torque9 + quest software next generation web site user experience - proposal and statement of work...

Torque9 + Quest Software

Next Generation Web Site User Experience - Proposal and Statement of Work

10.18.2007

Prepared by:

Heather Walton – Director of Operations Torque9 (primary contact)

[email protected]

Amy Cueva – Chief Experience Officer Mad*Pow

[email protected]

Torque9, LLC

42 Sanborn Road

Hampton Falls, N.H. 03844

http://www.torque9.com/

p: 603.580.5520

f: 603-580-5826

Copyright © 2007 Torque9, Inc. | www.torque9.com 2

Next Generation Web Site User Experience

TABLE OF CONTENTS

Business Goals & Objectives page 3

Timeframe/Schedule page 4

Our User-Centered Design Process page 5

Proposal of Work page 6

Project Deliverables and Parameters page 13

Project Fees page 14

Authorization and Acceptance page 15

About Us page 16

Project Management Process page 22

References page 23

Testing and Support Plan page 25

Service Level Agreement page 26



EXECUTIVE SUMMARY

Initial goals for the Quest Software Next Generation User Experience

project are:

Make the Site Easy to Use and Intuitive

· Support various user types (those with different roles, needs, or

at different points in the relationship) through the design of a

consistent and simplified interface

· Effectively structure the navigation, content hierarchy and

information architecture so that information is easy to find

and tasks are easy to perform

· Improve integrated content relevancy and importance; content

delivery in a simple yet not simplistic fashion

· Adhere to ADA and W3C standards

· Build customer loyalty, enhance customer relationships, and

create a point of competitive differentiation in the marketplace

Improve Marketing Effectiveness

· Extend Quest Software marketing strategy into the

user experience by integrating relevant information and strategic

calls to action into the experience

· Explore new site functionality that will assist Quest Software in

meeting it’s marketing, lead generation, market share, program

delivery, and customer satisfaction goals

· Determine and measure benchmarks to test the site’s marketing

effectiveness and ease of use

Provide a Branded & Stunning Visual Design

· Design a clean and crisp interface that is consistent with existing

brand and visual collateral

· Design the new interface considering future functionality and

feature additions



TIMEFRAME/SCHEDULE

Quest Software has indicated their desire to complete this project in a 6

month timeframe. Torque9 has developed a project timeline accordingly,

engaged resources, and is sufficiently prepared to meet this objective.

Torque9 will collaborate with Mad*Pow Media Solutions, a leader in user

experience design, and will follow a user-centered process to assist

Quest Software in achieving its goals. This methodology is comprised

of four phases: 1) Discovery, 2) Definition, 3) Design and 4)

Development

For a detailed description of each phase, please refer to the

section of this proposal titled “User-Centered Design Process”.

We propose the following timeline to begin the engagement:

October 19, 2007: Engagement Proposal delivered to Quest Software by

Torque9, LLC. This document will be reviewed and any changes made, if

necessary.

November 30, 2007: Terms agreed upon by both parties; Proposal and

Professional Services Agreement signed.

Week of December 3, 2007: Project kick-off meeting held. 40% of total

project fee due upon commencement of project.

A very detailed, yet breathable, Project Timeline is included as an

attachment with this proposal.

This timeline as well as any and all project related documentation and

deliverables will be housed on the Torque9 client extranet for Quest

Software at:

http://torque9.projectpath.com/login

Username: questPassword: techn0logy

Torque9, LLC and Quest Software will need to strictly adhere to agreed-

upon timelines to achieve the aggressive timetable for this project.

Based on this caveat, Torque9 estimates that this project can be

completed in a 6 month timeframe or less.



USER-CENTERED DESIGN PROCESS

Phase I

Discovery:

*Begin QS Phase 1*

Strategic Workshops

Stakeholder Interviews

Business Goals

Documentation Review

Technical Benchmark

Timeline & Extranet

Phase II

Definition:

Comp & Heuristic

Analysis

Upfront Usability Testing

User Research & Analysis

User Personas Creation

Task Flow Analysis

*Begin QS Phase 2*

Information Architecture

Directional Interface

Design

Usability Testing

Directional Interface

Design

Refinement

Phase III

Design:

Creative Brief

Competitive Visual

Analysis

Visual Interface Design

Visual Design Extension

Phase IV

Development:

Prototype Creation

Usability Testing

Prototype Refinement

HTML/CSS Templates

Graphics Library

Style

Guide/Interaction

Document



PHASE I DISCOVERY

Phase I Business Intelligence

During Phase I Torque9 and Mad*Pow will work with Quest Software to

identify and prioritize business goals and project requirements

We conduct a series of strategic workshops with key project

stakeholders to extract information that will help us determine

the breadth and depth of the project requirements.

We review all relevant documentation, participate in site

demonstrations, and accomplish any other ramp-up necessary to

develop an appropriate project proposal, timeline, scope of deliverables

and budget.

Value provided in this phase: At the end of this phase the business

goals and requirements for the project will be defined and refined, and

all key stakeholders in the company will be engaged and synchronized.

Process:

· Create the Torque9/Quest client extranet site

· Author executive summary & proposal

· Construct project timeline

· Review relevant documentation

· Complete technical benchmark

· Conduct stakeholder interviews

· Conduct strategic workshops (detailed on the next page)

· Document business goals, workshop and interview output

Discovery Deliverables:

Torque9 Client Extranet Site

Your project will be given a password protected extranet. All project documents and

deliverables will be posted to this site.

Executive Summary & Proposal

This summary will outline strategic goals, project opportunities, risks, limitations and

initial concepts. The proposal will outline every element of the project including: a detailed

description of the project, your dedicated team, our process, the set of deliverables, the

technologies we will use and the total investment request.

Project Timeline

The timeline will be delivered as a Microsoft Project file and documents key events and

delivery dates as they relate to each step in our process.

Technical Benchmark

This document determines how technology could and should affect the interface design.

Stakeholder Interview Document

The stakeholder interview document outlines what will be covered during interviews

conducted with business stakeholders. Interviews or focus group like sessions will be

conducted with the customer insights team and other key business stakeholders.

Business Goals, Strategic Workshop and Stakeholder Interview Output

This document will provide Quest with clarified business goals gained from strategic

sessions and stakeholder interviews. These business goals will guide the project moving

forward and will be used to determine scope.



PHASE I DISCOVERY – ONSITE KICKOFF & WORKSHOPS

Attendees & Location:

Key stakeholders: Will be determined by Quest Software. Can include project

managers, business sponsors, business analysts, technology leads, Quest

Software design representatives, and anyone else deemed to be crucial to the

discussion/decision making process. Sessions will be conducted on-site at

Quest Software, in the location that makes the most sense for the participants

involved.

Session 1: Meet & Greet:

· Meet & greet/introductions

· Give an overview of the project

· Discuss why we are here; goals and outputs of the engagement

· Present timeline & give a session overview

· Discuss roles & responsibilities

· Discuss working relationship & decision making process

Session 2: Business Goals & Objectives

· Discuss project history

· Identify goals/prioritize

· Outline important risks and opportunities

Session 3: User Persona Workshop

· Review existing personas

· Describe selected personas using the Mad*Pow persona outline as a guide

Session 4: Competitive Review

· Give a product/site/site demo

· Identify pain points, concerns, and areas of focus

· Identify areas of current success

· Identify technical constraints and opportunities

Session 5: Technical Discussion

We will conduct a session where we outline the risks opportunities and

limitations presented by the chosen technology solution.

Session 6: Task Flow Analysis

Conduct an interactive session to identify and detail the top 10 - 20

task flows of the target user personas. The scenarios will describe

how tasks occur entirely from the perspective of the user. site

interaction will only be indicated by a description of what the user

would expect, not indicating current or future site click paths.

Session 7: Vision Brainstorm

We will brainstorm and identify new ideas for: content, screens,

components, features, functions, etc. We will conduct an interactive

session designed to prioritize output from the brainstorming session



PHASE II DEFINITION – USER EXPERIENCE DEFINITION

Phase II User Experience Definition

Intense research and analysis is conducted during Phase II that helps

the team uncover important details about the intentions and

interactions of your target users.

Once the user’s perspective and mental model are fully understood, we

build the information architecture and navigational site. These concepts

are illustrated through two interface paradigms, each with its own

philosophical approach.

Once a paradigm direction has been chosen, key screens are

wireframed, reviewed and refined.

Value provided in this phase: At the end of this phase, Quest will

have a precisely formulated user experience that will both satisfy user

needs and meet business goals. The information architecture for the

entire site will be documented, site functionality will be defined and

wireframes for each key screen will be provided.

Process:

Research & Analysis

· Conduct heuristic & competitive analysis

· Perform upfront usability testing

· Conduct open card sort and affinity diagramming sessions

· Perform contextual inquiry (observation & experiential interviews)

· Author and present recommendations report

· Document user personas

· Perform wireframe usability testing

Directional Interface Design

· Create and present information architecture

· Design and present interface paradigms

· Design and present wireframes of key screens

· Conduct wireframe usability test

User Experience Deliverables:

Upfront Usability Testing Script

A script will be created that will test the current site to evaluate the effectiveness of the

navigation, the user’s ability to complete tasks and the effectiveness of Quest’s marketing

efforts. Your input is essential in the creation and validation of this document of which we

will provide 1 revision. Quest will be responsible for recruiting for the tests and providing the

honorarium. The tests will be conducted at Quest facilities, on-site with the users or in

another offsite location. Your input is essential in the creation and validation of this

document of which we will provide 2 rounds of edits.

Card Sort Strategy

The card sort strategy will document what items will be included in the card sort, whether

the sort will be conducted on site with a select number of users or remotely with an

extended audience. Your input is essential in the creation and validation of this document of

which we will provide 2 rounds of edits.

Contextual Inquiry Document

The research document outlines what is covered during contextual research and user

interviews. Users selected represent key user types and will not exceed 80 total users. User

sessions will be arranged by Quest Software and take place in the location where the user

typically interacts with Quest Software. Research includes observation of the user

interacting with the application, and interview questions directed at the their background, job




User Experience Deliverables (cont):

responsibilities, and application usage. Your input is essential in the creation

and validation of this document of which we will provide 2 rounds of edits.

Recommendations Report

This report presents themes and recommendations gathered during the

research and analysis phase of the project. Themes are derived from

quantitative analysis, for example “Five users said X, and 1 said Y”, as well

as independent factors and observations recognized during heuristic

analysis. Recommendations are reviewed with you and the group decides

which recommendations are in and which are out.

User Persona Document

This document defines the demographic information, position and specific

application usage for the target users of the site. The user personas serve as

a guideline for the future project deliverables and will not exceed 10

personas. The target user types are mutually identified and agreed upon and

2 rounds of edits will be included.

Task Flow Scenarios

Five to ten scenarios document the key task flows of the target users. The

scenarios describe how tasks occur entirely from the perspective of the user.

System interaction is only indicated by a description of what the user would

expect, not indicating current or future system click paths. The ten to twenty

scenarios are mutually identified and agreed upon. Your input is essential in

the creation and validation of this document of which we will provide 2 rounds

of edits.


The IA maps out all of the various content and working areas in the site. The

goal of the IA is to document all screens in the site and begin to identify

content

affinities, consistent task flows, and organizational metaphors. The IA will not

indicate final navigational labels. Navigational labels will be finalized through

the interface paradigm and wireframing process. Your input is essential in the

creation and validation of information architecture of which we will provide 3

rounds of edits.

Interface Paradigms/High Level Concepts

There are usually several different philosophical ways of approaching an

interface. We will narrow in on the two with the best potential and will validate

the choice with Quest Software. We will then brainstorm, formulate and

concept wireframe layouts that represent the best of each philosophical

interface approach.

The wireframe layouts will illustrate the content hierarchy, navigation and

functionality for a mutually agreed upon set of screens (not to exceed 100

screens). Usually this set of screens will represent key screen types, or

screens in a key task flow. Your input is essential in the creation and

validation of the interface paradigms of which we will provides 3 rounds of

edits.




User Experience Deliverables (cont):

Screen Inventory Document

The inventory document lists all screens in the site and identifies screens that

share form and function with other screens as being a certain screen type;

“Search and List”, “Simple Form” or “Site Prompt” for example. Key screens

are earmarked in this document. A key screen can be a specific screen;

“Homepage” for example, or a screen type “Search and List,” for example. The

mutually agreed upon list of key screens specifies which wireframes will be

delivered in consequent phases. Your input is essential in the creation and

validation of this document of which we will provide 2 rounds of edits.

Wireframes of Key Screens

Wireframes of the key screens identified in the screen inventory document

above are provided. Your input is essential in the validation of this document of

which we will provide 3 pre-usability testing and 3 post-usability testing rounds

of edits.

Usability Testing of New Wireframe Solution: Script & Report

A script will be created that will test the current wireframes to evaluate the

effectiveness of the navigation, the user’s ability to complete tasks and the

effectiveness of Quest’s marketing efforts. Your input is essential in the creation

and validation of this document of which we will provide 1 revision. Quest will

be responsible for recruiting for the tests (not to exceed 20 users) and providing

the honorarium. The tests will be conducted at Quest facilities, on-site with the

users or in another offsite location. Your input is essential in the creation and

validation of this document of which we will provide 2 rounds of edits.

The report presents themes and proposed solutions. Themes are derived

from quantitative analysis, for example “Five users said X, and 1 said Y”, as

well as independent factors and observations. Recommendations include

proposals for solutions to the themes. Recommendations are reviewed with

EF and the group decides which recommendations are in and which are out.

We will provide 1 revisions to this document.



PHASE III DESIGN – VISUAL DESIGN

Phase III Visual Design

During visual design we identify what characterizes a successful

interface design and do a competitive analysis of your competitors’

visual designs.

We create three independent options for the visual layer, composing

the colors, icons, fonts, layout and other design elements.

We apply any existing brand guidelines where necessary to ensure

that the interface will be either groundbreaking for your company, or

achieving uniformity with other implementations.

Once an option is selected, we will conduct 3 rounds of revisions

to perfect it.

Value provided in this phase: At the end of this phase Quest will

have a beautifully branded and usable site visual design. Content

gaps will be filled by Quest and all content will be refined as

necessary by Torque9

Process:

· Conduct visual groundwork meeting

· Conduct competitive visual analysis

· Design and present up to 5 visual ‘look and feel’ interface concepts·

· Extend the visual design to all key screens

· Create content outline

· Re-write/re-organize content

Visual Design Deliverables:

Up to 5 Visual ‘Look and Feel’ Interface Concepts

Torque9 will design three compositions of the visual site, each with its own

interpretation of the brand and its respective guidelines. We will work with internal

design/graphics resources to determine the online brand direction for Quest. We will

provide three rounds of edits to refine the visual design.

Visual Extension

Torque9 will apply the chosen visual direction to all key screens. This visual

extension will be ready before the January conference. We will provide three

rounds of to key screens, culminating in thirty polished screenshots which can be

used in conference communications materials/demonstrations. We will provide three

rounds of edits to refine the visual design extension.

Content Outline

Torque9 will deliver a content outline that will enable content creators to gather and

keep track of content all in one place. It will be used to identify gaps and

opportunities. We will provide three rounds of edits to refine the content outline.

Content Audit

Torque9 will take inventory of the current site content and make recommendations

on areas which need improvement, re-write or re-organization.

Content re-write and re-organization

Torque9 will re-writing, re-organizing, improve necessary content as noted in the

content audit. We will provide three rounds of edits to refine the new content.



PHASE IV DEVELOPMENT – PROTOTYPING

Phase IV Prototyping

During the interface development phase we code and create the

elements of the interface that will allow the development team to hit

the ground running and/or facilitate their efforts. We will provide you

with the source files and image libraries necessary to develop the

key screens of the interface that were outlined in the screen

inventory.

Value Provided: At the end of this phase Quest will have a tested

and refined prototype for all 100 key screens. The prototype can be

used as a communication tool internally, and in coordination with the

high level business requirements will become a resource for the

design and development teams as they move towards

implementation. The prototype will define the vision for quest.com.

The business and development teams may determine that a phased

approach to the release of the new vision is necessary, in which

case Mad*Pow can support your interface development efforts on

an ongoing basis, providing whatever interface design assistance

you require. The interface development support phase is often bid

separately upon completion of the initial project.

Process:

· Code HTML/CSS templates

· Build supporting graphics libraries

· Build rich content prototype

· Create style guide/interaction document

· Perform wireframe usability testing & report

Prototyping Deliverables:

Supporting Graphics and Graphic Libraries

Torque9 will develop and easy to understand library of source graphics with proper

naming conventions.

HTML Templates & Cascading Style Sheets

Torque9 will code and create html templates for key screens so that the development

team has a solid starting point as they transfer our files into their staging environment.

Our cascading style sheets will represent the brand guidelines and will allow for a

consistent visual experience for users of the system.

Rich Content Prototype

Torque9 will develop a click-through html/css prototype of the new vision. The prototype

will allow a user to “walkthrough” key screens, will be used for usability testing and will be

used as a resource for the development team.

Style Guide/Interaction Document

An interaction document will be created which outlines how styles, fonts, colors and other

visual treatments are used. It will also provide a screen by screen description/narration

or the items on the screen and how they should function for the thirty key screens.

Usability Testing of Prototype: Script & Report

A script will be created that will test the current wireframes to evaluate the effectiveness

of the navigation, the user’s ability to complete tasks and the effectiveness of Quest’s

marketing efforts. Your input is essential in the creation and validation of this document

of which we will provide 1 revision. Quest will be responsible for recruiting for the tests

(not to exceed 20 users) and providing the honorarium. The tests will be conducted at

Quest facilities, on-site with the users or in another offsite location. Your input is essential

in the creation and validation of this document of which we will provide 2 rounds of edits.



PROJECT DELIVERABLES AND PARAMETERS

Business Intelligence Phase Deliverables:

1) Your Torque9 Extranet Site

2) Executive Strategic Summary

3) Project Proposal

4) Project Timeline

5) Technical Benchmark

6) Stakeholder Interview Document (<12 Participants - 1 Round of Edits)

7) Business Goals, Strategic Workshop and Stakeholder Interview Output

User Experience Definition Phase Deliverables

1) Upfront Usability Testing Script (<20 Users - 2 Rounds of Edits)

2) Card Sort Strategy (<10 Users in Person, Unlimited Remote –

2 Rounds of Edits)

3) Contextual Inquiry Document (<40 - 80 Users - 2 Rounds of Edits)

4) Recommendations Report (2 Rounds of Edits)

5) User Persona Document (5 - 10 Personas - 2 Rounds of Edits)

6) Task Flow Scenarios (10 - 20 Tasks - 2 Rounds of Edits)

7) Information Architecture (3 Rounds of Edits)

8) Interface Paradigms (2 Interface Approaches

Illustrated through Wireframe Concepts for <8 Screens in a Top

Scenario, 1 Direction Chosen, 3 Rounds of Edits)

9) Screen Inventory Document (2 Rounds of Edits)

10) Wireframes of Key Screens (<100, 3 Pre-Usability Testing Rounds of Edits

and 3 Post-Usability Testing Rounds of Edits)

11) Usability Testing of New Wireframe Solution: Script and Report (<20 Users -

2 Rounds of Edits)

Visual Design Deliverables:

1) 2-5 Visual ‘Look and Feel’ Concepts of the Interface

(2 Key Screens used to present, 1 Direction, 3 Rounds of edits)

2) Visual Application to the Key Screens

3) Content Outline

4) Content Audit

4) Content Re-write/Re-organization

Prototyping Phase Deliverables:

1) Supporting Graphics and Graphic Libraries

2) HTML Templates and Cascading Style Sheets

4) Rich Content Prototype (HTML/CSS)

5) Style Guide/Interaction Document

6) Usability Testing of Prototype: Script and Report (<20 Users - 2

Rounds of Edits)



PROJECT FEES

Torque9 proposes to engage in the Quest Software Next Generation User

Experience Project for the price of $427,550.00. This price is based upon

Torque9’s Creative Process and includes all time and materials required for

developing and presenting this project according to the process. The cost

breakdown associated with the process is:

Phase I Discovery – Onsite Kickoff & Workshops: $65,430.00

Phase II Definition - User Experience Definition: $236,320.00

Phase III Design - Visual Design: $60,200.00

Phase IV Development – Prototyping: $65,600.00

Total Fees: $427,550.00

Payment Terms

40% Due Upon Commencement of Project

30% Due Upon Commencement of Phase II

30% Due Upon Completion of Project

Change Orders

If, at any time throughout the process, the project scope for a deliverable

changes due to client requests to increase or broaden the scope of the

project, a “Scope Addendum” will be submitted and approved in writing prior to

the commencement of any additional work required.

Upon payment in full, Torque9 will assign all rights, titles and interests in the

original works of authorship prepared hereunder to Quest Software including,

but not limited to, the copyrights in the works of authorship. Torque9 retains

copyrights and ownership over all concepts and artwork presented, but not

chosen, for the project herein.

Travel

Travel will be billed separately, and will not exceed $40,000 for air, hotel, food

and beverage. This amount accounts for a total of 6 - 8 trips to Ohio and/or

target audience locations for user centered activities and client meetings.



PROJECT FEES

So that Torque9 can begin to assign the resources required for the

Quest Software Next Generation User Experience project, please acknowledge

below your acceptance of the terms of this proposal.

Both parties agree that before the project kick-off, a Professional Services

Agreement will be executed, and that the terms of that Agreement will be

binding upon both parties. Both parties also agree that this proposal document

shall serve as an exhibit to the Professional Services Agreement, and shall be

referenced therein.

This proposal is valid through November 30, 2007.

Torque9, LLC

by:____________________ date:__________

Heather Walton, Director of Operations

Quest Software

by:____________________ date:__________


ABOUT TORQUE9, LLC


Company Overview

Torque9 was founded in 2000 and has offered web development services

since 2002. We believe in consistent branding and intuitive user

experiences that can bring our Clients closer to their consumers. Torque9

uses a four phased approach when executing projects; we find this

approach is the most flexible and affective way to work with our Clients.

Through this approach we can share our experience in visual design,

branding, user experience design and development

In order to have flexibility in the services we provide, and also keep our

overhead low Torque9 has developed a unique business model that has

served the company well for the past seven years. We have pooled

together a group of independent designers and developers who do some of

the industries best work. This way we can call on any one of our

designers/developers and tailor our resources according to project needs.

All of our designers and developers have worked for large agencies in the

past and have experience and portfolios that are best in class.

Markets Served

Technology/Internet/Software

Hospitality

Healthcare

Insurance

Retail/Consumer Goods

Automotive

Services Provided

eCommerce Solutions

User Experience Design

Interface Design


Task Flow Analysis

Visual Design

Branding

Consumer Packaging

Interactive Media (Flash Design, Development & Action Scripting)

Copywriting

HTML/CSS and Client Side Scripting



ABOUT MAD*POW MEIDA SOLUTIONS, LLC – USER RESEARCH PARTNER

Company Overview

Mad*Pow is a user-centered design studio that specializes in creating visual

communications and intuitive user-experiences for customer-facing

websites and applications, internal systems, ecommerce and marketing

websites and interactive media.

We are located in the heart of the New Hampshire Seacoast in historic

Portsmouth, NH.

Since 2000, we have been providing award-winning creative ideas and

personalized account service for industry leaders and large organizations

such as Global Relief Technologies, Google, American Express, Starwood

Hotels, Aetna, Fidelity and Timberland.

Mad*Pow is comprised of 19 talented and passionate user experience

professionals, each with a deep focus on helping our clients achieve their

business goals and produce measurable results.

Working together as a team with our clients we share our vast knowledge of

user experience, brand identity, editorial redesign, web site construction,

consulting and creative direction.

Markets Served

Technology/Internet/Software

Hospitality

Healthcare

Insurance

Financial

Human Resources

Retail/Consumer Goods

Manufacturing

Energy

Services Provided

eBusiness Strategy

User Experience Design

Interface Design


Task Flow Analysis

User Research

Market Research

Competitive Analysis

Usability Consulting

Visual Design

Branding

Interactive Media (Strategy, Flash Design, Development & Action

Scripting)

Copywriting

HTML, CSS and Client Side Scripting

Address:

135 McDonough Street

Portsmouth, N.H. 03801

EIN: 20-1036766



TORQUE9 ORGANIZATIONAL CAPACITY

Visual Design and Production Development

Company Leadership

Andrew Eaton – Art Director/Visual Designer and Flash Developer

Hakki Yemeniciler - Visual Designer, Flash Developer,

HTML/CSS Developer

Mark Raymond - Visual Designer, Flash Developer

Jennifer Bruni - Copywriter

Eric Webster – Web Developer (ASP, Javascript, AJAX, SQL, MySQL, PHP5)

Sam Beam – Web Application Engineer and Developer (SQL, MySQL, Javascript, AJAX,PHP5)

Manik Sarker – Web Application Engineer and Developer

(ASP, Javascript, AJAX, SQL, MySQL, PHP5)

Heather Walton – Partner and Director of OperationsDerrick Brazeal – Founder and Creative Director

Office: 500 square foot contemporary building in Hampton Falls, NH

Hardware/Software: 10 computers (Mac and PC) running Adobe Creative Suite, Microsoft Office, Microsoft Visio,

Microsoft Project.



MAD*POW ORGANIZATIONAL CAPACITY

Visual Design & Production

Company Leadership

Will Powley – Founder and Chief Creative OfficerAmy Cueva – Founder & Chief Experience Officer

Bradley Honeyman – Chief Operating Officer and Strategy Director

Josh Corringham – SVP and Director Business Development

User Experience

Michael Hawley – SVP, User Experience Director

Megan Grocki– Sr. User Experience Designer

Jennifer Giroux – User Experience Designer

Eric Muehlmatt – Sr. User Experience Designer

Amanda Rotondo – Sr. Researcher

Kirk Membry – Sr. User Experience Designer

Kyle Pero – Sr. User Experience Designer

Buck Beaudoin – SVP, Creative Director

Chris Mellette – Visual Designer

Morgan Campbell – Visual Designer, Flash Developer

Mike Woodard – Creative Technologist

Michael Etzel – Actionscripter

Rich MacNeill – Designer

Andrew Klein – Designer

Kevin Duffy - Copywriter

Office: 4,000 square feet, 18 Desks, Historic Building, Portsmouth, NH

Hardware/Software: 22 computers running Adobe Creative Suite, Microsoft Office, Microsoft Visio, Microsoft Project.

Bold represents full time employees



TORQUE9 KEYSTAFF

Creative Director

Derrick Brazeal, Founder and Creative Director

Before founding Torque9, Derrick spent the last decade growing the interactive capabilities of several leading design

agencies and global brands. From MicroArts to Fitch, and RedHat to VW, Derrick has honed his skills converting brand

strategies into high quality interactive experiences. With a true passion for consumer-facing design and technology, Derrick

continues to create memorable brand communication tools.

Project Manager

Heather Walton, Partner and Director of Operations

Before becoming a partner at Torque9 Heather spent the last 8 years managing the work of multi-million dollar clients for

world renown, strategic design agencies like Fitch and Digitas. Work that includes web site builds/redesigns, web

application development, email campaigns and direct marketing campaigns. Heather has gained a true appreciation for

what it takes and what it means to create a quality consumer experience. Leveraging a passion for information architecture

and design, Heather strives in managing the creation and development of top quality work.

Technology Lead

Sam Beam

With 10 years of web application development, Sam is a highly experienced developer and an integral part of the Torque9

family. He has created and deployed original database-backed product catalogs, e-commerce sites, intranet, and content

management applications. Sam has worked for several successful start-ups and web development agencies. He is

dedicated to quality and it shows in his work.

Staffing Percentage:

Torque9 will assign approximately 40% of their time and staff to this account



Business & User Experience Strategist

Amy Cueva, Founder and Chief Experience Officer

Amy is the logic and reason behind Mad*Pow. She combines her analytical capabilities, intuition, creativity, and common sense with

an extensive background in user experience, interface design, information architecture and usability to deliver success on client

objectives. She has developed and evolved the Mad*Pow proprietary user centered design process as the vehicle for the facilitation

of the business intelligence, research, analysis and strategy required to create leading edge user experiences.

Creative Director

Will Powley, Founder and Chief Creative Officer

Will is the creative visionary behind Mad*Pow. He utilizes his extensive background in live motion graphics and cutting edge new

media technologies to give life to every client engagement. Today Will is responsible for building what will prove to be an appropriate

and effective team to meet client objectives. He embraces the client relationship and serves as the primary point of contact. He

develops and manages the budget, timeline and scope of each project while overseeing and ensuring quality creative deliverables.

User Experience Director

Michael Hawley

As director of Mad*Pow’s user experience department, Michael brings deep expertise in user experience research and usability

design to Mad*Pow clients, providing tremendous value. Prior to joining Mad*Pow, Mike served as Usability Project Manager for

Staples, Inc. in Framingham, Mass. He led the projects for customer-facing materials including e-commerce and Web sites,

marketing communications, and print materials. He received a M.S. in Human Factors in Information Design from Bentley College

McCallum Graduate School of Business in Waltham, Mass. and has more than 13 years of usability experience.

Staffing Percentage:

Mad*Pow will assign approximately 20% of their time and staff to this account

MAD*POW KEYSTAFF



PROJECT MANAGEMENT PROCESS

Torque9 will assign a Project Manager, responsible for:

Regular client communications

Daily project management

Content and deliverable quality

Scope, budget, and timelines

Torque9 utilizes Base Camp, a secure online project management tool. This tool will be used to document all project

communications including:

Initial deliverables

Client phase/deliverable approvals

Review meeting and conference call contact notes

At the beginning of the project each member of the client team will be given a user name and password to access Base Camp. A detailed

project schedule will be created outlining key delivery dates and client reviews. The Project Manager will be responsible for keeping the

project on schedule and within the scoped budget. They will also be responsible for the timeliness of all scoped deliverables

The Project Manager will manage the approval of all deliverables and phases. All deliverables and phases will need to be approved by the

client via a signed approval form, before moving on to the next deliverable/phase. If additional deliverables/project tasks are needed above

and beyond what is originally scoped, the Project Manager will be responsible for communicating with the client any schedule or financial

implications, and will work with the client in obtaining the appropriate approvals.

Before each review meeting deliverables will be posted to Base Camp for review. Following each review contact notes will be posted to the

project site by the Project Manager for review by all client team members. Contact notes will also be posted after conference calls with the

client.

At the close of the project, the Project Manager will work with the client to ensure the delivery of the final product and all applicable assets,

and will wrap up any outstanding project requests/issues. If requested, the Project Manager will facilitate a project post mortem with the client.



TORQUE9 REFERENCES MAD*POW REFERENCES

IDEXX Laboratories

Susan Beattie

One IDEXX Drive

Westbrook, Maine 04092

(207) 239-7668

[email protected]

Starwood Hotels & Resorts

Shana Shufelt

1515 Washington St.

Braintree, MA 02184

(781) 849–4187

[email protected]

Timberland

Stephanie Ketchum

200 Domain Drive

Stratham, NH 03885

(603) 772-9500

[email protected]

Aetna

John Bahl

151 Farmington Avenue

Hartford, Connecticut 06156

(215) 775-3251

[email protected]

Neteller PLC

Dan Starr

[email protected]

Phone: +1-888-258-5859

Mobile +44-782-434-9331

Leisure Sports, Inc.

Travis Shannon

7077 Koll Center Parkway, Suite 110

Pleasanton, CA 94566

Phone: 925-600-1966

[email protected]

Tufts Health Plan

Jason Shniderson

705 Mount Auburn St.

Watertown, MA 02472

Phone: 617-972-9400 ext 8044

[email protected]

Tufts Health Plan Medicare Preferred

Dana Cutter

705 Mount Auburn St.

Watertown, MA 02472

Phone: 617-972-9400 ext 2759

[email protected]



PARTNERSHIPS

E-Commerce Platform

Mad*Pow is partnered with ATG for e-commerce solutions

Search

Mad*Pow is partnered with Endeca for search solutions

Torque9 does not at this time have any hardware/software

partnerships

IPOs, MERGERS OR ACQUISITIONS

Torque9 and Mad*Pow are not actively engaged in any

IPO’s, mergers, or acquisitions.



TESTING AND SUPPORT PLAN

In the testing of the HTML/CSS Templates we will concentrate on the high-level functions of the site, these are functions

that are most important to the central purpose of the site (i.e. the functional groups of an e-commerce site might be defined

as shopping cart application, user registration, and order submission). The test plan will provide a breakdown of the sites

functional groups from most important to least.

We will also test the templates for cross-browser and cross-platform compatibility – this is a primary rule of web site quality

assurance. The types of browsers and platforms will be agreed upon by the client before beginning testing. Site

functionality will be tested first followed by how the site is displaying.

During the testing process bugs will be reported and documented. Fixes will be made to the templates as needed and

testing will be repeated. We will do three rounds of testing and fixes.

Torque9 will provide support to the Quest Software internal development team during their development process. We will

provide direction on integrating the HTML/CSS templates and using the style guide and interaction documentation. Service

to our clients is our number one priority so we will continue to work with Quest Software to ensure the site that is pushed

live is of the ut most quality.



SERVICE LEVEL AGREEMENT

Torque9 will provide an agreement to be signed by both parties in which the following will be defined:

· The scope of the work to be performed

· Compensation and payment terms

· Consultants Warranties

· Rights and Intellectual Property

· Non-disclosure and confidentiality

· Indemnification

· Relationship of the parties

· Term and termination

· Miscellaneous agreed upon client additions

This document will record the common understanding about services, priorities, responsibilities, guarantees, etc. with the

main purpose to agree on the level of service provided by Torque9.

torque9 + quest software next generation web site user experience - proposal and statement of work...

Documents

user experience design

torque9 quest software

usercentered process

site easy

project timeline

visual collateral design

lead generation

project feespage