**BACKGROUND** Introduce your business and your role. I serve as the director of membership and marketing at the National Guard Association of the United States, which advocates for the National Guard and their families. **OPPORTUNITY / CHALLENGE** What challenge were you facing with Unleashed Technologies? Our website had not seen a redesign since 2012, making it somewhat outdated. We aimed to achieve specific key performance indicators (KPIs) by leveraging our website to enhance our business operations. **SOLUTION** What was the extent of their involvement? Unleashed Technologies managed the entire website redesign process efficiently. They migrated our site from Drupal 7 to Drupal 8 and developed backend functionalities while also engaging a third-party company for database integration. They took charge of project management and collaborated closely with us during the design phase. Unleashed Technologies presented two wireframe options, and we refined our choice based on our preferred aesthetics. They fixed responsiveness issues to ensure the new site was mobile-friendly, which was crucial since nearly half of our users access our site via mobile devices. They also resolved various integration issues that existed on our previous site, improved the join and renewal processes, and streamlined our newsletter and magazine subscription options. Additionally, they enhanced the event page's layout and integrated registration functionalities. **TEAM COMPOSITION** Who was on the team? We worked with 5-6 key members from Unleashed Technologies, including a project manager. We also built a strong rapport with one of the lead developers who played a substantial role in our project. **HOW WE CHOSE UNLEASHED TECHNOLOGIES** What led us to collaborate with Unleashed Technologies? We issued a request for proposals (RFP) for a complete website redesign, and Unleashed Technologies submitted a bid. Their exceptional presentation focused on KPIs, which aligned perfectly with our needs. Ultimately, we selected them for their growth package and sustainable website model. Our previous experience with the company that designed our first website was unsatisfactory, especially since they did not provide a maintenance package; their post-launch support was costly and inconsistent. The allocation of hours for future changes and upgrades fit our budget and provided us with greater assurance. We compiled a comprehensive list of goals moving forward, which Unleashed Technologies categorized and prioritized alongside an estimated timeline based on our purchased hours. **INVESTMENT** What was our financial commitment? The RFP indicated we intended to invest about $150,000 for the initial redesign. **STATUS OF ENGAGEMENT** What is the current status of this project? After concluding the RFP process in December, we began the project in January 2018 and launched the new website in August 2018, just in time for our annual conference. **RESULTS & FEEDBACK** What evidence can you provide regarding the impact of the engagement? We invited conference attendees to review our site through a survey. Given that these users were accessing the platform from their mobile devices, this feedback was critical. Overall, attendees expressed satisfaction with the new site's clean and organized layout, which effectively highlights what they seek and offers an improved user experience (UX). The information flow has become much smoother; we previously had extensive text on our website, and Unleashed Technologies assisted us in condensing much of that content. They also incorporated engaging visuals to complement some of our more extensive news articles and organized them intuitively. **PROJECT MANAGEMENT PERFORMANCE** How did Unleashed Technologies perform in terms of project management? Unleashed Technologies was highly responsive. They accommodated our schedules whenever conflicts arose and provided 2-3 team members for our calls, ensuring we had contacts if any issues came up. This allowed us to confirm progress and adherence to our timeline. After their demo, my colleague and I visited their office for further discussions, where they addressed all our concerns. Communication continued through phone, email, and the Teamwork platform, with the CEO regularly checking in on our project. **IMPRESSIONS** What did you find most notable about them? Unleashed Technologies excels in customer service. Their team members are friendly and helpful. I lacked a technical background, but they guided me through the project processes effectively. Their attention to detail stood out; they recorded all our calls and meetings, providing excellent follow-up that kept us informed about the project's status and our financial commitments. Their consistent transparency was invaluable. **POTENTIAL IMPROVEMENTS** Are there any areas for growth? I have no significant criticisms of them. Initially, we were a bit concerned about their design expertise since one reference noted they had only engaged Unleashed Technologies for Drupal development while utilizing another firm for design. Fortunately, we had a wonderful experience, as their lead designer was excellent and thoroughly explained best practices, providing us with resources showcasing comparable websites and their design rationale. The team recognized the design's influence on UX, leading to a great overall experience. **ADVICE FOR FUTURE CLIENTS** Do you have any recommendations for potential clients? As with any project, clearly define your expectations regarding what you want, your timeline, and your budget. We had a tight deadline for launching the new website during our conference, and maintaining transparency about that goal helped shape the project and ensured our teams stayed aligned throughout the process.