What evidence can you share that demonstrates the impact of the engagement?
We’ve licensed the product to 10 or more of our clients off the back of this redesign, and the list has continued to grow at a higher rate over the course of 2020. That probably has more to do with our sales strategy and incorporating the product inside the package of what we sell.
The reason we’re able to do that is that we have a nicely-designed product that’s very easy to sell. That’s a result of the design work done by Super User Studio.
How did Super User Studio perform from a project management standpoint?
They were incredibly detail-oriented and had a rigorous methodology for approaching UX design. Along with that, they were just deliverable- and task-oriented. The team was really good at project execution, communicating timelines, statuses, delays, and scope creeps, and putting together a project plan and tracking against it.
It was a really important requirement for us to make sure that we could run a well-organized project and meet pressured deliverables and timelines. We communicated at least once a week during the course of a project, depending on the phase.
There were phases where we were in a lot of active workshops, just going through design concepts or user requirements and research, and we would talk every day during those.
What did you find most impressive about them?
It’s the rigor behind their approach. As I mentioned, they have a rigorous methodology for how they approach UX design. Our company’s building home-grown tools. The core of our business is consultancy in the marketing analytics space, and not software product development.
Even though we’ve been developing products for 20 years, those products weren’t focused on UI/UX design, but rather the technical and functional aspects. One major contribution from Super User Studio has been training us to think about UX design properly, and enabling us to define it through a rigorous methodology that’s user-led.
They have a framework by which they stress the importance of user testing, early prototyping, and validating concepts with end-users through user feedback and research. While doing those tasks can seem quite tedious, what comes out of it is Super User Studio making what feel like very strategic recommendations.
We get a lot of great insights from them about what they’ve been able to gather from a set of user interviews around what they see as the main pain points and challenges of a user, and translating that into a design for our solution.
When we were at the same user interviews listening in, Super User Studio was always able to conclude different insights and make recommendations that we wouldn’t have. That’s the real value of what they bring.
They’re really clued in on how to translate user needs, challenges, and pain points, into a really useful UX design that’s going to address those main pain points and challenges.
Are there any areas they could improve?
We’re very much in startup mode with our product, and there’s a long road ahead of us in product development. We’re three and a half years into building out this redesigned product, and, when I look at the backlog of everything we have to do, I see that we have a long road ahead of us.
I think that we’re trying to do things very quickly, and our challenge is in trying to balance the rigor of the methodology with speed. That’s not necessarily a criticism; it’s a matter of figuring out how we can ensure that we can be really rigorous in our UX design while doing it at speed and without cutting corners or losing design quality.
Do you have any advice for future clients of theirs?
With the user-led design approach that Super User Studio takes, from the client-side, it’s a matter of ensuring that we can provide access to all the right stakeholders that need to participate.
As the product owner, I’m not the only stakeholder that needs to interact with Super User Studio. They want to interact with actual end-users and with the business leadership in order to tie product strategy to business strategy, and product vision to business long-term vision.
My advice is for clients to make sure they can coordinate that process and provide the appropriate access to Super User Studio.