Dojo
Product design
Creating intuitive and efficient solutions that empower partners to seamlessly integrate and manage, their products into Dojo ecosystem.
Intro
At Dojo, partnerships are at the heart of creating value and expanding our impact in the payments ecosystem. By collaborating with EPOS software houses, resellers, and other strategic partners, we aim to deliver best-in-class integrated payment solutions that empower businesses to thrive. Our partner network enables us to offer seamless, reliable, and innovative payment experiences, positioning Dojo as a leader in integrated payments. Partners are essential for us to bridge the gaps in our offering.
Discovery
We have conducted multiple interviews with various stakeholders from the Partnership Management team and the Partner Technology team. During these sessions, we mapped the current experience, identified pain points, and uncovered opportunities for improvement. Additionally, we conducted 20 interviews with partners to gather more insights into their requirements, needs, and pain points, as well as their experiences with competitors.
Satisfaction surveys were also sent to all 366 partners, with 170 responding.
In addition, we conducted a thorough competitor analysis to evaluate the partner and developer experience offered by other payment providers. This involved examining their partner portals, API documentation, onboarding processes, support systems, and overall engagement strategies. By benchmarking against industry leaders and identifying best practices, we gained valuable insights into how Dojo can improve to stay competitive.
The problem
Disjointed experience
Partners faced challenges due to multiple logins and platforms, with no centralized source of truth. For marketing materials and product information, they relied on a white-label third-party platform, Zift. Through Zift, they could also access our legacy system, Mothership, which offered very limited functionality. Mothership primarily allowed partners to view a basic list of customers and submit leads. Partners also used the Developer portal to create API keys and Webhooks.
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Not scalable
If partners needed to create webhooks or generate additional API keys beyond the initial one provided by Dojo, they had to request the merchant to be added as a team member to their developer portal. Furthermore, the developer portal was structured on a per-location basis. This meant that partners managing multiple locations—often hundreds—lacked a centralized view and were forced to navigate through a dropdown menu to access each location individually, creating inefficiencies and a fragmented user experience.
Security issues
Granting partners access to the merchant's developer portal introduced significant security risks, as it provided partners with full visibility into sensitive financial data that merchants may not wish to disclose. Additionally, Dojo's sending the initial API key via email posed a critical security vulnerability, as this method is widely recognized as an insecure practice for sharing sensitive information.
Lack of visibility
The most significant complaint from partners was the lack of visibility into the lead management process. Once leads were submitted, partners had minimal insight into which sales representative was handling the customer, and communication between both parties was extremely limited. This lack of transparency left partners in the dark, with no information on whether a lead had gone stale, why it was not progressing, or how it was being managed.
Partners expressed confusion regarding their revenue share calculations, they often questioned it with the partnership team. They also only received monthly PDF statements, with no access to live data for real-time reporting. As a result, Account Managers were often required to generate custom reports to address partner inquiries, a process that was both time-consuming and inefficient.
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Partners also lacked visibility into integration issues unless they were directly contacted by the customer or Dojo. They emphasized the importance of having insight into which locations/terminals had switched off integrated payments. This information was crucial for two reasons: first, a merchant disabling integration could indicate potential technical issues requiring attention; second, partners earn revenue share exclusively on integrated transactions. As such, monitoring the health of integrations was vital to both their operational efficiency and financial interests.
Personas and jobs to be done
Based on our interviews and research, we've identified two main cohorts of personas in thee partner's space.
Project KPIs (WIP)
Partner adoption:
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Log-ins - Api/Webhooks created
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Time spent on the portal
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Leads created
Partner satisfaction increased:
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Measured using survey and feedback sessions
Partner time spent on integrating new customers reduced:
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No need to wait for our email communication or for merchants to add a partner to their developer portal
Partner contact to Partnership or Partner Technology reduced:
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Revenue share and credential queries reduced
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Time spent on doing custom reporting reduced
The solution
The Partner Portal, that aim to deliver a single, unified experience that provides scalable tools tailored to the needs of large partners and enterprise customers, offering visibility into customer data and insights. This will empower partners to enhance the customer activation process and improve in-life integration experiences seamlessly.
Sitemap
The portal will be role- and permission-based, featuring four default roles: Owner, Analyst, Developer, and Support. Each role will have access limited to relevant sections, with only the Owner having full access to the entire portal. The Owner will also have the ability to manage team members and customize roles. This approach ensures that sensitive information, such as financial data, remains accessible only to the appropriate individuals, aligning with the preferences of many business owners.
Research & design roadmap
Designs
Homepage
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Quick actions depending on the role
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The What's New section and Product Explorer help partners stay up to date with Dojo's offerings
Customers
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All locations in one place, easy to search and sort
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All essential details and credentials needed to onboard and manage customer
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Lead progress visibility and notification when the lead goes live
Statements and reporting
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All documents in one place
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Easier and more streamlined reconciliation process
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Ability to run custom reporting without the need to contact the partnership team at Dojo
Analytics
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Integration and product performance insights
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Partner can spot warning signs and act on them
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They have full visibility of the revenue share and financial performance
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Products
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Visibility of product performance
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Management of products
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Ability to create new products/apps
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Foundations for market place where Dojo Parters or independent developers would be able to create and publish their apps that either integrate with Dojo products or run on Dojo hardware.