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Phone
+44 07897 307735
Problem
Xero’s partner sales model is disjointed, time-consuming and non personal meaning Xero can’t effectively scale at pace.
Objectives
Unify our digital and human experiences; so that our partners are clear about how their relationship with Xero can benefit them.
My role
As the sole designer, my role involved guiding, collaborating and challenging the team + wider stakeholders to champion the customer experience in order to craft the best solution.
The solution:
A globally standardised, accessible digital onboarding experience for new Xero partners joining the Partner Program.
We began with a proof of concept to test feasibility and secure stakeholder buy-in for our team-driven initiative. After a successful pilot showing a significant reduction in onboarding time and effort, we received approval to roll out our MVP globally.
As the positive results gained traction across the business, we collaborated with regional stakeholders to adapt and implement the solution where needed to fit local processes and customer needs.
The outcomes:
Signed agreement 1000% faster
The average time to sign the partner agreement went from 11 days to less then 5 minutes
9.5/10 experience rating
Customers gave this rating citing ease and speed of sign up process
2 million in cost savings
This is the estimated customer acquisition cost savings over 2 years due to creating process efficiencies
