Your strategic partner in designing eXperiences

UXReactor is a full-service UX design consultancy headquartered in Silicon Valley, United States. It has impacted organizations of all sizes, from Fortune 500 global organizations to back of napkin startups. From understanding and redefining the digital eXperience to integrating design-centricity into a cornerstone of an organization. UXReactor is the strategic partner in catalyzing beloved eXperiences designed with deep empathy and understanding.

It starts with PragmaticUX, a proven process to unlock design solutions to business problems that are consistent, replicable, measurable and scalable.

At UXReactor, we believe that the success of our partners is the true metric for our success.

 
$25,000+
 
$150 - $199 / hr
 
50 - 249
 Founded
2014
Show all +
Pleasanton, CA
headquarters
  • 5870 Stoneridge Mall Rd,, Suite 125
    Pleasanton, CA 94588
    United States
other locations
  • 1012 to 1014, 10th Floor, Manjeera Trinity Corporate, Survey No. 1050
    Hyderabad , AP 500072
    India

Portfolio

Key clients: 
CDW, Citrix, VMware, Nokia, AmericanExpress, Tekion, WorkSpan, RedSeal, 8x8, DataCore, AVI Networks, Earlens, Tesla, CloudPhysics and Provarity.
Awards Image

Awards

We UXReactor, an eXperience design, and strategy consulting firm have been awarded for the following 

 

1. In 2018, CIOReview India recognized UXReactor as one of the “20 Most Promising UI/UX Solution Providers” 

 

2. In 2019, FastCompany awarded and identified UXReactor in collaboration with Tekion as one of the 40 best companies across the world for superior UX designs out of 4,300 entries worldwide.

 

3. In 2020, Inc 5000, the prestigious ranking of America’s fastest-growing private companies, ranks UXReactor No. 2,383 on the Inc. 5000 list with 174% Revenue Growth.

Transforming Telecommunication eXperience Image

Transforming Telecommunication eXperience

Nokia is helping Telefonica, a telecommunication giant, create a service-oriented and customer-centric environment to enable a better eXperience for its subscribers in the United Kingdom.

 

CHALLENGE

It is critical for large telecommunication service providers to proactively

monitor service performance and network metrics to ensure high levels of customer satisfaction and retention. However, siloed operational functions and multiple technology tools created a barrier for operators to quickly access the information they need to serve their customers. Therefore, they asked for our help in creating a delightful experience for these operators so they can address customers’ issues quickly and efficiently.

 

APPROACH

  • We facilitated an eXperience roadmap workshop where we identified 18 unique experiences for service operators and narrowed down to 15 major issues that were a source of frustration.

  • Using the insights we gleaned from extensive research, we created 7 new design patterns that make it easy for a service operator to consume the vast amounts of their customer experience data in a logically and organized manner. 

  • We developed a robust design system with detailed descriptions about the style and the interactivity of the product to ensure consistency when developing and shipping products at scale.

  • When the system was tested with real operators, they found that the eSOC platform was both a functional and delightful experience that helped operators understand the who, what, when, and why of customer issues in a manner of minutes.

 

IMPACT

  • The new design has the product connectivity and the enhancement that empowered front-line operators to confidently solve technological challenges they faced, which is estimated to have an increase in the efficiency by 5x.

  • We consolidated 5 disparate solutions into one centralized platform for service operators to service their customers. They are now able to process issues seamlessly and 15 times faster, thereby creating more happy customers. 

 

TESTIMONIAL 

“Tremendous emotional response from people… I have never seen anything like that, The things that you guys have done for us has changed the way people think about what we are doing” - Sam Finger (Dir., Solutions Management, Nokia Software Solutions Engineering)

Optimizing an Organization's User-Centered Focus Image

Optimizing an Organization's User-Centered Focus

Tekion was started by former Tesla executive, Jay Vijayan [directly reported to Elon Musk] with the vision of bringing the ease and delight of consumer eXperiences to the Automotive Retail Industry.

CHALLENGE

Like other enterprises, the automotive retail industry is plagued with fragmented solutions and legacy software which have to be redefined by also considering the complexity of the

dealership management system involving over 30 unique roles across 8 departments, allow them to focus more on the customer and less on mundane tasks. Tekion had tried different design firms and engagement models to build sustainable designs but were unable to build design momentum.

 

APPROACH

  • During our user discovery process, we identified there is a huge opportunity to revamp this industry. Traditionally each department of the dealership is siloed and relies on multiple systems and a lot of paperwork to run its processes. The current processes are time-consuming, lack traceability, and are not focused on customer satisfaction.

  • Gathered findings and insights by speaking to 122 users in over 30 user research studies which include ethnographic studies and user interviews to provide better direction for the product.

  • Product and research roadmap sessions were conducted to prioritize and plan the relevant design modules by considering the dynamic needs of the customer.

  • Established architecture for the eXperiences across 8 departments like Sales, Marketing, etc.., with few patentable ideas.

  • The design system was created to ensure the design is standardized across different modules of the product, which became the single point of truth for all designers and developers.

  • Actionable feedback report was created based on QA to ensure the end product reflects the desired eXperiences.

  • We scaled up to 4 design units, each handling 3-week sprints. These units produced 24 end-to-end eXperiences over 150+ sprints.

IMPACT

By the end of our partnership 

  • As per the data in Crunchbase, In 2019, Tekion raised an additional $22 million in funding.

  • UXReactor helped Tekion to transform the organization into an experience culture which also supported them to build an in-house team of 6 designers.

  • In Fall 2019, we were awarded among the best in the User Experience category out of 4,000+ submissions in Fast Company’s Innovation by Design Awards for the Tekion’s product designs.
Improved Customer Engagement, Value Proposition, and Recognition on an e-Commerce Site Image

Improved Customer Engagement, Value Proposition, and Recognition on an e-Commerce Site

CDW is a Fortune 500 provider of technology products and services for business, government, and education, ranging from hardware to security systems and cloud computing. Their vision is to help the customers meet their goals by providing them with technology advice, services, and products.

 

CHALLENGE

When users visit the CDW website, they don't fully grasp how

CDW provides solutions (like providing technology level advice) in addition to their product offerings (like hardware products). They reached out to us to improve the following KPIs:
  • Increase product category and solution (offering) penetration  (e.g., an increase in visitors).
  •  Increase the account creation completion rate.

 

APPROACH

  • By conducting a workshop, mapping click analytics, and baselining user testing, we identified several issues in the existing design.

  • We identified 13 design problems for 7 webpages across 3 tracks and evaluated 18 themes that emerged as solutions. 

  • During the ideation phase, we came up with 50+ unique design ideas that are solving the problems identified through research.

  • Used a data-centric approach to validate the usability of existing and proposed solutions. We also gathered insights from Product, UX, and Marketing teams and finally gave 10+ recommendations, out of them, few solutions were tested and implemented in their website.

 

IMPACT

  • 87% of users tested recognized that CDW is also solutions-focused.

  • The discoverability of Search increased by 60%.

  • The lead generation for new account projected to increase by 79%.

  • Account creations projected to increase by 185%.

 

TESTIMONIAL

“UXReactor will better enable any eCommerce team to deliver improved business outcomes for their products. UXReactor has established the most effective working model to help where it is needed the most” - John Seebeck (Vice President & GM, eCommerce - CDW)

Enabling eXperience Centric Culture Image

Enabling eXperience Centric Culture

Mayank & Amit discovered that many of the companies want to work and collaborate together. WorkSpan is trying to reduce the number of ineffective alliances and missed opportunities with a real-time relationship management platform. They help companies create and manage assets such as programs and campaigns for their alliances in one place. The platform aims to help users discover the power of their network by

bringing to light the connections, opportunities, and information about their partners. 

 

CHALLENGE

Even though WorkSpan has a sophisticated product for different personas, they weren’t reaching their target engagement levels with their current user eXperience, mainly due to the cognitive overload throughout their products and less value propagation on the homepage. WorkSpan reached out to UXReactor to help them reach their targets and also evolve their design process.

 

APPROACH

  • An eXperience audit was done to understand the problems in both the product and the design culture of the organization. 

  • Based on the insights from the eXperience audit we decided to help WorkSpan understand the importance of user-centric design. Through a two day workshop, we taught them about our Product Thinking and Design Doing methodologies.

  • Then, we conducted formative research to understand the real needs and desired eXperiences for the key user personas.

  • After a series of ideations, one of our key solutions was to promote connections and action as much as possible. By facilitating these connections, marketing managers would feel more engaged in marketing alliances to come up with value-adding campaigns faster.

  • Reduced the cognitive load by rethinking the information architecture across the eXperiences to make Workspan a single stop solution for the alliance to manage their assets.

  • Provided a Governance Plan that helps to define a standard process and procedures to the Workspan team.

 

IMPACT

  • WorkSpan now has the standard eXperience culture (Governance Plan) that can be followed throughout the organization. 

  • In 2019, According to Gartner, Inc., a research and advisory firm, WorkSpan has been recognized as a Leader in the Channel and Sales Enablement industry.

  • Marketing managers appreciated the consolidated notifications and action items, which helped improve their productivity.

Redefining Content Reaction at Culture Machine Image

Redefining Content Reaction at Culture Machine

Culture Machine is a media company that helps creators, brands, and traditional media firms reach the right viewers. The company is founded by two visionaries: Venkat Prasad and Sameer Pitalwalla, with a mission to use technology and storytelling to build great media brands that people love.

 

CHALLENGE

Culture Machine used multiple third-party tools and software for video production; however, these tools weren’t allowing them to scale their video production at their desired rate. So, Culture Machine engaged UXReactor to help them build a seamless product that allowed them to scale exponentially. 

 

APPROACH

  • We kicked off our initial in-person conversation to understand the unique challenges they faced. We created a Concept Map of our partner's ecosystem to understand key stakeholders and interdependencies. 

  • We conducted user interviews by interacting with them in person and understood their pain points in accomplishing their tasks.

  • We aligned on the vision of the project and developed a Project Roadmap that broke down the product into different modules, where we then prioritized accordingly.

  • We narrowed down to one scalable solution from 57 distinct solutions and 600 screen variations.

  • We created and tested prototypes throughout the journey using the LBMAR method (Learn-Build-Measure-Analyze-Repeat), a proven method that allowed us to explore and test the problem from every angle.

 

IMPACT

  • Greater automation and error reduction -- The product automated several manual processes which freed the users to focus on key tasks, and thereby reducing manual errors by 98%.

  • Productivity surged 100x as video production grew from double-digit to the quadruple-digit range.

 

TESTIMONIAL

‘I’ve worked with a lot of designers in my career and I can say without thinking twice that you guys are the best designers I’ve worked with” - Venkat Prasad (COO, CTO - Culture Machine Inc)

 

From 0 To 60: Establishing Design Momentum Image

From 0 To 60: Establishing Design Momentum

Ottoq is a stealth consumer startup in the shared economy space. Ottoq engaged UXReactor for an IoT project, which stemmed from the concept of helping people find parking spaces quickly. 

 

CHALLENGE

Ottoq had the expertise in software and a top-notch engineering team to build the hardware towards the real-time parking solution. However, they knew the product wouldn’t

be able to be successful without a usable design. They needed a wonderful eXperience for their user.

 

APPROACH

  • During our ideation, we came up with the business idea of  ‘market place for parking space’ and did our research to validate it. We identified three phases we had to work through. The first was focused on our user (the driver). The second phase was focused on our host (with the hardware). The third was integrating all three to the web so that both users and hosts could keep track of the data. 

  • We started with identifying the right problems and prioritizing them, as planning was crucial to ensure quality output is produced irrespective of the time constraint of going live in 90 days.

  • Driving and finding parking itself was a stressful job, through exhaustive testing of every possible angle of the user eXperience, we were able to empathize with the users and the emotions at every stage and designed the solution which delighted the end-users.

  • We delivered fully functional prototypes that can be used to pitch to their potential partners (with zero investment on code).

 

IMPACT

  • We took them from concept to product with user feedback for successful demos. All in 90 days.

  • Ottoq was able to have successful product demonstrations with the prototypes that resulted in getting the partners to invest in the product. 

 

TESTIMONIAL

"We put in a stringent schedule and set of milestones - all detailed and thoroughly managed. We are extremely pleased with the results of the work done by UXReactor. They are extremely talented and creative - and can turn around things rapidly" - R.K.Anand (CEO - Ottoq Inc)

Building a Design and User-Centric Culture Image

Building a Design and User-Centric Culture

RedSeal is a Silicon Valley-based cybersecurity company founded in 2004. RedSeal’s goal is to help organizations build digital resilience against cyber attacks on their physical, cloud, and hybrid network environments.

 

CHALLENGE

The existing product takes a “one-size fits-all” approach for all users, who are various cybersecurity professionals ranging from network

operations engineers, incident response professionals, and vulnerability managers. They approached us to redefine this strategy and redesign the product eXperience.

 

APPROACH

  • Conducted several types of research, from card sorting, formative interviews, and usability testing, to inform design and business decisions throughout the engagement. 

  • Designed a web version of the product with a new framework of user-centered “workspaces”; these are tailored to specific users with clear starting points for those users.

  • Implemented a cross-functional rapid ideation process to validate the ideas, gather user and business insights which reduce the churn in later stages of design.

  • Created a comprehensive design system that provides a unified base for design and implementation.

 

IMPACT

  • Started a user research function and made user research-driven decisions for designing the product.

  • Co-engineered a cross-functional and end-to-end design process.
  • Enabled the company and its customers to become less dependent on a legacy product by simplifying the new product experience and integrated help throughout.

 

TESTIMONIAL

"They're always ready to iterate quickly" - Kurt Van Etten (Chief Product Officer, RedSeal, Inc)

Converting Collaboration Platform into a Smart System Image

Converting Collaboration Platform into a Smart System

Project X was a stealth startup team made up of AI experts who wanted to reinvent workplace communication and collaboration. They saw an opportunity to unify and optimize the fragmented platforms and tools used by working professionals on a daily basis to eventually help businesses cut down on costs and time spent managing these solutions and refocus their energy on doing the work they’re passionate about. 

 

CHALLENGE

Project X approached UXReactor to evaluate the eXperience of their existing product, gather deep insights on user needs and opportunities, and finally, redesign the product to deliver a seamless and unified eXperience.

 

APPROACH

  • Conducted in-depth user interviews and ethnographic studies with enterprises that varied in size and technical proficiency to unearth their biggest pain points and identify which communication solution they value the most.

  • Performed a Competitive Analysis of 12 popular communications platforms to identify key strengths and areas of untapped opportunities.

  • Ran a series of eXperience Audits and Heuristic Evaluations to establish an eXperience baseline to compare against the Competitive Analysis results. 

  • Created a standardized yet scalable visual language for iOS, Desktop, and TV that conveyed unity while providing the flexibility for enterprises to customize their branding. 

 

IMPACT

  • Defined a synergistic ecosystem of hardware and software solutions that used sensors and AI to deliver an effortless and personalized eXperience.

  • Created storyboards to convey this vision to potential investors.

  • Since the company formed in 2017, a total of $8.7 million has been raised. The company raised $2.5 million in an earlier seed round.

Creating an Engaging eXperience Image

Creating an Engaging eXperience

SiliconANGLE was founded by visionaries John Furrier (Fortune Magazine and founder of CrowdChat) and David Vellante (Founder of Wikibon and ITCentrix) to create a new type of information company that brings unique interactions for both audiences and brands on real-time information using the latest technologies.

 

CHALLENGE

SiliconANGLE had a big user base and had rich

content. They were getting a good number of users, but they visited the website only once and left immediately after reading/watching a single piece of content. The users weren’t utilizing everything they have been offered. They approached us to improve user retention, increase engagement time, and stickiness.

 

APPROACH

  • Research through Quantitative Analysis and click-through analytics helped us in understanding that there is a lack of interactive/engaging elements, personalization, and visual structure leading to only one-time visits.

  • Through quick rapid sketching, we ideated on every possible angle to solve the problems through structuring the way content was presented and discovered, and brought in solutions that could invoke the users to view more content, which was key for understanding the value.

  • We also provided opportunities for user retention by providing interesting triggers through newsletters, whitepapers, and emails regularly.

  • The Visual Refresh helped us in fixing visual and structural issues starting from homepage and articles to the newsletters and whitepapers.

 

IMPACT

  • We delivered an eXperience that made users stay longer and increased engagement time.

Reviews

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UX Management for Supply Chain & Logistics Software

"Their process is rock-solid; it goes far beyond design to really look at the ecosystem of the business in total."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Oct. 2018 - Jan. 2020
Project summary: 

UXReactor was hired to give an overview of the current UX. They owned all aspects of design starting from discovery kick-off to the final deliverable. They conducted a series of SME interviews and more.

The Reviewer
 
51-200 Employees
 
Pleasanton, California
Tom Walter
Director of UX, Blume Global
 
Verified
The Review
Feedback summary: 

UX Reactor's work was instrumental in elevating the client's UX and product teams. Their workflow was seamless as they became an extension of the client's team. They successfully incorporated their thinking without losing delivery time.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Blume Global is a worldwide leader in supply chain visibility and logistics software. My role is the Director of UX.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire UXReactor?

We hired UXReactor to give us a thorough rethinking of the User Experience so far. We wanted to leverage current best practices for elevating the experience. It is a complex process that was in dire need of simplification.

What were your goals for this project?

To increase completion rates for any flow in the creation of a business object; to gain greater visibility, throughout the platform, of a container and/or shipment; to foster consistency of experience across the suite of products.

SOLUTION

How did you select this vendor?

The main criteria for selecting UXReactor was their familiarity in solving complex problems for enterprise software with elegant solutions. Their ability to empathize with the user and keep them at the center of the product development process would give us an unparalleled business advantage.

Describe the project in detail.

UXReactor was asked to create a net new experience for an experimental concept. They owned all aspects of design starting from a discovery kick-off to the final deliverable, a clickable visual prototype. The engagement also involved creating a unified framework that could bring 5 different products into 1 single framework.

To achieve this, UXReactor conducted a series of SME interviews and card sorting exercises, validated the new information architecture through user testing, and proposed 2 scalable design approaches for execution. In later engagements, we engaged with UXReactor again to help improve the UX for existing products where the workflows were incomplete.

They ran initial design audits to identify areas for improvement and conducted multiple discovery sessions with various stakeholders to gather the knowledge needed to deliver a complete, user-friendly experiences.

What was the team composition?

There was a team leader that became our primary contact; she was a UX Strategist. Then we also had several Interaction Designers and a Visual Designer. For the research, we had a Senior Researcher. Rounding out the team was insight and direction from a principal of the firm, the Chief eXperience Officer.

RESULTS & FEEDBACK

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

The work that UXReactor completed for us became the de facto eXperience we leveraged as we sought to redesign the existing product and complete any new features. There work was instrumental in elevating the thinking of the in-house UX Designers and Product teams. We could not have traveled as far and as fast as we were able without their framework and solid deliverables.

How effective was the workflow between your team and theirs?

The workflow is best described as: seamless. They became an extension of our team and embedded themselves in a way that allowed us to incorporate their thinking without losing a beat in our delivery.

What did you find most impressive about this company?

Their process is rock-solid; it goes far beyond design to really look at the ecosystem of the business in total: from the various personas to the onboarding of new users complete to those that have been using the system for a considerable amount of time.

Are there any areas for improvement?

This is a hard question to answer since I became such a fan of their work. If I were pressed to think of a certain factor, it would be how they could simplify their communication in a way that can quickly describe their business impact for the C-suite. For someone in my position, I’d like to have the reasons crafted to readily justify why I hired UXReactor.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

UX, Design, & User Research for Cybersecurity Company

"They're always ready to iterate quickly" 

Quality: 
4.5
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
July 2016 - Ongoing
Project summary: 

UXReactor provides UX, visual design, and user research services for a cybersecurity company. Their work includes setting up new UI standards to help their client transition to a new HTML5 platform.

The Reviewer
 
51-200 Employees
 
San Jose, California
Kurt Van Etten
Chief Product Officer, RedSeal, Inc.
 
Verified
The Review
Feedback summary: 

UXReactor’s work has been well received by internal and external stakeholders. The new interface has been lauded as user-friendly and easy to understand. The team excels at iteration and taking and implementing feedback. Customers can expect a talented team that communicates well.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the chief product officer at a cybersecurity company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UXReactor?

We were looking to build a new platform and move our user interface to HTML5 technology. We didn’t have any in-house UX, visual design, or user research expertise on staff, so we looked to UXReactor for help.

SOLUTION

What was the scope of their involvement?

UXReactor helped us set up new UI standards for the new product. For the actual design, their UX designers worked within our scrum teams and worked directly with the engineering team. The third service they provided was user research, wherein they developed a structured research process. They worked in HTML5 AngularJS.

What is the team composition?

We started with three members from their team, which expanded over time. Now, we work with six people from their team, comprised of a UI designer, visual designer, and a user researcher. The user researcher our main point of contact as well as a project manager.

How did you come to work with UXReactor?

The business model they provided made sense since we’re very small. To hire a UX designer, a visual designer, and a user researcher would have been very cost absorbent. UXReactor was able to provide a team of three at the cost of one full-time employee.  

How much have you invested with them?

We’ve spent $225,000.

What is the status of this engagement?

We began working together in July 2016, and our work is ongoing.

RESULTS & FEEDBACK

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

We do a lot of iterative testing with internal stakeholders, existing customers, and also non-users; the feedback has always been positive. The UI is intuitive and easy to understand.

How did UXReactor perform from a project management standpoint?

Their communication is very good. The team is very good at meeting their deadlines. We use Microsoft Teams, Google Docs, and Pivotal Tracker to facilitate collaboration.

What did you find most impressive about them?

Their biggest strength is that they train their personnel very well to iterate. They come with multiple options and take feedback very well, and are always ready to iterate quickly.

Are there any areas they could improve?

Their biggest challenge is their level of experience and retaining their experienced staff.

Do you have any advice for potential customers?

I wouldn’t use them if all you’re trying to do is revamp your web page; that would be an under-use of their skills. If you feel really strongly about UX and you have a strategic project, that would be an excellent fit for them. They’ll do a lot of research and iterate constantly.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    They’re very good.
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    I would definitely recommend them.

UI/UX Design for Phone Data Reporting Software

"Their ability to open our eyes to new methodologies and perspectives has a profoundly positive impact on our team."

Quality: 
4.5
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
4.5
The Project
 
$1,000,000 - $9,999,999
 
June 2019 - Ongoing
Project summary: 

UXReactor partnered closely with a telecommunications software solutions company to design data-driven yet simple wireframes and screens for a new software product. They scoped and solved core design problems.

The Reviewer
 
51-200 Employees
 
Coppell, Texas
Sam Finger
Director Innovation & Strategy, Global Telecomm Manufacturer
 
Verified
The Review
Feedback summary: 

The team was willing to take on an analytical design consulting role that allowed the internal staff to confront major design decisions and execute confidently. Bringing a collaborative methodology to the partnership, they communicated regularly and kept all parties updated on progress.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m head of solutions management for a telecommunications company. We create software products that run telecommunication networks and business management systems for telecommunications companies or enterprises with larger networks. We’re a software incubation group. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UXReactor?

We were well into a software project and realized that we didn’t have a design for customer interaction. That portion of the project was also unfunded, so we needed to quickly bring in a designer to handle the intuitive presentation of a tremendous amount of data. It was essential for users to navigate through the software seamlessly.

SOLUTION

What was the scope of their involvement?

They designed the wireframes and screen that displayed how a user would navigate through the software. It was a collaborative relationship because they passed the designs for our team to develop in Java after they were complete. Once we determined together how a user might accomplish a certain task, they moved onto the visual presentation side of the work. We had a number of very specific design problems, and they helped us determine how to solve them. 

What is the team composition?

We worked with between 10–15, which includes designers, data visualization specialists, the owner, and a project manager. 

How did you come to work with UXReactor?

From our network, we knew the owner of the company. This was helpful because we were able to approach him without much of a solidified idea of what we needed. Our existing familiarity with each other helped us work together to locate the right resources and scope of the project. After he provided us with advice, he offered to submit a bid for the project with his company. 

How much have you invested with them?

For the first project, we budgeted $1.3 million. 

What is the status of this engagement?

We started working together in June 2019. At this point, we’ve renewed our contract for another project.

RESULTS & FEEDBACK

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

Their process and methodology were impeccable. They had the ability to guide us and be effective consultants. Despite us not knowing what we wanted, they helped us make important decisions on design problems. They helped us solve big problems.   

How did UXReactor perform from a project management standpoint?

There was some back-and-forth, but it was necessary for our company to experience it. Their team helped us make decisions and confront the necessary issues. They did an outstanding job of keeping us on track and updating us on progress. We communicated mostly through email and phone calls. 

What did you find most impressive about them?

Their ability to question our processes to help us expose the company to a new way of problem-solving was important. The methodology we were using for this project was very different from our typical operations. Their ability to open our eyes to new methodologies and perspectives has a profoundly positive impact on our team. 

Are there any areas they could improve?

The majority of their design team is in a different time zone. Things may have been a little more smoothly if we determined a time zone for all of our teams to follow consistently, rather than switching back and forth.

Do you have any advice for potential customers?

I’d invite companies to think about their design problems in new ways with the team. That’s what they’re best at.

4.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

UX/UI Design & Field Research for B2B Software Company

"Their processes are their strength, which allows for consistency."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
Jan. 2017 - Jan. 2019
Project summary: 

UXReactor was brought on board to help a B2B software company design their customer facing software solution. They engaged in user research to identify pain points before starting the UX/UI components.

The Reviewer
 
201-500 employees
 
San Ramon, California
Justin Hou
Director Design and Product Innovation, Tekion Corp
 
Verified
The Review
Feedback summary: 

A clear, communicative, and collaborative team, UXReactor delivered a high-quality solution that delivers against key metrics. They gave consistent updates, were receptive to feedback, and conducted thorough research that drove project success.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the director of design and product innovation at Tekion Corp, a B2B software company. We also design and develop software solutions for automotive dealerships.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UXReactor?

As a startup company, we were looking for a design firm that could help accelerate us by building us a design system that was user friendly and would reduce training cost.

SOLUTION

What was the scope of their involvement?

UXReactor started with a comprehensive research report, wherein they explored the field of dealerships to understand user processes and workflows. They delivered the report, which contained insights about our customer, and then used their findings to build the entire system, from wireframes to experiences. In terms of design, we’d given them specific guidelines in some engagement areas, and in others, we were quite flexible. The process was collaborative, iterative, and feedback-driven.

The design system is essentially a style guide equivalent. It defines how screens should be created and for what use cases. It helps with standardization and usability, and it’s really important in terms of scalability and speed to market.

The team also did a mobile experience for us, as well as user journey maps outlining pain point analyses. 

What is the team composition?

We worked with over 10 members of the UXReactor team. We had several project managers, including at the senior level. We also worked with the CXO. 

How did you come to work with UXReactor?

Our CEO and CFO had reached out to a couple of different firms, and they’d tried at least two of them, but a lot of them didn’t deliver the experiences we were looking for. It was also difficult to find someone who could deliver as quickly as we needed. UXReactor has a really strong process-driven approach to design, communication, and transparency, which we found superior to other firms. 

What is the status of this engagement?

The project took place from January 2017–January 2019.

RESULTS & FEEDBACK

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

One of the most important things we’d set forth was to ensure it would be really simple and easy to train our customers on the platform. That’s been a resounding success. There’s an ease of training based on their thought processes.

How did UXReactor perform from a project management standpoint?

Their project management skills were excellent. UXReactor met our needs for day to day updates extraordinarily well. We had at least three different tracks running simultaneously at the peak of the engagement, and they were able to give daily updates with timelines for every single project both at a summary level and on a very detailed project level. If there were ever any changes to the plan, they were very clear and communicative. 

What did you find most impressive about them?

Their processes are their strength, which allows for consistency. 

Are there any areas they could improve?

There’s nothing that comes to mind.

Do you have any advice for potential customers?

Leveraging research is really important. There were a few areas where we could’ve talked to a few more end customers to understand their pain points better, and those were instances in which we had to go back and rebuild things. UXReactor isn’t just a design firm, they’re a research firm, so not leveraging that aspect of their work will be a detriment to the value you can drive.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer