Vendorbridge
Fixing a broken contract platform and protecting a multimillion dollar renewal.
Fixing a broken contract platform and protecting a multimillion-dollar renewal contract.
VendorBridge was built to manage service contracts and invoicing but after a year of dev led design it was confusing, incomplete, and losing trust. A large client was ready to walk away along with a multimillion dollar contract.
VendorBridge was built to manage service contracts and invoicing but after a year of dev led design it was confusing, incomplete, and losing trust. A large client was ready to walk away along with a multimillion dollar contract.
I stepped in to lead a course correction. Partnering with business stakeholders, developers, and end users, I rebuilt workflows, simplified invoicing, and set up a clear design system driven by voice of customer feedback.
I stepped in to lead a course correction. Partnering with business stakeholders, developers, and end users, I rebuilt workflows, simplified invoicing, and set up a clear design system driven by voice of customer feedback.
Timeline
June 2025 – Ongoing
Role
Lead UX/UI Designer
Goals
Restore trust and usability in a broken enterprise tool
Secure renewal of the at-risk hospital contract
The Problem
A failed Invoicing Tool Threatened a Key Healthcare Client Relationship
A failed Invoicing Tool Threatened a Key Healthcare Client Relationship
By the time I joined, VendorBridge had become a cautionary tale. Users found the architecture confusing, the dashboard unusable, and the overall experience dated, despite the client paying millions for its development.
By the time I joined, VendorBridge had become a cautionary tale. Users found the architecture confusing, the dashboard unusable, and the overall experience dated, despite the client paying millions for its development.
The failed launch had already pushed the release back and strained trust across the client. The client no longer believed in the product, and the team no longer believed in design. Moving forward meant rebuilding both.
The failed launch had already pushed the release back and strained trust across the client. The client no longer believed in the product, and the team no longer believed in design. Moving forward meant rebuilding both.
Stepping In
Evaluation, Understanding and Planning
Evaluation, Understanding and Planning
When I joined the project, the first priority was to stabilize what already existed. We set a plan to achieve feature parity by fixing the broken and incomplete features, creating a solid base to expand from.
When I joined the project, the first priority was to stabilize what already existed. We set a plan to achieve feature parity by fixing the broken and incomplete features, creating a solid base to expand from.
Fortunately, a full day of in person feedback from Mayo Clinic had already been gathered just before I joined. A condition from the client was bringing on a new designer.
Fortunately, a full day of in person feedback from Mayo Clinic had already been gathered just before I joined. A condition from the client was bringing on a new designer.
A few of the biggest problems stood out right away:
A few of the biggest problems stood out right away:
Rebuilding
Our New Design Approach
Our New Design Approach
We restructured the platform around clearly defined roles, giving procurement, reviewers, and suppliers dedicated experiences that reduce friction and support key workflows.
We restructured the platform around clearly defined roles, giving procurement, reviewers, and suppliers dedicated experiences that reduce friction and support key workflows.
Reviewer
Approves, disputes or rejects invoices.
Reviewer
Approves, disputes or rejects invoices.
Reviewer
Approves, disputes or rejects invoices.
Procurement
Creates contracts and imports invoices.
Procurement
Creates contracts and imports invoices.
Procurement
Creates contracts and imports invoices.
Supplier
Creates an invoice and attaches it to a contract.
Supplier
Creates an invoice and attaches it to a contract.
Supplier
Creates an invoice and attaches it to a contract.
I partnered with product stakeholders to map each role’s responsibilities and pain points. This helped us scale the design, prioritize features, and rebuild trust after a misaligned launch.
I partnered with product stakeholders to map each role’s responsibilities and pain points. This helped us scale the design, prioritize features, and rebuild trust after a misaligned launch.
We also introduced weekly design reviews with the product team, stakeholders and the lead developer which helped restore trust and to keep everyone aligned as we moved forward.
We also introduced weekly design reviews with the product team, stakeholders and the lead developer which helped restore trust and to keep everyone aligned as we moved forward.
Modernizing the User Interface
The user interface was a major pain point to the client, so I led a full redesign with a modern, minimalist visual system tailored for enterprise use.
The user interface was a major pain point to the client, so I led a full redesign with a modern, minimalist visual system tailored for enterprise use.
I also created custom illustrations by crafting and refining AI prompts in ChatGPT, helping establish a consistent and approachable visual language. I vectorized the AI outputs so I could edit and build a consistent, reusable set.
I also created custom illustrations by crafting and refining AI prompts in ChatGPT, helping establish a consistent and approachable visual language. I vectorized the AI outputs so I could edit and build a consistent, reusable set.
Adds Personality
These playful characters added warmth and personality, turning a rigid enterprise tool into something that felt more joyful and human.
These playful characters added warmth and personality, turning a rigid enterprise tool into something that felt more joyful and human.
Challenge
New Dev Team
Two weeks into the project, my company reassigned the entire development team, leaving only me and the PM; development shifted to a contracting firm, and I had to quickly adapt to working with an entirely new team.
Two weeks into the project, my company reassigned the entire development team, leaving only me and the PM; development shifted to a contracting firm, and I had to quickly adapt to working with an entirely new team.
Starting With Clear Guidance
In the previous iteration, users didn’t know what was expected or how to move forward, so our first step was addressing that confusion with targeted improvements.
In the previous iteration, users didn’t know what was expected or how to move forward, so our first step was addressing that confusion with targeted improvements.
Addition of Key Metrics
We introduced customized metrics for each role to aid decision making.
We introduced customized metrics for each role to aid decision making.
Invoices Past Due
Invoices Past Due
2
2
3
3
this week
this week
Resolved Disputes
Resolved Disputes
20
20
8
8
this month
this month
Invoices Open
Invoices Open
11
11
5
5
this week
this week
Invoices Disputed
Invoices Disputed
3
3
2
2
this week
this week
Insight Into Action
Insight Into Action
The redesigned screens created a flow from insight to action, guiding users toward what mattered most instead of leaving them to dig through data.
The redesigned screens created a flow from insight to action, guiding users toward what mattered most instead of leaving them to dig through data.
Creation of a Work Queue
We also added a work queue for roles with time sensitive tasks. Instead of guessing what to do next, users saw a clear list of actions in order, showing exactly what needed attention and when.
We also added a work queue for roles with time sensitive tasks. Instead of guessing what to do next, users saw a clear list of actions in order, showing exactly what needed attention and when.
View Invoice
Dismiss
Remind Me Later
#12394
3/14/25
$1,600.50
Cleveland, Ohio
Interpretation Services
7/16/25
Coreworks LLC
You responded to Coreworks regarding the July 16, 2025 price dispute and are now awaiting their reply.
Active Dispute
View Invoice
Dismiss
Remind Me Later
#12394
3/14/25
$1,600.50
Cleveland, Ohio
Interpretation Services
7/16/25
Coreworks LLC
You responded to Coreworks regarding the July 16, 2025 price dispute and are now awaiting their reply.
Active Dispute
Clear Guidance
Clear Guidance
The work queue gives users direct guidance on what to do and when, turning priorities into action.
The work queue gives users direct guidance on what to do and when, turning priorities into action.
Completing Feature Parity
The invoice detail screen was central to the application, but it struggled with clear UX best practices. It was the other main design that had to be completely reworked in order to reach feature parity.
The invoice detail screen was central to the application, but it struggled with clear UX best practices. It was the other main design that had to be completely reworked in order to reach feature parity.
A few of the biggest problems stood out right away:
A few of the biggest problems stood out right away:
Contracts
Contracts
Invoice Details
Invoice Details
Comments (if any):
Comments (if any):
Service Description
Service Description
Charge Code
Charge Code
Billing Rate
Billing Rate
Quantity
Quantity
Adjusted Amount
Adjusted Amount
Grand Total
Grand Total
Interpretive Services
Interpretive Services
Spanish Interpretation
Spanish Interpretation
$50/hour
$50/hour
3 hours
3 hours
Price Value Adjustment
Price Value Adjustment
3.5%
3.5%
$155.25
$155.25
Interpretive Services
Interpretive Services
American Sign Language
American Sign Language
$100/hour
$100/hour
1.5 hours
1.5 hours
3.5%
3.5%
$155.25
$155.25
Total Amount
Total Amount
$150.00
$150.00
$150.00
$150.00
$310.50
$310.50
$300.00
$300.00
Bank Transfer
Bank Transfer
Payment Method
Payment Method
Draft
Draft
Approval Status
Approval Status
Service Provider Details
Service Provider Details
John Smith (Certified Interpreter)
John Smith (Certified Interpreter)
Bill to
Bill to
65803 - Adena Pike Medical Center
100 Dawn Lane
Waverly, OH 45690
65803 - Adena Pike Medical Center
100 Dawn Lane
Waverly, OH 45690
Remit to
Remit to
Coreworks
13028 Collection Center Drive
Chicago, IL 60693
Coreworks
13028 Collection Center Drive
Chicago, IL 60693
Facility
Facility
Valley Care Hospital
Valley Care Hospital
Invoice Date
Invoice Date
10/09/2024
10/09/2024
Invoice Due Date
Invoice Due Date
11/10/2024
11/10/2024
Date of Service
Date of Service
09/01/2024 to 09/30/2024
09/01/2024 to 09/30/2024
Service Location Name
Service Location Name
Adena Pike Medical Center
Adena Pike Medical Center
879897y8
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879897y8
231313
132erff
w7eyr898
879897y8
787qa79
879897y8
231313
132erff
w7eyr898
INV-6014929
Inv# 000067261
Inv# 000061532
INV-6014929
Inv# 000067261
Inv# 000061532
Contact Us
Contact Us
Input Fields
Input Fields
Inputs are stuck in the active state and aren’t editable
Inputs are stuck in the active state and aren’t editable
Service Sync
Service Sync
Procurement, Polly
Procurement, Polly
Invoice# 6014929
Invoice# 6014929
Contracts
Contracts
Archive
Archive
Submit for authorization
Submit for authorization
Navigation
Navigation
Strange & confusing expand collapse panel functionality
Strange & confusing expand collapse panel functionality
Page Actions
Page Actions
Incorrect button labelling and key missing functionality
Incorrect button labelling and key missing functionality
Structure
Structure
Unclear application navigation and architecture
Unclear application navigation and architecture
What Users Told Us
What Users Told Us
Confusing UI
Confusing UI
The screen didn’t feel like an invoice and was just a confusing jumble of fields.
The screen didn’t feel like an invoice and was just a confusing jumble of fields.
No Clear Action
No Clear Action
Users couldn’t tell what to do next, with the interface offering no clear guidance.
Users couldn’t tell what to do next, with the interface offering no clear guidance.
Disputing
Disputing
Users had no way to dispute invoices, creating a major workflow gap.
Users had no way to dispute invoices, creating a major workflow gap.
Complete UI Overhaul
We redesigned the invoice detail screen to follow UX best practices and finally feel like a real invoice.
We redesigned the invoice detail screen to follow UX best practices and finally feel like a real invoice.
Dispute Functionality
Dispute Functionality
We also introduced a robust dispute invoice functionality, creating a structured way for the right roles to raise and resolve issues.
We also introduced a robust dispute invoice functionality, creating a structured way for the right roles to raise and resolve issues.
Feedback
Client Design Presentation
Presenting the Redesign to the Client
After reaching feature parity, we validated the redesign through VOC sessions and then presented the updated flows to Mayo leadership for feedback and alignment.
After reaching feature parity, we validated the redesign through VOC sessions and then presented the updated flows to Mayo leadership for feedback and alignment.
Mayo Clinic was very happy with the redesign progress so we continued redesigning the rest of the application, adding multiple new features while running VOC sessions every two weeks to ensure users were satisfied and the design stayed on track. The rest of the redesign isn’t shown here to keep in mind your time and the case study length, but I’d be glad to present and discuss it further during an interview.
Mayo Clinic was very happy with the redesign progress so we continued redesigning the rest of the application, adding multiple new features while running VOC sessions every two weeks to ensure users were satisfied and the design stayed on track. The rest of the redesign isn’t shown here to keep in mind your time and the case study length, but I’d be glad to present and discuss it further during an interview.
This included new create invoice and create contract flows, a role based dashboard, and several other improvements that brought clarity and structure to the overall experience. We also added Hotjar into Vendor Bridge for further improvements and analytics.
This included new create invoice and create contract flows, a role based dashboard, and several other improvements that brought clarity and structure to the overall experience. We also added Hotjar into Vendor Bridge for further improvements and analytics.
The Result? A Platform That Looks, Works, and Feels Completely Different.
The Result? A Platform That Looks, Works, and Feels Completely Different.
Blake - thank you for jumping in with such enthusiasm and making an immediate impact since joining the team. Your dedication to enhancing the UI and UX has not gone unnoticed. I truly appreciate your thoughtfulness and hard work you bring to improving our users’s experience, and I value your partnership every step of the way.
Blake - thank you for jumping in with such enthusiasm and making an immediate impact since joining the team. Your dedication to enhancing the UI and UX has not gone unnoticed. I truly appreciate your thoughtfulness and hard work you bring to improving our users’s experience, and I value your partnership every step of the way.
Waseem H.
Senior Director of Product Delivery
The product manager left great feedback on the redesign for Vendor Bridge.
The product manager left great feedback on the redesign for Vendor Bridge.
The product manager left great feedback on the redesign for Vendor Bridge.
From a Broken, Outdated Tool to One That Looks, Works, and Feels Completely Different.
From a Broken, Outdated Tool to One That Looks, Works, and Feels Completely Different.
Impact
What Changed and Why it Mattered
What Changed and Why it Mattered
VendorBridge went from a confusing, outdated liability to a tool users trust and Mayo Clinic depends on, thanks to a complete redesign and renewed relationships across teams.
VendorBridge went from a confusing, outdated liability to a tool users trust and Mayo Clinic depends on, thanks to a complete redesign and renewed relationships across teams.
Streamlined Core Workflows
Streamlined Core Workflows
The old tool made even simple tasks painful. It was missing features, unclear navigation, and a bare bones dashboard slowed everything down. I rebuilt flows and introduced a structured interface that made contract creation and invoicing intuitive, fast, and frustration-free.
The old tool made even simple tasks painful. It was missing features, unclear navigation, and a bare bones dashboard slowed everything down. I rebuilt flows and introduced a structured interface that made contract creation and invoicing intuitive, fast, and frustration free.
Rebuilt Stakeholder Confidence
Rebuilt Stakeholder Confidence
After months of broken trust, I re engaged stakeholders and bridged the gap between design, product, and development. By delivering polished, user-focused UI work quickly, I turned skeptics into collaborators and secured leadership support for the new design direction.
After months of broken trust, I re engaged stakeholders and bridged the gap between design, product, and development. By delivering polished, user-focused UI work quickly, I turned skeptics into collaborators and secured leadership support for the new design direction.
Repaired a Strained Client Partnership
Repaired a Strained Client Partnership
Mayo’s trust in the platform was fading fast after months of frustration. By delivering clear, high quality designs and collaborating closely with their team, I turned a tense relationship into a productive partnership giving both sides the confidence to move forward together.
Mayo’s trust in the platform was fading fast after months of frustration. By delivering clear, high quality designs and collaborating closely with their team, I turned a tense relationship into a productive partnership giving both sides the confidence to move forward together.
See More of My Work
I work best in the gray where scattered thinking and broken tools need clarity, structure, and real outcomes.
Copyright © Blake Schubert 2025 - Created with Figma, Lottie Lab & Kling.AI
I work best in the gray where scattered thinking and broken tools need clarity, structure, and real outcomes.
Copyright © Blake Schubert 2025 - Created with Figma, Lottie Lab & Kling.AI
I work best in the gray where scattered thinking and broken tools need clarity, structure, and real outcomes.
Copyright © Blake Schubert 2025 - Created with Figma, Lottie Lab & Kling.AI