ImageX

BACKGROUND

Introduce your business and what you do there.

I’m the director of systems technology at Nacha. We are a nonprofit organization that manages the ACH Network.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

Like any type of organization, we manage various technologies, and in my work, I manage a lot of web apps that are catered to customers. With that, we have various websites including SharePoint, Drupal, and other custom applications.

SOLUTION

What was the scope of their involvement?

Initially, I just wanted to try them out, so they provided IT and web-related support for Drupal. I asked them to manage 5–6 Drupal websites, which involved updating modules and implementing functions. 

Once they proved that they were reliable and could complete the tasks, the scope of their work grew. We now have a general contract agreement, and they developed a microsite for us. On top of web and app development, they also provide workflow and productivity software support.

What is the team composition?

I work primarily with Ian (Service Account Manager) and Alex (Technology Director). Depending on the project, the team will also occasionally bring on up to two designers.

How did you come to work with ImageX?

I met their founders at DrupalCon Seattle in April 2020. I initially engaged them for basic support, and the scope grew from there.

How much have you invested with them?

In our first year together, we spent $18,000. This year, we’re up to about $45,000.

What is the status of this engagement?

We began working with them in June 2019, and our engagement is ongoing. We have an annual contract agreement.

RESULTS & FEEDBACK

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

In terms of maintenance and support, ImageX has been able to support us well. This project had a couple of project owners, and they were all satisfied with their interactions with the team. 

How did ImageX perform from a project management standpoint?

They did very well. They were initially using Basecamp, and I asked them to work using our Jira board, and they did. In terms of communication and adjusting to our needs, they did very well. ImageX is very responsive.

What did you find most impressive about them?

ImageX has very talented teammates with diverse skill sets. Alex is amazing. I threw a lot of challenges at them in terms of technologies, and they were able to resolve them efficiently and cost-effectively, which was very helpful during this time.

In addition to web development, when I was looking for assistance in Jira and creating workflows, ImageX had staff for that.

Are there any areas they could improve?

They could work on centralizing information, as well as managing hours. They're slowly improving, and we’re using DocuSign now for all of our revisions and contracts.

Do you have any advice for potential customers?

Hire them. They’re a great, cost-effective firm.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing director at the YMCA of Metropolitan Los Angeles. We run a lot of community service programs and have 26 branches and 70,000 members.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We have a Drupal-based platform that we share with all other YMCA branches in the US, but our website was a major pain point. Among several challenges, we couldn’t pull a lot of data from our previous site because we had limited data tracking. We needed to rebuild the site to make it easier to navigate.

SOLUTION

What was the scope of their involvement?

They completely rebuilt the site from top to bottom. Starting with a complete evaluation of our site, they went through the site page by page and analyzed the UX.  From there, they outlined what our challenges were and established new goals. Now they’re building a new virtual platform.

What is the team composition?

I interfaced with about five people, including our project manager a designer, a UX designer, a few backend programmers, and the CEO. I’m sure there were more people working on the backend as well.

How did you come to work with ImageX?

We worked with them in the past and they helped maintain our site. They also have a partnership with the Y of the USA and several other branches have worked with them.

Although our organization has several partners, we chose ImageX because they have a solid experience with Drupal. They’ve worked with a number of different companies who were similar in size to us and their projects were similar in scope. I interviewed several of their former clients and got overwhelmingly positive feedback.

How much have you invested with them?

We’ve spent less than $100,000.

What is the status of this engagement?

We started this project in February 2020 and continue to work with them.

RESULTS & FEEDBACK

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

The average time spent on our site is up over 20%. On top of that, we wouldn’t have been able to create the new virtual platform if we had not upgraded the site first.

How did ImageX perform from a project management standpoint?

From a client service perspective, they were terrific. They kept the project on schedule, and if we fell behind, it was easy to have a conversation with them about why. I was able to ask questions, and if the person I was talking to didn’t know the answer, they got back to us quickly.

We had very honest and forthright conversations with them, which I really appreciated. We were able to lean on them to come up with new solutions for us.

They used Basecamp as their project management tool. We exchanged emails, but everything we sent was recorded in Basecamp.  We also had weekly phone calls.

When we first started the project, they planned to come to LA for a week so we could meet in person. That would have been incredibly helpful as we ramped up.  We weren’t able to meet up because of COVID-19, which probably made things more difficult. However, they were able to work through it and everything turned out well.

What did you find most impressive about them?

They communicated very well so nothing surprised us. ImageX was great for us and I would recommend them wholeheartedly.

Are there any areas they could improve?

Everything went well.

Do you have any advice for potential customers?

Make sure you do your research so you find the right partner for you. Take the time to interview different companies. While I think ImageX would work well under any circumstances, you need to make sure that they meet your needs.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO for a nonprofit organization supporting the tech sector in Canada, focusing on HR needs in the tech industry. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We were doing some diversity and inclusion work, hoping to provide resources for the tech sector. We had the opportunity to build an online resource hub and needed a company to develop the site for us.

SOLUTION

What was the scope of their involvement?

They handled web development and design work for us. The solution functions as a resource library, so we needed a clean, attractive site that could host hundreds of resources. They built the resource to be searchable and scalable as we continued to get more content. The site was created in Drupal 8. We have an ongoing service contract with them now.  

What is the team composition?

There was a project manager, lead designer, lead developer, and digital strategist.  

How did you come to work with ImageX?

I found them through an online search. It was a bit of a leap of faith to select them, but they had great online reviews. They were local, and I was impressed with their portfolio. 

How much have you invested with them?

The development cost just shy of $100,000. 

What is the status of this engagement?

They started the development work in January 2020, and the project was completed in July 2020. 

RESULTS & FEEDBACK

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

They delivered a high-quality website that had the functionality we were looking for. We appreciated that they completed the work on time and according to budget as well. Our team didn’t have a great idea of what we were looking for, but they helped us prioritize a positive UX.  

How did ImageX perform from a project management standpoint?

They used Basecamp for communication and project management. 

What did you find most impressive about them?

They were on top of the schedule and milestones. Additionally, the professional look and feel of their final product couldn’t have been better. Their design work is stand-out. 

Are there any areas they could improve?

They were a pleasure to work with, so I don’t have anything for them to improve upon.  

Do you have any advice for potential customers?

Budget time for meetings and communication on your end. They’ll do their best work when you can provide them with as much information and guidance as possible.  

BACKGROUND

Introduce your business and what you do there.

I’m the VP of marketing and communications at the YMCA of Southwestern Ontario. We provide a number of different services to a number of different communities across southwestern Ontario.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

We needed a partner to design and develop a brand new website.

SOLUTION

What was the scope of their involvement?

ImageX essentially helped us design as well as develop the backend integration of the website with our CRM database. They managed the frontend design and provided some content support. 

What is the team composition?

I worked with around 10 people, including Brant () Kylie (), and Gordon (). There were a couple of other individuals who helped us with the design as well. 

How did you come to work with ImageX?

We put the project out to tender to a number of different web developers and designers across Canada. We had an RFP process, and ImageX was the one that we unanimously decided upon. 

How much have you invested with them?

We totaled around $170,000 CAD (approximately $130,000 USD) for the website, and our ongoing monthly service agreement in the neighborhood of about $10,000 CAD (approximately $7,600 USD).

What is the status of this engagement?

We’ve been working together since August 2019. The website is complete and working well, and we now have an ongoing service agreement with them.

RESULTS & FEEDBACK

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

We’re really happy with the level of service ImageX provides.

How did ImageX perform from a project management standpoint?

We communicate digitally through Basecamp and Slack, and we also stay in touch with video calls and email. We’ve never seen any major delays, and we’re very happy with the project management aspect.

What did you find most impressive about them?

They’re just very personable. ImageX really understood and embraced our culture, and they delivered exactly what they promised. They continue to provide us with exceptional customer service. 

Are there any areas they could improve?

There’s nothing that comes to mind.

Do you have any advice for potential customers?

I would recommend working with ImageX. They’re a good partner.

BACKGROUND

Please describe your company and your position there.

Argon designs and manufactures rugged computers, displays, and peripherals using COTS items. I am a project manager for Argon as well a inside sales support.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

Argon hired ImageX for a website overhaul. Our website was outdated and needed a total refresh.

What were your goals for this project?

The goal was to have a new website that would allow our customers to interact with us on a basic level (submitting inquires and RFQ's via the website) as well as find all basic info needed about our products, previous programs, and company history.

SOLUTION

How did you select ImageX?

One of my colleagues found ImageX (I believe) online while researching for companies that could perform a website overhaul.

Describe the project in detail.

The project was an entire redesign of the Argon Website.

What was the team composition?

We first worked with a sales person who then passed us off to a Project Manager that stayed with us for the entire development/deployment phase. Once the website was deployed, we where passed off to an after sales/customer service support.

Our experience with the ImageX team given to us was seamless and very enjoyable.

RESULTS & FEEDBACK

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

Our experience with ImageX was very good. The team was very responsive, everyone was very kind and knowledgable in there area, and the overall energy of the Argon team and ImageX team working together was very good and pleasant.

I would recommend ImageX for web development service to anyone.

How effective was the workflow between your team and theirs?

the work flow was very good. Both teams worked very well together.

What did you find most impressive about this company?

The level of knowledge about web development was very impressive. It seemed like every request we had was met in a timely manner and with high quality.

Are there any areas for improvement?

Honestly, I do not feel there is need for improvement. I think for the level of project that Argon contracted ImageX for, they performed exactly as expected, if not better.

BACKGROUND

Please describe your company and your position there.

The Akron Area YMCA is 150 year old non-profit organization serving a 3-county area with programs for youth development, healthy living and social responsibility. I am the Director of Marketing and Communication and the LEAD for the Open Y project with ImageX.

OPPORTUNITY / CHALLENGE

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

Our website, built by a priority developer using their own structure, was sorely out of date and out of sync with the demands of our organization. We were intrigued with OpenY and sought to find a way to fit it into our budget to meet our needs and exceed the user experience. We sent RFPs to three recommended vendors and evaluated each over several phone calls and emails.

All vendors were outside of Ohio; two being out of the country -- our country. We were looking for people who not only were experts with Drupal and OpenY but who could also hold our hands, answer our questions and deal with our anxiety over jumping into a large project with little or no previous experience in web development and design.

SOLUTION

How did you select ImageX and what were the deciding factors?

I met Brent at the CMO Conference in Minneapolis after a few phone calls with him prior. He was honest, approachable, and willing to make adjustments to the budgeting needs set forth by my CFO.

I read the reviews of ImageX and checked with a few trusted counterparts who had used them in their Associations for the OpenY project. At first, I was a little skeptical of the raving fans -- until I became one myself.

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

The project began with an agreement in December 2019. From that point, we developed a project team at the Akron Area YMCA. A key-person representing top functions (Membership, Childcare, Camp, and IT) was chosen to be on the team, along with myself as the marketing creative.

We had weekly ZOOM calls at first, which were later moved to twice a month. Much of our development time happened during shutdowns of both our businesses during COVID-19. However, we never skipped a beat with the connections to the Vancouver team and our working from homes in Summit County, Ohio.

BaseCamp was immediately deployed to keep us on target. We also used Google Docs. We followed all the steps set forth by Travis, our knight in shining armor, who kept us on our toes. We completed the project on time and within the budget set forth in our agreement. Our beautiful OpenY site, with the Carnation theme, was seamlessly launched on August 5, 2020.

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

• A Sales Connection - Brent
• Project Manager - Travis
• Lead Developer - Trainer Mark
• Lead Developer - Aaron
• Maintenance Lisasion - Richard

RESULTS & FEEDBACK

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

We've only had the site for less than a month, but the feedback from our internal and external users has been terrific. Due to COVID-19, we, unfortunately, lost many members but are eager to welcome them back with new programs, easy registration, and a jam-packed array of contents that's meaningful and fun.

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

ImageX wrote the book on project management. Everyone on the team was extremely effective and efficient. They used all the tools (Basecamp, ZOOM, Google Docs) to keep us always focused. Their response time was lightning fast -- sometimes responding, it seems, before I even hit SEND on my end. I was beyond impressed and grateful.

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

I liked them. The prices that we gained from other vendors who responded to our RFP were in the same ballpark. But, I had an instant connection with ImageX. Not only were they personable, but they were also professional.

They were intuitive to our needs and understood our quirky behavior and adapted immediately. Because they are the experts in OpenY and Drupal, they can definitely do the job. But because they are truly nice, caring, and PATIENT -- we saw them as friends who we really looked forward to seeing. In fact, (some of us) got a little misty when it was time for the official hand-off.

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

If I had to do it all over again, I would have budgeted for some face time instead of all ZOOM calls. In the beginning, although we were comfortable with the team, I do think that we could have benefited from our Discovery phase being an actual sit-down. This was no reflection on ImageX -- just a nudge to someone who may be considering their use for a project.

BACKGROUND

Introduce your business and what you do there.

I’m a senior product manager at a full-stack payments company. We provide clients with payment gateway solutions. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX ?

We hired them to complete a new developer portal, where developers working on behalf of our merchants could learn how to integrate their technology with our solutions.

SOLUTION

What was the scope of their involvement?

The project was entirely Drupal web development. They helped us with the technical design and architecture of how the site was going to work.

What is the team composition?

We worked with eight people from their team.

How did you come to work with ImageX?

We found them through Google searches. ImageX is a Drupal expert, which is why we chose to work with them, since that’s the tech stack our site is built on. They also had worked with large, enterprise clients like ourselves.

What is the status of this engagement?

We started working together in October 2019, and our work is ongoing.

RESULTS & FEEDBACK

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

We’ve been very happy with ImageX right from the start. They immediately understood what we wanted to achieve. They treated us like any client and they’ve been really good from a technical design aspect to implementation. Something that was key was security, since that’s how we operate as a gateway. They understood that, and were able to deliver. We’ve had a great experience from start to finish.

How did ImageX perform from a project management standpoint?

They’re very good. They’re very transparent and shared everything with us. It made it easy to make changes to our plan. We had weekly status calls to keep track of everything. They really kept us in line with deliverables. We also had a Slack Channel where we could communicate easily with them.

What did you find most impressive about them?

Every sprint demo we had with them, they achieved more than I was expecting within reason. They always did well above what was expected. I was continually impressed with their delivery.

Are there any areas they could improve?

Around the end, there was a bit of confusion about what was in the scope about bug fixes and additional features. It would have been better if they’d made that a bit clearer at the beginning of the process.

Do you have any advice for potential customers?

It safe to put a lot of trust in them, so they can really own the product.

BACKGROUND

Introduce your business and what you do there.

We’re a business advisory firm that provides personalized financial solutions for the accounting departments of small to medium size businesses. I’m the marketing manager for the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

Since it had been over two decades since we updated our brand identity, we decided to undergo a rebrand. The timing felt right because we had just moved into a new office space and had experienced extensive growth in the last 3­–5 years.

We started that process in early 2019, where we had a new logo developed by a graphic artist in New York. We’d already put in a lot of thought into our brand positioning and wanted to align our digital experience with that new identity.

SOLUTION

What was the scope of their involvement?

They redesigned our 7-year-old website, which had become quite dated. Image X was tasked with creating a clean but bold and unique platform that could stand up to competitors. They utilized InVision to create mockups of every page. After confirming each design and layout with us, the team developed the actual site on Drupal 8.

What is the team composition?

We initially interfaced with a project manager, Sam (Project Manager, ImageX). We also had a dedicated SEO expert, Richard (Senior Digital Strategist, ImageX) and Matt (Director of Design, ImageX) was the creative director. In addition, there was a main designer and a business analyst from their team that worked with us.

How did you come to work with ImageX?

We interviewed a few digital agencies that had a Drupal-specific background. We went with Image X after numerous rounds of interviews, because we were impressed by their methodology, organization, and approach to projects.

How much have you invested with them?

We’ve spent over $75,000 with them.

What is the status of this engagement?

The project was kicked off in early August of 2019, and we have an ongoing relationship. The site launched in January 2020 but we have a maintenance agreement with them.

RESULTS & FEEDBACK

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

While it’s a little too early to provide quantitative results, we received an overwhelming amount of positive feedback, both internally and externally. The end product really blew us away; it’s much better than our competitors’ in terms of design and UX.

It’s modern, which is what we were going for. We were thrilled that they managed to capture all of the designated values that represent our business.

How did ImageX perform from a project management standpoint?

I wish all agencies operated the way that these guys do. They’re extremely organized, and their methodology and approach are simply phenomenal. Everything was done remotely, but they flawlessly leveraged project management tools like Basecamp. They maintained constant communication, which was essential to manage the hard deadline.

What did you find most impressive about them?

I would highlight their dedication and organization. They stuck to the game plan and delivered beyond our expectations. On top of that, we got the cream of the crop in terms of their design and development expertise.

Are there any areas they could improve?

They were very close to perfect. I don’t have anything negative to say about their entire process, because they know what they’re doing.

BACKGROUND

Please describe your company and your position there.

The Downtown Eastside Women's Centre (DEWC) is a nonprofit based in Vancouver's Downtown Eastside, operating a low-barrier drop-in centre and emergency shelter for vulnerable women. More than 600 women access our services daily, which include basic needs such as hot meals, clothing and toiletries, as well as support services like advocacy, housing outreach, and skills development. I am the Culture & Program Coordinator at DEWC, formerly the Fundraising & Communications Coordinator who oversaw donor engagement, marketing and communications.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ImageX?

ImageX approached us offering specific pro bono services as a way to contribute to our work in the community. We have since worked with them on improving our website, including improving communication design, SEO and searchability, visual design, and resolving many technical issues that hampered user experience.

What were your goals for this project?

Goals for the project have varied according to our priorities, and included technical fixes (ex. making a donation page mobile friendly, or updating redirects), improving user experience (ex. ensuring information and content are organized effectively and easy to access), as well as educating and equipping us to improve our online presence as a whole.

SOLUTION

How did you select this vendor?

ImageX approached us about working together and continues to donate a portion of hours to this ongoing project.

Describe the project and the services they provided in detail.

The project started with a conversation to connect with ImageX and explain our needs as an organization, especially limitations in addressing technical issues (whether it be funding, capacity, or otherwise), and goals or a "wishlist" we would like to see achieved. Since then, some of the objectives completed have included making our donation page mobile-friendly, reviewing and cleaning up plugins, fixing website redirects, and training on Google Analytics.

Objectives currently in progress include reviewing and later troubleshooting user journeys for:

1. contacting the appropriate people at the organization, thus minimizing irrelevant and duplicate communication
2. easily accessing information on making financial donations as well as in-kind donations, again streamlining communication to a more manageable level.

What was the team composition?

On our end, I was the main contact at the organization, communicating largely with 2-3 ImageX staff who would disseminate tasks to more specific team members. Now I have a secondary role in the project as I am no longer in the Fundraising & Communications position, supporting the new hire.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

Although we don’t yet have metrics to comparatively analyze the user experience of our website, tangible improvements have made it more fluid, accessible, and functional.

How was project management arranged and how effective was it?

Project management was conducted through Basecamp, with occasional Zoom calls or in-person visits. We find the project management piece extremely efficient as well as convenient, owing to Basecamp’s intuitive interface and its compatibility with Outlook, and ImageX being organized and attentive.

What did you find most impressive about this company?

We particularly appreciated the ease and accessibility with which ImageX conducted education and/or training, with project leads distilling and explaining technical language and concepts to a level we could understand. We appreciated the flexibility and adaptability demonstrated while working through various project objectives. This suited the hectic and fast-changing atmosphere and priorities of our organization.

Are there any areas for improvement?

None come to mind!

BACKGROUND

Introduce your business and what you do there.

I'm the digital marketing manager at YMCA Greater Houston, a branch of the worldwide youth development organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ImageX?

Our website was outdated and had inconvenient functionality, especially for searching programs. We brought in ImageX to modernize the platform.

SOLUTION

What was the scope of their involvement?

ImageX redesigned and -built our website from the ground up. They hand-coded the CSS and worked with us to develop the theme. They also made the site much more mobile-friendly—an essential feature given that 60%–65% of our users visit our site through a mobile platform. The updated navigation makes the site simpler to use—people can become members through phones now, which they couldn’t easily do before.

Our previous program search tool required users to open a separate website and access a famously troublesome search interface. ImageX integrated our program search into our primary website through a custom interface. Other YMCAs now have access to use this new search functionality and customize it as needed.

What is the team composition?

We worked with about 10 people, including a project manager and lead designer.

How did you come to work with ImageX?

We were coming out of a previous relationship with a developer that we were not happy with. We heard a lot of good things about ImageX from other YMCA branches. After checking out their website and talking with their team, we were sure ImageX was our top choice. We still sent out RFP to three other firms, but ImageX again blew us away with their response. We ended up going with them for this project.

How much have you invested with them?

We spent between $60,000–$65,000.

What is the status of this engagement?

We started working together in August 2018, and the new site launched in April 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?
The website has launched and received tons of compliments from members, colleagues, and even the CEO. Since April, we’ve seen our traffic grow by 5% while page views have decreased by 12%–15%. This is because we’ve reduced the number of clicks a user needs to take in order to get where they want to go. Our program sales have also increased by as much as 8% in some verticals. All around, the buyer’s journey has improved.

How did ImageX perform from a project management standpoint?

Samantha (Technical Project Manager, ImageX) was on top of everything. She had a very acute attention to detail. If we ever needed her, she would always pick up the phone. If we had an urgent matter, she would always get back to us quickly. She explained what we needed to the developers in terms that they best understood. As a result, we ran into very few issues throughout the project. Everything went seamlessly. 

What did you find most impressive about them?

Their integrity stands out to me the most. ImageX is very transparent. Compared to our previous vendor, it’s like night and day. 

Are there any areas they could improve?

I have no complaints about anyone that we worked with, to be honest. If there was anything, I really can’t think of it right now.

Any advice for potential customers?

When you work with any partner on a web project, you need to communicate what you want from the beginning. Be clear on what it is you want to accomplish with your Web site. However, you don’t have to be super specific with ImageX and worry they’ll miss the details. They can fill in the blanks and ask questions if they have any confusion.