What evidence can you share that demonstrates the impact of the engagement?
After we launched the digital solution, 330,000 households within the Region of Peel had three months to select which carts they required for garbage, recycling, and composting. By the end of those three months, 80% of households had completed the selection process; of those, 92% made their choices online. This translates to 220,000 online transactions, versus 18,000 done over the phone, which was quite an astonishing outcome for us.
How did Interpix Design Inc. perform from a project management standpoint?
They were easy to work with from a project management perspective. Interpix Design Inc. met deliverables and worked within the scope. If things changed on our side and we needed to rescope to meet certain deadlines, they were very flexible. We communicated frequently, whether that was meeting up to talk or exchanging emails multiple times throughout the day.
Interpix Design Inc. also met very aggressive timelines. They never did anything to disrupt the timeline in terms of delivering the project; if anything, my team caused delays because it sometimes took longer for us to get approval or book meetings.
What did you find most impressive about them?
Their biggest strength is their ability to see the bigger picture. I’ve worked with other UX companies that focus too narrowly on the scope. For instance, for a service you need to digitalize, other companies would only look at the service, whereas Interpix Design Inc. took a more strategic approach.
Their early discovery phase was very helpful to us. They considered how the service we wanted to bring online might link to other initiatives, as well as possible gaps in the marketplace or confusion amongst citizens. The team looked at broader questions, which they didn’t see as problems, but rather opportunities to reposition things. They approached the discovery phase as a way to conceptualize the solution.
Their early, very strategic understanding of the business environment and the customer leads not only to improvements in a specific service, but often has a bigger impact on the business, which was hugely valuable for us.
Are there any areas they could improve?
After each phase or deliverable, it could be helpful for them to do a project debrief to discuss with their client what they might do differently, what they learned, or what they might apply to the next phase of the project. We did this intuitively, but making it a formal check-in would be beneficial.
Any advice for potential customers?
Have regular check-ins with Murray as the lead of the firm to ensure there’s always alignment. Make sure you have the most senior person on your project; it’s often the case with firms, not just Interpix Design Inc., that once you negotiate and confirm the project, the more junior staff manages it.