I redesigned a legacy MDF approval system into a user-friendly, digital-first experience, simplifying submissions, reviews, approvals and increasing customer satisfaction.

Problem and Opportunity

The legacy system relied on email, scattered files, and unclear processes.

There were reports of missed approvals and frustration across the marketing team and suppliers.

A centralized platform was needed to manage programs, track requests, and provide clear, timely guidance.

Role

I was the sole product designer partnering with two engineers and a content strategist. I owned end-to-end design from discovery through developer handoff and QA support.

Research and Insights

I interviewed stakeholders to understand the current process, their tasks, what worked, and what didn’t. I partnered with the engineers to understand their legacy systems and the impact of updating them.

The legacy MDF system encountered challenges in the following areas:

Critical Information Management
Submissions and communication were restricted to email, resulting in inadequate management of critical information.

Document and File Sharing
The system had significant challenges in efficiently sharing, tracking, and managing documents and files.

Multiple Approval Levels
Obtaining multiple levels of approval for requests was a difficult and time-consuming process.

Managing Unique Programs, Offers, and Requirements
The system demonstrated a lack of effectiveness in managing the unique programs, offers, and requirements of each supplier.

We discovered that customers frequently submitted requests after activities had been completed, leading to denied requests and frustration due to a lack of clear guidance and information.

Defining the Solution

The project’s journey was divided into three distinct phases: Request for Funds, Proof of Performance, and Analysis/Portal Setup. Each phase included unique workflows that I documented in detail and shared with stakeholders for their input and approval.

Phase 1 - Request For Funds Journey

Phase 2 - Proof of Performance Journey

Phase 3 - Analytics and Portal Setup Journey