User Story: An Operations Manager Struggles with Supplier Payments

Below, you get a peek into how we work with clients to create user stories. These stories are created from quantitative and qualitative research.

Why stories?

Stats and figures are good, but stories connect at a deeper level. They're a more accurate depiction of what the end user experiences and unearth the true pain points to solve.

You'll see that in this story, there's an emotional state listed for each step, that's because emotional states are good indications of where the real issue is.

We're human beings with emotions designing for other human beings with emotions. Those emotions are underrated in how much they influence our buying behavior.

Superior UX elicits positive emotions and goes beyond the seamless functionality. Products that trigger positive reactions can lead to greater user loyalty and create a more impactful user experience. 

This is the story of Fatima, an operations manager at an independent business who struggled with get access to critical supplier information and the ability to solve supplier issues when they came up.

This is how we mapped out the persona, their specific pain points, and actionable recommendations for the client to implement.

Happy reading!

User Persona: Operations Manager at a Textile Business

• Name: Fatima
• Role: Operations Manager
• Company: Independent textile business working with international suppliers.
• Primary Responsibilities:
  • Manage supplier relationships.
  • Ensure suppliers are paid on time and in full.
  • Handle complaints or requests for early payments.

User Journey

1. Phase: Daily Supplier Management

Scenario: Fatima checks her supplier payment status to ensure all obligations are met.

• Needs:
  • A clear overview of payment details, including timing, amount, and status.
  • Proactive notifications for potential issues or delays.
• Pain Point: Payment information is scattered across different systems, requiring her to request updates from Jack or Matthew in the finance team.

Emotional State: Frustration. Fatima feels inefficient and dependent on others for information she should easily access.

2. Phase: Supplier Complaint or Query

Scenario: A supplier reaches out to Fatima with a complaint about delayed payment or a request for early payment.

• Needs:
  • A self-service option to confirm payment details.
  • A streamlined way to communicate with the payment provider directly if further investigation is needed.
• Pain Point: Fatima lacks direct access to the payment provider and must rely on Jack or Matthew to escalate the issue.

Emotional State: Stress. Fatima worries about appearing unprofessional to the supplier due to delays or lack of clarity.

3. Phase: Investigating the Issue

Scenario: Fatima seeks information on the payment status or logs a complaint.

• Needs:
  • A centralized dashboard to trace payment history, statuses, and expected timelines.
  • Automated reconciliation tools for payments with discrepancies (e.g., unexpected fees or shortfalls).
• Pain Point: The escalation process is time-consuming, requiring back-and-forth communication with Jack, Matthew, or the payment provider.

Emotional State: Overwhelmed. Fatima feels inefficient in resolving what should be a straightforward issue.

4. Phase: Resolving the Issue

Scenario: The issue is resolved, and the supplier receives their payment or clarification.

• Needs:
  • Timely resolution with clear communication to the supplier.
  • Confidence in her ability to handle such situations without management intervention.
• Pain Point: Fatima feels embarrassed about needing to involve her management team unnecessarily.

Emotional State: Relief but lingering frustration. Fatima wants tools that allow her to manage these tasks independently in the future.

Summary of Pain Points and Opportunities

Pain Points

1. Lack of Transparency: Fatima can’t easily access real-time payment statuses or histories.
2. Dependence on Finance Team: Fatima relies on Jack or Matthew for basic queries or escalations, slowing down resolution times.
3. Communication Barriers: Fatima has no direct communication channel with the payment provider.
4. Limited Proactivity: She lacks tools to proactively identify or resolve issues, leading to reactive problem-solving.

Opportunities for Payment Solutions

1. Enable real-time, self-service tools for tracking payment statuses and histories.
2. Provide a direct communication channel with payment providers for queries or disputes.
3. Build automated alerts for potential payment delays or discrepancies.
4. Streamline payment reconciliation processes with intuitive workflows and notifications.

Actionable Recommendations

1. Develop a Supplier Payment Tracker

• What: A centralized dashboard that displays payment statuses in real-time.
• Why: Empowers operations managers like Fatima to monitor payment timelines and ensure compliance without needing assistance.
• Key Features:
  • Visual payment history with statuses (e.g., “Processing,” “Completed”).
  • Notifications for delays or issues.
  • FX breakdowns and fee transparency for international payments.

2. Introduce Self-Service Support

• What: A portal for logging and resolving payment disputes or queries independently.
• Why: Reduces dependency on the finance team, speeding up resolutions and increasing user confidence.
• Key Features:
  • Chatbots or ticketing systems for common issues.
  • Pre-populated dispute forms for faster escalation.
  • Real-time updates on the status of logged issues.

3. Implement Automated Notifications

• What: Proactive alerts for payment anomalies or delays.
• Why: Helps operations managers address potential supplier complaints before they occur.
• Key Features:
  • Alerts for incomplete or delayed transactions.
  • Warnings about unusual fees or discrepancies in amounts.
  • Notifications when a supplier views or acknowledges receipt of payment.

4. Enable Supplier Communication Integration

• What: Build tools for better supplier-facing communication within the platform.
• Why: Reduces back-and-forth emails, keeping payment discussions centralized.
• Key Features:
  • Shareable payment links for suppliers to check statuses.
  • Direct messaging tied to specific transactions.
  • Request acknowledgment of received payments to confirm resolution.

Takeaways for Product Teams

1. Empower Autonomy: Build tools that enable operations managers to independently manage payment-related tasks and resolve issues without escalating.
2. Prioritize Transparency: Ensure payment details (e.g., status, amounts, fees) are easily accessible and understandable.
3. Streamline Communication: Reduce dependency on intermediaries by connecting SMB users directly with payment providers and suppliers.
4. Focus on Proactivity: Develop features that anticipate potential problems and alert users before they escalate.

WDIR, your partner in B2B Payment UX

If you're looking to dive deeper into your end user's pain points, consider partnering up with WDIR. We work with leading financial institutions and innovative startups globally to help them create seamless, intuitive, and secure payment experiences. Get in touch today!