Learn how this mission-driven agency leverages Marker.io to deliver complex, accessible websites to their clients.
Chris Hinds is the COO of Equalize Digital, an accessibility-focused WordPress agency.
He is responsible for coordinating website projects for the company ⏤ including sourcing and coordinating client feedback.
We used to get feedback and bug reports in numerous formats⏤email, screenshots, Google Docs, Excel, random chat messages, you name it. Now it’s all in Marker.io, and that integrates with our Basecamp and GitHub.
The challenge: Getting feedback and bug reports in an actionable format
Before using Marker.io, Chris and his team received client feedback in numerous different and often incomplete formats.Â
The quality of what we get back is so much higher, because the customer doesn’t have a choice but to tell you everything when they use Marker.io.
Clients would send everything from:
- Emails with vaguely annotated screenshots
- Random chat messages and DMs
- Poorly formatted Google Docs
Unfortunately, the result was always the same: no matter how many times they would ask, they would never get the information they needed in a consistent way.
This was not only a headache for Equalize Digital, but also for their clients.
Both the reporting and collecting were a source of friction.
Marker.io was a better experience for our clients, too. All they have to do is log in to their website and start reporting issues. There’s a lot less barriers to getting feedback.
The solution: Install Marker.io's Wordpress plugin and receive all bug reports in GitHubÂ
Marker.io’s integration with both GitHub and Basecamp made it a no-brainer for Equalize Digital to streamline client feedback and bug reporting.
Because the tool is just one click, the team gets even more feedback than they need at times.
More bugs get reported before they reach production, and in fact, duplicates have become more common⏤but they’re easy enough to merge and deal with.
Top features for us are the GitHub integration and automatic collection of browser data. Both make our work so much simpler!
Key results
Marker.io has been easy to adopt for both the team and their clients. It saves them time, and has made them more efficient.Â
- Equalize Digital no longer spends unnecessary time making sense of client feedback in numerous of different formats;
- The team can tackle more bug reports and feedback in a shorter timescale;
- The QA stage of every project now has way less friction. Instead, clients give their feedback, Equalize Digital resolves it, and projects are concluded.
We’re spending less time trying to get client feedback into a useful format. Instead, we’re spending that time executing, so we’re using the same time more productively.
