Over 12 labor hours saved in supplier management operations.
Project Summary
Who
Starbucks
What
Supplier Lifecycle Management System
How
User Interviews, Sketching, Workflow Analysis, Service Blueprints, Prototypes, Testing, Design Workshops
Results
Digitized paper-based process eliminating the need to pass forms back and forth, improved data integrity and security, improved supplier communications and status inquiries, allowed for simpler data reporting through integrations
Project Overview
Starbucks is a major coffee chain with global retail locations. They sell food, beverages, and gift items both online and in coffee houses located around the world.
Their supplier lifecycle management process was paper-based and manual. The customer wanted to digitally transform the information collection, processing, reporting, and data analysis of supply chain relations.
I was tasked with leading all UX efforts and strategy for how this new process would take shape.
Project Goals
Automate the data collection process
Improve data integrity, security, privacy, and workflow
Minimize time to collect, process, and report on data
Approach
I started by reviewing their current process to understand what the major goals were to managing the supplier lifecycle.
I conducted service blueprinting workshops with the client to analyze where they had problems with the process and identify opportunities for efficiency and better supplier relations.
I then reimagined the process by creating wireframes and mockups to help the client visualize it and to help the product team deliver faster and with an optimal experience.
Supplier Lifecycle Management Service Blueprint
Why this approach?
Interviews with Starbucks employees helped me to better understand the current process and uncover friction points.
Analyzing research findings enabled me to identify opportunities for improvement that I could include in my solutions.
Visualizing the service lifecycle in a Service Blueprint helped the team to see where those crucial touchpoints were and where they needed to change.
Sharing my rough visualizations for the new process with the product team and the client helped to more quickly communicate my ideas. This saved both time and money, since sketches can be changed rapidly for little cost.
Early sketch of new data collection process step
Results
Streamlined data collection process to save over 12 labor hours
Incorporated user feedback for design decisions
Automated manual paper-based processes
Facilitated easier data reporting through automation and digital transformation
Infographic showing project results, provided by client
Lessons Learned
Simplification Drives Success:
Streamlining complex user flows and paper-based processes had a tremendous impact on the user experience. I learned that creating a simple navigation and focusing on user needs directly leads to more intuitive, effective designs.
Streamlining complex user flows and paper-based processes had a tremendous impact on the user experience. I learned that creating a simple navigation and focusing on user needs directly leads to more intuitive, effective designs.
Collaboration is Key to Great Design:
Throughout the project, cross-functional collaboration was essential. Working closely with engineers, product managers, and end users reinforced that great design thrives in a team environment. Sharing insights, encouraging feedback, and maintaining open communication proved vital in delivering a successful product.
Throughout the project, cross-functional collaboration was essential. Working closely with engineers, product managers, and end users reinforced that great design thrives in a team environment. Sharing insights, encouraging feedback, and maintaining open communication proved vital in delivering a successful product.
Continuous Feedback is Crucial:
User and stakeholder feedback throughout the process confirmed the importance of continuous iteration. Incorporating feedback at every stage allowed us to address issues early, stay user-focused, and ensure the final product truly met the needs of our target users and the business.
User and stakeholder feedback throughout the process confirmed the importance of continuous iteration. Incorporating feedback at every stage allowed us to address issues early, stay user-focused, and ensure the final product truly met the needs of our target users and the business.
Medium-fidelity mockup of the Supplier Management Dashboard
Testimonials
I conducted a post-project engagement survey with the product team to gauge how people felt working with me on this project. Here are some quotes from respondents.
"I think having this UX team to consult with provided valuable insights into our software. Great way to bounce off ideas to make our clients happier. I don't necessarily have any criticisms I can levy against the team at this time. Good job!"
- A Developer on the Starbucks Product Team
"Having worked on a couple projects at [redacted] prior to this without any UI/UX engagement, I can say that it makes a world of difference in a very positive way. I know this app may not have been [redacted]'s ideal UI, but genuinely to me was BY FAR the best looking app I've worked on. Not saying my past projects looked bad, but this feels like a professional app, and it made me MORE proud of my work to be able to demo and hand over really good looking software. Even if I worked really hard on functionality for something, I cringe a tiny bit to show it off if it doesn't look appealing. That was not the case on this project."
- A Developer on the Starbucks Product Team