UXReactor

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.