Revealbot: Partner Program Design
Challenge
Performance marketers spend significant time monitoring ad performance to prevent wasted spend and combat creative fatigue. While Revealbot automates ad strategy execution, many marketers still seek agency support for effortless setup and management.
Solution
A comprehensive partner program that connects digital marketers seeking assistance with specialized agencies, streamlining the process of finding and working with qualified Revealbot experts.
My Role
I led the design of the partner program across the entire organization - from initial research and agency recruitment to designing user flows and launching the complete program.
Personal Takeaways
This project taught me about the dangers of shifting from learning-focused to delivery-focused thinking. I noticed my attention became disproportionately fixated on quantifying outputs rather than evaluating outcomes, leading to inefficiencies and a myopic perspective. Despite this, the program exceeded expectations with a 7% increase in new customer retention since launch.
SITUATION
Even with Revealbot’s automation capabilities, customer research revealed that many marketers still preferred agency support for setup and ongoing management. We identified an opportunity to create value by facilitating these connections while expanding our market reach through qualified partners.
PROJECT GOALS
Create a partner program that would connect digital marketers with specialized agencies, improve customer onboarding success, and increase new customer retention through expert-assisted setups.
DESIGN APPROACH
I initiated comprehensive customer and market research that yielded pivotal insights shaping the product’s first version. The research identified two primary user types: digital agencies (partners) and in-house digital marketers (users), each with distinct needs and workflows.
I developed an information architecture that organized content into three categories, matching our existing navigation structure for consistency. My workflow followed a structured pattern: defining requirements, seeking consensus and approvals, detailed specifications, and seamless handoffs. I collaborated closely with my PM partner through brainstorming sessions, sketching and whiteboarding various concepts before translating them into high-fidelity designs.
PROTOTYPE + TESTING
After the initial design iteration, I conducted brief, unmoderated testing sessions with 3 partners and 3 customers to gauge user interactions. The feedback proved challenging to handle, resembling “a constantly swinging pendulum of diverse viewpoints,” but I identified and implemented essential refinements based on the sessions.
LAUNCH + OUTCOMES
Since launching the partner program in 2020, we’ve observed a 7% increase in new customer retention. The program successfully facilitates connections between marketers and qualified agencies, improving setup success rates and customer satisfaction. The outcomes have pleasantly surpassed initial expectations, demonstrating the value of expert-assisted onboarding.
DETAILS
🔗 URL: Birch Experts
🗓️ DATE: 2020
👨🏽💻 ROLE: Product Designer
🛠 TOOLS: Figma