Streamlining partner workflows, reducing support load
Zogo’s Partner Portal helps banks and credit unions customize content, access resources, and track ROI. But the experience was fragmented — partners were frustrated and support was overloaded.
Date:
2024 - 2025
DURATION
~5 months
Team:
Product Designer, Product Manager, Engineers
Problem
Fragmented tools left partners frustrated and support overwhelmed
Partners couldn’t self-serve effectively: customization was clunky, analytics were shallow, and resources were scattered. These gaps generated constant confusion and drove 40% of all support tickets, leaving partners dependent and the support team stretched thin.
Business goals
Small design gaps had an outsized impact on learning
Enable partners to customize content independently
Consolidate scattered resources into one unified experience
Standardize UI with a scalable design system.
Self-serve content editor with preview → 40% fewer tickets
Custom content page
Simplified dashboard with clear insights
Analytics page
Centralized hub for resources and materials
SOLUTIONS
We rebuilt the portal around customization, insights, and clarity
We streamlined customization into a reusable modal with inline editing, redesigned dashboards to surface actionable engagement metrics, and consolidated resources into a single searchable library. These changes reduced support tickets by 40%, increased adoption of self-serve tools, and gave partners greater independence.
40%
decrease in support tickets
12%
increase in feature adoption
increase in partner satisfaction
Learnings
Scaling design meant serving two audiences at once
Every solution had to work for both partners and support teams. Prioritization and sequencing were critical for rollout, and building on a design system foundation ensured faster, more consistent improvements moving forward.