We helped customers complete 90% of their tasks 300% faster than before. Our reporting dashboard gave predictive insights, preventing catastrophe.


  • Numara Footprints Dashboard
  • Numara FootPrints edit properties overlay

About Numara

Numara creates software that helps companies run their business better. Their flagship IT management product, FootPrints, provides companies with an all-in-one solution for lifecycle management, service/support management, asset management and compliance management. FootPrints is available as both a self hosted and cloud-based SAAS model.

Goals

Understand how customers use the current product and create workarounds for the system’s shortcomings. Improve usability and reduce redundancy in the application. Reduce support and development cost by moving to a modular, standards-based model. Uncover new product opportunities and revenue streams for Numara.

Approach

We began with a number of in-depth stakeholder interviews to better understand Numara’s business model and customer segments. We worked with the stakeholders to identify a number of customers for ethnographic-based research. We used a combination of site visits for domestic customers and remote research for international customers.

We jump started the design process with our collaborative “design studio” approach, generating over 300 design concepts in under six hours with the product team.

Working with Numara’s product development team, we used a 4-6 week sprint cycle with weekly prototype releases. At the end of each sprint, we conducted remote usability testing with real customers on the prototype designs. Revisions were worked in the following week.

We created production grade prototypes using HTML/CSS and jQuery that could be used for production. The goal was to achieve a 70% reuse of the code for production and support A grade browsers.

Results

The most successful update with the lowest customer support costs in the company’s 10 year history.

Our rapid iterative approach helped Numara reduce their development time-to-market by 50% from a waterfall-driven 18-24 month release cycle to a more agile 9-12 month release cycle.

By delivering weekly prototype designs, the product team was able to improve their ability to accurately estimate time and effort by 280% with considerably less written documentation.

Usability testing of the prototypes showed that customers could complete 90% of their core tasks 300% faster than before. Additionally, our reporting dashboard design helped customers prevent catastrophe through predictive insights, rather than recover from failure after the fact.

Services Utilized

  • Ethnographic research
  • Persona development
  • Usability testing
  • Product strategy
  • Interaction design
  • Visual design
  • Prototyping
  • Pattern library development
  • HTML5/CSS3/JavaScript development