ImageX

BACKGROUND

Please describe your company and position.

I am the Head of Digital Initiatives of Queen's University Library

Describe what your company does in a single sentence.

Queen's University Library is an academic library that serves students, faculty, researchers, and community users, providing extensive library collections, expert services, and welcoming spaces to facilitate excellence in teaching, learning, and research.  

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Build an entirely new website on current Drupal platform
• Define strategy and user-focused information architecture based on solid UX and content strategy best practices
• Provide attractive and effective design aligned with institutional branding
• Development/implementation of the site on university-supported Drupal platform
• Provide training for local content development and ongoing management

SOLUTION

How did you find ImageX?

Clutch Site

Why did you select ImageX over others?

• High ratings
• Good value for cost
• Company values aligned
• Thorough proposals that demonstrated depth and breadth of expertise and excellence of deliverables

How many teammates from ImageX were assigned to this project?

12-15

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

ImageX worked with us to develop an entirely new, current, user-focused and attractive Drupal website for our academic library, replacing our old EOL Drupal site. This encompassed three phases: Strategy, Design, and Development/Implementation.  A core requirement was to conduct user consultations (UX) within the broad audience that we serve, as well as address internal staff needs. We also had a goal of extensive internal engagement with representative library staff that required significant investment of time and education to encourage participation in the new website. Building on the UX, ImageX advised on strategy, information architecture, SEO and web best practices. ImageX designed an attractive, usable site, aligned with the requirements of our university central branding. The development team then implemented the design and multiple integrations with other web apps and systems, and worked with our university IT team to complete the implementation on our local IT-supported Drupal platform (WebPublish Advanced). The new website launched on August 13, 2024 and we have continued with some necessary adjustments, and have moved into an ongoing service agreement.

RESULTS & FEEDBACK

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

Website has been public since August 13/24

We can see high volume of use, and users do not need much assistance which indicates usability.

We have heard favourable comments from library users.

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

We had a dedicated project manager throughout, and regular meetings to discuss progress. They set up a Basecamp site that was very effective for our project management and communications.

They usually delivered on time, or were clear when more time was needed and why, and so were we. We felt that we had clear and honest communication so that we could adjust expectations when necessary. When we had questions, ImageX was responsive. There were times that we needed to change scope, and ImageX was flexible to apply and adjust resources to help us meet our needs.

Their development team worked hard to integrate development with our local ITS-supported platform requirements and the integrations that we needed. 

What was your primary form of communication with ImageX?

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

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

I found the breadth and depth of expertise and talent to be very impressive, throughout the stages and as the various ImageX staff members stepped in and out depending on the work needed. In addition to their expertise, they were all so personable and a pleasure to work with. We became a team together, and I always enjoyed working with them. They were flexible to adjust to an atypical approach of extensive staff engagement and skills-building as we moved through the project, and were able to make resources available to us that helped us, including through times of significant change. We felt that they cared about our success as team members. They brought us the expertise that we needed to complete what was for us a very complex project.

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

I can't think of anything. When we had a question or a potential problem, we talked to them and they addressed it.

BACKGROUND

Please describe your company and position.

I am the Administrative Officer of Centre for Education in Mathematics and Computing

Describe what your company does in a single sentence.

The Centre for Education in Mathematics and Computing (CEMC) at the University of Waterloo is the largest outreach organization of its kind in Canada and our mission is to increase interest, enjoyment, confidence, and ability in mathematics and computer science among learners and educators in Canada and internationally. We do this through a commitment to our core values: future readiness, access, community and impact. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Rebuilding CEMC website with a content management system
• Reflect CEMC current branding
• Make the website more accessible and responsive

SOLUTION

How did you find ImageX?

• Online Search
• Referral

Why did you select ImageX over others?

• Great culture fit
• Referred to me

How many teammates from ImageX were assigned to this project?

6-10 Employees

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

CEMC has selected ImageX to provide resourcing to help:

• To redesign cemc.uwaterloo.ca so it better reflects who CEMC is today and their current brand, and supports the mission of CEMC by acting as a key resource and strategic communication channel.
• To make content management easier by moving to Drupal.
• To create a valuable, usable, and delightful digital experience that engages users.

RESULTS & FEEDBACK

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

• Design and proof of concept
• implementation plan
• testing environment
• live website

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

• Excellent
• organized
• responsive
• proactive: for example, the website go-live date had to change and brought forward for business needs, and they were able to adjust and meet the new deadline

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

The project team was impressive. When a team member was away, there was always a backup, so no gaps were felt. Also, the team was located worldwide, but we could always find times to meet during our business hours, and they promptly responded to our needs. 

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

No. ImageX was excellent to work with.

BACKGROUND

Introduce your business and what you do there.

I'm the senior marketing and communications manager at the YMCA of the East Bay, a nonprofit organization based in Berkeley, California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We previously were two different YMCA associations that merged into one. As part of that process, we had to combine both of our websites into a single website and put it on Drupal's Open Y platform. Using Open Y is a nationalized initiative that many YMCA associations are also doing with their websites because it makes them easier to manage since it's an open-source platform.

Moving our joint website to Open Y would be advantageous for us, so we needed to work with a team of developers to do that. That's why we hired ImageX.

SOLUTION

What was the scope of their involvement?

ImageX has been in charge of the whole process of developing a new website in the Open Y platform. We've worked closely with them to design the site, and they've also helped us with its content, analytics, and SEO. Moreover, the team handles our Google Ads.

What is the team composition?

When we first started with the website work, we had 3–4 teammates from ImageX assigned. They came to visit us and do a kick-off meeting. That team included a UX designer, an account manager, and a software developer. Since then, we've only interacted with our account manager.

How did you come to work with ImageX?

ImageX had a lot of good reviews from other YMCAs, as they were very well-informed and part of the Open Y initiative; that was what brought us together.

How much have you invested with them?

We've spent an average of $25,000 per year. However, their rates have changed over the years.

What is the status of this engagement?

We first started working together around March 2018, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to ImageX, we have a new website and still have an online presence, which is great. Our Google Ads are also good, and our SEO rankings have improved. Moreover, our overall UX has improved quite a bit, which has been very positive.

How did ImageX perform from a project management standpoint?

ImageX's project management is very strong. We have standing weekly meetings, and we're also in touch via email. We use Basecamp for project management and Google Meet for our meetings.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Initially, we had a very good relationship with Travis (Portfolio Director, Commercial) — he was excellent. We currently work with Olha (Service Account Manager), who is fantastic. We previously had another account manager who was fantastic as well, but I believe he no longer works for ImageX.

What did you find most impressive about them?

ImageX's responsiveness and high level of service are impressive. Anytime we've had an urgent situation with our website, we've been able to get in touch with them, and they've responded almost immediately. Their team has even helped us out at odd hours and weekends, so it feels like they're incredibly responsive and reliable.

Are there any areas they could improve?

I can't think of anything ImageX could improve on. In web development projects, it's common that some things take a little longer than expected, and updating one thing might cause bugs in other areas. There's always something happening, but that's part of this industry. Still, ImageX is doing as good of a job as they can.

Do you have any advice for future clients of theirs?

I can only encourage you to work with them. They've been an excellent partner for us.

BACKGROUND

Introduce your business and what you do there.

I'm the web manager at St. Michaels University School in Victoria, British Columbia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We engaged with ImageX for web design and development services. We required web maintenance, migration, updates, and support with strategy. We wanted to keep the quality and technical side of our website current. We also wanted to enhance what we do on our website because we need to update regularly, and the way we provide content to users is important.

SOLUTION

What was the scope of their involvement?

ImageX has migrated nine internal websites to a different hosting platform, and we've expanded our scope to other departments within our school. We used to host our website, and ImageX migrated it to a different hosting provider. We're currently working on building landing pages, which is something we haven't done before.

What is the team composition?

We've worked with three teammates from ImageX, including Anna (Service Account Manager), a couple of developers, a lead designer, and a strategist. 

How did you come to work with ImageX?

We rebuilt our website 3–4 years ago and created an RFP. We contacted various service providers and narrowed it down to a shortlist of which ImageX was part. At the time, my team decided to go with a different company, which was great, but changed its business model. We moved away from them and contacted ImageX to support our web maintenance, upgrades, and additional content features.
How much have you invested with them?

We have a monthly agreement of $2,000 CAD (approximately $1,500 USD), but we spend more on additional projects and time we request from the team. We've spent around $25,000 CAD (approximately $18,000 USD) in our entire engagement.

What is the status of this engagement?

We've been working with ImageX since June 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

ImageX's work has reduced the time I used to spend on web updates and resolving issues. The team has taken a big workload off my plate. The hosting company suggested by ImageX has been fantastic and better than our previous provider. Thanks to the team's support, we have fewer issues on our website, and I have fewer worries. ImageX's expertise in landing page creation has been great. 

ImageX has been fantastic and migrated our website without disrupting our services. The entire team is amazing and does a great job. We have a good relationship with ImageX, who has a nice balance of honoring what we want and not pushing their ideas on us too much. The team offers great expertise and are good listeners. I love working with ImageX.

How did ImageX perform from a project management standpoint?

ImageX is a good communicator and stays within the project's timelines and budget. We've experienced a bottleneck once, but we're quite flexible with our schedule. The team does their best to deliver the project on time and generally always does that. We use Basecamp for project management and communication.
Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to highlight Anna's work. She's a joy to work with and very friendly. She works efficiently and feels like part of our team. 

What did you find most impressive about them?

ImageX works efficiently, and I've never felt they're wasting time in a meeting. The team advances at a speed that works for us, and we feel our money is well spent. ImageX doesn't try to upsell us on anything and is very respectful. If something is misunderstood, ImageX asks questions and ensures they understand our instructions clearly before proceeding with the project. The team has a good relationship with us.

Are there any areas they could improve?

I can't think of any faults of ImageX. 

Do you have any advice for future clients of theirs?

I suggest trusting ImageX completely. The team has done a fantastic job on our project. They try to understand the client's needs and cater to them as best as they can within the suggested budget.

BACKGROUND

Please describe your company and position.

I am the Director of Web Development of YMCA of Greater San Antonio

Describe what your company does in a single sentence.

To put Judeo-Christian principles into practice through programs that build healthy spirit, mind, and body for all.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Addition of the Membership Calculator
• Update our website to a newer theme
• Update Drupal to 9.5-10

SOLUTION

How did you find ImageX?

Referral

Why did you select ImageX over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned
• Wonderful first impression

How many teammates from ImageX 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 

1. Update 5yr+ outdated Drupal YMCA Theme - Rose to a new, more modern Drupal YMCA Theme - Carnation. This involved all webpages on our site being upgraded to the new theme and updated CSS. Key Deliverables: 
   1. Fresh new look 
   2. CSS that allows for better assessability and readability best practices 
2. Revamp main and branch homepages to include proven content components of an engaging non-profit homepage 
   1. Displays numbers related to impact as well as a curated list of impact stories. 
   2. News and blog articles 
   3. Call to Action Content (CTAs) 
   4. Promote awareness of other lesser-known Y programming - ex: Mental Health Resources. We are more than just a Swim & Gym Key Deliverables: 
      1. Video Hero Banner- This was a wonderful addition as it provides eye-catching subject matter 
      2. News Article scrolling component. This allows the user to scroll through teasers of various news articles and then choose to read more about an article if they wish. 
3. Membership Pages 
   1. Add member imagery 
   2. We offer 13 membership options for each Y location - restructure package information so users are not overwhelmed by the long list 
   3. Add recent member testimonials - Give a reason to buy in. Key Deliverable: 
      1. Membership Calculator- Instead of how we had it previously- where the user was bombarded with 16 different membership options for each Y location. The addition of the membership calculator allows for a much more simplified process, by guiding the user to first pick a membership package that best fits their needs, then ask for the Y locations nearest them- once that is selected the user is shown the price information for that package for that selected location. 
4. Program Pages 
   1. Sub -Category listings that engage and easily direct a user where to go. Key Deliverable: 
      1. Category Listing Drupal Paragraph type re-configured to allow for big eye-catching imagery.

RESULTS & FEEDBACK

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

The project deliverables are still in the infancy stages, as we just launched 18 days ago, so the data is still being accumulated for analysis. However, at this moment, it appears that the new modern theme and simplified navigation are resulting in a more streamlined, user-friendly experience. This hypothesis is supported by 8-10 scores on our HotJar NPS, resulting in 63% and up considerably from the previous month's 47%. 

In addition, with the new membership calculator, we are seeing more Family and Senior Membership packages being sold; before, we would primarily just see Teen and Young Adult Packages being purchased. To me, this indicates the Membership Calculator's step-by-step approach is making the online join process more user-friendly.

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

The project management from the ImageX Team, especially Purnima, was absolutely exceptional! During the past couple of years, Purnima has worked with us on several projects- the most recent one being a complex theme upgrade. During all projects, she demonstrated her vast project management skills by clearly defining the scope of each project and the steps it would take for a successful integration/deployment. 

Purnima initiated clear communication through Basecamp, ensuring all stakeholders were informed and aligned throughout the process. She also adeptly identified any potential risk that may occur and assisted us in mitigation, all of which greatly supported us in keeping the project on track and within budget. Purnima's impeccable attention to detail and overall support were truly invaluable to our success. 

She would always go above and beyond to make sure I was comfortable and would alleviate my anxiety over any technical issue. She is a tremendous asset, and I consider myself fortunate to have had the pleasure of working with her.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

ImageX is a company that stands out for its holistic blend of creativity, technical expertise, and client-focused approach. What makes ImageX both impressive and unique is their commitment to crafting innovative digital experiences that truly resonate with their clients' goals, especially in the Non-Profit world. 

By combining cutting-edge technology with a deep understanding of design principles, ImageX creates Drupal websites and digital solutions that are visually pleasing, highly functional, and user-friendly. Their dedicated professionals bring a wealth of experience and a passion for excellence to every project, ensuring that each client receives a tailored solution that exceeds expectations. 

Throughout my client tenure with Image X, I've collaborated with a range of project managers, including Kylie, Richard, Purnima, and currently Monika, consistently experiencing excellent customer service regardless of the individual at the helm. The ImageX Team truly embodies their value of succeeding together, coupled with a track record of delivering results, all of which sets them apart as a leader in the digital agency landscape. ImageX is not just a vendor to us; they are an extension of our YMCA family!

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

While I understand no company is perfect, during my experience with ImageX, I can honestly say I can not think of an area that needs improvement. If I am being nit-picky, sometimes coordinating projects with team members in different time zones can get a bit tricky!

BACKGROUND

Please describe your company and position.

I am the President of Vital Media Network

Describe what your company does in a single sentence.

We operate websites covering niche sports.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Ongoing operations of our sites
• Build fantasy sports game

SOLUTION

How did you find ImageX?

• Online Search
• Clutch Site

Why did you select ImageX over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from ImageX were assigned to this project?

6-10 Employees

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

Two things occurring at the same time:

1. Ongoing maintenance and operations for our sites. This includes routine updates, bug fixes, ongoing improvements, etc.
2. Development of a fantasy sports game from scratch. Conceptually, it was a collaboration between our staff and ImageX, with ImageX handling all the execution/development.

RESULTS & FEEDBACK

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

We comfortably met the deadline for the season-opening event for our fantasy game. After that, player sign-ups and their general satisfaction exceed our expectations.

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

The fantasy game was completed on time for our season-opening event. Functionality and overall performance has been excellent. We have video chats at least once a week, plus Slack and email on an ongoing basis. For the fantasy game, the ImageX team learned about the intricacies of the sports we cover, shared feedback about fantasy leagues they played in, and much more. We didn't just give them a specs doc to build from. They were an essential part of the conceptual development of the game.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

The ImageX team is extremely responsive, proactive, reliable, and detail-oriented. Our sites are large, fairly complex, and nearly 20 years old, but ImageX knows virtually everything about them. There is a lot of consistency within the team, so we're not frequently starting over with new people. They are also all very nice people.

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

No

BACKGROUND

Please describe your company and position.

I am the Director of Marketing and Communications of Ashland University

Describe what your company does in a single sentence.

Ashland University is a private higher education institution.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ImageX to accomplish?

• Design a new university website that would provide a visually-engaging, mobile-friendly, user-centered experience primarily for prospective students
• Improve site functionality, including search

SOLUTION

How did you find ImageX?

Referral

Why did you select ImageX over others?

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

What was the size of ImageX’s team?

6-10 Employees

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

This project was a total redesign of Ashland University's primary website. It included discovery, content strategy, design concepts, style guide, development, user research and testing, integration with external applications, quality assurance testing and ambient video development and production.

RESULTS & FEEDBACK

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

• The site was consolidated from thousands of pages to approximately 600 pages. Comparing Dec. 13 - Jan. 10 from the previous year to the same timeframe after site launch:
  • Organic search traffic - up 230%
  • Referral traffic - up 282%
  • Average engagement time per session - up 8%
  • Number of engaged sessions per user - up 16%

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

ImageX had excellent project management. They provided weekly status updates; most items were completed on time and they highlighted any deliverables that were in jeopardy.

What was your primary form of communication with ImageX?

• Virtual Meeting
• Email or Messaging App

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

Everyone at ImageX was warm, friendly and accommodating. They were a delight to work with and were truly an extension of our in-house team. We valued their website and Drupal expertise and they were an ideal partner that helped us manage our website redesign project successfully.

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

I can't think of any areas for improvement. They did a great job and we had fun too!

BACKGROUND

Please describe your company and your position there.

Canada’s leading property and casualty insurance technology association: bringing brokers, insurers and software providers together.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

Our website was in need of redesign, with improved UX, security capabilities and interactivity. We looked to ImageX to modernize our website and produce a product that is capable of development through an agile approach.

SOLUTION

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

After an extensive RFI and RFP approach, we selected ImageX based on their experience, competitive pricing model and ability to deliver on our organizational needs.

Describe the project in detail and walk through the stages of the project.

After an in-depth discovery, well-defined design phase, agile development, extensive UAT, refinement of content we had a successful launch.

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

In total, we worked with seven ImageX team members, their positions included project managers, developers, digital strategists and designers.

RESULTS & FEEDBACK

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

Our website is a visually-engaging, mobile-friendly, user-centered experience that engages both current and prospective members. The site is a welcoming, universally accessible experience that complies with accessibility standards, and overall reflects the inclusive culture of CSIO.

We can easily track analytics and KPIs and have implemented a content strategy that engages with key audiences and increases engagement and user satisfaction.

How effective was the workflow between your team and theirs?

The team was accessible and responsive during the project.

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

We carried out this project virtually and the ImageX team was able to deliver despite our organizations not being able to collaborate in person.

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

The outset of any project of this magnitude can present unique challenges for both parties. There was an adjustment period for ImageX and CSIO at the very beginning, that said ImageX learned our brand and requirements very quickly to ensure the project plan was successfully executed.

BACKGROUND

Please describe your company and your position there.

The Tampa Metropolitan Area YMCA is a nonprofit organization. I am currently the VP of Marketing.

OPPORTUNITY / CHALLENGE

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

Image X helped us with the transition to Open Y. Image X continues to provide us with monthly service around our website.

SOLUTION

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

We met with a number of vendors but they were the best suited for us to move to the Open Y platform.

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

The scope of work included moving the Tampa YMCA website to the Open Y website platform. It was a multi-month process with many meetings and key deliverables along the way.

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

There was a project lead and possibly 10 other account people and developers.

RESULTS & FEEDBACK

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

We have a very functional website and have doubled our online sales.

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

It was a very comprehensive plan and we enjoy having continued bi-weekly calls with the Image X team.

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

The team is very attentive to our needs and we appreciate knowing they are there if something goes wrong.

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

They are very helpful. There were times when we had numerous account execs but we have now had the same person and are very happy with her. We believe we have been working with Purnima for 2 years. One area of improvement for the developers would be to help us implement activity finder.