Back to the wall
Migrating a whole organisation onto a new product portfolio.
Xero. Service Design Lead
Context
Xero was seeing significant growth, but the back-end systems needed a complete redevelopment to maintain it and enable reshaping the product set and pricing models. Having grown organically, there was no documented information on how the business functions.
Impact
A baseline map of every business function, from sending promotional emails to complex accounting products and services. The blueprints formed the basis of the as-is and to-be digital transformation, so development teams understood what processes must be implemented in the new systems.