Xero Developer Platform - App Partner and Dev Comms
Division
Xero App Ecosystem
Developer Platform
Role
Co-Researcher
Tools
Semi-structured 1:1 interviews
Duration
2 months (Sep-Oct 2022)
Overview
I supported a programme of work in the Ecosystem (Developer Platform and App Store) Portfolio where we needed to determine how Xero could best communicate different types of information with app partners and developers. The aim of the activated insights was to get the right message to the right people, at the right time.
Alongside a PM and Lead Researcher, we conducted 9 semi-structured interviews with Xero App Partners and Developers across AU, NZ and UK in order to understand the communications expectation of partners and developers around:
Channels
People to be contacted
Timing for communications
Contact details management preferences.
Output
Co-scoped, planned, executed and analysed 9 semistructured interviews with Xero App Partners and Developers.
Co-planned and crafted a visual on Miro for users to reference when being interviewed.
Socialised insights into digestible formats in a timely manner.
Facilitated sessions with the project team from kick off, research development and insights presentation.
Impact
“The research carried out by Kammi and Michelle helped refine our understanding of our customer's expectations relating to communications. We were able to create a taxonomy of communications which was based on business and customer impact. This research really added weight to our recommendations and was able to both prove and disprove assumptions that were held by our teams.”
- Project Manager
Project Reflections
This was the first project at Xero where I was dealing with users outside the core Xero product. Interviewing Developers and App Partners required a nuanced knowledge of the App Partner and Developer Platform space. We encouraged App Partner experts to note take or live stream the sessions to provide that extra layer of support during interviews while being transparent to participants of our own limited knowledge.
As we were interviewing a user group outside the core Xero product, recruitment proved to be tricky. The need for a participant panel was brought to the forefront.