Supplier Experiences: Next-Gen Portal Research

As Lead UX Researcher, I directed a large-scale supplier study to establish baseline usability metrics and uncover experience gaps within a key enterprise portal. Working under tight deadlines, I trained a cross-functional team to collaboratively execute a multi-method research approach—reaching over 400 supplier users. The findings exposed critical pain points and identified high-impact opportunities to guide the next-generation portal strategy.

Overview: Define Usability Baseline and Inform Next-Gen Supplier Portal Design

The initiative aimed to understand current supplier experiences, assess usability performance, and surface capability needs across diverse supplier segments. Our team conducted a survey, interviews, and card sorting sessions to evaluate the existing portal and generate data-driven insights for future improvements. This effort established a clear baseline for success metrics and directly influenced updates to the capability roadmap, information architecture, and cross-program enhancements.

Process: Broad and Deep Research

To accelerate execution and foster shared supplier understanding across disciplines, I led the research effort as the UX Researcher in a consulting role. I guided a cross-functional team of seven—spanning Change Management, Solution Architecture, and Program Management—through a structured, multi-method study. My contributions included stakeholder alignment, end-to-end research planning, team training and coaching, synthesis of cross-study patterns, and delivery of the final insights report.

• Web-based Survey for Broad Understanding (n = 389 | 11% response rate)
  10-minute mix of closed/open-ended questions distributed to a stratified sample of supplier end users to assess current experience, establish baseline usability metrics, and identify future capability needs.

• In-depth Interviews for Deeper Insight (n = 31)
  60–90 minute structured sessions to identify current pain points, segment-specific needs, and perceptions of other company portals. I trained team members to conduct interviews and facilitated a synthesis workshop to extract themes and insights.

• Card Sorting to Inform Taxonomy and Labels (n = 31)
  30–60 minute sessions where participants grouped and labeled portal content to improve navigation and inform information architecture.

Results

Established Clear Baseline Metrics and Actionable Insights to Guide Next-Gen Portal Design

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

• Only 51% noted they were satisfied with the portal

• 52% felt it meets their requirements

• 47% indicated that it is easy to use

• Only 55% preferred the current portal as compared to competitors

The interviews revealed rich, qualitative data that highlighted four primary supplier personas, and informed scenarios that showcased top issues and key opportunity areas. Business stakeholders and technology architects appreciated the fun, visual artifacts presented in the final report.

• Four main supplier personas: basic transactions, looking ahead, specialty transactions, and doing it all

• Top issues included frustrating account/password workflows, delays in access and data visibility, and limited help resources, and inaccurate data

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

Card sort findings confirmed taxonomy and labeling confusion, directly informing navigation improvements

Impact

Shaped the Vision and Strategy for Intel’s Next-Gen Supplier Portal

• Established the first usability benchmark for the existing portal—revealing that only 47% of suppliers found it easy to use, and just 51% were satisfied with their experience.

• Delivered persona-driven insights and pain point scenarios that brought supplier challenges to life for stakeholders, increasing empathy and shared understanding across business and technical teams.

• Findings directly informed the Next-Gen portal roadmap, influencing enhancements in navigation, self-service features, reporting capabilities, and support visibility.

• Led taxonomy recommendations based on card sort results, helping restructure the portal’s information architecture for better task flow and findability.

• The research approach and final outputs were cited by program leadership as pivotal in aligning cross-functional teams and elevating supplier experience as a strategic priority.

Testimonial

“Thanks for role modeling Results and Customer Orientation by leading the Supplier User Research analysis. Your leadership and perseverance ensured the team successfully planned, executed, and controlled the surveys, card sort, and supplier interviews. The output will influence the program's vision to enhance the suppliers’ experience and leverage the data to ensure the right plans are in place. Well done!”

— Supplier Portal Program Manager