What evidence can you share that demonstrates the impact of the engagement?
We presented the prototypes to our top customers and feedback has been extremely positive. The product has a modern UI and is well-oriented to the task.
Feedback from call agents about the cockpit has also been positive. The agents have all the information to engage with the customer right at their fingertips, which is something we had trouble with before.
How did Mono perform from a project management standpoint?
We communicate continuously with each other, and they are amazing at following up. Our teams had several meetings per week to nail down the different screens, navigation elements and relevant information to make it user-friendly for our customers.
Mono is extremely involved in our technical discussions. We have a common Slack channel and also use specific design tools to facilitate the exchange of designs.
What did you find most impressive about them?
Apart from their expert designers, their ability to engage in the technical parts of the product was impressive. Their team is capable of understanding and going along with the technical lines of the product. I thought it’d be difficult to convey the technicalities of the product to their team.
Are there any areas they could improve?
Mono is still relatively small, and they have a lot of work on their plate. It’s quite a challenge for them, and they can get overwhelmed. It’s not easy to find good designers.
Do you have any advice for potential customers?
We’re a small company, and if you’re in that situation, I’d go for an external party. It’s a difficult challenge to find respectable UI designers. We’ve been very lucky with Mono.