How design hit the mark for InTouch

Launch product features that hit the mark for your market fast, and first time.

The need

A leading global software provider, InTouch Technology, invested time, money and energy reviewing their development cycle from beginning to end, including how they run their 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. He asked the Nile team to help close the gap.

How we responded

The ‘missing’ bit of the process was a structured way to define the end goal upfront and frame it from a customer’s perspective.

We prepared and designed a 3-day training sprint. The focus of the sprint was to solve a live product issue and included all developers and product owners.

We used tools to capture insight around customer needs, goals and behaviours. This insight led to the creation of prototypes for new user workflows and a set of action-based archetypes. The team then mapped key journeys and problem statements to the product roadmap. We co-designed the engagement, so we operated as one team, which proactively familiarised InTouch with the new approach and tools.

Alongside developing a prototype of the new experience interaction and ‘training’ on the new tools, we delivered a playbook suitable for their company size and development approach. This was supplemented by an ongoing channel of live support and content ideas from our Growth Technology team.

The results

The InTouch team has really embraced this new way of working by regularly using two design approaches; a modified sprint or full sprint. Modified sprints are around 4-5 hours and look at existing features or feedback from beta products. Full sprints are a couple of days and focus on the development of new modules.

“To say we have embraced the design sprint approach is an understatement. I wish we had started utilizing it sooner! The ROI is almost immediate and very easy to justify!”

Dana Milkie – CEO

We created a basic 4 screen clickable prototype post sprint (2h on day 4) to show how quickly something with more fidelity could be put together and also show the value further user testing would provide.

“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 – CEO

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