Supply Chain User Journey
Problem Statement: The Commercial Insights Program at 84.51˚ was lacking an understanding of what the opportunity space looked like when it came to the full grocery retailer Supply Chain process when it came to offering an improved insights experience.
Project Goal: Provide a clear understanding of the end-to-end Supply Chain process and the opportunities within the space that we can explore to provide new or more accurate insights across all commercial experiences and products.
My Role: I was the Lead User Experience designer for this research project. My stakeholder was the Product Owner who would leverage the findings to fill out his roadmap for Supply Chain experience improvements. I planned all of the research, met with internal teams and ultimately interviewed 6 different clients to better understand their roles and opportunities in this space.
Client
84.51˚ LLC
Year
2023
Project Kickoff & Internal Research
To kickoff the Supply Chain project I wanted to leverage the internal resources and teams at 84.51˚ to get myself grounded in the most accurate picture of what the Supply Chain process encompasses. I met with multiple internal teams to better understand what we offer today in our Supply Chain reporting experiences and the Data Science teams working on the future vision of supply chain. I needed to first understand “What we know.”, “What we don’t know.” and through research identify “What we don’t know we don’t know.”
Experience Flow & Detail
After I defined the concept I went through an exercise to ensure I had all of the accurate metrics captured for each step of the Supply Chain flow that was going to come to life in the experience. I also wrote out what questions or insights a user would be able to gain from each metric and part of the flow.
External User Research
After I was grounded in what the Supply Chain process and what the ideal end state of the process should look like, I conducted external user research with our existing Supply Chain insights clients. I crafted my user research brief, wrote the script, identified 6 users that work in the Supply Chain space at CPGs and facilitated those interviews.
After the interviews, I synthesized the learnings and findings into a MURAL document that provided an accurate vision for the Supply Chain space as it is today, the users who play in the space and a user journey map of the full process.
In the Supply Chain User Journey Map I outline the tasks a user does, what they are thinking, feeling, the pain points they face, the tools they use the metrics they care about most and the opportunity improvmentareas.
Conceptual Design
Once the opportunities were defined in the Supply Chain space I was able to step back and define a concept for what the future experience should provide for our end users. I always start my conceptual design phase with sketching.
