Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
The main thing Y Media Labs needed to deliver was a mobile app. It has been downloaded about one million times by our card members, and it's been well reviewed in the Apple Store, with the most recent version having a 4.6 rating. That is as good as or better than any other credit card app out there. On Google Play, we have a 4.5 rating, only being surpassed by one or two other credit card companies. We've been pleased with the reception from our members, and with the app's download and usage count.
How did Y Media Labs perform from a project management standpoint?
Overall, Y Media Labs has been flexible in accommodating our struggles to develop APIs and engage with a new type of technology. They coached us in order to build a more onshore component of our team from Y Media Labs. There may be companies with offshore teams which are easier to engage with, but this is one thing that Y Media Labs is working on establishing. There have been some positive results.
What did you find most impressive about Y Media Labs?
Y Media Labs is flexible and customer oriented. They are good at listening and adjusting course based on our direction. They also have strong expertise in their specific space, delivering a simple and easy-to-use app, with some good design principles behind it. These are the key things that made Y Media Labs a successful partner.
Are there any areas Y Media Labs could improve?
There have been times when communication was not perfect. It was difficult to understand the back-and-forth exchange with Y Media Labs' more junior management team, and it was also difficult at times to get in touch with the team as frequently as we'd have wanted to. This was a result of us primarily engaging with Y Media Labs' offshore team, so we're working on putting a bigger onshore component in place. These were either misunderstandings or the result of an inability to engage in communication as frequently as we wanted to.
We struggled with being in a different time zone. The overlap was only a couple of hours per day, which slowed us down at times. Y Media Labs' offshore teams work hard, but they're also conscious of not working over weekends. This is good for the morale of the developers, but we mainly want results most of the time.