Disclaimer
This project was executed as part of a fast-paced MVP (Minimum Viable Product) initiative. While I followed core UX principles, certain steps in the discovery and validation process—such as extensive user research, usability testing, and iterative refinement—were limited due to tight timelines and the early-stage nature of the product. The goal was to establish a functional foundation that could scale and evolve through future phases of development.
1. Discovery & Research
1.1 Stakeholder Interviews
Objectives
Understand internal stakeholders’ workflows, pain points, and expectations to inform the Supplier Portal’s core functionality and experience design.
Interviewed
- Procurement Manager (North America)
- Finance Director (Accounts Payable)
- Legal Counsel
- IT Systems Lead
- Category Manager
Key Takeaway
- 18% Invoices blocked due to retroactive POs: Retro PO creation leads to non-matching invoices and delays in invoice validation.
- 65% suppliers lack real-time PO visibility: Suppliers are unable to track order progress, leading to misaligned deliveries and follow-ups.
- $10-$15 Million annual loss on support: Increased support tickets and staff involvement leading to productivity and financial loss
- Invoice processing delayed by 3–5 days due to manual review: Time-consuming validation checks increase error rates and slow down payment cycles
- 12+ tools & systems dashboards accessed per supplier: Fragmented tools make it harder for suppliers to manage their relationship with business effectively.
1.2 Understanding Business Needs
- Real-time PO & payment tracking for suppliers: Suppliers are unable to track order progress, leading to misaligned deliveries and follow-ups.
- Eliminate 80% of support-related email dependency: Centralize all help resources to lower support ticket volume and increase resolution speed.
- Cut invoice processing time by 70%: Automate review, reduce bottlenecks, and accelerate financial operations.
- Reduce supplier tool usage from 12 platforms to 1: Simplify experience by integrating major workflows into a unified portal.
- Give suppliers access to performance metrics: Enable data-driven supplier decisions through personalized dashboards.
1.3 Competitive Benchmarking
* Non-Responsive Table. Desktop viewing advised
| Feature/Functionality | P&G | Unilever | Nestlé | Coca-Cola | PepsiCo (Proposed) |
|---|---|---|---|---|---|
| Supplier Registration & Onboarding | ✅ Online Forms | ✅ Guided Flow | ✅ Self-service | ✅ Form-based | ✅ Streamlined with AI-based support |
| Purchase Order Management | ✅ | ✅ | ✅ | ✅ | ✅ Real-time PO updates with alerts |
| Invoice Submission & Status Tracking | ✅ Upload & Track | ✅ Pre-submission check | ✅ VIM Integration | ✅
Email & Form based | ✅ Automated validation & Exception insights |
| Contract Management | ❌ | ✅ Basic visibility | ✅ Contract viewing | ❌ | ✅ Contract lifecycle with status alerts |
| Supplier Performance & Scorecard | ❌ | ❌ | ✅ KPIs view | ❌ | ✅ Interactive performance dashboard + benchmarking |
| Supplier Helpdesk/Support | ✅ Email-based | ✅ Live Support | ✅ FAQs + Helpdesk | ✅ Basic support | ✅ Chatbot, ticketing, & SLA tracking |
| Policy / Documentation Access | ✅ Downloadable | ✅ Downloadable | ✅ Downloadable | ✅ Static docs | ✅ Policy Center with acknowledgment tracking |
| Notifications & Alerts | ✅ Email-based | ✅ Email + Portal | ✅ Portal alerts | ✅ | ✅ Customizable alerts & digest notifications |
| Training & Knowledge Center | ❌ | ✅ Basic content | ✅ Resource hub | ❌ | ✅ Supplier Academy – videos, quizzes, compliance walkthroughs |
| Multilingual & Global Access | ✅ | ✅ | ✅ | ✅ | ✅ Region-aware experience & localized content |
| Supplier Diversity & ESG Data Submission | ✅ | ✅ | ❌ | ✅ | ✅ Inclusive diversity module & ESG self-declaration |
1.3 Persona Creation, Journey & Empthay Mapping
Emily Carter
Title: Supplier Operations Coordinator
Experience: 5 years in supplier data management & compliance
Supplier Admin
Responsibilities:
Emily manages supplier records, certifications, tax documents, and onboarding workflows. She’s the primary contact for initiating portal access, submitting required documents, and maintaining compliance with the procurement company’s standards.
Pain Points:
- Difficulty in tracking supplier performance metrics.
- Limited visibility into pending invoices and payments.
- Managing compliance with complex regulations.
Wants:
Supplier Admins need a holistic view of their business with supplier performance, compliance tracking, and financial insights.
* Non-Responsive Table. Desktop viewing advised
| Stages | Onboarding & Profile Mgmt | Compliance & Documentation | Contract Lifecycle | Issue Resolution |
|---|---|---|---|---|
| Goals | Register successfully, ensure data accuracy | Submit required certificates and compliance | Track renewal dates, manage versions | Resolve contract or profile-related issues |
| Actions | Fill forms, upload ID, validate contacts | Upload tax docs, license, sustainability info | Monitor dashboards, respond to alerts | Raise ticket, call helpdesk |
| Thoughts | “Is my info correct?” | “Did I miss any required documentation?” | “When is this contract expiring?” | “Will this take long to resolve?” |
| Pain Points | Redundant form fields, no validation hint | No clarity on required docs or formats | No automated alerts, confusion in versions | Delays in helpdesk response |
| Emotions | 😐 Cautiously optimistic | 😟 Frustrated, anxious | 😕 Concerned | 😤 Irritated, helpless |
| Touch Points | Registration form, profile dashboard | Compliance upload tab | Contract dashboard, alert center | Support form, chat, contact center |
| Opportunities | Auto-fill, doc template prompts | Pre-upload checklist, status bar | Visual timelines, renewal alerts | Self-service ticket status + SLAs |
| SEES |
|---|
| Purchase orders with unclear statuses. |
| Invoices getting stuck in approval |
| Performance scorecard with industry benchmarking |
| Purchase orders with unclear statuses. |
| THINKS & FEELS |
|---|
| “Where is my invoice in the payment cycle?” |
| “I need better performance insights” |
| “Are we following all compliance requirements?” |
| “I wish there was a way to automate issue resolution.” |
| HEARS |
|---|
| Finance team complaining about delayed payments |
| Complaints from internal team about missing remittance details |
| Regulatory updates requiring documentation updates |
| Frustration from vendors about contract complexities |
| SAYS & DOES |
|---|
| “Can we get a real-time invoice tracker?” |
| “I need to reach out to PepsiCo support for status updates.” |
| “Can I download all our compliance documents in one place?” |
| “I spend too much time manually tracking invoices & payments.” |
Marcus Green
Title: Senior Logistics & Supply Chain Analyst
Experience: 7 years in logistics, inventory, and PO tracking
Supply Chain Coordinator
Responsibilities:
Marcus tracks purchase orders, shipment updates, and delivery confirmations. He frequently coordinates with PepsiCo’s receiving departments to resolve discrepancies and ensure on-time deliveries. Accuracy and speed are crucial in his role.
Pain Points:
- Unclear PO status and shipment tracking.
- Manual follow-ups required for issue resolution.
- Difficulty in tracking rejected/mismatched orders.
Wants:
Supply Team requires real-time order tracking, automated dispute resolution, and PO history access.
* Non-Responsive Table. Desktop viewing advised
| Attribute | PO Acknowledgement | Delivery Confirmation | Dispute Management |
|---|---|---|---|
| Goals | Confirm all incoming POs quickly | Submit accurate delivery details | Avoid or resolve delivery discrepancies |
| Actions | Log in, review POs, click confirm | Fill delivery form, upload receipt or scan | Communicate with PepsiCo team, update status |
| Thoughts | “Do I have all POs?” | “Is this delivery aligned with the PO?” | “What went wrong and how do I fix it?” |
| Pain Points | Cumbersome PO list, no search/sort | Complex data entry, poor mobile support | No clear tracking or ownership of disputes |
| Emotions | 😫 Rushed, pressured | 😰 Stressed, overwhelmed | 😠 Defensive, sometimes disengaged |
| Touch Points | PO list dashboard, filters, alerts | Confirmation form, scan/upload module | Dispute tracker, message center |
| Opportunities | Smart filters, bulk confirm, PO aging alert | Auto-fill from shipment IDs, scan reader | Clear ownership, reason tagging, fast resolution |
| SEES | THINKS & FEELS |
|---|---|
| Orders pending with unclear delivery timelines. | “I need real-time visibility into PO processing.” |
| Frequent order disputes with unclear resolutions. | “Too many manual follow-ups are killing my productivity.” |
| Delayed goods receipts impacting internal supply chain. | “Why is invoice rejection so high?” |
| Different invoice formats causing confusion. | “If suppliers uploaded invoices in a structured way, we’d have fewer errors.” |
| HEARS | SAYS & DOES |
| Complaints from suppliers about missing PO confirmations. | “Where is my latest order confirmation?” |
| Issues from finance team about PO mismatches. | “We need an automated way to resolve mismatches.” |
| Confusion from internal teams about goods receipt delays. | “I need a way to escalate issues directly from the portal.” |
| Conflicting updates from different teams. | “Is there a centralized issue resolution system?” |
Olivia Reed
Title: Manager – Accounts Receivable
Experience: 10 years in financial reporting and receivables
Finance Lead
Responsibilities:
Olivia handles all invoice submissions to PepsiCo, ensures alignment with PO data, tracks payment cycles, and investigates exceptions. She often follows up on delayed payments or mismatches in invoice validation.
Pain Points:
- Unclear PO status and shipment tracking.
- Manual follow-ups required for issue resolution.
- Difficulty in tracking rejected/mismatched orders.
Wants:
Supply Team requires real-time order tracking, automated dispute resolution, and PO history access.
* Non-Responsive Table. Desktop viewing advised
| Attribute | Invoice Submission | Validation & Exceptions | Payment Tracking | Post-Payment Support |
|---|---|---|---|---|
| Goals | Submit invoice with zero errors | Get fast validations and resolve rejections | Know exactly when they’ll be paid | Reconcile and confirm payment received |
| Actions | Upload invoice, enter PO details | Monitor rejections, contact support | Check payment dashboard, match PO & invoice | Download records, audit logs |
| Thoughts | “Is everything filled correctly?” | “Why was it rejected?” | “Has it been processed yet?” | “Are we ready for audit?” |
| Pain Points | Manual entry errors, duplicate effort | No clear reason codes, delays in feedback | No forecast date, vague payment status | Poor archiving, missing audit trail |
| Emotions | 😬 Nervous, alert | 😖 Frustrated, reactive | 😒 Hopeful, then annoyed | 😌 Relieved when confirmed |
| Touch Points | Invoice submission form, smart fill tool | Exception dashboard, help chat | Payment timeline, PO-Invoice reconciler | History logs, downloadable reports |
| Opportunities | Template-based entry, auto-fill logic | Visible reason codes, feedback loop system | Payment forecast indicator, reminder alerts | Invoice calendar, audit readiness score |
| SEES | THINKS & FEELS |
|---|---|
| Large volume of invoices stuck in manual review. | “Why do 60% of invoices require manual intervention?” |
| Frequent supplier escalations on payment status. | “I wish there was an easier way to track payment progress.” |
| Duplicate or incorrect invoice submissions. | “Why don’t suppliers validate invoices before submitting?” |
| Different rules for different invoice types causing confusion. | – “Processing times are too long; we need automation.” |
| HEARS | SAYS & DOES |
| Complaints from suppliers about unclear payment timelines. | “We need to streamline payment tracking.” |
| Push from leadership to reduce invoice exceptions. | “Can we reduce rejections with pre-validation?” |
| Repeated emails from suppliers about missing remittance info. | “There should be a single place for suppliers to check payments.” |
| Issues from internal teams about unmatched invoices. | “We need a better way to handle disputed invoices.” |
Key Findings
- High dependency on email communication for order confirmations
- Limited supplier visibility into payment status
- Help desk overwhelmed with invoice/payment-related queries
- Identified five core capability zones: Orders, Invoicing, Contracts, Support, and Performance
- Frequent complaints about late payments due to lack of visibility
- Suppliers lacked clarity on helpdesk turnaround times
- Interest in self-service status tracking and ticketing
- Lack of a central system to track end-to-end supplier activity
- Manual handovers between tools leading to data inconsistency
- No way to track contract status or revisions outside email
- No integration layer between Procurement Hub and supplier communications
- Competitor portals offered real-time order and payment tracking
- Scorecarding/performance metrics on dashboards would encourage visibility
- Need of Integrated support and documentation libraries
- Supplier communication centralized through unified notification hubs
- Identified average invoice cycle of 90+ days
- Discovered retro PO issues and manual PO adjustments
- Each module aligned with distinct user intents and backend services
- Enabled phased rollouts with minimum interdependencies
- Reduced redundant workflows and ensured seamless integration with Procurement Hub
2. Planning & Strategy
2.1 Information Architecture
2.2 User Flows
* Detailed flow chart is not shareable due to NDA restrictions