What evidence can you share that demonstrates the impact of the engagement?
pb+j helped us build out our platform and our brand awareness within the community. We were also able to reach a wider audience with the website update because it made our content much more accessible online. They moved everything from a dry, content-heavy, difficult to navigate site to one that had a much better user experience. This led our patrons and our audience to engage with us further because the digital interaction was much more pleasant.
The engagement was so positive that we ended up collaborating with pb+j on multiple other projects. They did marketing designs and materials for that entire season, which flowed nicely with the launch of the website. We eventually decided to shift away from a designer that had been with the organization for over 25 years to start working exclusively with pb+j.
How did pb+j perform from a project management standpoint?
We were in touch with the head of pb+j from day one, which made for an exciting development experience. They felt that it was important to begin the project with a face-to-face meeting so that they could understand the marketing and development side of things.
The team also listened to our needs, both from a design standpoint and a financial standpoint. As a nonprofit, we were trying to make a massive impact with a limited budget, so that dual consideration made a difference for us.
The entire team was incredibly engaging. They shepherded us through the whole process, from the design to the backend of the site and eventually the execution and final launch. The timeline was well-executed, and the project was done within a few short months.
pb+j used Basecamp as a touchpoint for us to stay up-to-date. We also did weekly and monthly phone calls. They were very realistic with their timelines and always managed to keep us on schedule. They were also extremely considerate and understanding when we faced problems on our end, like unexpected budget changes.
Another takeaway is that they were engaging during technical conversations. I don’t have an IT background, so I’m apprehensive about working with companies that speak a language that I don’t understand. I never felt that way with pb+j, and they always made sure that I had a voice in every conversation. Their ability to explain processes and requirements in a way that respected my knowledge really enhanced the project experience for me.
What did you find most impressive about them?
One of the biggest standout gestures was that they asked to integrate the artistic direction of the leader of my organization. This is the person who plans our shows and presentations. That was a unique decision, but they had realized that, to fully understand the organization’s message, they needed to speak with the person who leads the organization.
I’ve never seen that approach with other IT firms, but I think it went a long way in terms of their ability to realize our vision. They had an excellent grasp of how small nonprofits function and made sure that everyone’s voice was heard. They wanted to deliver a final product that everyone in our organization could stand behind.
Something else that stood out for me was their understanding that our organization would likely experience internal changes. They provided video training manuals that explained all of the site updates and how to use the different features. We’ve kept that as an archive to help with future personnel transitions. They were very forward-thinking in that regard, going above and beyond to give us an incredibly useful resource.
Overall, their customer management is exceptional. Their leadership team stresses the importance of the customer relationship, which they put at the forefront of their work. That is one of their greatest strengths, outside of the amazing design work that they do.
Are there any areas they could improve?
I can't think of a single thing. They met or exceeded all of my expectations. I’m hoping to engage them again at my new place of business.