XO Agency

BACKGROUND

Please describe your company and position.

I am the Marketing Communications Manager of Oregon Care Partners

Describe what your company does in a single sentence.

Oregon Care Partners provides free, high-quality caregiver training and career support services to help ensure Oregon is prepared to deliver quality long-term care services to its current and increasing population of older adults and people living with dementia.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Branding
• Website Design
• Strategy

SOLUTION

How did you find XO Agency?

Referral

Why did you select XO Agency over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from XO Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Oregon Care Partners partnered with XO Agency to design and build a new website and develop the brand identity for a new long-term care workforce recruitment, retention, and development project. The website was built in XO Spark, a WordPress solution and design system. Technical requirements included contact forms, integration with CRM, and multi-language translation. The discovery and strategy phase informed a user-centric and content-first approach to the new website design.

The design and build phase delivered a customized XO Spark instance with all required design patterns, navigation, and pages. The launch included the live website, training, and documentation for content editing and site backend access. To develop a new logo and visual identity, XO Agency conducted a brand workshop to explore the mission and vision of the new brand.

Deliverables included a logomark, visual identity, collateral development of brand assets and templates, and brand guidelines. Brand assets included templates for a rack card, flyers, social media ads/posts, event posters, table signs, a retractable banner, business cards, email signatures, PPT presentations, reporting, and the email newsletter.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We are so grateful to the XO Agency team. We never would have made our very tight project funding deadline without their expertise and guidance. We really needed a design process to make us think hard and carefully about how we wanted to approach this website and the work of the project. XO Agency was an excellent partner in this process. They accomplished everything we needed in an extremely short timeline. The project came together into something we love and are very proud of.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

XO Agency is highly effective in project management and communication. They provided a detailed roadmap of the project timeline and meeting schedule and kept us informed through regular check-ins, email communications, and collaborative documents. They were always professional and responsive to our needs and feedback.

What was your primary form of communication with XO Agency?

• Virtual Meeting
• Email or Messaging App

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

We were impressed by XO Agency's adaptability and responsiveness as the project evolved on a very tight timeline. They provided excellent service and delivered a high-quality product that exceeded our expectations.

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

Finalizing styling earlier in the process could have saved some time and effort. However, due to the timeline, the project had to move quickly. XO Agency was responsive to feedback and accommodated changes throughout the process resulting in a product we love.

BACKGROUND

Introduce your business and what you do there.

I’m the communications manager for Mosaic Medical, a community health rural center in rural Oregon.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We enlisted their team to help refresh our branding, including creating a new logo, visual identity, and a new website.

SOLUTION

What was the scope of their involvement?

We began with the discovery process and then moved into design iterations for our brand; simultaneously we developed the website. There were some existing brand guidelines to work from, but XO really created a robust, updated version.

The whole site was built from scratch; there was an existing website, but everything was rewritten on WordPress.

The site offers both our patients and the general public the ability to access information, like our locations — we have 15 locations throughout central Oregon. One of the most highly used areas of our site is the information on our providers, doctors, and nurses. People can look up our providers by practice, time, name, or location. The search function is now much more robust and user-friendly than it was. Our site goes into a lot of detail on the services that we offer in our different locations as well. XO helped flesh out the donor and job opportunities sections of the site as well.  

One of the most important steps was that they set up the site so that it automatically translates every page into Spanish. Previously, we only had a few pages in Spanish. This was a major step for us.

How did you come to work with XO Agency?

I found a number of firms and narrowed the potential choices down to four. XO Agency’s references were glowing.

What is the status of this engagement?

We’ve been working together since September 2021 and expect the brand to be rolled out in the spring of 2022. When our contract ends, we’ll work with them on a month-to-month basis.

RESULTS & FEEDBACK

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

Through all the initial meetings with stakeholders reviewing XO Agency’s design work on the logo, name, and visual identity, the feedback was consistently positive. Their team was skilled at soliciting and accepting feedback graciously.

It was an enjoyable experience watching XO Agency work with a diverse group of people. They thanked all the stakeholders for their work and won the trust of our organization early on, across all internal levels. This helped the project move forward right off the bat.

From our team’s perspective, we’ve been so impressed with how skilled they are in accepting feedback and guidance, and the responses from patients, staff, and different folks in the community have been great. They appreciate all the information that’s on the site, and our staff uses the site much more frequently; they see it as a real asset.

How did XO Agency perform from a project management standpoint?

XO Agency was very organized and efficient in keeping the project on track. Throughout this, their adaptability also stood out. We really appreciated their outstanding work on a complex project that had a short timeframe. I don’t see how we could have done this project with them.

We collaborated over Google Docs and maintained a lot of spreadsheets, some of which were interactive for project tracking and task ownership.

XO Agency compiled weekly reports with links to all the relevant files. They were very responsive to email and phone. Communication happened on a weekly and ad-hoc cadence.

What did you find most impressive about them?

They’re very good at what they do. We’re very happy with XO Agency’s process and final output; they have excellent communication skills and project management skills.

Are there any areas they could improve?

I don’t think I have anything to say at this point.

Do you have any advice for potential customers?

Share your honest feedback with XO Agency. They want to hear your true thoughts, so keep an open line of communication between both sides.

BACKGROUND

Please describe your company and your position there.

I am the Outreach Coordinator for Mt. Adams Institute. Our mission is to connect people to the outdoors. We do this through career development, education, and research.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire XO Agency, and what were your goals?

As a small nonprofit, most of our branding / marketing was created on the fly. Our logos lacked consistency and often times the brand of the program overshadowed our organization. We wanted to refresh our logos and create a brand that has Mt. Adams Institute as the parent brand, with the other programs secondary.

Additionally, some of our programs are nationwide and we wanted a brand that is recognizable / familiar across the country, not just in the PNW.

SOLUTION

How did you select this vendor?

Professional, did previous work with national brands

Describe the scope of their work in detail, including any steps and the final deliverables.

Interview with Rebrand Committee and a couple key staff. Conducted an in-person workshop to gather information from other staff. There were three rounds of edits and we provided feedback after each round. Then there was a final presentation.

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

2

RESULTS & FEEDBACK

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

The board and staff love the new brand. It is flexible, easy to recognize, and maintains a bit of character from the former brand.

Describe their project management style, including communication tools and timeliness.

I enjoyed the weekly check ins and found those helpful, even if we did not use them. There was always swift and direct communication which I appreciated the most. Never had any issue with communication, timeliness, etc.

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

They offered to include an additional collateral that they felt like we would benefit from. I really appreciate that because it shows they truly care about our brand, this was not just another project for them.

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

Not really, thoroughly enjoyed working with them and would recommend to others.

BACKGROUND

Introduce your business and what you do there.

I’m the senior manager of communications and user experience for a natural gas utility.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We embarked on a digital strategy to increase customer satisfaction with our online services. To do that, we wanted to launch an integrated digital media campaign.

SOLUTION

What was the scope of their involvement?

After providing their team with a brief, we kicked off our engagement. I outlined our landsape and XO Agency took it from there. They analyzed our situation and audience to develop their recommendations. Their team developed the strategy and creative for the digital campaign. Their team provided an audience segmentation strategy and a creative strategy. Once we agreed upon the audience and creative strategies, we went into actual production. They presented a number of different options for how to execute on the creative strategy. Then, their team designed and implemented the ads. 

What is the team composition?

I worked with their strategist and their creative director.

How did you come to work with XO Agency?

I had a prior relationship with their creative director when he worked at a different company. As experience was positive, I definitely wanted to give him a shot when he started his own business.

How much have you invested with them?

We spent around $85,000 on the project.

What is the status of this engagement?

Our engagement began around February 2019 and finished in May 2019.

RESULTS & FEEDBACK

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

The campaign exceeded our goals for all of our measurements, which included click-through rates, website visits, and customer satisfaction. For the digital ads, we experienced 3–5 times more click-throughs than the industry average. Our site traffic was 25%–40% more than anticipated. Our company was also named number one in customer satisfaction in our region for large utilities.

How did XO Agency perform from a project management standpoint?

We met in person and communicated via email. We’re in the same city, so we had the luxury of meeting in person often. Their project management was excellent, so I was always informed. From the client side, I respect when I don't have to reach out to an agency for a status update. XO Agency always provided them proactively. Their team also always hit their deadlines.

What did you find most impressive about them?

XO Agency possesses the unique skill of blending creativity with strategy. Everything that their team presented was strategically sound and based off of data. They were creative with a purpose.

Are there any areas they could improve?

They could understand the company brand guidelines and personality more in the beginning. What they presented in the first round was wacky but they got there quickly in the second round. 

Do you have any advice for potential customers?

Come to the table with a clear thought on your goals and objectives. They can definitely take the ball and run with it.

BACKGROUND

Introduce your business and what you do there.

I’m the communications director of RISE Partnerships. We partner with labor-management trusts to deliver benefits to workers who won them through collective bargaining agreements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We needed to rebrand an existing organization that's also part of the overall umbrella organization of RISE Partnerships, which we also needed to brand.

SOLUTION

What was the scope of their involvement?

XO Agency directed an extensive naming process for both our parent company and its subsidiaries. From the naming process, they also created a visual brand and brand pillars. Basically, their team created two parallel brands for both organizations. They’re in the process of developing websites for both organizations. We also signed a retainer with them to add to our internal design capacities.

What is the team composition?

I work with Laura (Partner and Director of Account Strategy) and Scott (Partner and Head of Design).

How did you come to work with XO Agency?

We completed an extensive online search. We worked with a couple of branding agencies in the past but felt that we needed to think outside of the box. We decided to send XO Agency the RFP based on the fact that they were a branding agency primarily, which we found out through Clutch. We were impressed with the innovative ideas that their team articulated in the RFP. They brought energy to the project, so we decided to partner with them. I’m glad that we did because it’s a phenomenal engagement.

How much have you invested with them?

We spent between $50,000–$200,000 on the project.

What is the status of this engagement?

We started working with XO Agency in May 2019 and our engagement’s ongoing.

RESULTS & FEEDBACK

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

We haven’t launched publicly with our members yet, so the biggest measure of success is XO Agency’s enthusiasm and willingness to work with our stakeholders. Our organization’s different so there’s an exhaustive process that goes with every piece of a project. Their team’ did a great job of getting members to buy-in as well as hearing their feedback to make adjustments. Their level of excitement is notable.

How did XO Agency perform from a project management standpoint?

Their team does well with scheduling and meeting deadlines. They use a web program called Spark that allows us to navigate the draft site in real-time. It’s useful to be able to see our designs coming to life instead of looking at different iterations of wireframes.

What did you find most impressive about them?

XO Agency is part of the team. I don’t feel that I’m working with consultants. I’m working with people who have a deep investment in the work that we’re trying to do. We’re a mission-driven organization without a huge budget. Their team finds creative ways to work with our budget, so we have a true partner in our work.

Are there any areas they could improve?

No, they do an amazing job.

Do you have any advice for potential customers?

Hire them immediately. I can’t imagine a scenario in which someone wouldn't be successful working with XO Agency. I've seen their team work in different environments with different groups of stakeholders. I’m always impressed by Laura's ability to adapt to the personalities in the room.

BACKGROUND

Introduce your business and what you do there.

I’m part of a large international NGO called Mercy Corps, within which I lead a social enterprise called MicroMentor, as its executive director. It’s an online platform that connects entrepreneurs and volunteer mentors from around the world.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We were operating with a platform built 10 years ago, also by an outsourced firm. In 2018, we decided to rebuild from the ground up. We needed someone who could deliver top-quality design, and who had a grasp of both design principles and technology support.

SOLUTION

What was the scope of their involvement?

They redesigned the platform that connects entrepreneurs and mentors. Our goal was to increase our recruitment threefold, bringing more conversions through the funnel based on the UX of the platform. We needed to address some pain points at various points in the funnel.

They worked on the definition of an MVP, taking advantage of the existing research, but also augmenting it with their own. We needed a well-defined content strategy, a UX roadmap to build it, and some technical expertise to guide the process.

What is the team composition?

We worked with Scott (Partner, Head of Design, XO Agency), Laura (Partner, Head of Account Strategy, XO Agency), and Mark (Product Development Consultant, XO Agency). They pitched the offer and then stayed with us throughout. They also brought in a UX designer. Mark served as the technical architect, Scott was the design lead, and Laura was in charge of content and project management. Each of them brought their expertise, helping us refine our ideas and break them down into discrete decision blocks. They complemented each other well.

We’ve retained Mark in a consulting capacity, as our solutions architect. He functions in a CTO-like role for us now. I like his vision, persistence, and ability to give advice.

How did you come to work with XO Agency?

We did a thorough search of design firms, shortlisting the people to send RFPs to. We received responses from about seven firms, of which XO Agency’s was the strongest. They were one of the few who actually referenced the MVP we’d be getting. The other candidates weren’t right with the research, and some were way above budget.

XO Agency and one other firm made it to the top of my list. Even though we had prior experience with that other company, we felt that XO was really hungry to make a good deliverable, and they pushed us to maintain realistic goals.

How much have you invested with them?

We spent $60,000.

What is the status of this engagement?

We worked with them between October 2018–February 2019.

RESULTS & FEEDBACK

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

Their design team found five things that were essential for us to consider as the underlying fabric of our platform. They then came up with three design and technical directions that we needed to go toward, which were incredibly insightful. We got a lot of positive reactions from donors, investors, and people from the community, validating the direction.

We brought an engineer on-staff during the last two weeks of the project, for the hand-off. He was very comfortable with the documentation and with the design, enough to actually implement and code it. We’re still in the building phase, but the technical implementation of XO Agency’s design seems feasible.

How did XO Agency perform from a project management standpoint?

We had an aggressive timeline, and they kept us honest on it. Any delays were due to the large volume of work and our team’s capacity to respond in time—we had 1–2 weeks built in as a buffer. The project was well-managed and well-documented, from communication to its form and fashion. I was able to get on a call with Laura at any time, and they made adjustments on the fly. They felt like an extension of our team.

At one point, I organized a day-long session to assess our direction, which they responded well to. They understood that the project wasn’t extremely clear and that we were a small team working with a tight budget. They made it work, giving us a high-quality product without compromising their own setup.

What did you find most impressive about them?

I would choose them in a heartbeat for another design project, and I would refer them without any reservations. XO Agency is reliable in terms of customer service, content, and genuinely caring about the final product.

Are there any areas they could improve?

At one stage, they came back with wireframes that I wasn’t happy with. I got on a call with them about it, and they also sensed that their UX person had missed the mark, turned around, and fixed it immediately. These things are bound to happen in any project; it’s a matter of how people respond to them. There was nothing that really gave me cause for concern.

Do you have any advice for future clients of theirs?

The product will only be as good as the effort we put into it, but we failed to account for the amount of time it would take to review their work. They’re thorough and on top of their game, but it’s good to think about structure and project management so that we can keep up with their pace. Their documentation was thorough, sometimes as detailed spreadsheets with 100 lines of things to be verified, along with PowerPoint presentations, and design files. It required us to serve as a counterpart to their team.

BACKGROUND

Introduce your business and what you do there.

I'm the director of marketing and communications at Multnomah Athletic Club. We're the largest non-profit private athletic club in the U.S.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

We use posters, website graphics, and email marketing to promote our classes and activities to our members. We had no brand consistency within those materials. We wanted to create a system that our designers could use to produce the materials in consistency with our brand, so we were looking for a vendor to help us.

SOLUTION

What was the scope of their involvement?

We provided them with our brand style guide, and then, they created a design system for us. We have digital displays throughout the club, and we put promotional materials on those displays. The design system that XO Agency developed helps us achieve consistency on those digital displays and in our email marketing. We’re now starting to use the system for our print materials, such as posters.

What is the team composition?

We mostly worked with Scott (Head of Design and Executive Creative Director, XO Agency).

How did you come to work with XO Agency?

I met Scott when he was working at a different agency. Then, he left that agency and started his own company. When I had a chance to hire him for this design project, I didn't hesitate.

What is the status of this engagement?

We worked with them from May–August 2018.

RESULTS & FEEDBACK

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

Both our members and our internal team like the professional look of the materials, while our in-house designers find it easier to produce them. We're also incorporating many elements of the design system into the production of our monthly magazine, so it now has even broader implications for our department. We've hired a new designer since the project was completed, and once he got trained on the system, he was really impressed with it.

How did XO Agency perform from a project management standpoint?

Scott did an excellent job and always came prepared for our meetings. He also helped us with various presentations to our stakeholders. We mostly used email and phone to stay in touch.

What did you find most impressive about them?

Scott was passionate about the project and delivered a high-quality product. As he was developing the system, he was working with our in-house designers to get their feedback on it. Once we launched, they were able to adopt it very quickly. He was also great at following up and making sure the system was working for us and that we were using it the way he intended.

Are there any areas they could improve?

I can't really think of anything.

Do you have any advice for potential customers?

Trust him and let him guide the process. Also, give him as much information as possible. He did an amazing workshop with us upfront to understand our brand and our members.

BACKGROUND

Introduce your business and what you do there.

I was the vice president of marketing for a division of Gartner called Evanta.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XO Agency?

The brand was antiquated and didn’t fit with its new parent company after it was acquired. We needed a firm to help with a new brand strategy to refresh its identity.

SOLUTION

What was the scope of their involvement?

They took all the brand pillars and the role the brand plays in people’s lives to create a new vision statement, tagline, tone, and everything necessary to present a fresh identity perspective. They created new photography and iconography guidelines and a new logo.

Branching off their brand work, they illustrated what everything should look like in context, from direct mail and email, to brand templates, to extensive work on the visual direction of the website. They were heavily involved in the features, functionality, and strategic planning for the new website launch, always with the end user experience in mind. They helped form features that would generate leads, build the community, and be most impactful for the business.

What is the team composition?

We worked with three or four resources. Scott (Executive Creative Director, XO Agency) was my primary point of contact. I also worked with his partner and a third-party technical director.

How did you come to work with XO Agency?

I worked with Scott previously, trusted him, and had a good sense of his design capability. I knew he could execute the brand work I needed and would understand our business and our target audience. I considered a few other agencies, but he was the first person I thought of.

XO has a reputation as a flexible, easygoing company, and those attributes meshed well with our executive leadership team. They demonstrated an easy ability to unearth certain characteristics of the brand, and we decided to hire them.

What is the status of this engagement?

This project lasted from about May 2018–August 2018.

RESULTS & FEEDBACK

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

The group we have socialized with the new vision felt it was spot on and really got to the heart of the brand. The accompanying manifesto really embodies what we do and why we exist as an organization.

From a practical perspective, the brand guidelines help our studio of graphic designers do their jobs. The brand book gives them everything they need to guide them and give them the flexibility to be creative. Our design team was very enthusiastic about this kind of piece to work with.

How did XO Agency perform from a project management standpoint?

Their management was fantastic, and they were very responsive. They met every single deadline, even as last-minute requests came through. Due to some technical challenges on our side, most of our communication was via email.

What did you find most impressive about them?

The caliber of their talent and the leadership of their organization are top-notch. They’re some of the smartest, brightest, most talented people we’ve worked with. I’m very fortunate to know them and would highly recommend them to anyone looking for a team with their abilities.

Are there any areas they could improve?

I don’t think so. They’re detail oriented, communicative, and to the point. They move quickly and make the process feel like progress.

Do you have any advice for potential customers?

Set clear expectations at the start and be as specific as possible about what you hope to achieve. They’re communicative, but the more they know about key considerations, the better value you’ll get from them.

BACKGROUND

Please describe your company and your position there.

I am the president of a management consulting firm. We advise and develop leaders in profit, nonprofit, and government sectors around the world.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire XO Agency?

We had three main company websites that lacked coherency across our brand and were difficult to maintain. We engaged XO Agency to consolidate our content and brand into a single WordPress site.

What were your goals for this project?

We wanted to create a company website with a modern look, a clear message, and a unified brand. It also needed flexibility for us to make new iterations and improvements down the road.

SOLUTION

How did you select this vendor?

We connected through a mutual branding and marketing partner.

Describe the scope of their work in detail.

XO Agency first reviewed our prior work to use as a starting point. They helped us what content to migrate from other sites to the new site. They then designed and developed a WordPress site. Their team worked with ours to create and curate icons, graphics, and copy.

What was the team composition?

We worked with three team members from XO Agency.

RESULTS & FEEDBACK

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

The website has yet to launch, but it has garnered overwhelming praise from our team. XO Agency delivered a visually appealing site that met all our requirements. They went above and beyond the original statement of work and accommodated scope changes with ease.

How effective was the workflow between your team and theirs?

The collaboration ran smoothly from start to finish. XO Agency communicated exceptionally well throughout the project.

What did you find most impressive about this company?

The team demonstrated dedication to our project and careful attention in our goals and needs.

Are there any areas for improvement?

No, I can’t think of anything.

BACKGROUND

Please describe your company and position.

I am the Brand Marketing of MeyerPro, Inc.

Describe what your company does in a single sentence.

We provide high-end audio/visual equipment and labor for live, virtual, and broadcast events.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire XO Agency to accomplish?

• Re-design our website from the ground up

SOLUTION

How did you find XO Agency?

Online Search

Why did you select XO Agency over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from XO Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The team of Laura and Scott at XO Agency met with us many times to discuss background and direction of the company. Leading a brainstorming session we were able to pinpoint how we wanted to portray the brand and visually tell the story of our past, present, and future.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

XO Agency took our aging site and revitalized it visually, as well as with strong SEO work on the back-end. Everyone in the company as well as our clients have been extremely impressed with the outcome.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Communication with XO Agency was prompt, detailed, and fantastic.

What was your primary form of communication with XO Agency?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

They were a wonderful team; they were able to manage small and large projects.

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

We have no complaints.