The work
Xero's Inventory product provides small businesses with tools to track stock, create purchase orders, manage items and understand sales performance. When I joined the team, the product had significant customer satisfaction challenges and a growing backlog of highly requested features.
My work spanned the full design lifecycle – from deep customer discovery and journey mapping through to feature design, usability testing and delivery. I also contributed to Xero's company-wide Customer Journey Framework as the Inventory domain champion, helping to establish shared language and a consistent view of the customer across the business.
Key areas
Inventory CSAT programme
A sustained programme of customer research, journey mapping and iterative feature design that delivered a measurable step-change in satisfaction scores. Involved close collaboration with Product, Engineering, Customer Success and the broader Xero CX team.
Bulk adjustment / Stocktake
One of Xero's most requested Inventory features. Redesigned the stocktake workflow and introduced bulk adjustment capabilities, transforming a painful item-by-item process into a streamlined experience. Designed through extensive user testing and XPAC sessions.
Contacts modernisation
Contacts is one of Xero's most foundational and deeply embedded products – some of the first code written when Xero launched in 2006. Led the experience design for a full modernisation: updating the underlying technology, aligning with Xero's current design language, and better reflecting how users actually think about their business relationships.
Customer Journey Framework
Contributed as the Inventory domain champion to Xero's company-wide Customer Journey Framework – a shared taxonomy of customer jobs and journeys structured around the full business lifecycle. The framework was piloted with 300+ people across 20+ teams before a company-wide launch in 2023, and has since been adopted across design, product, engineering, data science and customer insights.
Case studies
Detailed write-ups on specific projects – currently in progress.
Inventory CSAT Transformation
How customer research, journey mapping and iterative design delivered a 50% lift in satisfaction.
Read case study →Contacts – Legacy to Modern
Redesigning one of Xero's most fundamental products without breaking what millions of users rely on daily.
Read case study →