pb+j

BACKGROUND

Please describe your company and position.

I am the CEO of Shock Surplus

Describe what your company does in a single sentence.

We're a specialized online retailer of aftermarket automotive performance products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire pb+j to accomplish?

• Increase Conversion Rate
• Increase Average Order Value
• Decrease Return Rate

SOLUTION

How did you find pb+j?

• Online Search
• Clutch Site

Why did you select pb+j over others?

• High ratings
• Good value for cost

How many teammates from pb+j were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

PBJ was to provide a modern update to our original Shopify 1.0 theme, on to the new Shopify 2.0 platform. There weren't any advanced UX/UI needs, just improve upon what we were already doing, with a Shopify conversion rate reporting at 1.3% for the trailing 6 months, corroborated by google's data showing 1.25%. 

They were to migrate our store to the new Shopify 2.0 theme, which should improve the overall speed of the site. They were to use photo and video assets that we created and produced. Following up to the theme update, PBJ was to undergo a conversion rate optimization effort to further improve upon the current conversion rate. 

Our reasoning was that if we already had a 1.3% conversion rate, and had a 'premier ecommerce design firm' modernizing our shopify store, we would see at least the same conversion rate with the update, and then increase the conversion rate from there during the CRO phase.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The only measurable success of the project was the return rate that decreased by about 50%, through the inclusion of a 'fitment verification' app that we provided and had as part of the implementation.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was somewhat a mess. When you thought they understood your business and needs and customer, they still brought a generic approach to the user experience. They never dug in to what was already working on the previous/current theme in terms of user experience paths that we had already been tracking in hotjar and google analytics. 

One red flag for all future customers, where we learned a very hard lesson about, was that verbally in meetings we discussed split (A/B) testing the previous theme to the new theme, to make sure the metrics we were concerned about, were actually improved. But when it came time to do this at launch, project management stated "It wasn't in the Scope of Work, so i'm sorry, that's not in the plan right now." 

Launch wasn't on time, even though we weren't attached to any hard release dates, we aimed for August, but instead launched in October. I would say mainly because of the lack of understanding the integration needs and timelines with our search software. The project management team on our project were fired the week of launch, after we had experienced weeks of poor attitude from the lead. This says a lot about the quality of the project from the get-go.

What was your primary form of communication with pb+j?

Virtual Meeting

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

They have a charismatic leader who will assure you of everything, but like most agencies, they don't have the team to back up their promises with a solid deliverable.

Are there any areas for improvement or something pb+j could have done differently?

Split test the previous design vs. the new one! Upon the conversion rate cliff discovery, (which our team brought to attention, not theirs), they blamed our traffic! Saying we were *suddenly* sending unqualified traffic to the site upon launch, which were not converting. Utter hogwash, and we could prove it 5 different ways. 

They could have their project management keeping an eye on important metrics for the client upon launch to make sure there weren't any important UX problems (there were). We asked numerous times for in-writing explanation and ways they were going to measure the 10x ROI they were guaranteeing, never received it. 

So when we launched, their 10X guarantee was being handled based on the conversion rate at launch (1%), not our original conversion rate (1.3%). So an agency launches a new theme, not taking into account ecommerce best practices or previous things that were already working well, and uses their own standards for an ROI guarantee, again, hogwash.

BACKGROUND

Please describe your company and position.

I am the E-Commerce Director of a kitchen cutlery retailer.

Describe what your company does in a single sentence.

We sell premium kitchen cutlery.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire pb+j to accomplish?

• Assistance with site issues and maintenance.
• Customer journey overhaul.
• New initiative integrations.

SOLUTION

How did you find pb+j?

Referral

Why did you select pb+j over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

• Maintenance and Support: 
  • Quarterly strategic planning sessions and project roadmap creation. 
  • Proactive updates, functionality and tech stack modifications, and compliance with a focus on website usability and customer experience. 
  • Ad-hoc support tickets (e.g. edits, updates, dev and design support, Shopify website fixes/glitches, general Shopify store help, QA/QC and technical troubleshooting, ongoing monitoring of ADA compliance. 
• Customer Journey Overhaul: 

Comprehensive review of the full user journey: UX/UI, copy, usability, mobile, search and nav, checkout, accessibility, trust, etc. to get a clear and unbiased look at the current state of the website. Next, an in-depth Analytics review to draw key insights to support UX/UI changes and opportunities based on the most critical shopping flows/paths, learning what is working, what opportunities are open, and what revenue is currently being left on the table. 

Following that, map out the core changes that should be made, design wireframes for review and approval, then design the UI of the changes to be done. Once UX and UI is approved, develop the changes, test and QA them, and then launch the revised buyer journey and watch improvements yield dividends.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our work is ongoing and major projects are still in progress, but we have already seen improved store speed, many glitches that have been fixed, a successful integration with a new partner, and a 23% YOY increase in sales in the time we have been working with them.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

PB+J's project management is excellent. We have a direct contact who has an excellent response time and always explains things to me (a non- web developer) in terms that I understand. We have had a number of unusual requests and challenges we've needed help with, and they have been incredible partners. 

Their co-founder has gotten on many calls with us to help come up with solutions to our unique challenges. They have been extremely flexible and accommodating, and a dream to work with. I trust them completely and know that they have our best interest at the forefront of everything they do. We couldn't ask for anything more.

What was your primary form of communication with pb+j?

• Virtual Meeting
• Email or Messaging App

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

They are extremely capable in a number of different things, from technical coding and web development to user experience, to creative graphic design. Having one partner who can help advise us on our entire digital/marketing ecosystem has made us more efficient, with everything we're doing working together. It has simplified our team's workflows significantly, and we're seeing better results. 

I'm also impressed by their excellent client service. I always feel like we are their top priority and I cannot stress enough how accommodating they have been to us. They have gone above and beyond to help us find solutions to complicated challenges. Instead of telling me why we can't do something, they work with us to find a way that we can do it, no matter what it is.

Are there any areas for improvement or something pb+j could have done differently?

I really have no complaints at all, they have been a dream to work with.

BACKGROUND

Please describe your company and position.

I am the President of Luimoto

Describe what your company does in a single sentence.

Design, manufacture, sales of motorcycle accessories

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire pb+j to accomplish?

• Migrate to Shopify
• Design a new website
• Integrate our manufacturing process with the site

SOLUTION

How did you find pb+j?

Online Search

Why did you select pb+j over others?

• High ratings
• Great culture fit

What was the size of pb+j’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We engaged PB+J in completely redesigning our front end website and to move our eCommerce operations to Shopify. They were also tasked to source a manufacturing management solution that would integrate into Shopify. The team also collaborated with us to redesign our workflow, to allow more automation.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• The team at PB+J were extremely organized and always completed everything according to the schedule they had laid out. The project was broken up into multiple phases, each addressing a request we had originally made.The team always came up with solutions to our requests. They were always up front on what was feasible and what was not and always offered an alternative.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team was always accommodating and communication was always quick.

What was your primary form of communication with pb+j?

• Virtual Meeting
• Email
• Messaging App

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

Never having dealt with a full web development team before, we were impressed with each individuals' skill sets. Each member we dealt with was an expert in their own field and demonstrated great knowledge. The team was also always willing to 'dumb it down' for us when things got too technical which was super helpful.

Are there any areas for improvement or something pb+j could have done differently?

This project was a collaborative effort and occasionally we were tasked with 'homework'. At times, we felt we were not allowed enough time. Having said that, the team at PB+J would always be flexible with us and adjusted deadlines as needed while keeping the entire project moving without additional delays.

BACKGROUND

Please describe your company and position.

I am the Founder + CEO of Goldilocks Goods

Describe what your company does in a single sentence.

At Goldilocks we make eco-friendly goods that are practical and beautiful in order to help people live a plastic-free lifestyle.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire pb+j to accomplish?

• Increase our conversion rate on our website

SOLUTION

How did you find pb+j?

Other

Why did you select pb+j over others?

• Great culture fit
• Referred to me
• Company values aligned

What was the size of pb+j’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

To provide a high-performing website while optimizing current site iteratively month over month. The Accelerate process gives a tailored CRO Cookbook complete with goal setting, measuring, testing, refining, and iterative improvements made to optimize the existing website with a focus on Conversion Rate Optimization (CRO), Average Order Value (AOV), Abandoned Carts (AC), and Page Speed.

Top four to five (4–5) tests, modifications, or expansion recommendations worked on and completed each month—essentially, what is put forward to test or as recommendations will also be completed.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Less clicks in path to purchase
• increase in November CRO (compared to previous year)

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Working with PB+J from a project management perspective was by far the best experience I have had to date when it comes to working with any organization or agency. Our project lead clearly explained each step of the project, what to expect, and was quick to respond whenever needed. Communication was honest and direct and I always felt like a priority.

What was your primary form of communication with pb+j?

• Virtual Meeting
• Email or Messaging App

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

How genuine every team member I came into contact with was. You can tell they all really care about the work they are doing and want to provide the best. There is also a level of accountability I have not experienced with other agencies.

Are there any areas for improvement or something pb+j could have done differently?

Not that I can think of at the moment.

BACKGROUND

Please describe your company and your position there.

I am the founder and CEO of Tea Runners, an industry-leading loose leaf tea e-commerce company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

The challenge was to create a UI/UX for the sign up flow and account management of our new custom built platform. It was a very detailed project with a lot of complicated moving parts, and we had already failed to get a successful UI from 2 companies prior to PB&J.

SOLUTION

How did you select this vendor?

I believe I first found PB&J in Shopify Experts. I had researched and considered over a dozen companies for this project.

Describe the project in detail and walk through the stages of the project.

The project was to create a UI for our new custom app. Sounds simple, but there was a lot to it. We reviewed some concepts, decided on the one we liked, then reviewed ~20 screens that were sent and did a couple rounds of revisions.

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

We worked primarily with the head of design.

RESULTS & FEEDBACK

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

We were very pleased with the outcome. The concept we ended up going with was quite different that what we had imagined at the beginning, but we are very happy with the end result.

How effective was the workflow between your team and theirs?

It was very easy to work with PB&J. Their communication was clear, the project was managed well, and they stuck to their deadlines.

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

I was very impressed with the talented lead designer that did our new UI.

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

Nothing comes to mind. It went smoothly and we got exactly what we were after.

BACKGROUND

Please describe your company and your position there.

We are an e-commerce children's hard goods company that is solely D2C. I am the co-founder and CRO of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j, and what were your goals?

We were looking to leverage two concepts we had that would function as top-of-funnel tools for our website. With these new pages, we would be able to drive more awareness about our brand in a low-cost way.

SOLUTION

How did you select this vendor and what were the deciding factors?

The main deciding factors were personability and astuteness. We discovered pb+j through a platform, and after some conversations with Tom, it felt like a great working relationship.

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

We had a kick-off meeting to discuss our two concepts and what we wanted to get out of it. From there, we were given wireframes to approve then eventually completed designs before it went to development. Once it was developed, we had the chance to test run it and request any changes. Shopify and the metafields app were used as technologies.

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

We worked four people total: a developer, UX/UI specialist, designer, and a projector coordinator.

RESULTS & FEEDBACK

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

We have unfortunately not spent too much time utilizing these just yet, so we do not have any measurable outcomes.

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

PB+J was great with their communication and timeliness as well as their patience with delayed responses from me and my team. They largely used gmail and google calendar, which was perfectly sufficient. No other project management tools were necessary as that would have been overkill.

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

Communication and efficiency. Things were always clear and completed quickly.

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

No.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Lil Helper, and we manufacture baby and family products.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We had a WooCommerce website, and we hired pb+j to help us move to Shopify.

SOLUTION

What was the scope of their involvement?

pb+j developed our website from scratch, and they built a robust backend because we were operating in multiple countries. They helped us manage our operations better, and one of the things they did was to set up an inventory system. They also helped us have an authentic look.

What is the team composition?

We worked with Katy (UX Lead), Justin (Lead Frontend Developer), and Julio (Head of Design).

How much have you invested with them?

We spent $80,000 CAD (approximately $63,000 USD), including taxes.

What is the status of this engagement?

Our partnership ran from October 2020–July 2021.

RESULTS & FEEDBACK

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

pb+j finished the project more or less to our requirement. There were a few things that could've been better. Despite that, we felt that they tried whatever they could to deliver what we needed while working with the restrictions they faced.

How did pb+j perform from a project management standpoint?

They showed excellent communication skills. We used Asana as our project management tool. We also used email to communicate and had weekly meetings on Zoom for 30 minutes to talk about project updates.

What did you find most impressive about them?

They were extremely hardworking, and they tried hard to give us everything. If they couldn’t figure out some things, they didn’t give up right away. For example, when the UI design we wanted didn’t go according to plan, they went back and forth with us until we were happy with what they produced.

Are there any areas they could improve?

They could’ve set our expectations straight at the beginning of the project. Other than that, they were pretty good.

Do you have any advice for potential customers?

Know that pb+j will try their best to deliver what they promise.

BACKGROUND

Introduce your business and what you do there.

I’m the founder of a B2B food packaging manufacturer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We started the business on a shoestring budget because we’re self-funded. We needed to redo our brand and transition from a startup to a more defined company. We also had a poorly functioning website, and we needed help to make our e-commerce platform grow.

SOLUTION

What was the scope of their involvement?

pb+j created our branding, icons, and logos — they gave us a new visual identity and tone of voice. Additionally, they developed a fully functional e-commerce website using Shopify that allows our customers to order food packaging online. 

pb+j has already completed the website, and it’s currently covered by their 30-day guarantee period. 

What is the team composition?

We work with Tom (Co-Founder) and a project manager, and they’ve deployed both their branding and development team for our account.

How did you come to work with pb+j?

We found them through Clutch. 

How much have you invested with them?

We’ve spent $105,000 CAD (approximately $84,000 USD). 

What is the status of this engagement?

We started working together in January 2021, and it’s ongoing. 

RESULTS & FEEDBACK

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

pb+j’s work is outstanding; we’re already seeing a major uplift because of it, and the results have been impeccable. They’ve transformed our brand into something that’s well-defined and people can understand.

pb+j has tried to understand our business and our end customers, which many other agencies don’t even do. They also took the effort to understand the packaging industry — it’s a boring industry, but they’ve helped us modernize our brand.

For the website, pb+j did exactly what we’ve asked for.   

How did pb+j perform from a project management standpoint?

pb+j is good at project management — it’s one of our favorite things about them. We have bi-weekly project management calls, and whenever we need something, we can email them. We communicate through Zoom and a project management tool. 

Initially, I thought our time zone difference would become a big problem. There’s a 6–7 hour difference between us, but it has worked out well in the end. pb+j schedules calls at 1 p.m.here and 8 a.m. on their side. 

What did you find most impressive about them?

I have a background in venture capital, and I’ve worked with a lot of branding and web development agencies. Many of them won’t understand what the business is and what the project goals are — they just want to get everything done quickly and rush out of the door. pb+j is not like that.

pb+j really understands our business. They took the time to look at our competitors and understand what our consumers want, and they based their development on that. They didn’t just develop an identity that didn’t have a purpose. 

pb+j’s work has been great. Anytime we have problems, it’s sorted very quickly. Their whole package is just impressive. 

Are there any areas they could improve?

I’m normally critical of the vendors I work with, but I’ve had such a good process with pb+j. I can’t think of anything that they can improve.

BACKGROUND

Please describe your company and your position there.

I am the owner of CappyBug, LLC who manufactures teh Romp & Roost brand of baby gear.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j, and what were your goals?

Our website was dated was dated and busy. We do not have an on-site team to develop a website, so we hired PB+J to give us an updated, clean website to give our customer the ultimate shopping experience.

SOLUTION

How did you select this vendor and what were the deciding factors?

We were referred by a highly respected business associate.

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

PB+J walked me through every step from start to finish in our website design. We had weekly calls, and I always felt updated on the project. In addition, any questions I had were immediately responded to. In addition, they walked me through the Shopify site and how to use it.

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

I worked with 4 total people from the vendor's team. The project manager was always involved and the designer was present on most calls as well once we were in the design phase.

RESULTS & FEEDBACK

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

The website is clean and simple and delivers a very well laid out shopping experience for our target customer! Just what we were looking for!

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

PB+J walked me through every step from start to finish in our website design via email and zoom calls. We had weekly calls, and I always felt updated on the project. In addition, any questions I had were immediately responded to. In addition, they walked me through the Shopify site and how to use it.

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

I love the laidback, creative feel of everyone I worked with. They were super fun and always respectful of my time. Also, made me feel like no question I had was a silly one and answered everything completely helping me understand the process.

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

No. I loved working with pb+j and would work with them again.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and VP of sales and marketing for a company that is just being built. Our goal is to sell living spaces, but we will start by selling modular motorcycle garages. We will make our designs in France, but we will produce and assemble them in Canada.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

I needed someone to build my website.

SOLUTION

What was the scope of their involvement?

pb+j is building my website on Shopify. I requested pages on the site describing my products, their details, and how to order them.

What is the team composition?

I'm working with a project manager and a developer focused on UI/UX. I’ll be working with two other people, so I’ll have a team of four people in total.

How did you come to work with pb+j?

pb+j was recommended to us by a freelance digital marketeer. I checked their website and saw that they had been awarded as one of the best 10 agencies in Canada a few years in a row by Clutch.

Additionally, I looked at their work and thought that they were very creative. Their work was unique compared to other agencies, so I contacted them.

How much have you invested with them?

Our site is going to cost us around $25,000 in total.

What is the status of this engagement?

We started working together in May 2021, and the project is ongoing. We’re still building the site, and I estimate that it will be finished around October 2021.

RESULTS & FEEDBACK

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

pb+j is very well-organized, professional, structured, and knowledgeable, and the person that is developing the site has been amazing.

How did pb+j perform from a project management standpoint?

pb+j always meets the deadlines on time. Additionally, they’re very good at nurturing these types of projects.

What did you find most impressive about them?

pb+j is very creative, and they’ve built a very special relationship with us.

Are there any areas they could improve?

pb+j is very professional and technical, making small companies like mine lost when we don’t understand the language around website building. They should be aware of that and try to communicate better to make things easier for their customers.

Do you have any advice for potential customers?

Your project has to be very well-defined, and everything has to be done upfront, so it is easier for pb+j to develop a solution that fits your needs. Additionally, make sure that you explain your knowledge limitations upfront.