LI GARDNERResearch • Design • AI experience
GSCF (by BlackRock) · Supply chain finance / Service transformation

Supply-chain finance service design.

After a merger, one company brought the operational expertise and the other the digital platform. I connected them: modelling the operation, identifying the bottlenecks and leading the work to a development-ready MVP.

Cargo ship at a coastal container port behind an illustrative phone screen showing Raise dispute, Review and respond, and Resolve stages
Illustrative dispute journey inspired by the project design
2 → 1Merged companies into one digital service
60Global operations staff surveyed
8 weeksTo a development-ready MVP
My role
Strategic Service Design Lead
Type
Consulting + Delivery
Duration
8 weeks (2023–2024)
Focus
Supply-chain finance · Process modelling · Service transformation · MVP
Design
Service blueprinting · North Star concept · Atomic UI design
Research
Stakeholder interviews · System demonstrations · Moderated user testing

What I did, in four moves

  1. 01 ChallengeSituation

    Two merged companies had the capabilities, but not yet a shared service.

    The teams had never worked together, and the brief covered three modules under a hard platform timeline. I reframed it around a more fundamental question.

    How could the new platform improve a critical service and show the first value of the merger?

  2. 02 UnderstandTask

    Model the operation and find where the service was breaking down.

    I led the modelling of the end-to-end process across buyers, suppliers and operations.

    Dependencies and service pain made visible.

  3. 03 AlignAction

    Introduce customer-centric shared ways of working.

    I used co-design workshops, shared service maps and evidence to bring operations, product, SMEs and engineering around the same customer outcomes.

    A customer-centred way of working across the newly combined organisation.

  4. 04 DeliverResult

    Turn service insight into a tangible MVP ready for development.

    • Validated workflow
    • Development-ready design
    • Clear Now / Next / Later roadmap for scale

    3 modules → 1 priority MVP, development-ready in 8 weeks.

From complex operation to digital service

The service I modelled and redesigned

  1. 01Buyer / supplier event
  2. 02Current operationManual, fragmented
  3. 03Process modellingDependencies
  4. 04Bottleneck analysisPain points
  5. 05North Star serviceCustomer-centred
  6. 06MVP definitionDevelopment-ready
  7. 07Wider rolloutNow / Next / Later
Customer
BuyerSupplier
Service
  1. Raise disputeClear entry points
  2. Share evidenceGuided information
  3. CollaborateShared visibility
  4. ResolveFaster, clearer outcomes
Platform
Platform (shared digital infrastructure)
Users
Global OperationsProductSMEsEngineering
My contribution

What I owned

  • Connected the merged organisations around one service problem
  • Modelled the supply-chain finance process and bottlenecks
  • Identified the critical service opportunity
  • Introduced customer-centric shared ways of working
  • Designed the future-state digital service
  • Led from research to development-ready MVP
Methods, frameworks & toolkit

How I worked

  • Stakeholder interviews
  • Process modelling
  • Current / future-state mapping
  • Service blueprinting
  • Co-design workshop
  • Outcome & measure framing
  • North Star concept
  • Moderated user testing
  • MVP scoping
  • Atomic UI design
  • Now / Next / Later roadmap creation