ImageX

Please describe your company and your position there.

The Downtown Eastside Women's Centre (DEWC) is a nonprofit based in Vancouver's Downtown Eastside, operating a low-barrier drop-in centre and emergency shelter for vulnerable women. More than 600 women access our services daily, which include basic needs such as hot meals, clothing and toiletries, as well as support services like advocacy, housing outreach, and skills development. I am the Culture & Program Coordinator at DEWC, formerly the Fundraising & Communications Coordinator who oversaw donor engagement, marketing and communications.

For what projects/services did your company hire ImageX?

ImageX approached us offering specific pro bono services as a way to contribute to our work in the community. We have since worked with them on improving our website, including improving communication design, SEO and searchability, visual design, and resolving many technical issues that hampered user experience.

What were your goals for this project?

Goals for the project have varied according to our priorities, and included technical fixes (ex. making a donation page mobile friendly, or updating redirects), improving user experience (ex. ensuring information and content are organized effectively and easy to access), as well as educating and equipping us to improve our online presence as a whole.

How did you select this vendor?

ImageX approached us about working together and continues to donate a portion of hours to this ongoing project.

Describe the project and the services they provided in detail.

The project started with a conversation to connect with ImageX and explain our needs as an organization, especially limitations in addressing technical issues (whether it be funding, capacity, or otherwise), and goals or a "wishlist" we would like to see achieved. Since then, some of the objectives completed have included making our donation page mobile-friendly, reviewing and cleaning up plugins, fixing website redirects, and training on Google Analytics.

Objectives currently in progress include reviewing and later troubleshooting user journeys for:

1. contacting the appropriate people at the organization, thus minimizing irrelevant and duplicate communication
2. easily accessing information on making financial donations as well as in-kind donations, again streamlining communication to a more manageable level.

What was the team composition?

On our end, I was the main contact at the organization, communicating largely with 2-3 ImageX staff who would disseminate tasks to more specific team members. Now I have a secondary role in the project as I am no longer in the Fundraising & Communications position, supporting the new hire.

Can you share any information that demonstrates the impact that this project has had on your business?

Although we don’t yet have metrics to comparatively analyze the user experience of our website, tangible improvements have made it more fluid, accessible, and functional.

How was project management arranged and how effective was it?

Project management was conducted through Basecamp, with occasional Zoom calls or in-person visits. We find the project management piece extremely efficient as well as convenient, owing to Basecamp’s intuitive interface and its compatibility with Outlook, and ImageX being organized and attentive.

What did you find most impressive about this company?

We particularly appreciated the ease and accessibility with which ImageX conducted education and/or training, with project leads distilling and explaining technical language and concepts to a level we could understand. We appreciated the flexibility and adaptability demonstrated while working through various project objectives. This suited the hectic and fast-changing atmosphere and priorities of our organization.

Are there any areas for improvement?

None come to mind!

Introduce your business and what you do there.

I'm the digital marketing manager at YMCA Greater Houston, a branch of the worldwide youth development organization.

What challenge were you trying to address with ImageX?

Our website was outdated and had inconvenient functionality, especially for searching programs. We brought in ImageX to modernize the platform.

What was the scope of their involvement?

ImageX redesigned and -built our website from the ground up. They hand-coded the CSS and worked with us to develop the theme. They also made the site much more mobile-friendly—an essential feature given that 60%–65% of our users visit our site through a mobile platform. The updated navigation makes the site simpler to use—people can become members through phones now, which they couldn’t easily do before.

Our previous program search tool required users to open a separate website and access a famously troublesome search interface. ImageX integrated our program search into our primary website through a custom interface. Other YMCAs now have access to use this new search functionality and customize it as needed.

What is the team composition?

We worked with about 10 people, including a project manager and lead designer.

How did you come to work with ImageX?

We were coming out of a previous relationship with a developer that we were not happy with. We heard a lot of good things about ImageX from other YMCA branches. After checking out their website and talking with their team, we were sure ImageX was our top choice. We still sent out RFP to three other firms, but ImageX again blew us away with their response. We ended up going with them for this project.

How much have you invested with them?

We spent between $60,000–$65,000.

What is the status of this engagement?

We started working together in August 2018, and the new site launched in April 2019.

What evidence can you share that demonstrates the impact of the engagement?
The website has launched and received tons of compliments from members, colleagues, and even the CEO. Since April, we’ve seen our traffic grow by 5% while page views have decreased by 12%–15%. This is because we’ve reduced the number of clicks a user needs to take in order to get where they want to go. Our program sales have also increased by as much as 8% in some verticals. All around, the buyer’s journey has improved.

How did ImageX perform from a project management standpoint?

Samantha (Technical Project Manager, ImageX) was on top of everything. She had a very acute attention to detail. If we ever needed her, she would always pick up the phone. If we had an urgent matter, she would always get back to us quickly. She explained what we needed to the developers in terms that they best understood. As a result, we ran into very few issues throughout the project. Everything went seamlessly. 

What did you find most impressive about them?

Their integrity stands out to me the most. ImageX is very transparent. Compared to our previous vendor, it’s like night and day. 

Are there any areas they could improve?

I have no complaints about anyone that we worked with, to be honest. If there was anything, I really can’t think of it right now.

Any advice for potential customers?

When you work with any partner on a web project, you need to communicate what you want from the beginning. Be clear on what it is you want to accomplish with your Web site. However, you don’t have to be super specific with ImageX and worry they’ll miss the details. They can fill in the blanks and ask questions if they have any confusion.

Introduce your business and what you do there.

I’m a database manager at AFPM. We represent fuel and petrochemical manufacturers in the United States, communicating the benefits those industries provide to Americans.

What challenge were you trying to address with ImageX?

We had multiple microsites that we wanted to consolidate into a single site. It was important for the new site to be fresh with relevant content and be able to deliver personalized information for our users. We wanted a UX partner to help us achieve that.

What was the scope of their involvement?

After several iterations and design reviews twice per week, ImageX was able to consolidate our web presence into one site. Within the site, they improved the UI/UX. At this point, we are in phase two of the project, incorporating some changes that weren’t in our budget in the first phase.

What is the team composition?

I worked with Brent (Executive VP, ImageX), Farhad (Project Manager & Business Analyst, ImageX), two additional professionals, and a lead designer who led the development team.

How did you come to work with ImageX?

They were referred to us while we were looking for a partner. We had about 12 candidates but ended up with them based on their convincing proposal and our meeting with them in person. I was impressed that they would come from Canada to meet with us at that stage in the project, so that definitely played a role in our decision to hire them. They also seemed like they took a collaborative approach and were open to ideas.

What is the status of this engagement?

We started the project in May 2018, and the work is ongoing.

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

We’re very happy with the site at this point. So far, traffic is increasing at 20% and new users at 25%. We have a 3% increase in engagement and a 4% increase in page views.

How did ImageX perform from a project management standpoint?

Communication has been great. We typically use email and Basecamp. They get back to us about problems and changes within a few hours, and the project had a quick turnaround time as a whole. We never missed a deadline. When we had to push things back on our end, they went out of their way to accommodate by doing twice-weekly design reviews instead of the one per week we originally planned.

What did you find most impressive about them?

Their technical capabilities and familiarity with the platform really impressed us. They were able to bring thought-provoking ideas to the table that helped us guide decision making.

Are there any areas they could improve?

I can’t think of anything offhand.

Do you have any advice for potential customers?

If you ever have a question for them, just ask.

Introduce your business and what you do there.

I’m the director of marketing & communications at the YMCA of Long Island.

What challenge were you trying to address with ImageX?

We were experiencing frequent issues with our website and sought a service provider that could resolve these problems.

SOLUTION

What was the scope of their involvement?

They enhanced the UX of our Drupal website and brought in a dedicated team responsible for regular maintenance, troubleshooting, and fixing issues with our site. The team honed in on our SEO strategy and redesigned our pages based on consumer insights. These included metrics tracking tools, such as Google Analytics and heat maps. Additionally, they revamped a microsite specifically for our day camps. In their ongoing work with us, they allocate a team to perform day-to-day troubleshooting.

What is the team composition?

I work primarily with Travis (Account Manager, ImageX), as well as addition to five developers and a staff of 10.  

How did you come to work with ImageX?

We were referred to them by our colleagues at another YMCA branch and I contacted them. Even before we decided to work with them, they allocated a team and fixed several of our issues. I knew that their agency would be well worth our time and money after seeing their level of efficiency.

How much have you invested with them?

We’ve invested $60,000–$75,000, which includes an ongoing retainer fee.

What is the status of this engagement?

We started working together in February 2018 and our partnership is ongoing.

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

We are extremely happy with ImageX in comparison to our previous vendor. We appreciate how they factor in our funding and staff limitations in their solutions. I don’t think of ImageX as an agency, but rather an extension of our organization.

How did ImageX perform from a project management standpoint?

The team is responsive, proactive, and is constantly giving us new ideas on how best use our resources. For communication, we use Basecamp, email, and have bi-weekly phone calls.

What did you find most impressive about them?

I find their expertise and customer service most impressive. They’re smart business people in addition to being skilled technicians.

Are there any areas they could improve?

No, I can’t think of any areas.

Do you have any advice for potential customers?

I would urge future customers to explain their issues and let ImageX tell them the best solution. Having an open mind is the key to utilizing them as the best resource possible.

Introduce your business and what you do there.

I work for a housing company. I was recently promoted to brand and digital advertising manager.

What challenge were you trying to address with ImageX?

The initial challenge started before I began my tenure here. Our VP of Marketing approached them several years ago to build a website that would appeal to our market.

What was the scope of their involvement?

They structured and created our Drupal website. Since I started working here, we've collaborated on updating that website. Projects included a new homepage and a donation page with ways to connect our finance team with our customers. One of our latest projects is a scholarships page, which holds forms and connects to students who apply for grants through our company.

They always collaborate with me. I love research, and am constantly working to find ways to be more mobile-friendly. Our market is mostly made up of seniors, and they help us structure the website to make our older viewers comfortable with the navigation.

What is the team composition?

The team size varies from project to project. My main points of contact are a project manager, a technical lead, a head designer, and a social media and analytics lead.

How did you come to work with ImageX?

Since the project started before I joined the company, I'm not sure how they found them and what their consideration process was like.

How much have you invested with them?

The newest project we're considering, an update to our Drupal platform, will cost in the range of $30,000. Our total expenditure with them probably falls between $200,000-$1 million.

What is the status of this engagement?

They started working with us around 2010, and the relationship is ongoing.

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

There are a few tools that rate our site for its mobile friendliness. I also request feedback from our team members and customers, and I use analytics to track site traffic. Feedback from all those sources is excellent. We've received positive reviews on our website, and several users ask us who our vendor is.

How did ImageX perform from a project management standpoint?

I collaborate with several contractors, but they’re my favorite. They're efficient, friendly, and down to earth. They're always available and collaborative, very flexible and easy to work with. We update on a weekly to monthly basis, and they're always very responsive whenever we have a bug.

They meet all our deadlines and follow up with us, even after they finish a product. They're proactive and make sure we're satisfied with a product. We have bi-weekly calls, and I can reach them through Basecamp, email, or by phone.

What did you find most impressive about them?

I like how we plan our projects. They're very efficient, and they build structured schedules. They give constructive feedback on new functionality, and they're very collaborative.

Are there any areas they could improve?

I don't have any areas they should improve upon. I'm quite happy with them.

Do you have any advice for potential customers?

They're a very busy company, so be prepared to be time efficient with your resources and plan out your deadlines. Projects move quickly and at a high volume, so be well organized, friendly, and communicative.

Please describe your company and your position there.

I'm the director of marketing and communications for the YMCA of Greater Syracuse. Our association serves a diverse array of over 60,000 people across seven branches, a day camp, and many program and school sites in our Central New York community.

For what projects/services did your company hire ImageX? 

We hired ImageX to serve as our web developer in creating a new website based on the Drupal Open Y platform—a CMS that was designed specifically for YMCAs and their digital partners. Previously, we had been working off of a CMS built by another YMCA many years ago and did not have the capabilities in-house to take on a project of this size and scope.

What were your goals for this project?

The CMS we had been working from previously was outdated and no longer supported by the creator, and we didn't have the control over our own site that we wanted. We hoped a switch to the open-source Open Y platform would help us solve those issues and help us stay better updated in the future.

How did you select this vendor? 

We spoke with many other YMCAs that were comparable to ours, both in terms of size and internal technology used, to understand who would be able to serve us best. We also spoke with leaders in the Open Y movement. We immediately recognized ImageX as the leading choice. 

Describe the project and the services they provided in detail.

ImageX worked with us to develop an entirely new site with the Open Y platform. They led us through a series of discovery workshops, and we continue to work with them through a service agreement. They also advised us on connected issues such as hosting recommendations. 

What was the team composition?

We worked directly with Travis (Project Manager, ImageX) who connected us with other team members, from UX/UI to coding development. Their staff also included Bjorn (Digital Experience Director, ImageX), Nikita (Lead Developer, ImageX), and Mark (Business Analyst, ImageX). The four of them helped us solve all of our issues up to launch and beyond.

Can you share any information that demonstrates the impact that this project has had on your business? 

Initial reports already show an increase in traffic to the site, and we can't say enough good things internally about how much easier it is to update and maintain the site quickly and efficiently. When our colleagues ask for things to be shared on the site in different ways, we are able to make that happen in more dynamic ways, increasing visibility and engagement. The improved site architecture has also helped in working with our digital marketing vendor in creating more effective campaigns. 

How was project management arranged and how effective was it? 

We communicated primarily through Basecamp with Travis and the team, which helped keep all of our information accessible in one place. The team was quick to respond, proactive in moving our project along, and always very friendly and helpful in answering questions and providing information. 

What did you find most impressive about this company?

They were continually open, honest, and transparent, making us feel like we had the information we needed to make choices throughout the process. We all work with many vendors but have rarely come across a company that truly feels like a part of our team. ImageX became part of our team very quickly—we definitely felt like they were working with us instead of for us.

Are there any areas for improvement?

I recently spoke with both Travis and Brent (Executive VP, ImageX) and told them both that I really had no complaints about the process we had with ImageX. Any issues that we encountered tended to be from our end, and ImageX managed each one with patience and professionalism. I highly recommend working with them.

Introduce your business and what you do there.

I'm the director of digital strategy at the YMCA of Greater New York.

What challenge were you trying to address with ImageX?

We engaged ImageX to help us update our website and make it more mobile and SEO friendly.

What was the scope of their involvement?

ImageX worked with us through a discovery process, meeting with internal stakeholders to learn about our goals and challenges. They then designed and developed the site from scratch using Open Y on Drupal, working through 6–7 sprints before ultimately launching the site. 

What is the team composition?

Our main point of contact is a project manager, along with a couple designers, developers, a UX expert, and a digital strategist.

How did you come to work with ImageX?

ImageX is somewhat well known within the YMCA community for their expertise with Drupal, so we decided to work with them based on their previous experience within the company at large.

How much have you invested with them?

We've invested between $50,000–$100,000.

What is the status of this engagement?

We've been working with them since March 2018.

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

ImageX helped increase traffic to our website 15% and session time by 23% in one year. Our users are very pleased with the functionality and mobile-friendliness of the site overall. In addition to simplifying a complex site, ImageX delivered in a timely and responsible manner.

How did ImageX perform from a project management standpoint?

They're great to work with–responsive and clear in communications. We mostly organize projects and communicate through Basecamp.

What did you find most impressive about them?

Their responsiveness and commitment to understanding and developing solutions to our unique problems has impressed us the most.

Are there any areas they could improve?

They're a very strong development shop, but could improve their design consistency and process.

Do you have any advice for potential customers?

No; Any clients of theirs will be in good hands.

Please describe your company and your position there.

I’m the digital marketing director at the YMCA of Greater San Antonio. We’re a nonprofit that’s been serving our community since 1876. We offer programs that build and encourage a healthy spirit, mind, and body through Judeo-Christian principles. I’m responsible for managing our website, social media accounts, email marketing efforts, and any other digital marketing campaigns.

For what projects/services did your company hire ImageX?

We needed a vendor with a lot of experience in working with Drupal’s Open Y platform. It’s a content management system used by many Ys across the nation.

What were your goals for this project?

Basically, we wanted a clean site that we could easily maintain. We wanted a strong, user-friendly platform that was compatible with all devices. We were looking to implement more effective SEO strategies and UX/UI elements to improve our community engagement and increase our online sales rates. By moving our platform to Open Y, we hoped to enhance the website’s functionality and more efficiently manage our content. We’d also be able to reduce risks and minimize our technical development costs in the future.

How did you select this vendor?

We were looking for vendors that had already worked with YMCA organizations and were familiar with the Open Y platform, so we reached out to other Ys for recommendations. After looking into those developers, we decided on two final candidates. Our marketing and IT teams looked at a proposal from both agencies and had a conference call with each. Based on that conversation, it was clear that ImageX was the best fit for our project. Glenn (CEO and Founder, ImageX) and Brent (VP, ImageX) were very well-versed in Open Y. They took the time to walk us through the project and address any of our concerns. They were receptive to our needs, so we felt comfortable moving forward with them.

Describe the project and the services they provided in detail.

ImageX provided a clear and detailed roadmap for the whole process. We started with a workshop to kick off the engagement. We went through a brief discovery phase to put together some wireframes. After we approved the design, architecture, and user journey, the ImageX team started building the site and migrating our content. They custom built several functions that were specific to our organization. There’s a search feature that allows parents to find after-school program locations and another feature that facilitates branch sponsorship promotions.

Once ImageX finished developing the platform, they linked its backend to a local server. After fixing any bugs, their team helped us launch the site. Also, they provided SEO advice and helped us avoid any problems throughout the entire process. Currently, they’re working to streamline our third-party point of sale API and connect it to our site.

What was the team composition?

We worked with Kylie (Project Manager, ImageX), Bjorn (UX Specialist, ImageX), and Nikita (Lead Developer, ImageX). The size of the team was consistent, which gave us the opportunity to build a solid working relationship with each staff member. If we needed an additional resource to handle a specific request, they provided a specialist to take on the responsibility. Nothing was ever lost in translation. Kylie did an outstanding job keeping everyone on the same page.

Can you share any information that demonstrates the impact that this project has had on your business?

After launching the new mobile-friendly platform in Open Y, our website’s bounce rate went from 60% to 20%. ImageX’s complete overhaul of the site’s content and user journey also contributed to our success. Additionally, our net promoter score (NPS) improved by 10 points, and our online sales rates continue to grow.

How was project management arranged and how effective was it?

Instead of email, we used Basecamp to manage the project. That platform allowed us to better organize our information and documentation, as well as streamline communication. We also held weekly zoom meetings to assess our progress, provide feedback, and implement any changes to improve our performance. They were very detail-oriented and responsive, which kept everyone on the same page and helped us avoid any misunderstandings. If we had any questions, they’d address them quickly. Now that we’ve launched the site, we meet with Kylie every other week to ensure our website is on track and make any updates to the Open Y platform.

What did you find most impressive about this company?

I appreciated their attention to detail, communication skills, and high-quality work. All of their deliverables function exactly how we hoped. The ImageX team went above and beyond to make sure we were happy while staying within our budget. They were very friendly. I always felt comfortable asking questions, and I never hesitated to reach out to anyone on their team.

Are there any areas for improvement?

Honestly, I can’t think of a single area of weakness. We had an extremely pleasant working relationship. They delivered on everything they promised, meeting all of our requirements regarding deadlines and budget restrictions. I couldn’t ask for better service. We hope to work with ImageX for any of our future Open Y projects.

Please describe your company and your position there.

I am the marketing VP of a nonprofit dedicated to health, fitness, and youth development.

For what projects/services did your company hire ImageX?

Our company recently merged, so we had two websites with declining traffic and lack of attention to UX.

What were your goals for this project?

We wanted members and prospective clients to easily find the programs and services that would best meet their needs. We also wanted to increase overall traffic and engagement.

How did you select this vendor?

ImageX came highly recommended by many colleagues. When we met with their team ourselves, we could certainly see why.

Describe the project in detail.

They merged two websites, streamlining content from several hundred pages to just over 250 pages. Each step of the project was done with customer experience at the forefront.

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

The site offers an excellent customer experience for both mobile and desktop users. Traffic to our site doubled within the first week of our launch. Visitors to our site can now find what they need more quickly, as evidenced by the amount of time spent during sessions.

How effective was the workflow between your team and theirs?

Their project manager guided us through the process. Initially, we did an on-site kick-off with the ImageX team, and the face-to-face time gave our teams a chance to build a great rapport. The foundation of trust and the ability to effectively communicate with each other accelerated the pace of our project and contributed to the level of quality. We also had regular check-ins and the ability to add additional meetings.

What did you find most impressive about this company?

ImageX had a high level of UX/UI expertise. We hope we can build our next site with them, too.

Please describe your company and your position there.

Technical Safety BC is an independent, self-funded organization that oversees the safe installation and operation of technical systems and equipment. In addition to issuing permits, licences, and certificates, we work to reduce safety risks through assessment, education, outreach, enforcement, and research. I'm the web development business partner, responsible for managing the website.

For what projects/services did your company hire ImageX?

We hired them to review our website, redesign our site templates, and recommend a plan for upgrading our CMS  to Drupal.

What were your goals for this project?

The goal was to enhance our website, provide the best user experience, and help our clients find information efficiently and effectively. We wanted a secure, well-supported CMS that was easy to customize. Its architecture also needed to be reorganized.

How did you select this vendor?

We selected ImageX after interviewing a shortlist of interested web development companies. Our selection committee overwhelmingly chose ImageX based on their proposal and presentation.

Can you go into detail about the services they provided and the scope of the project?

After an intensive onsite discovery session, ImageX created a discovery brief and project plan, reviewed user personas, and built user stories and features. Then they reviewed and refined the UX while recommending analytics and SEO strategies. 

They audited our site content and created an editorial calendar and a content governance plan. Through user testing sessions, they shaped, mapped, and prioritized content, then developed wireframes and static prototypes. They developed a home page and internal page templates. They also configured our server, installed our CMS, migrated content, and tested the system.

What was the team composition?

The project team from ImageX included a project manager, a senior business and UX architect, a senior product designer, a lead developer, and a senior digital strategist.

Can you share any information that demonstrates the impact that this project has had on your business?

They improved the usability and content of our website, which received kudos from external clients. Our traffic and page views increased by 55% in the second quarter of 2018, compared to the same period last year. The website also won gold in the 2018 dotCOMM Awards, an international competition honoring excellence in web creativity and digital communication.

How was project management arranged and how effective was it?

ImageX's project managers worked effectively to establish goals and requirements, create plans, and implement strategies. They built consensus and dealt prudently with challenges, showing flexibility and adaptability while focusing on the project's success.

What did you find most impressive about this company?

I was impressed by ImageX's pragmatic execution and composed, instructive leadership.