UX Labs

BACKGROUND

Please describe your company and your position there.

Senior digital marketing specialist at Rewaa, Rewaa is a B2B SaaS we serve the retailers in Saudi Arabia with a POS and an inventory management system

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire UX Labs?

Our UX/UI was a bit outdated with a score of 5/10 and it was time to work on it

SOLUTION

How did you select this vendor?

I have actually found them on Google search while I was looking for a freelancer but we found out that they've served many companies in Saudi Arabia and this a huge advantage for us

Describe the project in detail and walk through the stages of the project.

We have first started with stakeholders workshop where they heard from us about the business overall, then they've done an intensive analysis to the current website moving forward to general audit, after that we discussed the sitemap and made a couple of changes, wireframing & interaction design and finally they've started style guidelines and UI design for the website

How many resources from the vendor's team worked with you, and what were their positions?

Senior UX designer Senior UI designer Management also

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We're pleased of the service they've provided but we haven't implemented the new UI

How effective was the workflow between your team and theirs?

The communication was amazing, slack, emails, phone calls whatever it takes

What did you find most impressive or unique about this company?

their UX/UI skills blew me away. They have done an intensive competitor analysis with direct and indirect competition which was incredible

Are there any areas for improvement or something they could have done differently?

Scoring system to our current website against the new one

BACKGROUND

Introduce your business and what you do there.

I’m the product manager for a government company that designs software for the educational sector.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UX Labs?

We needed UI/UX help.

SOLUTION

What was the scope of their involvement?

UX Labs worked on our UI/UX design for two projects. The first project involved redesigning the UI of a management system. 

The second project was a system through which parents can select a specific type of school, apply for admission, and pay the tuition fees through the application. They can also make a contract between them and the private school. The platform serves as a conduit between the parents and the private schools.

UX Labs also provided user research. They asked target audiences specific questions related to the project scope. When they design a specific UI, they convert it to a prototype and share it with the target audience of the parents and the school owners to get feedback. Then they take the feedback and modify the UI, then they deliver it to us.

What is the team composition?

They assigned three people including a project manager.

How did you come to work with UX Labs?

We had a UX/UI department in our company but they didn’t have the ability to work on these projects. We recommended UX Labs.

How much have you invested with them?

We have invested between $50,000-$199,999.

What is the status of this engagement?

We started working together in June-December 2020.

RESULTS & FEEDBACK

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

We asked our new UX/UI team in our company for feedback.

How did UX Labs perform from a project management standpoint?

Their communication and management skills were great. Our teams used ClickUp to collaborate.

What did you find most impressive about them?

UX Labs is very collaborative.

Are there any areas they could improve?

They could better focus on some details. They delivered some UI but they didn’t dig into some details of it.

Do you have any advice for potential customers?

I recommend working with them.

BACKGROUND

Please describe your company and your position there.

SharedTech , a Software company focused on Cloud SaaS products that serve the Gov agencies to improve engagement.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire UX Labs?

We were working to develop new citizen policies engagement platform. we were looking for a partner to work with us to study, analyze, enhance our UX and UI. and after a deep search, we choose to work with UX Labs, they got all that we need to make our project done in the best way.

What were your goals for this project?

- UX study - User journey research - UI enhancements - Product research

SOLUTION

How did you select UX Labs?

We did research, we contacted more than 12 agencies. we ask them about their experience, team knowledge, previous projects. UX Labs were the best after reviewing all of them.

they have understood our concerns and got what we are looking for and did a starter research that makes them the best partner willing to work and make this project going well.

Describe the project in detail.

Citizen policies engagement Platform to make the voice of people in the country louder when it comes to developing the policies. take their experiences, their knowledge and try to fit it in a system can read it and make the decision-makers the feedback to enhance and developed the Gov policies to be fit and reviewed well and maximize the acceptance of the polices.

What was the team composition?

We have a product department, each product has a product manager. product manager was the response to communicate with UX Lab project manager, we involved our technical team and we did with them multi able brainstorming to make sure that the scope of the project is well defined.

our product manager was the one how to do aware and make us aware of the progress and make meetings to make sure everything well. we also involved Gov employee and do sessions with citizens to understand everything about the platform and how we can make it better and above the expectations

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

project was success, we got a lot of thing :

• mind maps.
• UX study
• UX research
• User journey
• Sessions and brainstorming results and feedback
• UI design
• after project review with the technical team to make sure that we made it as the result come
• 3 months after, UX Lab did research after lunching and check if we have something we need to improve and watch the customer experience very well.

How effective was the workflow between your team and theirs?

The team was great, efficient, and task-oriented. project progress and team members from both and them were working as one team.

What did you find most impressive about this company?

• Knowledge
• Experience
• Open to talk and review
• After-sale services was great
• Working smoothly

Are there any areas for improvement?

nothing

BACKGROUND

Please describe your company and your position there.

I am the senior user researcher at Careem. Careem is a vehicle for hire company which is a subsidiary of American company Uber. It is based in Dubai, with operations in over 100 cities in 15 countries in the Middle East, Africa, and South Asia.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire UX Labs?

Careem was looking to understand how their customer base in a number of Middle-Eastern countries thought about and related to financial service, financial planning, and financial literacy. We engaged with UX Labs to help us plan and execute the research in Jordan.

What were your goals for this project?

The goals of the project were to get a detailed understanding of how Careem's customer base related to most things financial, focusing on behavioural and cultural aspects impacting their habits and preferences.

SOLUTION

How did you select UX Labs?

I searched for design and UX research agencies in the GCC wider Middle-East and came up with a list of 3 that seemed promising. I reached out to each with an RFP and from the responses, I decided to have a follow-up conversation with UX Labs to better understand them, their approach, and experience. What convinced me that they were the best ones for the job was their regional understanding paired with their professionalism and the quality of their previous work.

Describe the project in detail.

I created an initial research plan in order to achieve the project's goals. This was then shared with Bara at UX Labs and we had a few follow-up meetings in order to ensure that the plan would fit the Jordanian context and be successful. Once all was agreed on UX Labs executed the plan and shared the consolidated insights from their research with me as well as the full interview transcripts. Once I had gone through their material we scheduled a meeting so that I could ensure that I had understood the insights fully.

What was the team composition?

I mainly interacted with Bara and occasionally with other members of UX Labs, but my understanding is that there were two researchers assigned to the project from their side.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Thanks to their efforts Careem was able to build a project roadmap and strategy for their Wallet feature that took the local requirements of Joran into account and avoided creating a generic solution that did not factor in the preferences and needs of the local users.

How effective was the workflow between your team and theirs?

Everything went perfectly. Their team was easy to reach whenever the need arose.

What did you find most impressive about this company?

The quality of their work, both in execution as well as in output is well above what I have come to expect from similar agencies in the GCC and Middle-East.

Are there any areas for improvement?

It would be nice if they had a bigger presence in the region, as it's difficult to find local agencies you can trust to get the work done in such a good way.