What evidence can you share that demonstrates the impact of the engagement?
We use a management tool called Net Promoter Score (NPS) to gauge how customers are responding to our offering. Because we’re a product-driven company, the quality of our app’s UX corresponds to that number, which has been continuously rising since we started working with Kroon Studio. Right now, our NPS is about 50, whereas three years ago, it was in the low-to-mid 30s. This increase is a result of the design enhancements that Kroon Studio has made to our product.
In addition to seeing this score go up, we’ve also received indirect positive feedback through social media. Many users have shared that the app is easy to use.
How did Kroon Studio perform from a project management standpoint?
They’re organized and committed to keeping their work under budget. Every time the project has been at risk of becoming too costly, they’ve been quick to reach out and explain the situation. Their team is also excellent at understanding and delivering our requirements. In terms of communication and project management tools, we use Slack, ClickUp, and Trello.
What did you find most impressive about them?
Kroon Studio is a core part of our team. They’re invested in our mission, and our people feel that they’re more than just an outsourced arm of our company. That’s the beauty of working with an agency like Kroon Studio. They’ve put in the effort to connect beyond project tasks.
Are there any areas they could improve?
Right now, I can’t think of anything. We believe in rapid feedback, and everything we’ve addressed with them, they’ve improved upon immediately.
Do you have any advice for potential customers?
Take the time during the discovery phase to explain your internal organizational structure. In our case, we have a strong UX leader and engineering leader in-house. If you don’t have that, be open with Kroon Studio so that they can adapt and deliver what you need in terms of design leadership.