This is a design challenge for Procter & Gamble. We won the first prize for the challenge!
P&G deals with 90,000 suppliers globally. However, their current website for suppliers to manage account info and orders are not effective enough for them. Based on user pain points, we redesigned the website for P&G suppliers to easily get trained for different tools and to better access the tools they need.
Makeathon Design Challenge
April 2019 (2 weeks)
Procter & Gamble deals with 90,000 suppliers globally. These suppliers manage account information, order and invoice through different Source Plan Pay Operations (SPPO) solutions. Some suppliers need guidance on how to use them so training needs to be given. Their learning experience should be digital, easy and effective.
Based on research, we found that there are different types of suppliers, some are new to P&G and some are old and expert users. The goal is to create an overarching platform that both user groups can use it together and increase the engagement rate of new users and the satisfaction rate of current users.
Some issues with the current website are as below, which leads to the users' pain points.
The current website distributes the users based on their experience level, for example, "prospective suppliers", "new suppliers" or "current suppliers". However, the subsections inside the "current suppliers" are not organized and makes it difficult for the users to find 2 main contents they need, "Tools" & "Policy"
Both new users and old users have unpleasant journey when travel through the website to achive their goals.
The digital content should be easy to understand which can enable high participation without making the training too burdensome for them.
Provide Help & FAQ so that users can find the answers.
Inform suppliers about the upgrades or changes of the tools.
The new information architecture has a flattened structure. It's easier for users to navigate. We elevated the level of "SPPO solutions" and "Policy" due to its frequency of use. In this way, users can get there frictionless.
The old design is either unsustainable or not visually appealing.
The new design uses different tabs to organize the tools and provide shortcuts so users can navigate to the tools they want quickly.
When I first saw the website, I found it hard for me to get the information I need. One of the most urgent issues with the initial website was that it didn't have a clear hierarchy. The information was scattered and the architecture was pretty messy. Users struggled to find the information they were looking for. It was even harder for them if they haven't used it for a while. Therefore, to clean up the information architecture and improve the memorability became the top priority.
Although this project is an agile design challenge without us doing research from scratch, I would suggest always take one step back and stand in user' shoes before jumping into detailed design. Thinking about the user journey for both new users and old users is really helpful to make sure that users' problems are all correctly addressed. The next step is to test the hi-fi prototype. We didn't test our design due to the timeframe, but the validation is needed to make sure the design is easy to understand.