Team
1 Project Manager
1 UX Designer
2 Software Engineers
Role
Senior UX Designer
Workflow transformation, User Research, Usability testing, Prototyping, Interaction, Visual design
Background
Manulife does not have a standard workflow for fulfilling purchase needs of different organizations. The legacy system relies on multiple touch points, which makes it difficult for users to keep track of their requests. This results in longer wait times, and users sometimes bypass different steps in the process. Furthermore, there is no visibility in the process, documents get lost, and year-end audits become difficult.
Challenge
Revamp the procurement process to enhance visibility and establish a uniform workflow.
Process
Existing Tool
User Research
Contextual inquiry sessions were setup for a week with users. My research was focused on:
- Understanding the existing procurement process
- Responsibilities of a purchaser
- Different tools used
- Understand the pain points of different users
Insights
- The process can be extremely overwhelming for them.
- It feels like a second job and causes a lot of stress.
- Users are unaware of how to follow the unknown process, which exposes the organization to more risk.
- Jargon is still prevalent.
- There are too many people involved in the process.
- Users don't know that I am assigned the role of contract manager.
- Users don't know who is responsible for what and whether payment has been made or not.
- Users are asked too many questions and some of them are difficult to understand.
- There are too many touch points (Excel, email, PCW, etc.).
- Users need more control of the process and more information up front.
- There is no transparency in the process and what the steps involved are.
- Users don't know what to do if they just have a question to ask.
- Users would like to work with an assigned person instead of many people in the process.
Personas
The research revealed that users would use the app in different ways. To address this, I categorized them into three user profiles based on their goals and tasks.
New Process Workflow
Conceptualization
After creating the current workflow and identifying areas of opportunity, low-fidelity concepts were ideated. With approval from the Product Manager, Technical Program Manager, software engineers, and stakeholders on the mockups, I conducted usability tests with the low-fidelity designs. Once the design received positive feedback, I started digitizing the designs.
Solution
A one-stop-shop web based tool
- Onboarding for first time users to discover the tool
- Clear and defined navigation to easily find information
- Simplified options to provide user the right information
- Feedback mechanism for improvements
- Simplified forms that require minimal information from requestors
- Upload and remove documents quickly
- Icons to indicate new feature updates
- Actions for users to take on their request
- View original submission
- Colored status for easy identification
- View completed section
- View date of completion
- Navigate between stages
Dashboard for admins
- Search for requests
- Filter requests
- View original submission and forms to be filled
Usability Testing
I tested the application at various stages of the project
- Low-fidelity prototypes were tested weekly with stakeholders to obtain feedback on functionality, content, and interactivity.
- Moderated usability testing was conducted via Skype, during which participants were asked to perform tasks.
Results
- Users have a single destination to submit purchase requests.
- When they arrive, users encounter a clear and simple interface.
- A team of procurement experts quickly triages the requests.
- By working within negotiated vendor contracts and avoiding bypassing the system, users are much more likely to make purchases via proper channels. Doing so can prevent unnecessary expenses, improve tracking, and reduce organizational risk.
Impact
Feedback
- “Good turnaround time from submission to initial request”
- “Think this is the fastest and best time BuySmart has taken to complete a request. This is great progress!!!!”
- “The overall experience was good... The team is doing well and I appreciate that. Thank you!”
- “Simple and quick process. Great support from start to finish”
- Breakdown of status is very helpful and clear indication of where my request is”
- “Transparent and so much clear”
- “Looking forward for upgrades and improvement on BuySmart”
Project Learnings
- Adapt to constraints: It is essential to adapt to the constraints of the project. Buysmart was developed in Sharepoint, which presented development challenges. Designs had to be altered to meet the constraints while maintaining usability.
- Prioritize your research: Rank each research goal and associated impact, and reorder the list accordingly. Determine the time required for each activity, focusing on critical goals.
- Seek out feedback early and continually: It is essential to keep stakeholders and users in the loop and test solutions when necessary. It does not have to be the finished product, but testing early saves time and rework. This also allows the team to obtain sign-off from stakeholders.