Customer & User Experience (CX UX) Assessment Multinational Supply Chain Finance Company

Client Challenge

A dedicated Supply Chain Finance company, sought to elevate the customer experience for their external clients accessing the trade finance system through their customer portal.

The challenge was to:

  • Assess the current user journeys
  • Improve the user interface
  • Strategically plan for an enhanced customer experience that aligns with business objectives

What We Did

TORI embarked on a 3-week engagement to comprehensively address the client’s challenge:

User Journey Assessment

  • Reviewed existing documentation, conducted user interviews, and analysed touchpoints including portal interactions, emails, and forms
  • Detailed assessment of user personas, process descriptions, and user goals

UI Look & Feel Evaluation

  • Assessed the UI design of the portal, identifying areas for improvement and best practice recommendations
  • Highlighted gaps between the current UI and industry best practices

CX & UX Recommendations

  • Outlined key considerations for defining a CX strategy, including goals, measures, people recommendations, and process enhancements
  • Recommendations encompassed customer experience surveys, user persona documentation, and prototyping UI improvements

Change Management Framework Introduction

  • Proposed a comprehensive change management framework emphasising governed design decisions, traceable requirements, alignment with development teams, and integration of service metrics

Outcome & Results

TORI’s engagement delivered significant outcomes and actionable recommendations:

  • Developed a comprehensive Customer Experience (CX) roadmap aligned with business goals
  • Documented user personas and user journeys, enabling targeted enhancements
  • Provided a UI Experience Report highlighting UI design improvements and interaction issues
  • Delivered a high-level CX & UX Review Report outlining customer experience recommendations
  • Introduced a change management framework for seamless integration of design changes and improvements

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