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Designing seamless experiences that help partners integrate into the Dojo ecosystem​​

Company: Dojo

Role: Senior Product Designer

Year: 2025

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. 

Dojo

  • Partners promoting us to their existing customers

  • Integrated customers are a lot less likely to churn

  • Partners fill in the gaps in our offer

  • We need partner data to enable Dojo products (RMS, Order & Pay, Analytics)

Partners

  • Revenue share from Dojo

  • Their customers are more satisfied

  • Dojo can upsell their products to their existing customers

Merchants

  • Omnichannel solution

  • Avoiding errors and eaiser reconciliation

Discovery

We ran discovery interviews with stakeholders across Partnership Management and Partner Technology, mapping the current experience and surfacing pain points and opportunities. We also interviewed 20 partners to understand their needs, workflows, and competitor experiences - and sent satisfaction surveys to all 366 partners, receiving 170 responses.

Alongside this, we conducted a thorough competitor analysis across leading payment providers, evaluating their partner portals, API documentation, onboarding, and support. Benchmarking against industry best practices gave us a clear picture of where Dojo can sharpen its edge.

The problem

Disjointed experience

Partners had no centralised source of truth - instead juggling multiple logins across platforms. Marketing materials lived on Zift, a third-party white-label tool, which also provided access to Mothership, a legacy system limited to viewing a basic customer list and submitting leads. API keys and webhooks were managed separately through the developer portal.

Lack of visibility​

The biggest frustration was a lack of visibility into lead management. Once submitted, partners had no insight into who was handling their lead, whether it had stalled, or why it wasn't progressing - leaving them entirely in the dark.

Partners also struggled to understand their revenue share calculations and frequently had to query the partnership team for clarity. 

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Not scalable​

To create webhooks or generate additional API keys, partners had to request merchant access to the developer portal - an unnecessary dependency. On top of that, the portal was structured per location, meaning partners managing hundreds of locations had no centralised view and were forced to navigate each one individually through a dropdown, creating a fragmented and inefficient experience.

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Integrations issues ​

Partners had no visibility into integration issues unless directly contacted by a customer or Dojo. Knowing which locations had switched off integrated payments was critical for two reasons: it could signal a technical issue needing attention, and since revenue share is tied exclusively to integrated transactions, integration health had a direct impact on their earnings.

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.

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Personas and jobs to be done

BUSINESS & DATA

Business owner

Assess business opportunities and the viability of partnership with Dojo. Ability to refer and track leads

Finance analyst

Account management and revenue analysis. Ability to create custom reporting and easier reconciliation process.

Product analyst

Review product performance, including integrations issues

INTEGRATION & SUPPORT

Developer

Integrate POS software with Dojo, create and manage apps

Integration support engineer

Activate customer integration, easy access to credentials.

Support analyst

Support live customers, insights into logs and transaction data

Project KPIs
 

Partner adoption:


  • Log-ins
- Api/Webhooks created


  • Time spent on the portal


  • Leads created



Partner satisfaction increased:


  • Measured using surveys and feedback sessions



Partner time spent on integrating new customers has reduced:


  • 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:


  • Revenue share and credential queries
have been reduced

  • Time spent on doing custom reporting has been reduced

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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.

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. 
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Empowering business owners and helping them make more informed decisions about their enterprise

Research & design roadmap

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Empowering business owners and helping them make more informed decisions about their enterprise

Homepage

  • Quick actions depending on the role


  • The What's New section and Product Explorer help partners stay up to date with Dojo's offerings

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