We needed help from an agency who could bring structure into our business model development process as well design for us in terms of user experience / usability etc - which they did by delivering clear insights around what we wanted vs actual solutions! They had great people skills but also provided some good honest feedback when things didn't work too perfectly (which I think helped them evolve).
Their implementation team was fantastic though so it's not like their services were lacking there either :) My only issue here would be communication between agencies sometimes felt sub optimal or rushed/late responses at times? Overall pretty happy tho given this service has been used across multiple projects now within my own organisation & other clients businesses since then its worked out really very nicely over all!!