Could you share any statistics or metrics from this engagement?
I think the big challenge was we wanted to achieve a lot with a very small budget as I'm sure is common in most projects like this. There were a number of compromises that had to be made along the way, but there was never anything defective delivered to me.
I think, overall, both the design and the functionality of the site worked really well. We have more comments on the design, but that is because that's what the customer tends to notice more about the site. Overall, on both sides, feedback has been positive. We're always slightly disappointed when customers don't give us feedback but, when they do, their feedback is, "It just worked perfectly, and I got my confirmation." That's the best feedback you can get.
What distinguishes Pragmatic from others?
Pragmatic had a very good team approach. Of course, there were small bugs that you test, and they get fixed, but there was always a lot of ownership on their side to make sure that what they were delivering was the right quality, even if sometimes there were compromises on functionality.
In hindsight, are there areas in which they could improve, or things you might do differently?
It's quite difficult for me to say because I come from a corporate background, and I'm also not on the tech side. In that sense, I don't really have much to compare them with.
The difficulty we had spawned from not understanding from the beginning that Puree and Pragmatic worked together a lot. It created project management complications on our side. Clarifying the roles and responsibilities for each up front was challenging for us. I think that would be the one area that could have been improved. I think my tech director would also agree that part could've been improved.
My clear recommendation for Pragmatic would be that in the future, they should really work together with Puree as one agency, integrating their services more smoothly. I'd be very happy to work again with Pragmatic and Puree, but I would like them to take more ownership of the integration.
What advice, if any, would you give a future client of theirs?
I think you should know what you want, have a clear brief, be as detailed as possible, and make sure that you're managing the project directly. That way, you're delivering on time so that you're not the bottleneck for them. Managing the project also gives you the power to push them if things are falling behind. I think in general on these projects, the better everyone in the chain is at project management, the more successful the project is going to be overall.