Small-business bookkeeping platform provider Xero is using Miro collaborative whiteboarding to foster team creativity and innovation.
According to Miro, the company adopted its “intelligent canvas” cloud-based whiteboarding tool to get a better view of customer requirements.
In particular, the product helps Xero understand how their own customers differ according to workflow and need.
“Xero’s service design team used Miro to turn their disparate insights into a unified customer journey framework that now serves as one of the company’s keystone documents,” Miro said.
“Although the company’s teams shared the same goal, they were using disparate tools and were at different starting points with varying definitions of the customer journey.”
Collaborative whiteboarding – the benefits
Xero’s various teams were using different ways to describe customer interactions. However, those teams are now able to understand the customer through a “single source of truth”, the vendor added.
Subsequently, the organisation can make more “customer-centric” decisions, Miro said.
Because teams can collaborate more easily on requirements and problems, they have a better understanding and can come up with more specific and relevant solutions for each customer.
“When millions of small businesses, and accountants and bookkeepers trust your software with their finances, every customer touchpoint matters,” it said.
Xero built and hosts its new customer journey framework in Miro.
As a result, workers can have an end-to-end customer-centric view of operating a small business, including how they work with external services providers.
Additional features include multiple workflow templates for flowcharts, maps, Kanban and more as well as AI enablement. Virtual meetings can also be held in Miro, the vendor said.
“Disjointed tools and unclear context meant teams spent too much time trying to understand customer needs before they could actually respond to them,” Miro said.
Reducing complexity across myriad tasks
Consequently, Xero used the Miro platform to develop a shared taxonomy and hierarchy of “thousands” of different tasks that customers wanted, but with the focus on what smaller businesses need.
For example, when users at Xero go on the platform, they can see a card, with the title of a customer job and a line or two of key information. Clicking on the card reveals more detail.
“With that in place, they could start to map the different journeys and individual user flows through its products and services, along with the dependencies between them.”
Teams in different countries needed to catalogue their various user flows and usefully combine all that information for the company as a whole. Then they built, tested, rolled out and iterated on the Miro tool itself, the vendor said.
( Photo by Kelly Sikkema on Unsplash )
