Case Study: Xero drives customer-centric innovation with Miro

Driving customer-centric innovation at Xero

Xero, the small business cloud accounting platform, needed a better way to align global teams around the customer journey as it scaled. With different teams using disparate tools and varying definitions of customer interactions, the company was spending too much time getting aligned before it could act on customer needs.

Miro helped Xero’s Service Design team build a unified Customer Journey Framework in Miro, using workshops, Talktrack, comments, and a flexible canvas to support both real-time and asynchronous collaboration. The result was a shared source of truth adopted across the business, faster customer-centric innovation, quarterly updates to keep the framework current, and better visibility into gaps and new product opportunities for Xero’s 4,000+ employees.

Xero

Courtney Martyn

Head of Experience Strategy