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Role: Project strategy and planning, end-user research, UI Design
Length: Ongoing
ENHANCING VENDOR MANAGEMENT
Helping the ADUSA Vendor Management team create a seamless vendor onboarding process
The Problem
The vendor onboarding process at ADUSA is complex, inefficient, and confusing for vendors due to a process and platform designed without the end user experience front of mind. This results in frequent errors, delays, and vendor record reworks, as vendors struggle to submit correct information.
The current system creates unnecessary administrative burdens, delays in product launches, and strains vendor relationships -- highlighting the need for a more intuitive and streamlined onboarding solution.
The Goal
Uncover the key drivers of excessive record rework and deliver a practical, tailored solution that works within the platform's design limitations.
Define
The Approach
USER EXPERIENCE (UX) + USER INTERFACE (UI) RESEARCH & EXPERIENCE DISCOVERY
Project kick off - Assumption Slam with stakeholders
User Interviews
We spoke with 25 users spanning the vendor onboarding process and uncovered consistent pain points like confusing navigation, limited guidance, and an unintuitive user interface. This supported much of what we learned during the assumption slam but was vital in highlighting the specific points of contention.
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The key takeaway was that users didn’t need more instructions or added features — they needed a simpler, more intuitive process. Aligning the experience with familiar mental models from their day-to-day work proved to be the most effective way to improve the user experience.
To continue exploring these findings, we completed a heuristic evaluation on the VMDM tool based on our UX expertise and insights shared by our users. There were many confusion points that had quick, easy solutions like updated help text and concise CTA functionality.
Heuristic Evaluation
Personas
Through our interviews, four distinct personas emerged. It became clear that we needed to design not only for the vendor experience, but also for the internal associates who manage and support these records.
Next steps - VMDM Agile Team
Develop an updated user journey and process map to lay the foundation for a simplified, yet comprehensive experience.
Create platform mockups driven by user insights to optimize the experience.
User test in UAT environment and collaborate with development team for next release.
User Journey
Mock Ups
User Testing
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