Redesigning enterprise contract management workflow

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Role

Experience Designer

Client

Global Financial Organisation

Services

UX Strategy, Enterprise Workflow Design, Product Design

Role

Experience Designer

Client

Global Financial Organisation

Services

UX Strategy, Enterprise Workflow Design, Product Design

Role

Experience Designer

Client

Global Financial Organisation

Services

UX Strategy, UX Research, Onsite Workshop Facilitation, ServiceNow

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Contract workflows at this large financial organisation had become messy and hard to track. We evaluated how teams worked and redesigned the core experience to make contract management simpler and more centralised.

Contract workflows at this large financial organisation had become messy and hard to track. We evaluated how teams worked and redesigned the core experience to make contract management simpler and more centralised.

Contract workflows at this large financial organisation had become messy and hard to track. We evaluated how teams worked and redesigned the core experience to make contract management simpler and more centralised.

Context

The client recently purchased a software management platform that brought all contract-related workflows into one place. The platform supported the operational side well, but the experience itself felt dated and difficult to navigate.

We redesigned the dense, dated interface into a more guided and user-friendly experience

We needed to review the existing experience and introduce strategic UX improvements that would make the platform feel more modern and easier to use day to day.

The Goal

Making contract workflows easier to manage.

The main goal of the project was to simplify the contract management experience so employees could create, update, and approve contracts more easily without having to learn and understand the overly complex interface of the existing system.

Create a more modern experience

Move away from dense interfaces toward a cleaner and more intuitive and guided experience

Create a more modern experience

Move away from dense interfaces toward a cleaner and more intuitive and guided experience

Create a more modern experience

Move away from dense interfaces toward a cleaner and more intuitive and guided experience

Guide users through the process

Introduce more structured and guided interactions that help users complete workflows step by step.

Guide users through the process

Introduce more structured and guided interactions that help users complete workflows step by step.

Guide users through the process

Introduce more structured and guided interactions that help users complete workflows step by step.

Improve workflow visibility

Make it easier for users to track contract lifecycles and statuses from one place

Improve workflow visibility

Make it easier for users to track contract lifecycles and statuses from one place

Improve workflow visibility

Make it easier for users to track contract lifecycles and statuses from one place

Workflow Mapping

Understanding the contract workflow

We identified which workflows should be prioritised as part of the first product iteration, focusing on the core contract journeys while still designing a system that could scale over time.

The first iteration focused on supporting the core contract lifecycle

The Solution

Designing a scalable workflow experience.

We designed reusable workflow and form patterns that could scale across future use cases while still adapting to the needs of different contract journeys.

Must-have workflows

•

Create new contract

•

Edit existing contract

•

Contract renewal

•

Abstraction workflow

•

Contract approval process

•

Contract tracking and status management

Features list

•

Dashboard visibility for contract info and pending actions

•

Scalable workflow patterns that support future contract types

•

Guided process that simplified the workflows

Experience principles

•

Reusable workflow templates

•

Consistent experiences across workflows

•

Modern enterprise interactions

•

Simplify contract management

The Solution

Designing a scalable workflow experience.

We designed reusable workflow and form patterns that could scale across future use cases while still adapting to the needs of different contract journeys.

Must-have workflows

•

Create new contract

•

Edit existing contract

•

Contract renewal

•

Abstraction workflow

•

Contract approval process

•

Contract tracking and status management

Features list

•

Dashboard visibility for contract info and pending actions

•

Scalable workflow patterns that support future contract types

•

Guided process that simplified the workflows

Experience principles

•

Reusable workflow templates

•

Consistent experiences across workflows

•

Modern enterprise interactions

•

Simplify contract management

The Solution

Designing a scalable workflow experience.

We designed reusable workflow and form patterns that could scale across future use cases while still adapting to the needs of different contract journeys.

Must-have workflows

•

Create new contract

•

Edit existing contract

•

Contract renewal

•

Abstraction workflow

•

Contract approval process

•

Contract tracking and status management

Features list

•

Dashboard visibility for contract info and pending actions

•

Scalable workflow patterns that support future contract types

•

Guided process that simplified the workflows

Experience principles

•

Reusable workflow templates

•

Consistent experiences across workflows

•

Modern enterprise interactions

•

Simplify contract management

Dashboard experience

We introduced a clearer dashboard experience with better visibility into active contracts, pending actions, and financial activity.

List view of contracts

This list view gave users visibility into all their active contracts. I wanted to make it easy to scan and manage from one place.

Guided contract creation

This workflow used a wizard-like approach. I used progressive disclosure to show users only the options relevant to their chosen workflow, creating a more modern and easier-to-manage experience.

Structured contract forms

This form experience broke long workflows into manageable sections. I introduced clearer hierarchy, contextual guidance, and reusable form patterns to simplify the workflow.

Contract submission journey

The primary contract template guided users from form completion through review and submission. I structured the experience to make validation and final checks easier before approval.

Editing existing contracts

Users were able to return to existing contracts and update information throughout the contract lifecycle without having to create a new one.

This form experience broke long workflows into manageable sections. I introduced clearer hierarchy, contextual guidance, and reusable form patterns to simplify the workflow.

Contract overview

This page brought together all contract information into a single structured view. It's organised in a way that allows users to review details, related records, financials, etc., without jumping between multiple screens.

This form experience broke long workflows into manageable sections. I introduced clearer hierarchy, contextual guidance, and reusable form patterns to simplify the workflow.

The Happy Path

The core contract user flow

The core contract journey followed a step-by-step workflow that simplified how users moved through contract creation, review, submission and completion.

The happy path workflow shows the core contract lifecycle.