Executives of the Company, a maker of software that helps companies manage data, such as sales volume and other indicators, realized the need to adapt their products to new routines.

Until recently, the employees of the companies that bought these systems, hospitals, retailers supplied data logging software on your computer. Today, a good part of them starts to do this with the use of tablets and smartphones. To make use of their systems more friendly to customers on this new reality, the Company created a laboratory use experience River.

Chosen as the design thinking methodology, in that the starting point for improving a product's contact with customers to understand them better. In retail, the company realized that it was necessary to create a simple system that allowed the seller, having a mobile device, follow the consumer for the store to register the purchase and expedite payment.

This interaction with the retailer since the beginning of the process of creating the program decreased rework of Totvs and allowed to accelerate the launch of new products. The following is how does the model.

1. Understanding the client

A designer, a developer and a researcher of Totvs accompany employees ' routine of your client for five days. To detect problems, the trio asks questions and is dedicated to observe the user, like a shadow.

2. Organize your ideas

After identifying the customer's needs, each observer shares what he saw and heard. The problems are organized by theme, with the help of colorful post-its distributed in panels. To bring new ideas, Totvs invites other employees from different areas to suggest solutions.

3. Rapid prototyping

With the aid of drawings, models and games, a team presents the customer solutions and hear your suggestions. The format helps to better visualize the ideas and validate or discard hypotheses. Then, the Company develops a prototype of the final product and the features to the client.

4. Continuous improvement

After approval of the prototype, the client receives a product ready for use, but not quite finished. The company follows the customer experience to update the product, so as to make it more efficient and simple. For example: If there is a button that proves unnecessary, he is eliminated.


The new process reduced rework and thus half the time used to develop software. With simpler products
and adapted to the needs of customers, the Company decreased from 70% to 90% the time to train employees who will use the system in operation.


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