Intechnic

BACKGROUND

Introduce your business and what you do there.

I am a UX manager for a large healthcare company. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

We were redesigning a portal and wanted to ensure that we were providing a great UX/UI experience. We hired Intechnic to help us conduct UX research and VOC, design the UX creatives, perform user testing, and ultimately develop our designs. 

SOLUTION

What was the scope of their involvement?

Intechnic started with an audit of our screens because we have many flows and products that share the same portal. They conducted interviews with our patients because we have two portals; one is for our patients, and the other is for our healthcare providers. Intechnic also interviewed internal users who influence what goes into the portal. 

After this research, they developed mock-ups for improved flows that would provide the same functionality because we needed everything to end up in the same place. We gave them a general theme to start with, and they took it from there. They created step-by-step flows and then got feedback from real users and began making tweaks. 

From there, Intechnic started building our designs and came up with thousands of pages of different iterations. Intechnic was responsible for laying out the components on the screens and the flow. 

One of the more complex pieces of the project was the enrollment process because it had many different variations, but Intechnic was able to put together a product that had a consistent look and feel for all the brands. The flows all work differently and have various steps, but they flow seamlessly. Intechnic solely used Figma for the design. 

What is the team composition?

We worked with the CEO, a project manager, a research lead, two UX design leads, and at least two offshore designers. 

How did you come to work with Intechnic?

I had worked with Intechnic previously on a few projects and was very happy with the work they provided. I recommended Intechnic to my new team because they had been so successful previously. 

How much have you invested with them?

We spent around $1.5 million with Intechnic. 

What is the status of this engagement?

We worked together between January 2021–November 2022. 

RESULTS & FEEDBACK

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

The designs they came up with were intuitive, user-friendly, and great from a visual perspective. When we go to launch new products, it's very easy to find existing brands that are similar and more or less copy the logos. We’re now able to launch new products with very minimal effort. 

Our usability score for our patient portal was initially 67, which went up to 86 after Intechnic finished their work; this was from a sample size of 30 people across multiple brands. Our provider portal went from 81.5 to 89, and our Net Promoter Score (NPS) score went from 40 to 63. 

We’ve had good external feedback, and many demos are being set up because people want to try out our product. We’ve also been told that our portal is better than one of our competitors, which was a huge compliment. People who were also unwilling to use the portal before have been willing to try it out. 

How did Intechnic perform from a project management standpoint?

Any time there were delays, they were not on Intechnic’s end. We had to make a few changes that they responded to. They were good about getting everything to us on time and were flexible with the things we threw their way. As a whole, they did an excellent job. 

Vitaliy (Sr UX/UI Project Manager) was great and kept track of so many things that were happening. The project management was organized, even though there were thousands of screens. Intechnic kept a very large and complicated project manageable with their work. 

We used ClickUp for approvals and project management and Smartsheet to keep track of the screens. We communicated via Zoom 2–3 times a week. 

What did you find most impressive about them?

They did a great job breaking down each part of the UX, providing alternative solutions, and benchmarking it with the industry. They also used analytics to prove a point, so we always had real data helping us make decisions, not just opinions. 

Intechnic is the only true UX agency we’ve found; because of that, we know they care about the UX portion of the project. Where other companies are willing to skip over the UX, Intechnic focuses on it. They were passionate and always tried to provide us with a great experience. The team was also keen to hear other ideas and honestly assessed the ideas in front of them. 

Are there any areas they could improve?

They could have asked more questions about our industry's regulations because we had to go back later in the process and rework some of the designs. We needed regulations included in some of the designs, and there wasn’t room for that in some of the original drafts. 

Do you have any advice for potential customers?

Intechnic does very well when they have all the requirements and start creating. Ensure they have everything they need and an understanding of everything upfront to be successful. This might require some brainstorming sessions or collaborating on wireframes at the beginning of the engagement, but it will help in the end. 

If you know your requirements and can clearly communicate them, Intechnic will be very successful. 

BACKGROUND

Introduce your business and what you do there.

I’m a product owner at Ryerson Holding Corporation, a metal solutions company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

We needed help with enhancing and marking our software’s screen designs pop.

SOLUTION

What was the scope of their involvement?

Intechnic did UI/UX design for us using Figma as the main tool. They did a lot of work on user personas to let us know how the users would interact with particular functionalities. 

In addition, they gave us best practices and advice on color designs and other things that would attract the eye. Intechnic’s team recommended not to use too much color to avoid what they call the ‘’Skittles Effect’’. Thanks to that, we have a specific color scheme across all our pages and applications. Overall, they gave us feedback on our ideas based on their knowledge and user research.

What is the team composition?

We worked with a senior project manager, a UX strategist and researcher from their team, and their chief experience officer.

How did you come to work with Intechnic?

They were already working on website development with another department in our company, so they referred them to us when we faced screen design challenges.

How much money have you invested in this partnership?

We spent $25,000–$50,000 with them on this project.

What is the status of this engagement?

We worked together from May–October 2022.

RESULTS & FEEDBACK

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

They helped us unify our designs across our platforms, enabling us to use templates in the future to keep a consistent image for our company. In addition, the testers we used for the platform liked the UI/UX of the app.

How did Intechnic perform from a project management standpoint?

They stayed on budget and overcame our communication challenges. Regarding tools, we used ClickUp, Smartsheet, and email to ensure constant communication — they were timely, responsive, and always available for us.

What did you find most impressive about them?

Their screen-designing skills were crisp, clean, and understandable. Moreover, their deliverables were easily transferable, which was one of their strongest attributes.

Are there any areas they could improve?

In the beginning, we didn’t have a lot of communication due to their designers being off-site. That caused a bit of a lag in the process, but that improved throughout the process.

Do you have any advice for potential customers?

Ensure that you have open lines of communication, which is key and vital for this kind of partner. Additionally, sick to the deadlines you agree upon.

BACKGROUND

Please describe your company and your position there.

Product Director for a pharmaceutical company. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Intechnic?

We hired Intechnic to design a seamless patient signup form that would allow them the choice of signing up for multiple programs all in one form. Currently patient programs are sprinkled across a few sites, making it difficult to locate and time consuming to fill.

SOLUTION

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

A reference from another business unit within our organization that recently used Intechnic and had a great experience.

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

Project began with understanding the issues we face today. This then began strategies on how to design a form that is flexible enough to 'universally' apply across any of our brands. Design feedback was taken for 2-3 months between us and Intechnic, and then design work and iterations were made based on our medical compliance feedback.

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

2-3 main resources including Andrew (CEO) Emma (UX Strategist) and Vitaly (Project Manager)

RESULTS & FEEDBACK

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

We are at a point of finalization of Intechnic's design for a specific brand, which took several iterations to accommodate the privacy and legal needs while keeping the patient UX top of mind.

How effective was the workflow between your team and theirs?

Emma has done a great job ensuring that all feedback was being incorporated and brought up any risks along the way that helped keep the project on task.

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

I'm impressed with their wealth of knowledge based on UX results they've collected to validate any hypothesis we or they make.

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

Given they worked with my company in the past, foreseeing some issues that eventually came to the surface may be an area to work through. Some significant roadblocks we faced were time and cost-consuming, and one that UX developers familiar with the company could have raised earlier.

BACKGROUND

Introduce your business and what you do there.

I am the director of marketing at AvePoint. We are a SaaS management company focused on data protection in a multitude of different industries globally.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

Our overall goal is to do a website redesign, but we needed someone to do a review of our website to start. We knew that this would be a big task and a huge investment on our end, and we needed someone to help us make sure we were heading in the right direction. We were looking for guidance and justification for confirmation of our own internal instincts. 

We hired Intechnic to perform a UI/UX investment review and to come up with a blueprint that mapped out what direction we should go in for our website redesign.

SOLUTION

What was the scope of their involvement?

On day one, they gave us a plan and had a whole guide for how the project would take place and what their expectations were. So far, they’ve completed a blueprint for us in order to organize actionable things that we can do. They’ve also created a timeline for us to reach our goal in a reasonable timeframe.

Intechnic is helping us figure out where we should start, and how to best organize our website. They’re doing this by pointing out a large majority of the positives and negatives on the website that we currently have, and breaking those down in a very digestible way for us to understand. These findings are being placed in a blueprint design to submit additional suggestions for us. 

They are showing us where our hurdles are going to be, starting at the root and foundations of the website. Our website serves as a storefront for our company, and they are teaching us how to use it in a more fluid and impactful manner. 

They are confirming ideas that we initially came up with, which are putting us on a path to better execute and improve our website’s UI/UX. Intechnic is helping us to match the creative piece with the journey and feel that we want to bring our customers. 

What is the team composition?

There are two main people that we work with, but there is also a team of about three people who work behind the scenes to present the deeper key findings from user interviews. 

How did you come to work with Intechnic?

I wasn’t involved in finding Intechnic, but I believe that we found them through a Google search. 

How much have you invested with them?

We’ve invested between $75,000–$80,000 so far. 

What is the status of this engagement?

We began working together in March 2022, and it is ongoing.

RESULTS & FEEDBACK

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

They’ve delivered the blueprint to us, but we haven’t gotten to the point where we’ve started on website design. So far with the recommendations they’ve given us, we’re confident that we will be able to measure success in the future. 

How did Intechnic perform from a project management standpoint?

They are so professional in everything that they’re doing, and the project management is no exception. We wouldn’t be moving forward with them if they weren’t providing us with top-notch project management. Everything is completed in an organized and methodical way that allows us to professionally communicate all the information back to our investors. 

We typically communicate with them through Microsoft Teams, Zoom, email, or phone calls. 

What did you find most impressive about them?

They’re very open, communicative, and always offer up solutions along the way if we’re stuck. They’re extremely patient with our team, especially in the beginning phases when there were a lot of different people coming in and out of the project. They’ve been top-notch in everything. 

They also haven’t oversold themselves. Even during the interview process, it never felt like a sales pitch to us. They’ve proven to be knowledgeable and actionable in what they’re doing, and they care about the project. 

They are so flexible and willing to accommodate things, no matter what we throw at them. It always feels like we’re getting good quality work.  

Are there any areas they could improve?

I don’t know that they could be doing anything more for us.

Do you have any advice for potential customers?

I highly recommend them. If you have a website redesign or need an evaluation and you’re not sure where you need to start, you should use Intechnic. There is no project that is too large or too small for them, and they treat you with respect no matter what you’re working on.

BACKGROUND

Introduce your business and what you do there.

I am the director of a digital experience platform. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

We originally built an e-commerce platform on a tight timeline and small budget, and we didn’t have much help from any UI or UX development teams. We had pages on our platform that we felt weren’t very user-friendly, but didn’t have a core competency around UI, so no one was able to fix those pages. 

We needed the site to be easier for our customers to navigate, so we hired Intechnic to redesign the platform and help with the UI and UX development of specific pages on our platform.

SOLUTION

What was the scope of their involvement?

The first few months of our partnership involved a lot of research. Intechnic started by using some of our information surrounding our customers. We knew specifically the market we were targeting, so we directed Intechnic to those people to ask questions about what they needed from the platform. 

They also did an audit of our site to determine what was most upsetting to customers and where we needed to turn our attention. We came in with one idea of what we wanted to focus on, and Intechnic took us in a different direction and opened our eyes to the idea that there was more that we needed to consider in trying to determine a starting point. 

The last two months were focused on the design process, and Intechnic used Figma to show us their designs.

What is the team composition?

We worked with one of the founders who had a lot of thoughts and opinions on the direction we should go in. We also worked with John (Customer Success Manager) who was the main person guiding us to what was next and who we needed to talk to. We also had a design team that was led by one individual. 

How did you come to work with Intechnic?

One of the members of my team is a former marketing manager for one of our business units, and when he joined we were in the process of realizing that we needed to do some redesigning of our e-commerce platform. He recommended a few places we could work with, and Intechnic was one of those places. 

We went through a process of making phone calls and asking questions to determine what we thought the best fit was for us. Some of the other companies that we talked to didn’t seem to have much flexibility in their process, which we felt we needed because we were catering to a specific market. 

One of the things that we liked about Intechnic was that they seemed like they were willing to be flexible in their process and to adapt to what we needed. We ultimately decided to go with Intechnic because they seemed like they were the best fit. 

How much have you invested with them?

We invested more than $50,000 with Intechnic. 

What is the status of this engagement?

We worked with Intechnic between January–July 2022. 

RESULTS & FEEDBACK

Describe the impact this engagement has had on your business. 

At this point, we have not been able to implement their designs onto our platform. We had a small development team who was brand new, so we weren’t prepared to implement the design suggestions that they brought to us.  

It’s taken more work to get those designs onto our platform because we had a gap between the design and development when we worked with Intechnic. We are still in the process of scheduling our own development team to apply the designs that Intechnic came up with. 

Some of that was our fault because we weren’t ready to receive those designs and move them onto the site, but we were initially under the impression that they would bring the ability to not only design these changes, but implement them onto our website as well. 

How was the project management handled? 

When we started with Intechnic, we were under the impression that we were investing with them to work on something specific, and throughout the process, we were coached away from that goal. 

The project changed because their in-depth research led us down a different path, but ultimately we did not finish what we set out to do. We ran out of time, and still don’t have the design we originally asked for. We could have been more firm about what we wanted to do, but we did try to communicate what we needed from them, and it didn’t feel like our voice was being heard.  

John was always a great resource to reach out to for help and to get us on the phone with the right people. We didn’t have any issues with the personal side of the project management, but it was a struggle to figure out the toolset that they were using. 

We felt like they were behind in showing us the work. It took a lot of emailing back and forth for them to put a timeline and a schedule together for us. Once we received the schedule, it was a helpful tool for us to understand where we were in the process and when we should have been expecting to see certain things or where we needed to get our developers involved. 

They were also very focused on the designs, and didn’t always consider the developers and what they needed to do. There was some debate between Intechnic and our developers about what made the most sense regarding our specific platform.

Is there anything that the vendor did well or that you would consider a strength? 

We do believe that there was some value in the partnership with Intechnic. Their design was great, and we were impressed with the design skill that they brought to the table. 

We really loved the designs they put forward and the process they presented to determine the needs of our customers. They used that research to drive a lot of the design process and determine what needed to be on our platform. It was eye-opening and showed us things we didn’t know or recognize about customers.

In what specific areas can they improve? 

There were some things from a customer perspective that definitely could have been improved. 

There could have been better work in terms of scheduling and transparency about the direction we were headed in. As a customer, we met a lot of our goals, but we didn’t meet all of them.

We didn’t always have great visibility into the process and when we could expect things to be finished. It would have been helpful to get a schedule early on in the process because it would have indicated that we were not on track to get what we originally asked for. We assumed that Intechnic would make those plans happen, but without visibility and knowing the overall schedule, we couldn’t see that those things weren’t on the schedule. 

We didn’t learn about Figma until much later in the process, and we felt like that could have been a helpful tool because of the disorganization that occurred when they first tried to show us the designs. Instead of phone calls back and forth, we believe that if we had used Figma, the process would have been smoother for signing off on things. 

One of the reasons we initially chose Inctechnic was because they were flexible about figuring things out, even if it broke away from the design process they normally followed. We talked about this at the beginning of the process, but that flexibility was never implemented once we started working with them, and it would have been very helpful. 

It also didn’t feel like there was much of a bridge between design and development. It would have been nice to have someone who could blend those two sides to make sure that what was being designed fit our platform. It felt like the design didn’t always have the developer in mind, and that made things difficult.

Despite their research, we needed them to complete what we set out to do, which did not happen. At the end of the day, our company feels like we didn’t get what we were after. 

Do you have any advice for potential customers?

Know what your goals are, and try to set the engagement towards those goals directly. Set an expectation for things that have to get done no matter what. Respect the design process, but know what you need and insist on that being the first priority. 

BACKGROUND

Introduce your business and what you do there. 

I’m part of the digital marketing team at a machinery company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

We wanted a UX audit of our sites to check and see if we needed to redesign them. We were hoping to identify pain points and find out if our sites were easy to navigate.  We also wanted to see where we stood amongst our competitors and understand how other people in our industry felt about our sites.

SOLUTION

What was the scope of their involvement?

Intechnic went through all of our websites, reviewing thousands of products on various pages. Now that they’ve completed the audit, we’ve asked them to help us come up with a plan to fix issues on several pages. After we implement short-term updates, we’re planning to have them help us create a long-term redesign solution.

How did you come to work with Intechnic?

A former employee of my company chose them.

How much have you invested with them?

We’ve spent somewhere between $25,000–$50,000.

What is the status of this engagement?

The project started in August 2018 and is ongoing.

RESULTS & FEEDBACK

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

Intechnic did a very thorough job of reviewing our web pages. Also, their final presentation of their findings was amazing. It was detailed, easy to follow, and included a sizable amount of useful data.

How did Intechnic perform from a project management standpoint?

Although my experience working with Intechnic was limited, it seemed like their facilitation of the audit was smooth. I haven’t heard any of my colleagues complain about missed deadlines or anything of that nature.

What did you find most impressive about them?

I have nothing else to add.

Are there any areas they could improve?

None that I have seen.

Do you have any advice for potential customers?

I do not.

BACKGROUND

Introduce your business and what you do there.

I'm the digital strategist for a mammogram provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

We wanted to more effectively convey our message on our website as our business grew. We engaged Intechnic to help design and develop a new website, since our previous site wasn't scalable.

SOLUTION

What was the scope of their involvement?

Intechnic performed a UX audit to analyze our online schedule and other features of our site. They're in the process of redesigning and developing the site from scratch, incorporating features that made it easier for us to partner with hospitals and communicate more information to site visitors.

What is the team composition?

We work with about five people on their team, including the CEO, VP of development, and a project manager.

How did you come to work with Intechnic?

We found them on Clutch and felt they would be a trustworthy company to work with based on their previous reviews. After a few calls with other vendors, they also stood out because they asked questions and wanted to know more about our business compared to others. They believed in our messaging and understood what we were trying to accomplish. I also liked that they were reasonably priced, very research-driven, and wanting to solve issues for our patients as they thought of ways to redesign the site.

How much have you invested with them?

We've invested a little over $110,000 thus far.

What is the status of this engagement?

We've been working with them since around June 2018.

RESULTS & FEEDBACK

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

We don't have any results to report yet, since we're just moving into the design phase. However, we're very happy with their well-researched approach thus far.

How did Intechnic perform from a project management standpoint?

They're very timely, responsive, and take ownership in their work. They're also extremely talented, detail-oriented, and dedicated to the research-driven portion of their work. They don't take shortcuts; it's refreshing to work with a group of people who are relentless in their quest to gather lots of data to make suggestions based on how users interact with our website.

What did you find most impressive about them?

They take the time to survey users and perform tests to ensure we're problem-solving rather than making assumptions of what our users need. Andrew in particular is also very well spoken, intelligent, and involved.

Are there any areas they could improve?

I can't think of anything.

Do you have any advice for potential customers?

Be specific and detailed in project specifications from the beginning. We didn't fully understand the complexity of our project, so our scope ended up expanding quite a bit.

BACKGROUND

Introduce your business and what you do there.

I work in marketing for a medical device company. We take products from ideation through development, manufacturing and sale.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

Our website required a major redesign to bring it into the present day. We needed an outsourced partner to collaborate with our own team of content developers and designers, to lead the project from a frontend and development perspective.

SOLUTION

What was the scope of their involvement?

Like any company in the medical industry, we’re heavily regulated. Therefore, we needed a custom CMS to facilitate versioning and traceability. Intechnic led a one-week workshop on site with our in-house team to rapidly iterate the content and design we had already built out. This process helped us to bridge the gap between what we envisioned and how it could be implemented.

They delivered the platform in a custom CMS, ensured that the site was responsive on all devices, and supported our team through launch and beyond. They also contributed their expertise in UI/UX design to ensure an optimized final product.

What is the team composition?

We primarily worked with an account manager, who was also an expert in UX/UI, and a project manager. We also interacted with a lead developer who liaised with a team of developers.

How did you come to work with Intechnic?

I found them by downloading one of their white papers. We considered other companies, but chose Intechnic because of their willingness to build a relationship, collaborate and provide excellent customer service. Their personal touch and ability to articulate viable solutions put them ahead of other candidates.

What is the status of this engagement?

They started working with us in January 2018 and we launched the platform in May of the same year.

RESULTS & FEEDBACK

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

Since launch, we have seen improved metrics. Intechnic is currently running a detailed UX/UI analysis as well. The redesign has also received much positive feedback both internally and from our customers.

How did Intechnic perform from a project management standpoint?

They’re organized, responsive, and flexible. We never had any concerns that they weren’t able to address in a solution-oriented way. We used Trello and Smartsheets to collaborate, as well as video conference as needed.

What did you find most impressive about them?

They’re a full-service team that’s made up of experienced designers, developers, and even marketers. I can’t emphasize their level of customer service enough. It’s stellar. The final product was delivered smoothly, without any significant hiccups, and minor bugs – which are to be expected – were troubleshooted and addressed promptly. They aren’t just another vendor to us. There’s a mutual trust between our two companies.

Do you have any advice for potential customers?

Collaboration is a huge strength of Intechnic’s: do not hesitate to work with them in articulating your needs, hearing their recommendations, and mutually deciding on a way forward.

BACKGROUND

Introduce your business and what you do there.

I’m an associate publisher at a nonprofit health organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intechnic?

We needed someone to design and develop our platform while being conscious of donor dollars. We’re a large nonprofit organization that serves about 30 million people, so we needed a fully-functional and state of the art system built with somewhat constrained resources.

SOLUTION

What was the scope of their involvement?

They’re designing and developing a publishing and advertising platform for us. Starting out from the discovery phase, they’ve been instrumental. We didn’t know exactly what we wanted built when we went to them—we’d done a competitive analysis and some internal requirement gathering—but we gave them a rough outline of the types of features we wanted.

This is just the MVP they’re making—we’re looking to take an iterative approach with ongoing optimization that will also involve Intechnic. They came with highly-touted UX expertise, so we worked with them on that and let them help us develop how the site would look and operate. They also offered both marketing and SEO services, but we have an in-house marketing and communication division, so we decided to pass on those services.

What is the team composition?

We had four points of contact, though the sales manager moved off the project. The remaining three people are an account manager, a developer, and Andrew, the CEO and founder

How did you come to work with Intechnic?

They came to us through an RFP process, along with a few other companies. Before their presentation, they set up an hour-and-a-half phone call with us to gain a solid understanding of what we were looking for, what our constraints were, and what our actual budget was. While other companies presented their solution based solely on information from the RFP and maybe a few questions they’d asked over email, Intechnic gave us a fully-formed idea that very much aligned with what we were looking for. They also expressed serious interest in developing a feature that, although we’d included it in the RFP, we didn’t expect to roll out until Phase 2.

How much have you invested with them?

We’ve spent around $161,000 so far.

What is the status of this engagement?

We’ve been working together since May 2017.

RESULTS & FEEDBACK

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

Because we were migrating from a platform associated with our original, home URL to a new URL, we understood that there was going to be some trouble with traffic coming out of the gate. That being said, we’ve been pretty impressed with what we’ve been able to capture there.

The qualitative feedback we’ve gotten has been overwhelmingly positive. We’ve been running an aggressive user survey, and across the board—about 98%—have been very positive. Internally, in terms of what constituents think, the feeling is that the site is finally moving us into the 21st century. It represents our move into new and different channels and increasing focus on digital products. Our board of directors—who I presented it too just before it went live—we’re very impressed.

How did Intechnic perform from a project management standpoint?

We use Smartsheet to manage everything and we’ve been communicating by email. While there haven’t been any problems—aside from a few expected hiccups, common in a project this size, most everything has been communicated—we do think that it’s something that could be improved.

What did you find most impressive about them?

A lot of times, in associations like ours where you have a lot of medical professionals, many things are opinion-based. They’ve done a good job of saying what best practices are and why, and, if we’re going to make a certain decision, let’s make sure that we’re using a data-driven approach.

Overall, they’re a small, nimble team. They’ve been very customer focused and responsive. Andrew, the CEO, has provided such good input on the UX side. We think that that’s really valuable and something that we didn’t really see from other vendors.

Are there any areas they could improve?

The only issue we’ve had is the project management tracking and communication tools. As we went through the RFP, there were some other companies that had a bit more robust project management tools that would have been helpful since we have people on staff that aren’t part of the digital project management world. The tools they currently have are just too clunky and they haven’t been as engaged in that aspect. But, overall, we’ve been very impressed and happy with the project

Any advice for potential customers?

There was one thing in the contract phase that was a bit vague, about what was covered in the warranty and ongoing support, and what we would be billed for. That was in the beginning though, so I would just make sure that you get all that defined. But, again, that would happen with any vendor. They do a good job of shepherding the process.