Supplier Experiences: Next-Gen Portal Research

As Lead UX Researcher, I directed a large-scale supplier UX study to uncover experience gaps and set baseline usability metrics for a critical enterprise portal. Under tight timelines, I led a 7-person cross-functional team through a multi-method research effort—reaching over 400 supplier users. The findings shaped the Next-Gen portal strategy, influenced cross-program enhancements, and improved leadership alignment around user needs.

Research influenced Next-Gen supplier portal

Overview: Define Usability Baseline and Inform Next-Gen Design

This research initiative aimed to understand supplier pain points, assess usability performance, and surface segment-specific needs. Insights guided improvements to navigation, self-service, and data visibility across the supplier portal ecosystem.

Process: Broad and Deep Research

Team Led: 7 members (Change Management, Product, Solution Architecture)
Methods:

  • Survey (n = 389) → Identified pain points and benchmarked usability (11% response rate)

Survey overview

  • Interviews (n = 31) → Revealed deep-rooted issues and shaped four distinct supplier personas

Basic Transactions Persona

Specialty Transactions Persona

Looking Ahead Persona

Doing it All Persona

  • Card Sorting (n = 31) → Validated navigation issues and informed taxonomy redesign

As-is portal navigation

Online card sort study

My Contributions:

  • Stakeholder alignment & end-to-end research planning

  • Team training & coaching on methods

  • Workshop facilitation & insight synthesis

  • Final presentation and recommendations

“Brooke is a team player and personifies collaboration at its best.  She generously shared her extensive package of UX training and examples. Her materials were comprehensive, well planned, and detailed and were the main ingredients to the project’s huge success! She is incredibly organized and an awesome facilitator/teacher. Thank you, Brooke!”
— Team member

Workshop Agenda - Day 1 and Day 2

Workshop whiteboard stickies / patterns

Key Metrics & Insights

Baseline metrics revealed lackluster supplier ratings, supporting the need for redesign. Of the surveyed suppliers:

  • Only 51% of suppliers were satisfied with the portal

  • Just 47% rated it easy to use

  • 55% preferred it over competitors

Survey Baseline Results

Personas and scenario artifacts made insights tangible for stakeholders and fueled alignment on future-state design priorities.

  • Top frustrations: account workflows, access delays, limited help, and inconsistent data visibility

Scenario #1 indicating current pain points

Scenario #2 indicating current pain points

  • Key opportunity areas: enhanced self-service, simplified access workflows, improved reporting, and better support visibility

Scenario highlighting desired future state experience

Impact

  • Defined the first usability benchmark for supplier tools

  • Directly influenced roadmap updates

  • Delivered persona-based scenarios to drive empathy and action

  • Restructured information architecture based on taxonomy insights

  • Recognized by leadership for strategic value and execution under pressure

Testimonial

“Your leadership and perseverance ensured the team successfully planned, executed, and controlled the research...The output will influence the program’s vision. Well done!”

— Supplier Portal Program Manager