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Introduction
Under a Non-disclosure Agreement - Some of the details in this case study may be vague to protect the client's intellectual property.
This project focused on the design and development of a custom Supplier Relationship Management platform for a leading retail company. The platform was built to bring structure and strategic insight to supplier collaboration, with three core plans.
A key objective was to equip buyers—the platform’s primary users—with tools to actively monitor supplier performance and take timely, targeted action when needed. By centralizing these processes, the platform also fostered greater transparency and alignment across buying departments—helping to break down silos and support a more consistent, data-driven approach to supplier management.
Process
What was delivered and how
As part of a larger team working with other partners under a tight timeline, by leveraging the design sprint methodology, we ran a series of focused mini-sessions to explore the problem in depth using various workshop techniques. While the client already had a proposed solution in mind, we made sure to take the time to dig deeper. Our focus was on mapping the current experience and identifying customer pain points, goals, and risks.
Getting Everyone Together & Requirements Engineering
Leveraging user journey mapping methods within the workshop context significantly accelerated the project's progress. Having everyone in the room at the same time eliminated misunderstandings and fostered a shared understanding of both the overall scope and the finer project details. By bringing together end users, technical experts, designers, analysts, and other key stakeholders in one place, we ensured alignment from the very beginning.
After gaining a clear understanding of the key users’ pains, gains, and jobs to be done, we began crafting initial concepts. In collaboration with the technical architecture team, these concepts formed the foundation for development.
This process also involved supporting the Product Owner in writing user stories. Working closely with the team, we simultaneously drafted wireframes and regularly checked in with users and stakeholders to ensure we stayed on the right track.
Services
- Workshop Facilitation
- Requirements Engineering
- User Interface Design
- Developer Collaboration
- Multiple Feedback Sessions
Deliverables
- Problem Defining Workshop
- Scoping Workshop
- Fully-detailed Journey Map
- Wireframes
- High-fidelity Prototype
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Results
One plan within the platform was successfully delivered on time, meeting the client’s objectives and providing substantial benefits in supplier management.
This plan empowered buyers with actionable insights, facilitated better supplier relationships, and streamlined internal communication. Additionally, it supported data-driven decision-making, ensuring that the company’s supplier management process became more strategic and efficient.
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Overall, the project’s success was due to the tight collaboration between designers, technical experts, and stakeholders, along with a strong focus on user needs and the continuous feedback loop that ensured the platform evolved in alignment with those needs.
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The plan was successfully deployed in 5 countries within the first year, reflecting its global reach and scalability.
These countries included the USA, UK, Germany, France, and Canada, showcasing the platform's ability to cater to international markets. In terms of user satisfaction, a total of 150 users across these five countries participated in a post-launch survey, with an impressive 80% survey response rate. The average satisfaction score was 8.5 out of 10, indicating a high level of approval from users regarding the platform's performance, usability, and impact on supplier management processes. These KPIs highlight the platform's successful international rollout and its positive reception by users, confirming its effectiveness in streamlining supplier relationships and enhancing operational efficiency.
