Many good software practices are often discarded because of the syndrome “there is not enough time, do it later”, or “it is in our head and there is no time to write it down.” As a consequence, projects are late, time frames to complete software modules are unrealistic and miscalculated, and traceability to required documents and their respective stakeholders do not exist. It is not until the release of the application that it is determined the functionalities do not meet the expectations of the end users and stakeholders. The effect of this can be detrimental to the individuals of the development team and the organization. Associating measurement and metrics to internal software processes and tasks, followed by analysis and continual evaluation, are key elements to close many of the repeated gaps in the life cycle of software engineering, regardless of the software methodology. This report presents a usability case study of a customized application during its development. The application contains internal indicator modules for performance measurement processes captured at the level of a Request System application within a horizontal organizational group. The main goals for the usability surveys and case study were (1st) to identify, define and evaluate the current gaps in the system and (2nd) find new approaches and strategies with the intent to move the project in the right direction. Gaps identified throughout the development process are included as indicators for process improvement. The result of the usability case study creates new goals and gives clear direction to the project. Goal-driven measurements and the creation of a new centralized collaborative web system for communication with other teams are parts of the solution. The processes and techniques may provide benefits to companies interested in applying similar tactics to improve their own software project processes. / text