Navisite launched Proximity a year prior to hiring Cantina, effectively establishing a baseline for how customers were using it. Early customer feedback revealed the need to improve overall performance and better align the design of the portal with customer task flows and data requirements.
The new design needed to fully embrace the Information Technology Infrastructure Library, a formalized set of IT processes that Navisite was in the process of implementing across the company. The company consulted Cantina about these challenges and were intrigued by using our human-centered design approach to solve the problems, as well as our UX expertise to create a modern design.
Cantina and Navisite outlined design constraints together, crafting a product vision statement, identifying technical constraints, mapping information architecture, and developing a plan for how Cantina would deliver the design.
Our team performed a heuristic review of the Proximity portal, providing Navisite a benchmark analysis of the current user experience. It helped our partner understand the current portal state and identified the areas of the experience that needed the most improvements.
Cantina conducted two weeks of stakeholder and customer interviews, allowing us to broaden our understanding of Proximity from multiple perspectives. This allowed us to truly examine Proximity’s strengths and flaws and decide where Cantina could make the most immediate impact.
Cantina used affinity mapping to capture the key attributes of the product experience Navisite wanted their customers to have with Proximity. The outcome was a shared understanding of the business needs, product vision, and design principles —identifying clear pathways to success.
Cantina provided a roadmap of the product vision and charted milestones through the design process, while staying within our timeline and technical constraints. This allowed us to communicate goals and discuss aspects of the project concisely and efficiently.
Our review anticipated a significant improvement to the portal’s Information Architecture as part of the design work. By having a broad understanding of Proximity’s capabilities and design requirements, we were able to focus our efforts on building high-value views for Navisite customers. Cantina designed data visualizations to show users proactive data about their IT infrastructure performance.
