How design hit the mark for InTouch

How do you use design sprints to speed-up your software release cycles?

1

product development team

3

days of training

To say we have embraced the design sprint approach is an understatement. I wish we had started utilising it sooner The ROI is almost immediate and very easy to justify.
Dana Milkie, President & CEO, InTouch Technology

The need

Leading global software provider, InTouch Technology, invested time, money and energy reviewing their full development cycle, including day-to-day scrums and stand-ups. The day-to-day development was looking good, however, President & CEO Dana Milkie felt feature development time was inefficient and therefore missed the mark on market need at the time of launch. We were asked to help close the gap.

What we did

A structured method for defining the end goal upfront, framed from a customer’s perspective was the missing piece of the puzzle. Nile prepared and designed a 3-day training sprint focussing on solving a live product issue. The sprint included all developers and product owners.

InTouch colleagues in a workshop

Using tools to capture insight around customer needs, goals and behaviours. We created prototypes for new user workflows and a set of action-based archetypes to support product and development decisions. We mapped key journeys and problem statements to the product roadmap helping prioritisation and gap analysis 

Everything was co-designed with the In-Touch team, which proactively familiarised them with the new approach and tools.

In addition to developing a prototype of the new experience interaction and training on the new tools, we delivered a playbook suitable for InTouch’s size and development approach. This was supplemented by an ongoing channel of live support and content ideas from our wider team for a period of 4 months.

The outcome

The new way of working has been fully embraced. Today the InTouch team regularly use two design approaches; a modified sprint or full sprint. Modified sprints last 4-5 hours and look at existing features or feedback from beta products. Full sprints last a couple of days and focus on the development of new modules.

I don’t know how we did things before. This has really been the missing piece of the puzzle. Additionally, the post engagement on our design sprint channel between Nile and our team has been hugely important in our ongoing efforts to improve the process. It’s the opposite of a traditional engagement with consultants. It has been, and continues to be, hugely valuable.
Dana Milkie, President & CEO, InTouch Technology

Other times we’ve made a difference

Transformational customer service

Helping one of the UK’s largest commercial banks to transform their service model across all channels, designed with their customers at the core.

Customer Wednesdays

Co-creating a powerful, repeatable design research playbook that mobilised a culture of customer-centric design across an entire organisation.