Xerius Zeno Mobile

The digital experience for the process of ​“becoming self-employed” was already available, but it was outdated and not intuitive enough for users. This resulted in confusion and frustration, especially for clients who were less digitally savvy. The system lacked modern features and an easy-to-navigate interface, making the overall user experience fail to meet the expectations of the target audience.

Many clients still had to physically visit the Xerius office to complete their administrative tasks. This was not only time-consuming but also created inefficiencies in the process. Many steps that could have been handled online required in-person interaction, which significantly lowered both accessibility and convenience. The goal was to digitize these steps, improving the customer experience and making the entire process faster and more efficient. By revamping the digital experience and simplifying it, clients would be able to manage all their administrative tasks online, eliminating the need for unnecessary physical steps.

While designing the customer journey, our UX researcher identified the key motivations behind starting the flow: Which leads and channels drive users to the process? Which ones ensure they are best prepared for it? The researcher then analyzed the ​“happy moments” within the flow as well as potential pain points.

Once these insights were gathered, we collaborated with stakeholders to create an ideal journey.

The customer flow refers to the specific steps that Xerius users follow online within the application. A mobile concept designer and an information architect analyzed the current flow in detail, mapped out all required data, and examined how it was collected — considering alternative ways to improve the process.

Additionally, we analyzed the offline flow to understand where consultants (in-office employees) needed to intervene most often. At this stage, we also conducted a benchmark analysis of competitors and similar digital flows.

A mobile UX designer transformed the flow into detailed wireframes. Once reviewed and approved by Xerius, these wireframes were turned into an interactive prototype, which was then tested by potential users and Xerius employees.

A visual designer, specialized in mobile websites and applications, created modern, future-proof designs that made the flow accessible and visually appealing. Meanwhile, a motion designer ensured smooth transitions between each step — always keeping technical feasibility in mind.

Throughout the app design process, we placed the user at the center, ensuring an intuitive and seamless experience.

Thanks to the app, new and existing customers can now complete all their administrative tasks online, eliminating the need for physical office visits.