Business case, procurement transformation, service design, digital experience & organisational change

BaptistCare’s existing print procurement and warehousing model presented an opportunity for significant commercial and operational improvement. I investigated the existing model and developed a business case identifying approximately $98,000 in potential savings within the first three months, which became the catalyst for a broader transformation of how print and marketing materials were ordered, produced and managed across the organisation.

What began as a procurement opportunity ultimately became an enterprise-wide change initiative spanning supplier selection, warehousing, digital experience, financial workflows, training, implementation and organisational adoption.

From business case to organisational change

I championed the subsequent print and warehousing tender, participating in supplier evaluation and interviews, supporting the final selection process and helping coordinate the transition of stock, warehousing and services to the successful provider.

The change also created an opportunity to rethink how employees accessed and ordered materials. Rather than simply replacing the existing supplier, we developed a new organisation-wide procurement portal that would give teams direct access to approved marketing and stationery materials while improving consistency, visibility and financial control.

Designing Empower

I developed the Empower identity and designed the structure, navigation and user experience of the portal around the way different parts of BaptistCare needed to find, customise and order materials.

Content was organised across service and organisational categories, with search, account management and order tracking built into the experience. Users could select approved templates, personalise items such as stationery, preview artwork and order directly through the system.

The ordering workflow also incorporated pricing, proof approval and organisational approval processes, with orders allocated to cost centres before production.

Selected frequently used materials were transitioned to print-on-demand, reducing the need to hold unnecessary stock while allowing current, approved materials to remain readily accessible across the organisation.

Making the change stick

Introducing the portal meant changing an established way of working across a large and geographically dispersed organisation.

I developed the transition plan, wrote the user documentation and training materials, coordinated training and supported employees through the rollout. I also managed the Empower support inbox during implementation, resolving questions, complaints and system issues and working through improvements as real users began interacting with the new process.

The user journey extended beyond simply placing an order. Empower incorporated approval workflows and cost-centre allocation, providing greater organisational oversight while still allowing employees to order the materials they needed directly.

An enduring system

Empower successfully transitioned BaptistCare to a new organisation-wide print procurement model, combining commercial efficiency with improved brand control, accessibility and visibility over expenditure.

The system continued to evolve with the organisation, including accommodating different service areas and organisational changes, while the support model allowed new requirements and materials to be incorporated over time. The documentation itself shows that users could request additional items and templates through the central Empower support channel.

The procurement portal has since been updated to reflect BaptistCare’s subsequent rebrand, while the underlying model introduced through the project continues to support the organisation.