Exsus Global Partner Network Experience

Project Goal:

To design a more seamless, value-driven, and user-friendly experience for prospective and existing partners of the Exsus Global network ensuring seamless onboarding, clearer value communication, and improved long-term engagement.

Background:

Exsus Global has cultivated a growing community of professional firms and associates offering cross-border services. However, the current user journey for discovering, understanding, and joining the partner network lacks clarity and cohesion across digital touchpoints. This project aims to map and improve that experience using service design methods.

Objectives:

• Understand current pain points for potential and existing network members
• Clarify the service proposition and streamline communication touchpoints
• Prototype and test a dedicated partner onboarding journey
• Introduce digital tools that support engagement and knowledge-sharing

Key Activities:

• Stakeholder interviews and desk research
• Customer journey mapping and service blueprinting
• Creation of MVP landing page and content (e.g. via Carrd or on-site page)
• Prototyping lead-generation flows and onboarding (e.g. Jotform, gated brochure)
• Testing and iteration cycles with real users

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This project was initially developed and launched in 2023 with a preliminary and temporary solution to building a network of associates. It had been a success, but as the network grew, costs and operations became a bit more complicated; we had to reevaluate the experience, the product, and the value proposition.

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We revisited the problem statement and articulated the opportunities we are addressing, as well as better communicating the benefits to our current and prospective users. We collected insights, talked with stakeholders, and finally redesigned the service looking at all layered details and finally redesigned all assets within the experience.