Stocksy United

UX Research, Data Analysis

Objective:

To transform Stocksy's purchase management system by developing a user-centered solution that empowers clients while reducing operational overhead.

Purchase management

Managing stock purchases required multiple team interactions, creating inefficiencies that impacted both clients and staff.

OBJECTIVE

To enhance client autonomy and operational efficiency by transforming Stocksy's purchase management system, reducing support overhead while improving the client experience. Our goal was to create a self-service solution that would empower clients while optimizing internal resources.

IMPACT

Reduced account manager task time by 3x
Achieved 4.3/5 star user rating
Improved accountant workflow efficiency
Decreased operational costs
Enhanced client autonomy
Reduced support requests
Streamlined purchase management process

PROBLEM SPACE

Stock purchase management had become a complex, multi-team operation requiring constant Sales team intervention. Clients lacked direct control over their purchases, leading to workflow delays and increased operational costs. The system's inefficiencies were impacting both client satisfaction and internal resources, creating an unsustainable support model that needed transformation.

OUTPUTS

Self-service purchase management tool
User workflow documentation
Implementation guides
Performance analytics framework
Feature documentation

My Role

As Lead UX Researcher:

Directed discovery research and user interviews
Led feature conceptualization and usability studies
Facilitated cross-functional workshops
Supported feature development process
Oversaw implementation and feedback collection

METHODOLOGY

DISCOVERY

User interviews (12+)
Purchase flow analysis
Stakeholder interviews
Analytics review

ANALYSIS

User journey mapping
Pain point identification
Requirements synthesis
Opportunity mapping

DESIGN

Feature prototyping
Usability testing
Iterative refinement
Stakeholder validation

IMPLEMENT

Feature rollout
User training
Performance monitoring
Feedback collection

IMPACT & LEARNINGS

Business Impact

Reduced account manager task time by 3x, freeing resources for strategic tasks
Achieved 4.3/5 star user rating, validating our user-centred approach
Decreased operational costs through automated workflows
Enhanced client autonomy leading to higher satisfaction
Streamlined purchase management across departments

User Impact

Empowered accountants with specialized tools
Reduced client wait times for purchase management
Improved workflow efficiency for repeat purchases
Enhanced visibility into purchase history
Better self-service capabilities

Organizational Learning

Sometimes the most valuable insights come from unexpected places - this feature originated from a different research project
Cross-functional collaboration was key to successful implementation
Small improvements in workflow can lead to significant operational gains
Understanding both business and user needs is crucial for feature adoption

Personal Learnings

The importance of looking beyond the obvious problem space
How to balance user needs with business capabilities
Techniques for gaining stakeholder buy-in through data
Methods for measuring and communicating feature success
Value of continuous user feedback during implementation

< Previous

Next >