- CASE STUDIES -
Transforming Supplier Engagement Through A Self-Service Supplier Portal
Project Overview
British American Tobacco (BAT) is progressing towards a unified global Engagement Centre, with the initial focus on Supplier Self Enablement. This is being achieved through the implementation of a Self-Service Portal, which will serve as the central hub for suppliers to efficiently carry out their business activities with BAT. As the Lead Designer, I successfully contributed to deliver a global Self-Service Portal to improve supplier engagement across regions. The portal reduced invoice queries by 41% and supplier registration time by 50%.
My Role:Lead Service and Experience Designer
Challenge at a Glance
1
Complex Regional PortalsMultiple regional portals resulting in duplicated efforts across markets and hindering supplier experience.
2
Inconsistent User ExperienceVaried interfaces and processes across different regions leading to confusion and inefficiency.
3
Limited Self-Service CapabilitiesLack of centralized, easily accessible information for suppliers, leading to increased support queries.
4
Inefficient Registration ProcessTime-consuming supplier registration procedures affecting onboarding efficiency.
5
Fragmented ReportingDifficulty in aggregating and visualizing supplier data across regions.
6
ScalabilityNeed for a solution that could accommodate BAT's global supplier base and future growth.
Process: How I tackled This Challenge
1. User Research
Conducted 23 supplier interviews and usability testing with 8 suppliers across Asia and Europe to uncover pain points and validate ideas.
2. Design Principles Development
Employed accessible, behavioural and future-ready design approaches to enhance supplier experience through standardized yet flexible workflows.
3. Information Architecture
Structured content in clear categories with access controls, reducing navigation effort and boosting issue resolution.
4. Workflow Optimization
Designed optimized self-registration workflows with improved forms, helper text, and field validation to streamline the onboarding process.
5. Dashboard Creation
Developed an interactive invoice dashboard with export capabilities and a comprehensive reporting dashboard for data aggregation and visualization.
6. Knowledge Base Design
Created a structured Knowledge Portal with clear categories and appropriate access controls to enable 24/7 self-help for suppliers.
7. Usability Testing
Conducted iterative testing with suppliers to refine the portal's interface and functionality, ensuring it met user needs and expectations.
8. Cross-Regional Collaboration:
Worked with teams across different regions to ensure the portal met diverse market requirements while maintaining a consistent user experience.
