IT-DEPENDS SRL

BACKGROUND

Please describe your company and position.

I am the Design Manager of SalesMessage, Inc

Describe what your company does in a single sentence.

Business texting and calling platform for teams

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire IT-DEPENDS SRL to accomplish?

• Map the whole sign-up-to-paying journey as it really is today, so product, marketing, sales, onboarding, compliance and customer success share one documented picture instead of six partial ones.
• Find where new customers get stuck before they send their first real message, with compliance as the main suspect, and rank what to fix first.

SOLUTION

How did you find IT-DEPENDS SRL?

Community

Why did you select IT-DEPENDS SRL over others?

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

How many teammates from IT-DEPENDS SRL were assigned to this project?

1 Employee

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

We hired Sasha as a UX/UI designer to take our user experience research to the next level. In the first several months, he helped me build and incorporate user research best practices into the design workflow, and ran a dozen user interviews to help kick off design work on a new feature. His findings helped us refine the requirements and design an interface people loved. 

Another major piece of work Sasha did was a detailed customer journey map for our entire trial period, from sign-up to passing compliance and converting into paying customers. His work highlighted many problems and gaps across multiple product flows. Sasha structured the findings in a fantastic way. Now multiple teams- product, design, engineering, sales, marketing, and customer experience - started collaborating to fix the problems and close the gaps. 

I need to highlight Sasha's strong Figma and AI skills, which let him move fast and produce pixel-perfect designs and documentation for the design and engineering teams. 

RESULTS & FEEDBACK

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

The first complete sign-up and onboarding journey in 3 years, built with 6 teams across 9 workshops and checked against recorded customer calls.

4 issues picked up by the teams: outdated consent examples moved into the next sprint, a checklist some customers never saw, messages sent after cancelling, and unused sign-up answers turned into tickets.

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

Mostly delivered on time. The parts that took longer than we planned were clearly described and explained, so we had no questions. They proactively responded to our needs, suggested best-in-class solutions, and adapted to a fast-paced environment.

What was your primary form of communication with IT-DEPENDS SRL?

• Virtual Meeting
• Email or Messaging App

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

Attention to detail, the ability to dig deeper into problems, and a willingness to do the work others prefer to skip. All of that within reasonable timeframes, with high-quality results.

Are there any areas for improvement or something IT-DEPENDS SRL could have done differently?

It took them time to onboard onto the project. I'd prefer this to happen a bit faster. But since the project is a huge SaaS B2B, I understand the struggle. Our newly hired full-time employees struggle in the same manner.