SCMFA/MX Vendor Touchpoint Document
Goal: Figure out a way to understand Kroger’s current relationship with vendors and visualize the opportunities for improvement
Outcome: With a deadline of two weeks, three product designers across Merchandising and Supply Chain departments built a service blueprint that articulated vendor touchpoints, pain points, and opportunities for improvement. Leaders across MX and SCMFA now use this documentation to negotiate budgeting and potential shifting priorities.
Tools Used
The Story
~ Goal Setting / Problem Framing
~ Gather all existing documentation
~ Workshop – Service Blueprint
~ Presentation & Recommendations
The Gallery
Definitions
Vendors
companies selling products within Kroger (e.g. P&G, Unilever)
Portals
visual and communication channels between Vendors and Kroger Business
Opportunities
places where Kroger should invest teams, time, and money based on existing pain points and gaps in today’s processes
My Personal Takeaways
Two weeks is not a lot of time to put together a service blueprint; however, I grew confident in presenting “clean messy.” I found that in two weeks, rather than doing additional user research, this was a chance to showcase over 30 teams’ work and unify all of that research and insights into one visual aid. In a short amount of time, I simplified the complex reality and presented a clear and persuasive talking point for future business directions.