Luminary Streamlines QA and Client Feedback Across Complex Digital Projects with BugHerd
Luminary has transformed how it captures, manages, and actions website feedback by embedding BugHerd into its workflow. With faster feedback loops, significantly reduced admin time, and stronger stakeholder engagement, the team can deliver high-impact website projects with greater efficiency and clarity.
Get to know
The Luminary Story
Customer since
2013
No. of BugHerd projects
No. of bugs created
No. of team members (+guests) using BugHerd
Customer since
2013
Client feedback response time:
50% faster
Time saved managing feedback:
15–25 hours per project
Time spent reconciling client feedback:
Reduced by 80%
About Luminary
Established in 1999, Luminary is a full-service, award-winning, digital agency working across a diverse range of sectors throughout Australia. The team specializes in delivering high-impact web and mobile app design, UX, SEO, and digital strategy.
From major enterprise organizations to Australia’s largest not-for-profits, Luminary combines deep technical expertise and strategic vision to drive meaningful results for its clients.
Marty Drill is the Founder and CEO of Luminary, where he leads the agency’s strategic direction, oversees client delivery, and ensures the team continues to innovate in an increasingly complex digital landscape. With decades of experience, Marty plays a key role in shaping Luminary’s approach to delivering scalable, high-quality digital solutions.
The Challenge
As Luminary’s projects grew in complexity, so did the challenge of managing feedback across multiple stakeholders, environments, and stages of delivery.
Capturing and triaging QA and UAT feedback became increasingly difficult, particularly when working with multiple environments, and with different levels of stakeholder knowledge or technical capabilities
Without a consistent system in place, feedback could become fragmented, unclear, and time-consuming to reconcile.
The team needed a way to standardize feedback collection, reduce ambiguity, and streamline the process of identifying and prioritizing issues before they entered their core project management workflows.
The BugHerd Solution
Luminary adopted BugHerd in 2013 and has used it consistently for over a decade to simplify and standardize feedback collection across projects.
“BugHerd provides a consistent, easy-to-implement approach for capturing effective feedback from stakeholders and testers.”
Rather than dealing with scattered feedback across emails or documents, Luminary can now:
Capture client feedback directly on-page with visual context
Easily triage and prioritize issues before they are raised as formal items in their project management tool
Enable non-technical stakeholders to participate confidently in QA and UAT
This has created a structured, low-friction feedback process that integrates seamlessly into Luminary’s delivery workflow.
Stand-out Use Case: Visual QA at Scale
One of the most valuable ways Luminary uses BugHerd is during internal QA processes, particularly in early-stage development environments.
By leveraging BugHerd’s screenshot and annotation capabilities, the team can quickly identify and action any issues detected.
This approach allows them to:
Conduct faster and more efficient QA passes
Capture clear, actionable feedback without lengthy explanations
Reduce back-and-forth between developers, clients and QA teams
Surface issues earlier in the development cycle
“We’ve found great value in using BugHerd for internal visual QA processes, embracing the ability to quickly report and capture screenshots and details of a visual defect.”
As a result, early-stage QA becomes significantly more efficient, helping prevent small issues from becoming larger blockers later in the project.
The Impact of BugHerd
For Luminary, BugHerd has become an everyday part of delivering complex website projects at scale, and providing maximum value to their clients.
By introducing a consistent and visual approach to feedback, the team has:
Reduced website feedback response times by 50%
Cut time spent reconciling feedback by 80%
Saved 15–25 hours per project in feedback management
Improved clarity and quality of feedback across all stakeholders
Increased client engagement during QA and UAT phases
The overall result of using BugHerd? Faster website delivery, clearer communication, and happier clients.
“I would recommend BugHerd to other teams. It’s quick to set up and onboard testers or stakeholders, and allows teams to quickly understand and triage feedback.”
Luminary’s long-term use of BugHerd highlights the value of having a consistent, scalable feedback system in place. By removing friction from QA and stakeholder collaboration, they’ve created a more efficient workflow that supports both their team and their clients.
Want to streamline your feedback process like Luminary?
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Studio Moso is a digital agency based in Melbourne, Australia with a clientele that ranges from large scale banks to local glass manufacturers. The agency provides digital web services, including user experience, web design & development and UX design.
While managing projects involving external and internal stakeholders the team at Studio Moso needed to find a website feedback solution that provided an infrastructure to not only support their internal feedback needs, but that could also loop in external stakeholders.
Ultimately the product selection needed to minimize the number of email and document exchanges, thus save precious team member time and in turn reduce project budgets.
"The team at Studio Moso needed to find a feedback solution that not only supported their internal feedback needs, but could also loop in external stakeholders."
How Studio Moso uses BugHerd
Every staff member at Studio Moso uses BugHerd on an almost daily basis. In fact, the Studio Moso team is one of the earliest adopters of BugHerd (2012). Today they are using the tool as a part of their studio feedback infrastructure.
“We use a combination of software in our studio when managing projects: Bugherd (of course), Trello, Slack, Jira & Team Gantt all play an important role in our studio infrastructure.”
Karlie Senior Account Manager
Studio Moso mainly uses BugHerd with new clients, before launching the final website, feature or campaign. They do occasionally use the tool on a live site to mark up changes as required.
How Studio Moso uses BugHerd
After finishing the internal QA process of the new site, the Studio Moso team provides client access to BugHerd. The clients mainly use Chrome capture screenshots to pin issues and feedback, creating tasks for the team to action.
With the help of the upload documentation function, the feedback loop can get started and bingo! The tasks are sent back to the QA manager at the studio.
Once all the tasks have been collected from the client, the studio account manager will jump in and validate the tasks by replicating them. Once completed, the content of the tasks will be modified for the developer or the account manager to take over the ticket to be resolved.
Once the requested tasks have been completed, the tasks gets dragged and dropped to the DONE column on the Kanban board. In the tasks final review stage, the client gets the tasks assigned to them for one final review for them to be closed off.
The whole process usually takes under 2 weeks, for multiple rounds of feedback and communication. Imagine doing that all over email… shudder.
"BugHerd is a software we write into all our proposals and our clients love it just as much (sometimes more) than we do."
What Studio Moso loves about BugHerd
It’s really hard for us to remember a time prior to BugHerd! We have on a few occasions not provided a client with BH access and it’s been a slew of documents + emails with changes - enough to know that it’s saving us time (and money) by providing client access to it!
