Who are Xero?

Xero Accounting Software, a leading technology company, provides accounting software services that empower businesses with financial solutions.

What was the project?

The focus of this project was on ensuring delightful and consistent customer experiences across various touchpoints. They wanted to enhance and unify customer experiences in marketing and sales, aligning them seamlessly with the in-product experience.

Xero faced challenges with inconsistent understanding and organisation around customer service, lacking a unified view of people, process and technology. There was no clear plan or process for ownership and optimization.

How did I help?

As the sole UK-based service designer, I collaborated with teams in London and Milton Keynes, along with a team of service designers in Melbourne. We conducted comprehensive workshops, service blueprinting, and coworking sessions to understand the current state, define the go-live state, and create a backlog for delivering service experiences.

I facilitated global collaboration through video diaries and mini-demos. I conducted service blueprinting workshops, resulting in a detailed understanding of go-to-market services. I promoted new ways of working and fostered a connection between global and regional teams while establishing a clear process for solving identified problems.

What was the outcome?

The transformation involved the adoption of service design tools and Miro across various initiatives. Highs included the creation of a service design library, the nurturing of service design and Miro champions, and the breakdown of Xero's partner service into manageable experiences. Lows included the initial lack of a unified view and understanding of the required changes.

Xero staff embraced service design tools, leading to improvements in partner onboarding and the launch of Xero Tax. A comprehensive service design library and the cultivation of champions in the UK office were achieved. Subject matter experts gained insights into their roles in the service experience, and working groups established action plans for further phases of work. Xero's partner service became more manageable, paving the way for future enhancements.