Case Study
Approach
Transforming Procurement for a Major Oil & Gas Corporation
- Assessed existing enterprise workflows and system usability
- Identified experience gaps and opportunities for modernization
- Designed future-state experience concepts and workflows
- Contributed to platform recommendations, including ServiceNow-based solutions
Outcomes
Provided clear direction and design insights to support the platform
modernization and operational efficiency.
- Improved clarity around complex enterprise workflows
- Supported informed platform and technology decisions
- Helped align business and technical stakeholders
- Reinforced the value of experience design in operational systems
Client
Chevron
Firm
KPMG
Year
2022
Role
UX Strategy & Design Director
Scope
Responsible for interaction design and interface simplification across multiple operational views.
At a glance
Challenge
Slow, error-prone procurement with costly delays due to outdated software
Role
UX Strategy & Design Director
Goal
Identify user pain points and recommend a modern, effective procurement system
Process
Full human-centered strategy process
(Research – Interviews – Insights)
Team
Engagement Manager
Senior Associate Strategist
Associate Business Analysts (2)
Outcome
70% of issues were solved via a third-party platform, which led to further digital transformation engagements
Deliverables
The Results
70%
of identified problems were solved by selecting a third-party procurement system that best fit their needs.
Win
Based on our findings, we were selected to lead a major digital transformation initiative to build and implement the remaining custom functionality.
The Process
User Research & Interviews
Conducted 120 interviews spanning diverse operational environments: refineries, Texas field offices, corporate headquarters, and offshore rigs in the Gulf of Mexico
- How employees were using the current system
- Their biggest pain points
- Their wish lists for an improved experience
- Process inefficiencies that were slowing down procurement
By conducting in-depth, empathy-driven conversations, we identified why users didn’t realize the full potential of their tools and how we could create a more seamless, efficient experience.
Personas
I translated our research into detailed personas and a prioritized feature list.
Personas helped us understand user motivations, frustrations, and workflows across different roles.
Journey Mapping
Journey maps visualized the procurement process from start to finish, highlighting bottlenecks and opportunities for improvement.
We overlaid the journey maps with key pain points and suggested solutions, providing a clear roadmap for transformation.
Facilitating Workshops & Readout
With our findings in hand, I led a workshop with stakeholders to brainstorm ways to optimize the procurement process.
We collaborated on pain points and solutions, covering everything from system usability to automation opportunities.
The session left a conference room full of sticky notes and whiteboards covered with insights.
Lessons Learned
- Efficient research matters
Excessive interviews can yield diminishing returns; focus on quality over quantity - Visual frameworks must drive action
Journey maps should lead to specific interventions - Record your insights
Interview recordings became invaluable for accuracy and analysis
- Logistics are real constraints
Accessing remote oil rigs added complexity to field research - Documentation is indispensable
Detailed note-taking supports clarity and alignment throughout the process