Document Collection
Venminder
My Role:
- Primary Designer
- Research
- Wireframes
- High Fidelity Design
- Prototyping
- User Testing
Tools:
- Balsamiq
- Figma
- Visual Studio
- Zoom
Team:
- Designer
- Product Manager
- 3 Back-end Devs
- 1 Front end Dev
- 1 QA person
Challenge:
When performing an assessment for clients, within the Venminder app, it is difficult getting the proper documents from the vendor.
Goals:
- Streamline collection and verification of documents from vendors
- Automated notifications
- Update expired, incorrect or missing documents
- Allow vendors to upload and delete documents.
- Ability to view documents
- Allow vendor to control who gets access to documents
Process Summary:
-
Discovery
- Discuss vision and direction with product manager
- Stakeholder interviews
- Identify personas
- Evaluation of existing product and processes
- Gather and review feedback from customers
- Story mapping
-
Ideation
- Sketch ideas on paper
- Low fidelity wireframes in Balsamiq
- Internal Reviews, design iterations
- High fidelity mockups using HTML prototype
- External reviews with select CAB (client advisory board) members
- Internal user stories, Size project
-
Validation
- User testing with internal teams
- Pilot testing with select CAB members
- Post launch interviews with CAB members
Discovery:
Stakeholder interviews
What we learned
- Internal CSR retrieves document requests from the queue and submits them to the vendor via Zen Desk for processing.
- Utilizing Zen Desk enables the automated dispatch of reminders, streamlining communication.
- Acquiring documents from vendors can be challenging and time-intensive.
- Upon initial document requests, new vendors receive a comprehensive 200-question questionnaire.
- Certain vendors may withhold documents from Venminder, necessitating direct client engagement for retrieval.
- Some vendors mandate Venminder's agreement to a Non-Disclosure Agreement (NDA), restricting document use solely for assessment purposes.
- Venminder offers a standardized NDA template for vendors lacking their own agreement terms.
- Certain clients independently gather vendor assessment documents.
- Typically, document requests are made via email.
- Each business unit typically initiates document requests.
- The requester is responsible for ensuring document accuracy.
- Monitoring of document requests varies across business units and clients.
- Document requirements are communicated to vendors via phone, followed by email specifying the requested documents and their purpose for assessment.
- There is no centralized document storage system.
- Certain vendors exclusively release documents to their clients.
- Retrieving documents is a laborious and time-consuming task.
- The most common solution sought was automating and tracking each step of the process.
Vendor Types
| Vendor type | Definition |
|---|---|
| Client Request | New vendor user is invited into Venminder to respond to a questionnaire, or complete profile update request. (New - Upload documents for assessment request) |
| Exchange Non-Contracted |
Vendor is invited to the Venminder Exchange to respond to Questionnaire, preview assessments performed on them. Also includes ability to share with their customers. (New - Upload documents for assessment request) |
| Exchange Contracted |
Vendor has all above, plus they may host/manage documents and questionnaires, view assessments performed on them, and share with customers. (New - Upload documents for assessment request) |
Document request emails
Simulated emails currently sent at initial request, 3 days and 5 days from Zendesk.
Working notes to understand complete workflow
Detailed FULL workflow with notes, questions, possible conflicts.
- (Green) Client in app.
- (Yellow) Venminder staff
- (Blue, This project) Vendor document request, currently done with Zen Desk, email and Venminder admin app.
Working notes on existing internal workflow
Expanded details from flow above, currently this is done in Zendesk
Old vendor workflow
High level current vendor document request workflow, done using Zen Desk and emails between Venminder and the vendor.
New vendor workflow
High level NEW vendor document request workflow, nothing done manually.
Ideation:
Wireframes: Balsamiq
Upload document: Linked from email, or Client request page.
Client Request page: Includes document request, questionnaires, and profile information update request
Prototype: Figma
Vendor receives an email requesting them to provide documents for the assessment. Upon logging in, the vendor is presented with the document request.
Email requesting documents: Not the new vendor document request email, included in represent flow.
Login: Not the new vendor document request login, included in represent flow.
Document Request: Represents a client requesting documents from a vendor to do assessments on 3 different vendor services.
Document Request: Upload documents.
Document Request: Upload documents, continued.
Document Request: Single document uploaded with comment from vendor.
Document Request: Document uploaded for all 3 vendor services.
Document Request: Document request complete confirmation.
Document Request: Request indicating documents were successfully received and under review by Venminder.
Document Request: Optional scenerio showing verified, and a document with an issue including a note, and ability to upload replacement document.
Document Request: Optional scenerio showing verified, and a document with an issue including a note from vendor.
