Lush Concepts

Introduce your business and what you do there.

I’m a senior project coordinator at Responsible Gambling Council, a nonprofit organization that works to prevent problem gambling. We do research and programs for the problem gambling sector.

What challenge were you trying to address with Lush Concepts?

As part of my work, I oversee a network of touchscreen kiosks located in bingo halls and casinos all across Canada. We develop video games for these kiosks so that people can play and learn tips on how to keep their gambling habits safe.

What was the scope of their involvement?

Lush Concepts takes the concepts that I come up with and uses them to create video games. They develop the games from start to finish, so they’re also responsible for all animations and sounds. The team also takes care of any ongoing issues or glitches that come along with any computer programming. Overall, they take our concepts and turn them into reality. We then give them our approval.

Moreover, we have reports that get archived and logged. I have to access those reports and put together my own usage report, so they also create backend logs for me. 

What is the team composition?

I work very closely with Ryan (Founder). In the past, I also worked with Alejandro (Former Software Engineer), Jon (Former Web Developer), and a senior project manager.

How did you come to work with Lush Concepts?

I picked Lush Concepts because of their name. When I sent the RFP eight years ago, I Googled for vendors and saw their company’s name, which I thought was funny. At that time, they were a small company. However, they blew us out of the water with their work, and they’ve continued to be chosen for projects since then. 

How much have you invested with them?

We have a maximum budget of $50,000 each year, which is funded by the government. 

What is the status of this engagement?

We started working with them around September 2013, and we’ve been working with them every year since then. We usually start projects between September–October annually, and I have a deadline of having the games completed and installed to the kiosks every April. 

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

Once the games are installed on the kiosks, players can play them. At the end of e every month, I call these people to get feedback. I receive nothing but great comments every time the game switches. I also have an activity log where I can check how much time people are spending on each game, and the games are consistently being played — the usage time has gone up drastically. That shows that what Lush Concepts is doing on their end is working. 

Additionally, I usually RFP before a project starts. There’s a lot that goes into our selection process. The fact that Lush Concepts has been chosen consistently for the past years is a good sign that they do amazing work. 

They work well within timelines, and they’re efficient in getting our feedback. I can count on one hand how many times I’ve had to give them feedback and received something that needed to be adjusted again. 

How did Lush Concepts perform from a project management standpoint?

Lush Concepts’ project management style has been amazing. There’s never been a time where I have to wait long for answers. When I ask a question, it’s answered before the end of the day. If the day has already ended, my question would be answered before I even log in the next day. They’re efficient in getting back to us, and when they need to make changes, they can do it within a reasonable amount of time. 

Moreover, Ryan has great attention to intricate details, and he understands what a client wants. He’s never given us a wireframe that isn’t what we’re looking for. The Lush Concepts team listens to us, reads what we want, and delivers in the first set of wireframes.

There’ll be glitches and changes, but that’s only because the wireframes are a rough model. With Ryan, there’s never any disappointment. I’ve worked with him for over eight years now. We’ve built our friendship through the years, and he’s honestly phenomenal.

What did you find most impressive about them?

They’re good people. Some big companies' staff sometimes doesn't feel humble because they've accomplished projects. Meanwhile, Lush Concepts has done good work, but they’re still so humble. They’re down-to-earth and approachable. 

Even if I don’t know how to explain something, they’ll listen to me, and I won’t feel intimidated. They’ll explain to me what I need to understand. I’ve actually learned so much more about the tech world and the games I’m working on because of them. I would never have learned to do coding in a million years, but they’ve shown and taught me how to do that.

Are there any areas they could improve?

No, there aren’t any. I love them, and I have nothing bad to say about them.

Do you have any advice for potential customers?

I’d tell customers to give Lush Concepts a try because they’ll definitely not regret it. Lush Concepts might not be on the pedestal or the top 100 companies in the world, but the customers that work with them achieve productivity. That’s what happened to us — we chose a small company, and we’ve been using them for years. 

Introduce your business and what you do there.

I am a music director with ORGANIX Concerts. I’m a lifetime musician as well as a church and concert organist. I also produce organ concerts and international music festivals featuring the pipe organ. Additionally, I am a composer and choir director.

What challenge were you trying to address with Lush Concepts?

I was looking for help developing a website and brand identity. I needed to make sure organists and concert attendees worldwide could access accurate information on my website.

What was the scope of their involvement?

Lush Concepts provided web development and branding services. Originally, Ryan () was not involved in building the websites, we had another designer. However, that was not satisfactory, so he picked up where they left off, building the site from scratch.

Ryan also hosts three websites of mine, which he updates yearly and on an as-needed basis. These updates often feature concert programs submitted by concert artists. Their team is responsible for uploading content that I provide to our site. The site also includes musical content so people can listen to bits of previous concerts.

What is the team composition?

My main point of contact is Ryan. Other members of the team have come and gone over the years. I’ve really appreciated the continuity of working directly with Ryan for all these years. 

How did you come to work with Lush Concepts?

I met Ryan for coffee and felt that he had the right talent and personality for the job. I felt that we would work well together and decided to partner with Lush Concepts.

How much have you invested with them?

I have invested around $4,000 per year. 

What is the status of this engagement?

Our ongoing partnership began in June 2005.

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

The websites have been successful. I can see that a lot of people go to them. Classical music is a challenging industry, but they’ve helped direct people to our sites.

Ryan’s knowledge has been critical. Every year is easier and easier. He’s always quick to update the site, especially since artists often submit materials to us late.

How did Lush Concepts perform from a project management standpoint?

Lush Concepts outlines the technical end of the project and sets a clear timeframe and budget. It’s often rushed but Ryan sticks to those deadlines. He’s very methodical and detail-oriented.  

What did you find most impressive about them?

The professionalism exhibited by Lush Concepts stands out. Anytime I got frustrated, Ryan took the reigns and made everything right. I have no reason to look elsewhere, we have so much history together. Ryan has even attended some of my concerts. 

Are there any areas they could improve?

No, they do what I ask them to do. They often suggest other ways of doing things, but due to costs, I haven’t been able to take advantage of those options. 

Do you have any advice for potential customers?

Make sure to fully articulate your end-game so that there aren’t any uncertainties. That helps Ryan and his team something to work towards. Strive for clear communication.

Introduce your business and what you do there.

I’m the co-owner of Santa Mails a Letter. We provide custom letters that parents can purchase for their children during the holiday period.

What challenge were you trying to address with Lush Concepts?

We needed a company that understood our needs. They also needed to be located near us, and their team needed to be skilled in WordPress.

What was the scope of their involvement?

Lush Concepts came up with a format and workable frame for our WooCommerce platform. They were involved from the beginning, providing guidance throughout. As we went through the process together, their team provided valuable leadership and content management for us.

What is the team composition?

We worked with the president and their key web designer.

How did you come to work with Lush Concepts?

We sent an RFP out to a number of companies. From that, we found that Lush Concepts had a complete response. It was clear that they read through the RFP and knew what we wanted. They answered all of our questions better than any other company.

How much have you invested with them?

We spent around $14,000.

What is the status of this engagement?

I believe we contacted them in April 2020, and we finished the engagement in early July. It took three months.

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

In the end, we were exceptionally pleased with the end product. We thought the service was very good. Our questions were always answered immediately. The team also went above and beyond to assist with other problems that weren’t in the original RFP.

How did Lush Concepts perform from a project management standpoint?

We communicated through Zoom and email. In both methods of communication, we found that Lush Concept was prompt. They knew how to move the project forward.

The team met our deadlines. When we found an issue, they were able to pivot and provide very valuable insight.

What did you find most impressive about them?

My favorite part of working with Lush Concepts was their ability to understand us. They got us from day one. The team was able to take off with our concept and bring it to fruition.

Are there any areas they could improve?

No, there were no challenges. It was a collaborative effort. Between both teams, we were able to keep the project moving forward.

Do you have any advice for potential customers?

Lush Concepts would be my first choice. According to Santa, they would be on our nice list.

Please describe your company and your position there.

Our company product cutting edge water treatment products for residential and small commercial applications. I am responsible for the overarching tech development for our main product line.

For what projects/services did your company hire Lush Concepts?

Development of an intuitive but complex UI for monitoring and controlling our water treatment products. Firmware update via Wifi and data log downloads/sharing were also required in-app. Started with development for Android with plans to port it to iOS.

What were your goals for this project?

Our product is being sold through a dealer network who are used to traditional basic-interface water treatment equipment. The app had to be very user friendly while quite powerful in capability, allowing a less technical user to operate the unit easily but at the same time giving lots of control options for the power user. Updates had to be signaled to the user that they were available by-device and done by a single click, even though in the background it was a multi-step process. In order to develop good relationships with dealers, they would need to be quickly made comfortable with the interface: if not, they simply would quietly disappear. We needed this app to be functionally complete within 6 months.

How did you select this vendor?

We approached three vendors in our area to lay out our needs and receive proposals, which varied quite widely in vision. We landed on Lush because the vision they presented was very close to what we ideally wanted to implement and we immediately had a good rapport. Additionally, we were impressed with their previous work and style.

Describe the project in detail.

The app was developed as a hybrid web app for Android, but using Cordova so as to quickly reuse much of the development to build an iOS app when the time came. I provided a wireframe of how I envisioned the main visualization page and all else was provided by Lush, primarily by Ryan. Given that our company already had a visual style and logo, Lush created the app pages to match with that. Several splash screens were created as options when launching the app. Modern fly-in screens were added where appropriate and helpful tricks like lock-outs of selections were used and built in security when communicating with our units. Logfiles are viewed easily and can be downloaded with a touch of a button. Another Share button is used to send it through any app on the device. We ran into issues when using the app from mobile phones, due to a quirk of Android that insists in sending packets to the internet when connected to a hotspot with no internet access (our device). Derek was able to work around this and solve the problem.

What was the team composition?

We worked with Ryan on design items and with Derek on code/background functionality work. This remained stable throughout the project which made communication clear and we weren't constantly updating new members with reasons for why things were a certain way.

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

Over the course of the first few months of development, we discovered several communication issues between the rudimentary app and our device largely due to the limitations of microcontroller web server libraries. Lush worked closely with our electronics contractor to develop a non-standard communication protocol that would overcome this challenge. Despite this setback, the app was functionally complete by the 6-month timeframe and was rolled out to our first set of dealers. Feedback was very positive, though there were some UX items that needed clarification/improvement. Since that time we have incrementally improved the app interface, largely in response to feedback from customers. Additionally, our product has changed significantly which has required significant changes to the app. At this time, most new users become functionally competent with the app after a few uses.

How effective was the workflow between your team and theirs?

Project management was very good and clearly defined in terms of time and cost. Online tools such as Google Sheets were used for bug reporting and feature addition, as well as Skype for verbal updates. Derek and Ryan visited our facility when necessary, but this only occurred twice as off-site workflow with in-house testing was very effective. Both Ryan and Derek were very responsive and returned calls and emails within the day.

What did you find most impressive about this company?

Generally all of the holdups were on our end as new product features would be in development or other problems being resolved. Whenever a quick change to the app would help solve a problem in the field, Derek was always willing to drop what he was doing to help. This was very much appreciated! Ryan has a very good sense of aesthetics and usability that is absolutely key to developing a UX that the user actually wants to use. Derek's knowledge of web and app development is extensive and his dogged determination to overcome technical problems sets him apart from others who defer to what "can't work."

Are there any areas for improvement?

Most of the issues getting this development going were honestly on our end, as we had much to learn regarding what our own hardware was capable of in terms of web-style communication and data transfer. Lush, for their part, adapted quite quickly to the facts of working with slow and non-fully featured microcontrollers, so I have a hard time faulting them for that.

Please describe your company and your position there.

We engaged Lush when I worked for a software development company called ioFABRIC. The company develops ransomware recovery solutions for small to medium-sized businesses. My role there was a Marketing Manager, and I handled everything from web and graphic design to social media marketing and communications.

For what projects/services did your company hire Lush Concepts?

We hired a small agency to help us develop our initial website for company launch, but found we needed more regular support and development than they were able to deliver. As any marketer or business owner knows, your website is often in a state of flux, and as an early-stage startup, we were making some key pivots to messaging and brand that needed to be updated quickly and regularly. Lush came recommended by a fellow co-worker, and they were able to jump in immediately to help.

What were your goals for this project?

Our goals for our web development partner were: - timeliness of delivery - an eye to web design best practices (e.g. responsive) - fluent with the theme, integrations, and other plugins we were using on the site I also required that the web dev partner be responsive to our messages and available on call. As a smaller business, I didn't want to be considered a lower priority than larger clients the partner might have.

How did you select this vendor?

They were recommended to us and we began working with them immediately. Because we were in a tight spot, we were only seeking out trusted business partners, and Lush pulled through.

Describe the project and the services they provided in detail.

The company works with Lush on a project and also retainer basis so there are few specific projects to outline. Some of the various projects they've helped us with have been:

• homepage redesign (multiple times as the product has developed)
• UX design for our web app
• troubleshooting analytics issues
• hopping on support phone calls with hosting companies to solve uptime problems
• setting up automations, APIs, or webhooks between other apps/software with our website
• graphic design for web images and diagrams as well as print
• wordpress plugin maintenance and updates

What was the team composition?

Most of the time, I would work directly with Ryan, the head of Lush, to outline what we needed, and then would connect him with anyone on my team as needed from there. For the UX project, Lush worked largely with our product management team, meanwhile for web design they would work primarily with me.

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

The ongoing graphic design and web development has helped the company keep ahead of the competition's messaging and move prospects through the funnel faster.

How was project management arranged and how effective was it?

Lush is always easy to work with, which is a key reason the company's continued to engage with them for more than 4-5 years. They are highly responsive and manage their team well. Our projects were always smaller in scope so didn't require larger project management tools. Deadlines were never an issue.

What did you find most impressive about this company?

Why I chose and trusted them was because they are very down to earth and treat your projects like their own. They get really involved in the details and understand how and why you may want things to be a certain way.

Are there any areas for improvement?

No real areas for improvement; they are fast, they are responsive, they provide realistic estimates and timelines and are very open about their process. I love them!

Please describe your company and your position there.

I founded an online real estate directory that provides listings for potential clients.

For what projects/services did your company hire Lush Concepts?

We hired Lush Concepts to work on the project from start to finish and beyond. They provided a landscape analysis, wireframes, designs, development, and ongoing maintenance and support as it arises.

What were your goals for this project?

Since this was a new company/project we needed to keep costs within a specific range and have a project we could grow and expand as it started to generate revenue.

How did you select Lush Concepts?

The RFP we received from Lush Concepts was the strongest by a long shot. They were professional from the very beginning and it was clear they took the time to understand our needs. This was a big component in our decision.

Describe the project in detail.

Lush Concepts set out a timeline with a number of different milestones. They were clear to outline when they needed input from us which was very helpful. At first they provided us a detailed analysis of similar products in the market.

They showed where we could fit and how they planned on positioning the UX and design of our product. We had the opportunity to review design concepts, and after providing feedback we were taken through the development process. There were a few review stages where they showed progress and we provided comments.

Once everything was tested and approved they launched the site and monitored traffic and performance.

What was the team composition?

There were 3 people on our end responsible for reviewing and providing approval. There were 2 people from Lush Concepts we worked with on a regular basis. From my understanding there was a team of 2 developers working on the frontend and backend of the site and there was 1 designer.

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

The feedback was very positive from everyone we showed the site to. The sign-up process was quick and easy which helped bring on users.

How effective was the workflow between your team and theirs?

Communication was very easy. We had regular weekly phone meetings (sometimes more depending on the need). We did a lot of screen sharing and they would often send videos to review features which we found very useful.

What did you find most impressive about this company?

They understood our project right from the start. It is clear they are very technical and solutions focused. In the beginning they helped simplify features which ultimately helped in the overall user experience and created a better product.

Are there any areas for improvement?

Everything went very well and communication was always clear. Highly recommended.

Please describe your company and your position there.

The Association of Administrative Professionals (AAP) is a voluntary Canadian chartered non-profit organization administered by its members for its members. AAP provides opportunities for its members to learn, grow and thrive. Consisting of administrative professionals from a wide variety of roles and titles, AAP assists its members in the continuing development of administrative skills and professional growth resulting in increased employment opportunities and advancement in the workplace since 1951. I am the current National Director-President and represent AAP in all Association activities.

For what projects/services did your company hire Lush Concepts?

AAP hired Lush concepts for the design and redevelopment of our old website - we had embarked on a digital transformation with Lush to make our website more user friendly and current.

What were your goals for this project?

Increased user engagement, mobile adaptability and increased traffic. We hope to better engage our members in visiting our website and to showcase the work the Association does on an online platform.

How did you select this vendor?

We went through a full RFP process. Upon receipt of all proposals, we had 3 finalists who presented to the committee. The committee then did an evaluation process through ranking and the vendor was selected based on the results.

Describe the project in detail.

Development of new website Design and user-friendly concept Launch of online registration platform Continued online delivery and upgrade

What was the team composition?

2 People - Ryan + Project Manager

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

We have seen increased user engagement and traffic on our website. We have also received positive feedback from our members on the look and feel of the new site.

How effective was the workflow between your team and theirs?

Effective communication and scheduling. We were able to complete the project on time and on budget.

What did you find most impressive about this company?

We found Lush Concepts easy to work with. They are able to take our ideas and put them on a online platform that engages our end users.

Are there any areas for improvement?

We were satisfied with the work provided and look forward to future projects and enhancements on our website.

Please describe your company and your position there.

I am the Director, Digital Strategy for a mid-size agency working exclusively with non-profits and charities in Canada, the US, and internationally.

For what projects/services did your company hire Lush Concepts?

web design, web refresh, web maintenance

What were your goals for this project?

Increase donations and UX, update look and feel of site, ongoing maintenance

How did you select this vendor?

Word of mouth

Describe the project and the services they provided in detail.

designed, developed, configured and launched a variety of websites for various clients

What was the team composition?

one point-person who was always available and provided timely updates and assistance.

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

Increased revenue, improvement in ease-of-use for end users, easier for in-house teams to make updates and changes to sites

How was project management arranged and how effective was it?

provided critical path/flow chart and stayed on schedule. Provided constant updates and follow up

What did you find most impressive about this company?

Not only are Lush incredibly competent in their abilities, their customer service and level of engagement is incredible. They ensure they understand their clients' needs, and ensure the client understands what is needed from them. This allows projects to flow seamlessly and with ease.

Are there any areas for improvement?

Not that I can think of

Please describe your company and your position there.

We were a logistics company that transported high value goods (MRIs, CAT scan machines) across North America. I founded the company with two partners and managed projects and sales.

For what projects/services did your company hire Lush Concepts?

We didn't have an online presence so we worked with Lush Concepts to design and build a website for us.

What were your goals for this project?

We needed a simple and well designed website that loaded quickly and worked well on mobile devices since most of our clients are always on the road.

How did you select this vendor?

We put out an RFP and ultimately selected Lush Concepts out of a pool of 10+ other firms as they presented the most impressive portfolio of work and expertise based on our budget. They put together a very straight forward project process that my partners and I could easily understand

Describe the project and the services they provided in detail.

Working with their project team, we gathered up all the material we had on our company and their designers were able to use it to design and build out everything they needed. It was very easy for us which was great since we didn't want to dedicate too much of our own time to the project.

What was the team composition?

We had a single point of contact throughout the project. Throughout the process we spoke with a designer and a developer when the time came for presentations and for our feedback. I believe there may have been 2-4 people working on the project.

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

We were able to intake potential deals from our website which lead to new business. Overall the work Lush Concepts did for us helped streamline our sales and allowed us to focus more on the operations of our business.

How was project management arranged and how effective was it?

Project management was very straightforward. We mostly worked with a single point of contact and they would send links for us to review. We used a screen share program for presentations and would communicate via email to provide feedback.

What did you find most impressive about this company?

It was very easy to communicate our needs to the Lush Concepts team. They were able to make something out of almost nothing. At the time we were a pretty small company, but they were able to accommodate our budget and produce great results.

Are there any areas for improvement?

Overall we were very impressed with our experience working with Lush Concepts and would highly recommend them to anyone considering working with them.

Please describe your company and your position there.

I am the owner of Alpha Telecom Services Inc.

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

Lush Concepts manages our web site, for changes and additional pages.

How did you select Lush Concepts and what were the deciding factors?

It was a referral. Plus, they were local, in Canada. Plus I saw their work from other web sites.

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

To manage our web site.

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

Just one person we worked with.

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

They sent us a link to a test web site, to confirm all is fine before making the web pages live.

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

Excellent. Work was completed within one month.

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

They were able to work within our budget, which was impressive, and make changes quickly as we need.

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

No.