Kayla Spiess, Vice President, Partnerships at Infusion, describes the company approach to engagements as holistic and multidisciplinary. In addition to deploying project managers and developers on projects, Infusion includes members from its UX team to ensure quality user experiences on all projects. The agency discovered through previous engagements that effective UX was very important to solution adoption, reduced the need for customer service and support, and increased overall quality. Knowing this, nearly six years ago, Infusion began adding UX members to engagements. “Greg [Brill, Infusion co-founder and CEO] said, ‘Hey, at this point customers aren’t yet asking for [UX], but they will soon so we should get ahead of it. We have to consider experience in design of all the things we build. No longer can solutions just be enterprise-scale and robust. They also have to be user-friendly and set in strategy,’” Spiess recalled.
Brill recognized that the consumer experience was changing user expectations, and he felt that enterprises also needed to find ways to reinvigorate their internal systems. “We were able to take much from the consumer world and bring it to enterprise. Brill saw that and we began our transformation at that point six years ago or so, really pushing the envelope,” Spiess said. “It was important to consider the user experience and in some cases have your customers pay more to have something well -designed.”
Once Infusion’s leadership team made the commitment to emphasize UX in engagements, it needed to develop a strategy and approach to market the value that UX adds to engagements. To do this, Infusion hired Peter Rivera. While initially brought on as Vice President and Executive Creative Director, his role has grown to Chief Experience Officer. Rivera had previously been the Senior Vice President of AOL Media, and during his tenure, he led a team of over 200 designers, PMs, front-end developers, and teams responsible for SEO and content development. In addition, he was responsible for global design and digital brand standards across AOL’s web experiences and mobile products.
At Infusion, Rivera strengthened the firm’s creative muscle and got the engineering and creative teams working well together. “There’s a sort of difference between the creative mindset and the engineer, but we’ve been able to find that harmony in our business and we now deliver that sort of one-hand-to-shake partner that can take you from the beginning to the end of an engagement,” said Spiess. “