UX & Product Design Consultancy | B2B, B2C, SaaS

Silver
VERIFIED

SUS is a digital product & service design consultancy. We solve complex digital problems using collaborative design practices and customer insight to drive B2C & B2B businesses forward.

Specialties:

• Design Strategy, Management & Operations
• Service Design & Customer Experience 
• Enterprise UX
• User Research & Experience Strategy
• Digital Product Design & Strategy
• Systemic Design
• Interface & Interaction (UI) Design
• Cross-platform design ecosystems
• Content Strategy & Production

Sectors:

• HR/HCM
• FinTech
• Hybrid IT
• Public Relations 
• Broadcasting & Publishing
• Social Care
• Pharma
• Power & Energy

 

 
$25,000+
 
$150 - $199 / hr
 
2 - 9
 Founded
2008
Show all +
London, United Kingdom
headquarters
  • Warwick House 65-66 Queen Street London
    London, LND EC4R 1EB
    United Kingdom
other locations

Portfolio

Key clients: 

Clients include: Dunnhumby, Gain Theory, CEB, Thomsons Online Benefits, MetaPack, OLM Group, Zynstra, Apteco, Alstom, Channel 4, The Guardian and the BBC. 

Film4.com

SUS was initially commissioned by Channel 4 to support the creation of an new proposition for Film4.com. We gathered user insight to inform the creation of personas and generate greater awareness around user behaviours and preferences. These interactions were balanced with business requirements to create a proposed new structure for the website across desktop, mobile and connected TV platforms, which we depicted

in a series of conceptual architecture diagrams. This process culminated in the prototyping and testing of the proposition.

We were then re-engaged to deliver the user-centred redesign of Film4.com. This involved working closely with their product, design and development teams to bring together the websites for Film4oD film, Film4 Productions and the Film4...

Printed.com

Printed.com was keen to gain a clearer picture of its customers, their motivations, priorities and purchasing behaviours. With a more granular understanding of the customer, Printed.com felt they could place their needs at the heart of the business.

SUS was engaged to deliver greater insight into customer needs and behaviours to the business through a series of workshops and focus groups. The project began

with cross-functional stakeholder workshops to define expectations and the research plan. Since the user base was so varied, across a number of industry verticals, SUS created Proto Personas from insight gathered from the business in order to build consensus for the focus of the customer research. These Proto Personas were used to support the appropriate...

CEB

At first, we worked with SHL to redesign their Talent Measurement solutions. This involved a large scale stakeholder engagement and discovery piece to understand the broad scope of their ERP platforms, consultancy services and capabilities.

We analysed and helped refine how the organisation’s people connected and collaborated to deliver these elements. During this process, the organisation was acquired by CEB and this

added to the complexity of their offering. SUS worked closely with global product teams to create a consolidated digital strategy and transform their customer and end user experience. This involved the redesign of cross-platform architecture, the simplification of workflows and ultimately our design of a universal experience and UI framework. The new...

Thomsons Online Benefits

Super User Studio has worked with Thomsons Online Benefits on a number of projects over the course of six years. In this time, we have undertaken extensive customer, end user and market research to support a complete overhaul of the architecture and user interface of their SaaS platform. This helped transform the business from a consultancy provider into an award-winning, full service technology-led company.

Most

recently, we were engaged to produce a platform agnostic, UI design system which enabled white labelling by their customers. We engaged their customers in the process to support the redesign. We also designed a demo of the new customer experience to support sales enablement and ultimately their acquisition by Mercer at the beginning of 2017.

...

Reviews

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UI/UX Redesign and Training for Data Analytics Company

“They over-delivered on many fronts and helped shape the way we design our products, now.”

Quality: 
5.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
June. - Sept. 2018
Project summary: 

Super User Studio offered critical counsel on best UX practices, including optimal team structure, design guides, and processes. They assisted with workshops and also identified a new global head of UX.

The Reviewer
 
1,000 - 5,000 Employees
 
New Hampshire, United Sates
Kyle Fugere
Head of Ventures, dunnhumby
 
Verified
The Review
Feedback summary: 

With their extensive experience working with enterprise-level product businesses, Super User Studio had strong insights into effective UX approaches. Their recommendations increased the internal UX team’s output quality and refined processes. They were straightforward and always met deadlines.

BACKGROUND

Introduce your business and what you do there.

dunnhumby is a global data science platform for enterprise-sized retailers. We help clients turn their transaction and customer data into insights and, subsequently, products. In my role, I lead our venture capital group and have also acted as the interim head of UX.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Super User Studio?

We’ve been going through a transformation over the last two years as we’ve pivoted away from consulting work into more of a software business. However, we had a small UX team that wasn’t as familiar with more modern practices. As a result, our software products weren’t as user-friendly as we would’ve hoped. Super User Studio leveraged their expertise to help us formalize our UX design processes and identify a new UX head to take over our team.

SOLUTION

What was the scope of their involvement?

When we first engaged them, we were in the process of merging a few different UX teams. We held a three-day workshop and invited Super User Studio as a third-party observer to ensure that the sessions stayed on track. They brought their expertise to the table, discussing what worked well in the market for their past clients and helping us formalize new internal processes.

We engaged them again to help conceptualize a new UI for one of our core products. For the most part, it was a thought exercise to help stretch our own approach and expand the boundaries of what we knew to be possible. Their method would inform our strategy as we update our style guide and define a new UI.

Recently, Super User Studio supported us as we hired our first global head of UX. By that point, they’d already spent a fair amount of time with our team and had a sense of our future goals. They provided a set of recommendations for optimum team structure, gave insights into best practices, and helped us interview and identify our new head of UX.

What is the team composition?

We worked with two points of contact.

How did you come to work with Super User Studio?

Our new chief product officer had worked closely with them in the past and recommended them to me. After evaluating them, I felt comfortable moving forward with the project.

How much have you invested with them?

We spent roughly £15,000 (approximately $19,000 USD).

What is the status of this engagement?

Their work lasted from June–September 2018. They completed the workshop in a few days, whereas the UI exercise took about three weeks. Selecting the new head of UI involved around a week’s worth of work, including the interviews.

RESULTS & FEEDBACK

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

Since their initial involvement in the workshops, the quality of the output from our UX team has increased remarkably. The teams came together well and formed a strong internal process. Super User Studio was also invaluable in identifying a new global head of UX who could lead our team.

How did Super User Studio perform from a project management standpoint?

They always delivered on time and remained realistic about what they could achieve. At times, we wanted to squeeze more into the project, but they advised against it because they didn’t think it was the right approach. It’s a level of honesty that I definitely appreciate. In terms of communication, we would touch base as often as necessary depending on the project. Though they had several other ongoing projects, they consistently made sure to be available when we needed them.

What did you find most impressive about them?

They had a wealth of experience working with enterprise-sized product companies, which they leveraged to identify best practices. Their knowledge played a crucial role in informing how we would organize our own UX team.

Are there any areas they could improve?

Because they’re a smaller team, they’re able to have an involved, personal approach to projects. However, this can also result in bandwidth challenges when they’re in high demand. There were a few times when we’d hoped that they could do something on a short time frame, but they just didn’t have the manpower.

Do you have any advice for potential customers?

Rather than coming into a project with a predefined mindset, work with them to identify an approach to the problem. Clients often want to rush UX projects based on their desired final outcome. But it’s worth it to talk to Super User Studio and let them guide the process.

5.0
Overall Score We often gave them vague guidelines and directions, but they were able to execute within our parameters.
  • 4.0 Scheduling
    ON TIME / DEADLINES
    If we gave them enough notice for projects, they always delivered on time.
  • 5.0 Cost
    Value / within estimates
    They were a bit expensive, but I haven’t worked with other similar firms to compare.
  • 5.0 Quality
    Service & deliverables
    They over-delivered on many fronts and helped shape the way we design our products, now.
  • 5.0 NPS
    Willing to refer
    I built a strong personal relationship with the founders and appreciated their honesty.

Web Design & User Research for Broadcasting Network

"They’re a small agency, but they knew their stuff."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
2011 - 2013
Project summary: 

Super User Studio facilitated a website overhaul involving redesign, UX, business strategy, persona development, competitor reviews and prototyping. They also helped run focus groups and stakeholder meetings.

The Reviewer
 
1,001-5,000 Employees
 
London, United Kingdom
Sarah Rogers
Former Product Manager, Channel4
 
Verified
The Review
Feedback summary: 

Super User Studio is a trustworthy firm both in terms of deadlines and quality of work. They don’t accept more than they can achieve, and they’re personable and experienced. The many roles their team can cover, from business strategy to UX to stakeholder relations, make them a well-rounded partner.

BACKGROUND

Introduce your business and what you do there.

I was a product manager at Channel 4. At the time, I was working on the Film4 proposition, on the digital side.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Super User Studio?

We had a website already, which didn’t necessarily reflect all the different parts of our business. At Channel 4, we had a channel, but also a production company that makes films, and the site had reviews as well. None of them were really working together, as they had different objectives. We wanted to bring someone in who could facilitate that a little bit, but also to talk to our users, run user experience, help with strategy, do competitor reviews, and then go on to do the design and UX for the site.

SOLUTION

What was the scope of their involvement?

We had an initial six-to-eight-week exploration period with the goal of coming out with the objectives we wanted to achieve. Within that, we talked to users for our survey, which was put together with Super User Studio. We also did some focus groups, which they ran at their offices. They built a prototype as well, based on some of the feedback we were getting. I think we did two rounds of talking to the focus groups. We went back with something to show them the second time. In that phase, they also did a full competitor review, which was presented back to us. They were very involved in all the stakeholder meetings I had, often helping with facilitation.

They did work on personas as well. I think we already had personas at Channel 4, but we didn’t have any that were specific to film. Super User helped us to define three key personas for us. Once that was done, they went on to looking at concept designs, once we knew what the site was going to be. That was run in quite a waterfall way, because we had to get a lot of buy-in across different stakeholders to get to the branding, which is very sensitive and important. That was the next process we went through, and we got to the point where we agreed on a high-level concept.

Then it was very much about working on the design and UX in much more detail, going down to wireframes, and then eventually designs as well. That process probably took a couple months, and they worked with our internal tech team. We mainly focused on the website, but we were looking at a responsive design that would work across anything. It needed to look good on mobile and iPad as well.

How did you come to work with Super User Studio?

We did a proper request for proposals. I think there were four companies. I don’t know how we initially found them. We went sent out a brief, and they had to come in and present to us. We were just really impressed with them.

How much have you invested with Super User Studio?

I know it started off at about $60,000 for the initial stuff, and then the larger piece of work was about $120,000. The total might have been somewhere in the $200,000-250,000 range, but I’m not 100% sure. 

What is the status of this engagement?

The project started in August of 2011. The main website they were working on went live in November of 2012, but they continued to work with us. Following the launch, we did some testing, and then we did a few more sprints in 2013 for improvements. I think we did some multivariate testing with them as well. I think the last paid work they did with us was in 2013, but I kept in contact with them after that.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

Our site was nominated for a Broadcast Digital Award. We increased repeat visits, and there was definitely a positive uplift in engagement. I don’t know if we grew the user base particularly because it’s quite a specific group of people who are interested in film.

There was a lot of feedback from the users at the time over Twitter. We had quite vocal users of the site, and people are very passionate about film. They really liked the site. A lot of people said it was nice. Internally, people were very happy with it. The fact that people didn’t want to change it, to a certain extent, showed how happy they were with the design. It still looked modern for a long time. Things can change quite quickly, but the site kept its ground for a long time, which was good.

How did Super User Studio perform from a project management standpoint?

They were always on time. Sometimes with agencies, you feel they’re struggling at the last minute and trying to get extra time. Super User Studio was always very organized. I always had complete trust in their timelines. I knew they would never sign up to anything they couldn’t achieve. When they did need to put in extra work, they always did, so I was really happy. They were quite good at knowing what the steps should be and how to manage us to help with that as well.

What did you find most impressive about Super User Studio?

They’re really nice people, and I really got on with them. I thought they were very personable. Also, they are quite experienced. There are a lot of agencies where people are in their early twenties, and that’s completely useful for other things as well. Super User has been in the TV industry before, they’ve been in this industry a long time, and they had really good knowledge, experience, and things they could teach us. I think that was very good. They were just quite strategic. They covered design, UX, and a little bit of business strategy as well. They’re a small agency, but they knew their stuff. They could cover quite a lot of bases and roles within what they did. They were also very good at presenting and facilitating meetings with lots of stakeholders, which can sometimes be quite difficult.

Are there any areas Super User Studio could improve?

Not really. I was always very happy with them. I personally didn’t have any problems at all. I think they were great.

5.0
Overall Score I quite enjoyed that project. They helped to make a difficult project easy and enjoyable.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They were very clear about that. We were never in a position where we had to move meetings because they couldn’t make deadlines. It was always very clear.
  • 4.0 Cost
    Value / within estimates
    They were pretty much the same as everyone else. A lot of agencies are quite expensive.
  • 5.0 Quality
    Service & deliverables
    They delivered everything they said they would to a very high standard.
  • 5.0 NPS
    Willing to refer
    I already have referred them to people.

SaaS Interface Redesign for PR Company

"They were able to tailor their expertise quite well to the situation."

Quality: 
4.0
Schedule: 
4.0
Cost: 
3.5
Willing to refer: 
4.0
The Project
 
Confidential
 
Jan. - May 2016
Project summary: 

Super User led UX of a communication database software, as well as a full relaunch after a major acquisition. Their work included competitor analysis, user interface redesign, and company aesthetics rebranding.

The Reviewer
 
51-200 Employees
 
London, United Kingdom
Simon Ingram
Former Head of IT, Vuelio
 
Verified
The Review
Feedback summary: 

Super User excels in creative UX redesign, needing only minimal direction. They’re organized in terms of deliverables and timeliness, and their small team allows a personal touch on every effort. They are an attentive team, searching for the best methods instead of taking a formulaic approach.

BACKGROUND

Introduce your business and what you do there.

Vuelio is a software-as-a-service company. They provide software to the PR community and the corporate communications community. People use it for managing their interactions with the media. Part of what the system supplies is a media database based in the UK, and there’s an option to buy an international database, and also media monitoring services. I was the head of IT when I worked at the company. I covered all of product development.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Super User Studio?

We were in the process of merging three companies together. One of the things we needed to work on was the user experience of the user interface. We also wanted to relaunch the company following the acquisition and the merger. We needed a facelift to the product.

SOLUTION

What was the scope of their involvement?

The timeline was aggressive. The focus was around the user interface, the design, and the aesthetics. Super User Studio laid out a program of work that started off with an analysis of the current system and compared it to other competitor products. Then they proposed two different approaches to concepts for the new look and feel. We favored one of them but we asked them to incorporate some of the elements of the other one and Super User Studio came up with the final design concept that was adopted. From that, they produced the digital assets. They didn’t do the development work because we had people who could do the HTML work and put it into the actual product. They produced the icons and the overall design concepts and the PSDs. They looked at the landing page which has the navigation elements. The site is a series of modules but a lot of the modules are similar in look and feel in that they have a search message, filtering, you can see a record, you can search a number, you’ve got a data entity form. We didn’t need them to do every single module in the system. We just picked a couple of the modules. They looked at the overall framework as well and how that was laid out. They moved the whole menu navigation from the left-hand side to the top. I worked mainly with Stewart, but he had a couple of people working with him.

How did you come to work with Super User Studio?

We did our own research in the market through Google. I think we went through one round and we didn’t find anybody suitable. And then we reached out to about three or four others. Some of the firms struggled to quote for the work because they thought we hadn’t gotten the project laid out in terms of what our requirements were. Super User Studio was able to work with a lower level of direction initially and put together a reasonable proposal in terms of both their portfolio and how they intend to service our needs.

What is the status of this engagement?

We started working with them in January 2016 and was completed in May 2016.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

I don’t know any of the metrics. The implementation and release came after I left the company.

How did Super User Studio perform from a project management standpoint?

They work in tandem and they were very attentive. They always made themselves available to come into the office, or available for a Skype call to go through progress and to check where we are and validate the work. I was happy with that. We used Basecamp for project management.

What did you find most impressive about Super User Studio?

I haven’t worked with many other providers in that space. They’re reasonably small which means they can give a very personal touch to the work. They were able to get a good understanding of what we needed rather than just giving us a formulaic approach. They were able to tailor their expertise quite well to the situation.

Are there any areas Super User Studio could improve?

There were more issues on our side than theirs.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
    Any delays were because of our team. If they weren’t going to meet a deadline, they would always let us know.
  • 3.5 Cost
    Value / within estimates
    I don’t have much to compare them to. They weren’t cheap but they gave a reasonable service.
  • 4.0 Quality
    Service & deliverables
    It’s professionally delivered.
  • 4.0 NPS
    Willing to refer

User Experience Optimization Projects

"The reason I chose them in the first place is because they actually challenged my thinking."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
2009 - 2015
Project summary: 

Super User Studio analyzed UX for several websites. They focus on improving the user journey, increasing follow-through rates, and visualizing that data in order to advise and improve business decisions.

The Reviewer
 
201-500 Employees
 
New York, New York
Scott Heyhoe
Director of Solution Management, Questback
 
Verified
The Review
Feedback summary: 

Super User challenges UX expectations by finding new and creative ways to enhance the user journey. They are clear about their role and timeline, while remaining flexible. The team brings up good questions, and their innovation is what really makes the difference between good and great UX.

BACKGROUND

Introduce your business and what you do there.

Questback provides feedback platforms for large enterprises. We gather feedback from employees and customers of companies and generate insight from that, so that they can take action to improve their business. I’m the global director of business solutions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Super User Studio?

They worked on two different UX projects for the two previous companies I worked with.

SOLUTION

What was the scope of their involvement?

The first time I used Super User Studio was eight years ago. The company I worked for at that time was called Thomsons Online Benefits. We provided financial products to employees in the workplace like private medical insurance and childcare vouchers. The issue that we had was that lots of the employees of our customers were just not completing their sign-up registration journeys. They were logging into the system and were being asked to make choices around how much money they wanted to put into their pension or their 401(k). They didn’t have information at their fingertips to do it, and they’d have to wait until they got home. That sort of broke the journey, and the number of incomplete journeys was around 80%. I brought Super User Studio in not just to change the user interface, but have them think about the whole journey and help employees through every step of that journey. Super User Studio was able to accomplish that goal and, as a result, the number of dropouts went down to 20% or 30%, so the improvement was dramatic. The project lasted two years.

The second time I used them was with a company called SHL that provides workplace assessments for companies that are recruiting new staff to ensure they were hiring the right people with the right skills, background and future capabilities. It was also a way of gauging how to help current employees develop as individuals and leaders. We were finding that you get the best benefit from using a system like that if sit down and start the journey and complete it, end to end. We were finding that people were getting stuck halfway along the journey. Once they stopped the journey, they had to restart. Once we’d collected all of the data, we needed to share it with different senior individuals inside the business, whether that was inside the human resources function or the finance function or even up at the board level, where they wanted to see the metrics and the outcomes of all of this data. They could see what sort of people they were hiring, how long they were staying, and what kind of improvements they could make. The other part of the work that Super User Studio did was not only to connect the employee journey, but also to visualize the data that was collected in such a way that directors could immediately understand where there was an issue and navigate to the root of the problem.

For both of these previous companies, we had in-house developers. Super User started even before the wireframing because they ran focus groups with employees and customers to try to understand the journeys and concerns they had. They would then wireframe them up. One of the things that helped a lot was that they would prototype the wireframes and populate them with some data. We were able to give the sales guys clickable demos on the system. In the background, the development teams were building it on the system for real.

How did you come to work with Super User Studio?

The first time I used them, we published an invitation and there were seven or eight respondents. I shortlisted the list to three and then took an active part in having them come in and do demos. They could explain what they could do, have a look at our requirements, and explain how they might go about that. And because it was an area for which I was directly responsible, it was me that made the choice to bring Super User in on that particular one. When I moved to SHL, it was another part of the business that I could see needed some help with their user experience and their user journey, so I recommended Super User Studio. At SHL, they also had other bids and Super User won it. Having my recommendation certainly helped to get them onto the short list in the first place.

How much have you invested with Super User Studio?

The cost for both projects was between 100,000 and 200,000 pounds ($129,000 - $257,000).

What is the status of this engagement?

We started working with them at Thomsons in 2009 and they continue to work with Super User even though I left in 2011. The project at SHL lasted 18 months from 2013 to 2015.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

With Thomsons, the number of employees that were dropping out of the journey before Super User’s work was 84%. After their work was completed, that dropped to 37%. That was a 57% improvement of people actually getting through and completing the journey. That also had an impact in that we were getting far fewer calls into our contact center because the journey became intuitive. If anybody got stuck, they got help right away, from logging on and lost passwords, all the way to the submit button at the end. We saved the equivalent of two full-time employees in the contact center.

The first time Super User came in to demonstrate the new user experience, I had the sales director in the room to have a look, and he actually never got to the end of the meeting. He wanted to leave the meeting to tell people about it right away. For me, in many respects, that was almost the best result, having the director running out of the room halfway through the demo. It’s a great anecdote, and it just shows how, in an instant, it made a difference. It was about six months before the competition started to wake up to what had happened. It felt like we were closing more deals in the following six months until the competition thought about what they were doing. It certainly gave us some competitive advantage in the market.

How did Super User Studio perform from a project management standpoint?

They’re great. There are two parts to it. One is, they’re very clear in terms of statement of work roles, responsibilities, and deliverables from the beginning of the project. They’re very flexible. The nature of these projects has an element of discovery. They prototype things, and they’ll try them out with customer focus groups. They showed those to us and we give them feedback. They were also good about sharing their suggestions in ways that were creative. They had good control over the timelines and deliverables and were flexible along the way in order to meet my expectations.

What did you find most impressive about Super User Studio?

The reason I chose them in the first place is because they actually challenged my thinking. We had a fairly linear user experience. It felt a little bit like you were filling in a 20-page form. And actually what I was expecting, and what the other two shortlisted bidders provided, was a way of making that it all appear a little bit slicker and a little bit nicer, whereas what Super User did was provide an engaging user journey. They thought about how the user would use it and what would encourage them to move from one step to the other, and where they might need help, and how we can build knowledge into the workflow to help them to complete that. They’re challenging on the one hand, and they’re very user-centric on the other. They tie those two things together to help the user get through the journey. Our company received a benefit from their work.

Are there any areas Super User Studio could improve?

Nothing comes to mind. They’re challenging, and they’re flexible. Both projects were successful.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They met every deadline.
  • 4.5 Cost
    Value / within estimates
    They were more expensive than other firms but we got more value from them.
  • 5.0 Quality
    Service & deliverables
    They delivered on time and went above and beyond what I was expecting.
  • 5.0 NPS
    Willing to refer

UX Design for Employee Benefits Software Solution

"They have the ability to understand highly technical requirements, and they’re able to convert that into a simple user experience."

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Nov. 2011 - Ongoing
Project summary: 

Super User Studio redesigned an employee benefits software. They performed a market analysis to create a modernized and competitive UI and formulated a design language.

The Reviewer
 
201-500 Employees
 
London, United Kingdom
James Amner
Product Manager, Thomsons Online Benefits
 
Verified
The Review
Feedback summary: 

Their frontend design increased user engagement. Super User Studio displayed a rare skill for a UX design team: they understood business challenges and technical requirements. They used Basecamp, Zeplin, Trello and Excel to effectively manage the project.

BACKGROUND

Introduce your business and what you do there.

I’m a Product Manager for Thomsons Online Benefits, which is predominantly a software company. We produce software solutions for global corporate clients in the employee benefits market. We provide administrative capabilities for managing benefits. Employees can access our portal when researching the benefits a company may offer and making choices from the benefits available to them.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Super User Studio?

We wanted a fundamental redesign of our user experience. Up to that point, we didn’t have any UX [user experience] design involvement in our software; it had just evolved from internal development expertise. We decided we needed to bring in experts.

SOLUTION

What was the scope of their involvement?

We wanted to create a whole new frontend for the software. Super User Studio helped us through every aspect of the redesign process. They worked on persona development, wireframing, and user interaction flows. Since the first redesign project, we’ve also used them for smaller projects here and there.

Recently, they’ve completed another redesign of the software. This project involved a bit of wireframing, but it was a lot more heavily focused on UI [user interface]. Our goal was to achieve something that is responsive and a market-leading user experience. We asked them to do an independent market analysis to assess what our design approach should be from an UI perspective. The review included our specific market and similar types of software applications in the more general market. They gave us a holistic feel for the direction we should take. They then took that to the next step, formulating a design language for the whole application. They worked together with the internal UX team we've hired since to hand everything back over to us. They’ve really helped us through two complete evolutions of our frontend.

How did you come to work with Super User Studio?

Their name came up when we searched for consultancies covering London. We went through a short tender process with several companies, and Super User Studio stood out as being very capable. They took the time to understand our industry in ways we didn’t see from the other firms. They also presented prototype designs that really resonated with us. Most importantly, we felt that they bonded with us in that process. I came away with a sense of comfort. They demonstrated that they could manage the project and stick to deadlines.

How much have you invested with Super User Studio?

We’ve spent between £50,000 and £100,000 a year over the course of our six-year relationship.

What is the status of this engagement?

We first engaged with them around November of 2011, and the relationship is ongoing. The most recent project was completed about three months ago. Now, we’re looking at ways they can help us extend the capacity we’ve got right now.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

The work they’ve done has primarily been around our employee-facing frontend, so we look at engagement statistics. We’ve got evidence more that employees are completing our key user journeys as a result of the changes they've suggested. We’re delighted with their work.

How did Super User Studio perform from a project management standpoint?

Although they’re not local to us, that has never been an issue. We’ve used a variety of tools with them. They’ve used Basecamp, which has worked fairly well. They’ve also used Zeplin quite heavily as a distribution tool for working designs. We’ve used Trello at certain points to help with prioritization and Excel to manage project timeframes. They have always been outstanding at holding to deadlines they've set; these only ever change when we change the scope and that's clearly communicated.

What did you find most impressive about Super User Studio?

They have a bit of a niche in the enterprise business software market, particularly in SaaS [Software-as-a-service]. What we’re delivering is very much B2B, and that is where we see their strength. They have the ability to understand highly technical requirements, and they’re able to convert that into a simple user experience. That’s really the heart of our business, and that skill is not one that you find in any UX team. They take the time to really understand our business, and they work particularly well in that HR-centered market.

Are there any areas Super User Studio could improve?

Sometimes, they focus too much on exploring a particular avenue when it’s not something we think we might get around to delivering.That said we always welcome their creative thinking around alternative approaches. We’ve learned to manage this on both sides of the fence. Being absolutely clear on the scope would have helped at times.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
    Their project management is excellent. The only times we’ve slipped is where we’ve had scope change. Their ability to produce the deliverables within the given timeframe is unparalleled with any third party I’ve worked with.
  • 4.0 Cost
    Value / within estimates
    They’re not the cheapest, but we get what we pay for. It would be great if they were cheaper, but that’s just fine if they continue delivering quality.
  • 5.0 Quality
    Service & deliverables
    Most of their work only goes through one review process, and then they absolutely nail it. That ability to get it right is part of why we continue to work with them.
  • 5.0 NPS
    Willing to refer
    We would definitely recommend them.
Verification

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Verification Level
Silver
VERIFIED
Business Entity
Status
Active
Jurisdiction of Formation
United Kingdom
ID
6717922
Date of Formation
Jan 29, 2019
Source
Companies House
Payment & Legal Filings
International Credit Risk Assessment
Very Low Risk
Last Updated
May 16, 2019
Client Reviews
VERIFIED CLIENT REVIEWS
5
OVERALL REVIEW RATING
4.8
Source
Clutch
LAST UPDATED
October 22, 2018