Why user experience is crucial for procurement

Stephen Simko and Brandon Rozelle
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Stephen Simko: Genpact, USA
Brandon Rozelle: Rightpoint, USA

Journal of Supply Chain Management, Logistics and Procurement, 2023, vol. 5, issue 2, 160-169

Abstract: Procurement touches every part of a company and the critical role that suppliers play in a company’s operations only increases its importance. For direct materials, the purchases are managed by dedicated experts whose focus allows them to develop expertise in using specialised, and sometimes complex, systems. On the other hand, indirect purchases can be made by anyone in the organisation, most of whom will be infrequent users who struggle to adapt to any system that is difficult to use. At the same time, procurement departments are looking for ways to increase the amount of spend under management to reduce costs and minimise the risks, such as information security, associated with uncontrolled buying. Solving this challenge requires that we expand our perspective of procurement systems to include the overall user experience (UX). This paper is a summary of our collective learnings on why UX is critical to any procurement and supply chain organisation, and the proven framework and techniques we deploy to help companies achieve their transformation and operations goals.

Keywords: user experience (UX); customer experience (CX); end customer; procurement transformation; journey mapping; Amazon effect; self-service technology; spend management technologies; enterprise resource planning (ERP); indirect procurement; spend compliance; behavioural science; human computer interaction; shadow procurement organisation (search for similar items in EconPapers)
JEL-codes: L23 M11 (search for similar items in EconPapers)
Date: 2023
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