What evidence can you share that demonstrates the impact of the engagement?
There are clear differences between the Japanese and American software industries. When we started, our management didn’t understand what user/customer experience and insights meant, so in the first year, we concentrated on explaining those concepts. It was a tough job, but it was significant for our organization to understand that we had issues on the UX side.
In the end, the project didn’t start because of political issues. Once our management had a grasp of the concept, they concentrated on starting a team, and chose to do it in Japan so they could have direct communication with the engineers.
How did Revolution Creatives perform from a project management standpoint?
I visited San Francisco every three weeks, and Jamie (Founder, Revolution Creatives) came to Japan 2–3 times per year. I talked to them daily and directly managed the team.
They didn’t have a lot of information on the Japanese industry and market, so it took some time to educate them on that. They were focused on understanding the problem and the market through research and their visits, so the project turned out well in the end.
What did you find most impressive about them?
They were really down to earth, and I liked how they took advantage of opportunities. We interviewed a lot of people, but one of the things I liked about Revolution was their willingness to work with us. When we were wrapping up, they knew that it was due to the leadership in Japan, and they responded professionally. They helped us until the end and were honest. There were no issues, even though we closed the project in two weeks, on very short notice.
Are there any areas they could improve?
Jamie has to be persuaded to take a project to the next phase. She’s been in this industry for a long time and is proactive in collecting information but persuading her takes a bit of time. I took this as a positive thing, given that we were handing over some elements of control, in a sense.
Do you have any advice for future clients of theirs?
We’ve had a really good experience with them. Their attitude and productivity were always good.