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Tim Gale Design

Fintech

Levelling up the Procurement Process for Both Buyers and Suppliers Alike

Enabled suppliers of all sizes land recurring business with large companies, handling work creation, tracking, completion and payments.

Role

Product Design Lead

Company

Paid

The challenge

Paid is a procurement challenger platform that makes it simple for buyers to onboard their suppliers, automate contracts and streamline the payment process for all involved.

The challenge to solve was to improve the working relationship between buyers and suppliers. Making the procurement process an equal opportunity for all involved, regardless of size.

The process

Market analysis

We could segment our competitors based on the depth of service they offered and how closely related they were to the problem space we were operating within.

User interviews

We took the 20 most active suppliers on the platform and reached out to them with the offer of participating in our research study. We were able to speak with the majority of the suppliers to understand their perspective on the things that were getting in the way of working efficiently with their clients.

To ensure we were supporting the needs of our customers on the buyer side as well as the suppliers, I gathered insights from our internal customer success team to identify the key themes that were preventing them from getting the most out of the platform.

Reviewing insights

Taking the key themes forward, I ran workshops with internal stakeholders to share the details to ensure alignment between user needs and business goals.

Putting it all together

Research outcomes

User personas were enhanced to act as reference points for the team to ensure a shared understanding when building out our solutions.

The solution

For each product update made, we kept in mind how experience of both the buyer and the supplier would be impacted at each step in their journey.

For example the onboarding process for suppliers involved them signing a number of documents to satisfy regulations before starting work. To give the buyer visibility of progress here, clear statuses and a visual representation of the process showing each point along the way was a key element.

Ultimately the objective was to reduce the time taken to get suppliers up and running and be in a position to commence work while giving both parties full transparency of progress and communications.

Following testing with a set of key customers, it was clear to see that the improvements made helped streamline the procurement process overall.

Hand over

Building and maintaining the Paid Design System meant continuous collaboration with the engineering team, ensuring that product updates adopted proven design patterns and components to streamline the development process.

Outcomes

Increase in user satisfaction from both suppliers and buyers

Reduction in time spent chasing suppliers over email

A drastic reduction in supplier onboarding times

Customer awareness of their carbon footprint

Suppliers paid sooner via their preferred payment method

“Tim ran product design for Paid, helping to steer the product into good UX patterns while allowing the product cycles to be short and innovative.

Tim is great at working with clients, running workshops and communicating his ideas to the wider team. His UX is also always on point, with careful consideration over key interaction elements.”