B2B retail vendor knowledge base & credentials portal

Launched Home Depot’s modernized Supplier Hub to give retail vendors access to crucial sales data and troubleshooting methods, along with a solution to allow vendors to effectively manage their own account credentials - significantly decreasing vendor support tickets regarding authentication and access issues

users: enterprise retail vendors

user problems:

• large enterprise retailer = disconnected information, processes and tools.

• tribal knowledge is required to find useful tools and troubleshoot issues to do business well.

• disjointed backend systems require vendor users to retain multiple accounts and to log-in multiple times to access tools they need daily.

additional business problems:

• the legacy application access provisioning tool was clunky at best, causing users to share account credentials and refrain from updating contacts.

• the tool was built using flash technology that was going out of browser support imminently.

goals: 

• effectively combine user account credentials into a 1:1 setup vs. of 1:many – driving business change to get other application teams to update their authentication and functionality to suit

• decrease support tickets regarding authentication and access issues

enterprise retail vendor outcomes: 

• add, update and remove retail partner contacts, including self account management

• easily access information and tools I need with one required log-in

• understand how to troubleshoot issues on my own + more easily locate the human I need to talk to about my problem

lessons learned and reinforced:

• it’s not ok to use outdated survey data to infer about customer happiness.

• there is almost always a content quality problem. even if / especially if the people in charge of the content are out of touch with the content consumers.