What evidence can you share that demonstrates the impact of the engagement?
The app has grown its user base 13 times over in the last 13 months. The number one result we’ve seen from working with Pepper Square Inc., however, is the increased stability of the UX. In the past, we would launch features under such time and budget constraints that we would have to deal with all sorts of bugs, but over the last few months, we’ve systematically worked to clean them up. Our crashes are down, our glitches are rarer, and user onboarding is better. On top of that, we launch much faster with Pepper Square Inc. We like to move quickly, and they let us do that.
How did Pepper Square Inc. perform from a project management standpoint?
Pepper Square Inc. does an extremely good job managing the work we give them. We always know that they’ll be able to build whatever we ask for, no matter how ambitious it is. They’re great about setting goals and making sure everyone is on the same page to understand the why of what we’re doing and to align on timing, pricing, and strategy. We largely use their own internal project management tool called “Get Things Done” to communicate, but we’ve also used Slack, email, and UberConference to stay in communication.
What did you find most impressive about them?
Above everything, Pepper Square Inc. is very committed to doing their work well. Everything they do for us centers on UX and making sure that we’re always delivering a lot of value to our customers. It feels like they do everything they can to be consultants and partners with us rather than just people who take code orders.
Are there any areas they could improve?
We’re working with them to have a clearer idea of what our costs will be ahead of time, but I think we’re making progress with that and are both invested in being better aligned.
Do you have any advice for potential customers?
I would suggest you make sure they understand exactly what you’re trying to do, and what your business goals and key performance indicators (KPIs) are. That’s something they really get, which is certainly one of their strengths.