Rush Hour Digital

Introduce your business and what you do there.

I’m the communications manager for Enrich HK. We provide financial and empowerment education for migrant domestic workers in Hong Kong. We are a small nonprofit with about eight operational staff members.

What challenge were you trying to address with Rush Hour Digital?

We received a grant which enabled us to have a new website created, so we hired Rush Hour Digital to help us build one.

What was the scope of their involvement?

Rush Hour Digital started by analyzing our old, poorly functioning brochure website and gathering our ideas regarding new features, content, brand ideas, and goals. They also conducted research about the unique needs of our communities to understand the potential users of the website and what would work best for them. Based on their findings, the team decided to build the website for mobile devices first and then for the web. Our old website was on WordPress, but they opted to build the new version on Drupal.

From there, Rush Hour Digital created wireframes and collaborated with us to explore the potential of various features for the site. They suggested content wording, amount, and placement, and took all of our feedback into consideration as they moved into the design phase. They also suggested secondary color palettes, illustrations, icons, and other visual elements to refresh our brand on the new website.

Features and functionalities aside, Rush Hour Digital enabled the site to accommodate three languages. They created a section that is dedicated to highlighting our services and made sure that the on-site processes — sponsorship, registration for classes, and donations — were streamlined.

They made it so that students could set up an account to register for classes, access resources, see their schedules, and more. There are also various sponsorship packages that employers could choose for their migrant domestic workers. Everything was automated for a simple, user-friendly experience.

Currently, Rush Hour Digital provides ongoing maintenance and support.

What is the team composition?

Our main points of contact were Ada (Operations & Project Manager) and Brice (Client & Operations Director & Partner), though we also interacted closely with Chris (Technical Director & Partner) and occasionally with other developers on their team.

How did you come to work with Rush Hour Digital?

We saw their profile online and found it impressive. We vetted them along with two other companies, but they had the best structure, creativity, and enthusiasm about our project compared to the other candidates. We appreciated that they seemed personally invested in our project and took time to get to know us from the start. For those very reasons, we ultimately chose to work with Rush Hour Digital. 

What is the status of this engagement?

We began working together around October 2018. The website was launched in September 2019 but we have an ongoing annual maintenance contract.

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

In the first year after the website’s launch, we’ve seen a staggering 65% increase in traffic, a 152% increase in views, and a 17% decrease in bounce rates. The website itself is extremely mobile-friendly and the brand is fresh, alive, and fun. The switch to Drupal allowed us to customize the content according to our needs, automate processes, and reduce the manual labor of our team.

How did Rush Hour Digital perform from a project management standpoint?

We’re quite satisfied with the partnership. Rush Hour Digital clearly communicated what we should expect throughout the process, with Ada keeping us on track with our goals. They did an excellent job of staying on top of things, following up on what is discussed, and quickly resolving any issues that came up. 

We had regular communication throughout the development and used a project management tool for feedback. 

What did you find most impressive about them?

Rush Hour Digital is professional yet approachable and easy to talk to. I appreciate the processes they used for wireframing and designing. Having never gone through the process of creating a website before, I found it to be quite beneficial. It shows excellent account management, and that makes them stand out from their competitors.

Are there any areas they could improve?

Nothing major stood out. We had some slight time management issues, but those were very minor.

Do you have any advice for potential customers?

Clearly express your ideas and desires and spend time on the brainstorming and wireframing stages. It will set the entire project up for success. 

Introduce your business and what you do there.

I’m the project manager and Scrum Master at FINSIA. We’re one of Australia’s leading membership bodies in the financial services sector, and our association has been around for about 125 years.

What challenge were you trying to address with Rush Hour Digital?

We’re a pretty lean organization with about 40 people in our head office in total. However, we lacked the expertise in website development, so we reached out to Rush Hour Digital to help us replace our content management system (CMS) and design a concept for the entire CMS project.

We have a public website and a member’s portal, so the general public has one experience, and the members of our organization have another. Members log in and access exclusive content such as webinars, case studies, and journal articles, and they can contact other members. Thus, we needed to revamp our site to find solutions to improve all the different touchpoints of our customer’s experience.

What was the scope of their involvement?

Rush Hour Digital revamped our website and proposed a solution to improve its UX and overall design. They also helped us define all the touchpoints in the customer journey through our site. That was a crucial part of the project.

We were moving from quite a complex CMS to Drupal, an open-source CMS, so we were changing a lot of the website's existing features and functionality, basically starting from scratch. The design stage was really important, but Rush Hour Digital stood out in that area, especially on their UX proposal and the well-thought user journeys. They presented everything at a very high level.

What is the team composition?

Two technical experts and a team of designers took care of integrating our CRM and our website. Rush Hour Digital also assigned to us a project manager and various people with diverse technical expertise. Additionally, I worked directly with Brice (Sales & Account Director) and Chris (Technical Director), who were my main points of contact, and I collaborated with Alexandre (Country Manager).

How did you come to work with Rush Hour Digital?

We issued an RFQ, where we pre-listed all our requirements. We had 4–5 interested companies, some of which were based in Australia. Rush Hour Digital excelled with their conceptual design proposal of what the UX should be.

How much have you invested with them?

We spent between $50,000–$100,000 AUD (approximately $37,000–$74,000 USD).

What is the status of this engagement?

We started working together around November 2019, and the project was completed by June 2020. They successfully delivered the project, but we’ve kept them with us for support. Their team has different areas of expertise that we need, so they’re a comprehensive provider for us.

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

The general engagement on our website has at least doubled since revamping our website. A lot of it was thanks to Rush Hour Digital’s assistance in improving our customer journeys.

We moved to a different CMS to have more flexibility and make quick changes to the website’s content ourselves. Before revamping our website, we had to use developers for even the smallest change because it was hardcoded. Now, we’re able to do a lot of those changes in-house, and we’ve saved a lot of money as a result. Additionally, the rate of members logging into our website has risen by about 150%.

Rush Hour Digital delivered everything on time and within scope. They even went beyond the scope without any additional charges.

How did Rush Hour Digital perform from a project management standpoint?

Rush Hour Digital’s project management was fantastic. I didn’t deal directly with the project manager, but I witnessed what was going on, and there weren’t any bumps in the road. Everything was quite seamless and timely.

The team was always available and easy to reach, and they were very responsive and willing to answer any of our questions. Additionally, they were always prepared to give us technical advice, and we jumped on Zoom meetings whenever we needed them for an urgent matter.

Due to COVID-19, communication became more important, so we used different forms of communication. Aside from Zoom, we also communicated via email and Slack, and we used Wrike to track our test cases towards the project’s end.

What did you find most impressive about them?

Rush Hour Digital’s strengths included stakeholder management, technical capability, reliability, and professionalism.

Are there any areas they could improve?

No.