What was the scope of their involvement?
In terms of the partnership, Mubaloo was brought in alongside another provider at the start of the RFP process, which was all around digital strategy. I needed suppliers to come in and help shape the strategy, roadmap, and vision. They were involved in a lot of the pre-discovery workshops and introduced a new way of capturing the jobs to be done, which, at the time, none of us were really familiar with, so it felt quite strange. They interviewed our senior stakeholders, including the CEO, and analyzed all the current pain points in our customer journey.
They helped create a mobile strategy for delivering really exciting experiences. Working alongside the website team (from a third-party), they developed our mobile apps for iOS and Android, introducing user-centered design and creating some really nice prototypes
Initially, we had some challenges around API development, and we closed down the delivery. Mubaloo recommended that we slow down the app development and give our API people a chance to build. Once we did that, they accelerated the iOS effort. We were planning to do Android development in-house, but we quickly realized that we didn’t have Mubaloo’s internal skillsets, in terms of product owners and UX/UI experts in Android. That piece of work went back out to Mubaloo, and they delivered it in April 2019. They worked closely with us, supporting our internal developer. Because they’ve supported us for so long, we’ve transitioned a lot of the development and product support to their internal teams.
The app is very much designed around the customer who may want to download it. It has multiple features. It started with a single website product, rather than multiple. People would download the app to track their parcels, and there would be a quick and easy feature for making returns. They could simply click a parcel and have everything pulled up. From there, the user could quickly print a label. We have quite a few different labels, including ones specific to returns and labels specific to specific clients. The e-commerce elements also allow users to send parcels. It’s very quick, and it’s targeted to customers using eBay and Amazon—hobbyists who want to send parcels quickly.
Although it was an MVP, Mubaloo managed to introduce some really nice features within the timeline and budget. We’ve introduced augmented reality for scanning parcel numbers, as well as features like a contact address book.
What is the team composition?
Companies like ours are very traditional, and we had to create teams and structure everything into squads. Some of those wanted to work in Kanban and others wanted to do scrum. We had no internal mobile app team when we started, except one Android developer who joined in 2018. Everything was done with Mubaloo. On their side, there was a project owner, a project manager, a UX/UI resource, and Sam (Strategic Account Manager, Mubaloo). There was also one senior and one junior developer. They brought them in based on the demand of where we were. We also had a 7-8-person third-party API team on their side, because we didn’t have the skills in-house.
How did you come to work with Mubaloo?
We had an existing relationship with one of the other providers brought in for this project, and I believe they brought Mubaloo in for the sales pitch and introduced them as a partner. Mubaloo did a lot of presentation work themselves, touching on things like our customers, and how the web version would work differently than the mobile one. I didn’t want a wrapped version of the website in an app, and they really understood that the experiences had to be different, that there would be different journeys. Mubaloo brought that strategy piece, and that really won over our CEO.
They quickly prototyped what they wanted the app to look like, but part of the sales pitch also allowed us to see the vision. They helped us articulate that very quickly. There were some wireframes and ideas around social as well, and how we could use the app to engage with customers at different points, including the ones who didn’t know our company. There was a lot of work specific to the app that they covered, and they won us over with a very strong sales pitch.
How much have you invested with them?
I believe the investment on the app itself was £250,000–£500,000 ($310,000–$620,000).
What is the status of this engagement?
I’ve been involved with them right from the start, since August 2017.