure to schedule regular meetings to stay engaged with them in a meaningful way.

Introduce your business and what you do there.

I’m the general secretary for Fintech Wales, a nonprofit that represents Wales with the fintech industry.

What challenge were you trying to address with Illustrate Digital?

I worked with them while I was at a different startup. When I came to Fintech Wales, I brought up Illustrate Digital to the board of directors because I knew that they could help us with branding.

What was the scope of their involvement?

They assisted with branding and digital media. They put together a proof of concept, in the front and backend. They created content for social media, our WordPress site, and anything that required a logo or new branding.

What is the team composition?

I interacted with six people, but Scott (Managing Director) was my main point of contact.

How did you come to work with Illustrate Digital?

I worked with them at a previous startup, who did their own background research when they sought to hire a website developer in the South of Wales. As an accredited WordPress developer, they felt comfortable with them.

How much have you invested with them?

Probably about £20,000 (approximately $25,000 USD) at the moment, although we’re looking at another round of work that would be £60,000 (approximately $75,000 USD).

What is the status of this engagement?

We worked together beginning in January 2019, and the relationship is ongoing.

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

While we don’t have any hard performance metrics that can directly tell us the quality of their work, we’re very happy with their work so far. Everything we’ve done to date has been extremely successful, surpassing all expectations.

How did Illustrate Digital perform from a project management standpoint?

I have experience being a customer of theirs so my experience was atypical, but my experience was great. They have some pretty good project management.

What did you find most impressive about them?

I’ve worked with numerous similar companies in the past. Scott stands out. They’re very responsive and flexible. They go the extra yard to make things right while maintaining a strong personal relationship.

Are there any areas they could improve?

There’s nothing obvious that I can say here.

Do you have any advice for potential customers?

I advise you to reach out to them because they’re very approachable. They’re not going to try to swindle you — they’ll give you an honest assessment before anything happens.

Please describe your company and your position there.

I'm the Digital Marketing Executive at a specialist law firm.

For what projects/services did your company hire Illustrate Digital, and what were your goals?

We hired Illustrate Digital to undertake the continuing development and support of our website.

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

We were recommended to use Illustrate by our digital marketing agency at the time.

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

Illustrate have been instrumental in keeping our website user-friendly and accessible. Their knowledge of WordPress was vital to understanding the foundation the site had been built on and the route forward regarding future development.

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

Currently we work with two account managers and a project manager.

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

We've received consistently good feedback regarding our UX, and a substantial part of that success is down to Illustrate's hard work.

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

They utilise various different tools to ensure that projects are being managed efficiently.

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

I'm just a big fan of their approachability - initially we worked with their CEO, Scott, and his positive attitude informs everything about the way they work.

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

N/A

Please describe your company and your position there.

I am the Operations Director for the Pure Property Finance which acts as an intermediary on behalf of our clients who require assistance in sourcing, structuring and obtaining various types of property finance.

For what projects/services did your company hire Illustrate Digital, and what were your goals?

We hired Illustrate to develop a quotation tool that searches the market for the most competitively priced mortgage product for our client, giving the client an indicative quote of the overall cost of each product helping the client decide on the most suitable option.

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

We chose to work with Illustrate due to the quality of their previous work both for ourselves, and our awareness of the high quality of some of the other projects we've seen them deliver for third parties.

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

We spent time with Illustrate fully documenting the scope of this project early on. They also provided us with a clear view of the customer journey from the outset to ensure we were in agreement on what steps were required.

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

At least 5 people, including the Operations Director, UX/UI Designers, Senior Software Engineers and a Project Manager.

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

We are incredibly pleased with the outcome of our project, it has significantly improved our engagement with our clients and our competitive advantage when tendering for new business contracts.

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

Illustrate kept us involved at each major stage of development, asking for regular user testing, quality assurance, and user experience feedback to ensure the final product was high quality and met the requirements of various stakeholders.

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

The leadership and project management of this project have been of really high quality. The team has gone above and beyond in terms of the scope of their work, to the point of helping us manage 3rd party contractors when bottlenecks in their area threatened the delivery date of this project.

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

We've been very happy with this project.