Xero / Proposition Design

We helped Xero, the global accounting software providers, to move beyond accounting and make an entry into lending by designing an entirely new service for its SME customers.

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Services

Customer Research

Proposition Design

Sector

Financial Services

Year

2020

Client

Xero

Impact
2

New products in development and will be launched in next 12 months

2020

Xero launched NatWest Rapid Cash - the first of many more integrated / custom credit and lending products we continue to support them with

As part of their commitments to the BCR fintech fund, Xero and iwoca agreed to team up to provide new lending sources to Xero customers.

Our challenge was to establish a set of opportunities for product and service development, design the underlying business model and create a segmented go-to-market in order to acquire customers.

SME centric

Applying human-centred design methods, we interviewed 21 of Xero’s SME clients, both on site and virtually, to identify unmet needs and gain a deep understanding of the potential areas of opportunity.

In co-creation workshops with Xero stakeholders we used these findings to define potential services and journeys across multiple channels, such as digital, phone, bank relationship managers and accountants.

Concept testing

An iterative process of prototyping and user testing followed. As routes began to take shape, we designed a set of low-fidelity proposition concepts that were able to be evaluated by Xero customers.

By testing the concepts with users we were able to not only validate their value, but also continually iterate them to improve their fit with the problem. Eventually then road-testing a prototype for beta-testing and conducting a basic exploration of technical feasibility and regulatory considerations for each of the concepts.

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