Loyalty Program Mobile Application
- Mobile App Development
- $10,000 to $49,999
- Aug. 2017 - Ongoing
- Willing to Refer
"Overall, it has been a good experience."
- Advertising & marketing
- Toronto, Ontario
- 11-50 Employees
- Phone Interview
Osellus Mobile developed a loyalty program, member-facing mobile app (iOS & Android) from scratch. The app enables users to accrue and redeem loyalty points and unlock achievements.
The app received strong feedback from testers and users; they enjoyed the usability of the app. Osellus Mobile delivered on their mobile app, and they were celebrated for their project knowledge and management, as well as their flexibility with changes to the overall scope.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I'm the vice president of client delivery of Lucidia, an integrated marketing communications shop. We consider ourselves more of a solutions provider than a typical marketing agency. We do a lot of work in financial and hospitality spaces, working with our clients to figure out the best solutions for them not just from a marketing perspective, but also from a process operations perspective as well. We get involved in different aspects of client business to make sure they're achieving their goals and objectives. I lead our client delivery team who deals directly with clients and manages internal resources and vendors.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Osellus Mobile?
We were looking to build a loyalty program for one of our clients. It became obvious early on that the best way to approach that would be through a mobile app. That's not an internal strength of ours, so we looked for an external partner to work with to accomplish that.
What was the scope of their involvement?
The app is a member-facing application. It can be downloaded from the Apple App Store or Google Play Store, and it's the member touch point of our loyalty program. Members can view and manage their loyalty points, redeem offers, and look and manage their achievements. When they earn an achievement for a financial reward, that information is pulled from the database and goes to the app.
It unlocks certain achievements which have a specific point value, and members can use those points through another part of the app where they can search unique offers that are available through the program like rate benefits and fee waivers for their accounts. We knew we needed to do the app for both Android and iOS devices.
They started from scratch. We started with creative wireframe screenshots, which they were very comfortable working with. We didn't have not too many hiccups along the way. They were able to take that vision and build it out in a technical nature. They recommended certain things that they thought might be more helpful from a user experience perspective, like layouts in the app that would make it a better experience overall. There were a couple of instances where we were very happy to move forward with their recommendations.
What is the team dynamic?
We dealt with two people, Negin Hodaie [Project Manager] and David Wong [Business Systems Analyst]. I worked with David closely. We communicated on a daily basis for the majority of the project; he made himself very accessible.
How did you come to work with Osellus Mobile?
We reached out to a few different vendors, and Osellus came out as our lead choice to work with. We're very comfortable with what they offered and the people that we spoke with, so we ended up moving forward with them. One of my colleagues came across them and set up the initial meeting. It turned out, after we reached out to them, we found that they operate in the same building as us, which is very convenient.
How much have you invested with them?
From a development perspective, we're in the range of $25,000-$30,000.
What is the status of this engagement?
We've been working with them since August 2017. They've delivered everything on time as promised. We had some hiccups from the client's side in launching and delivering the solution on the planned timeline. We've just received final user acceptance testing on the client's side, so we're ready to go live in the coming weeks.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
We had several numbers of the client team who have been part of the ongoing review and testing of the app, and they've all had great things to say about the usability. Right from the beginning, we wanted to make sure it was easy for people to use. We're talking about a broad range of users in terms of age. We wanted to make sure we were targeting it to a very broad audience, so it had to be as simple as possible. They helped us achieve that with some of their recommendations along the way, and just following our initial strategy as well.
How did Osellus Mobile perform from a project management standpoint?
They were very responsive and amenable to changes. The turnaround time on project changes was very quick. They're very proactive in making sure that we had what we needed to do testing and that we were aware of when new versions of the test app would be available for review. Overall, I'm very pleased with the project management on their side. If we have a quick question, it's usually through email. Every time we came out with a new version to test at different stages of the development, they would come in person and help us walk through some of the updates.
What did you find most impressive about them?
Their knowledge and management of the project gave us a lot of confidence in terms of what the end result would be. We would be very happy to use them again for other projects, and we have already talked to them about potential projects. We're very happy with the work that they've done. Even changes that hadn't been requested on time or were not part of the overall scope, they've been very good to accommodate and make those changes in a short timeframe.
Are there any areas they could improve?
I haven't really thought of it, to be honest. Most of the delays have been on the client's end. From their perspective, it's not like they haven't delivered on any of their promises. Overall, it has been a good experience. I can't find any negatives to speak to.
Advice for potential customers?
As long as you're very clear in the beginning about what the end result needs to be, coming with an open mind and using their experience, they can help you transform your initial idea and strategies into an easy-to-use experience altogether for clients.
They were able to see our vision and point out things that needed to be reviewed or thought about differently. When you come to the table with a project, don't come with it 100% baked in terms of your mind and strategy. Be open enough to allow them to help lend their expertise to the process.
Service & Deliverables
On time / deadlines
"They didn't miss a deadline."
Value / within estimates
"There were cheaper options available, but at the end of the day, none gave us the confidence that we had with Osellus. With the end result, we're very happy with the value that was provided."
Willing to Refer4.5