UX & Content Strategy for Design Software Company
- Content Marketing Content Writing Services
- $10,000 to $49,999
- June - Oct. 2022
- Willing to Refer
“Tendo Communications truly became an extension of our team, facilitating a seamless experience.”
- San Francisco, California
- 10,001+ Employees
- Phone Interview
Tendo Communications helped a design software company audit their learning website and rework all of their pages. Their scope included writing new content and providing suggestions to create a better UX.
The client was pleased with the changes implemented, as they improved the site’s messaging and attracted more qualified users. Tendo Communications was collaborative and open to feedback, acting as an extension of the team. They leveraged many technologies, like Slack, Microsoft 365, and Confluence.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m a product manager at a design software company. Our group is responsible for helping customers in the educational and professional sectors learn our software and build their skills. As customers get more skilled in our software, we also offer them the possibility to study for and take a certification exam so that they can prove their skill set level in the market.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Tendo Communications?
We have a website dedicated to driving people into our online courses for self-paced learning. Our website was originally launched in 2020, and our vision for it slightly changed over the years. Thus, we were looking to do some rework of the site to improve our messaging in the direction we were now taking.
What was the scope of their involvement?
Our website had around 30 pages, and Tendo helped us rework each page to improve our messaging. Initially, we provided them with a lot of documentation and PowerPoint presentations so that they could assess our vision.
From there, Tendo’s services included writing content and giving us suggestions that we were able to implement over the course of a few months as incremental improvements to the site. These suggestions were focused on creating a better information organization and improving our copywriting.
Tendo’s service had a UI/UX audit component to it. They gave us feedback on the existing page structure and recommended improvements. As we were implementing these improvements, their team also helped us develop our copy and made recommendations for call-to-action buttons and other elements of that nature.
A lot of Tendo’s suggestions were around thinking outside of our own corporate structure and internal communication and start thinking in terms of how the customers both use our site and communicate with us. Therefore, we eliminated a lot of our company’s jargon to make our content more approachable.
For each section of our site, Tendo customized their suggestions and solutions based on the pages we were looking at. Some pages had little changes, and others had more significant changes based on their suggestions for better presenting the information. The bulk of their deliverables were copy decks.
What is the team composition?
We worked with four teammates from Tendo, including Zack (VP of Account Services), Elizabeth (Content Strategist), Amanda (Account Director), and a product support person.
How did you come to work with Tendo Communications?
Tendo was already working with another part of our team, but we paused the collaboration when we changed our vision for the overall site. Still, we decided to reinstate them for this project with a smaller scope than they originally had.
I know that we had worked with Tendo on various other projects, but I don’t know how we originally found them. Still, our usual procedure for finding partners is through internal referrals first. If we aren’t able to find someone this way, we then start a research process.
How much have you invested with them?
We spent around $30,000.
What is the status of this engagement?
We originally started working with Tendo on this project around April 2022, but we paused the collaboration. Then, I restarted our engagement in June 2022, and the project ended in October 2022.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
I usually create a quarterly report to show the work we’ve done. When I launched the report for the work done with Tendo, I received a lot of great feedback. We were very limited in what we could do with the site due to the technology stack. Still, Tendo pivoted quickly and was able to help us work through every page of the site.
Moreover, Tendo was very flexible across the board. Their approach allowed them to provide very customized recommendations for each page while staying within the limitations of our site and keeping the overall vision of how we wanted to communicate with our customers.
Before implementing these challenges, one of our main challenges was driving customers into learning and then into our certification exams. After the project, we saw a more focused group going into certification exams. Thus, Tendo’s work helped people understand better what a certification exam was, how to get ready for it, and how to know when to take it.
Tendo improved a lot of our language, helping users understand why they would want to take a certification exam and when to sign up for that certification. As a result, we’ve seen an improvement in our pass rates for exams because we now have more qualified candidates going in ready to take and pass the exam.
How did Tendo Communications perform from a project management standpoint?
Tendo was great to work with. Even though we worked remotely, they were very integrated with our team and always had the right representatives on our weekly calls. Additionally, they were open to our feedback and requests, and they made great suggestions along the way.
One of the main challenges of being a large company is that we have to get across various silos to get our work published. Still, Tendo was able to help us prepare and submit those requests to our publishing teams. Additionally, we were very efficient in meeting our deadlines. We updated our site through multiple releases, and Tendo kept up with us the whole way.
Throughout this project, we used a lot of collaboration tools. The main tools we used were Confluence for daily tracking and storage and Microsoft 365 (previously known as Microsoft Office) for our presentation materials. For example, we used Microsoft Word to create our copy decks using templates that our web publishing team had developed.
Those templates were not very intuitive, but Tendo was very flexible and adaptive. They were able to work with those templates and make text changes so that the publishing team could see them. Additionally, we used email for document sharing between meetings, Slack for daily communication, and OneDrive for storage.
What did you find most impressive about them?
Firstly, Tendo truly became an extension of our team, facilitating a seamless experience. They were as involved as our internal teammates in our conversations, asking questions and doing research. Additionally, they joined our weekly calls and were always available to answer our questions over Slack, which was very helpful.
Secondly, Tendo’s level of insight was outstanding. Having a fresh set of eyes from a team that wasn’t thinking about our business’ day-to-day workings was very helpful because they were able to open our eyes to how our customers see our site. Basically, they told us how our customers saw the website and how to make it better.
Are there any areas they could improve?
I can’t think of anything Tendo could have improved on.
Do you have any advice for potential customers?
Engage early and often with Tendo. Once they know what you want to do, they’ll act like a second brain for you. Thus, the sooner you engage with them, the more benefit you’ll get.
Service & Deliverables
"We had to iterate on a couple of things. Still, they were helpful and open to feedback."
On time / deadlines
Value / within estimates
Willing to Refer5.0