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The Tobacco Turnaround

ITC Indivison Ltd, a wholly owned subsidiary of ITC Limited and an SPV for nicotine and derivative manufacturing, embarked on a transformative project to digitize and automate tobacco leaf and stem procurement. The initiative aimed to enhance operational efficiency, eliminate manual paperwork, and provide a seamless, user-friendly experience for field agents, buyers, and administrative staff through a dedicated mobile application.

Challenges
  1. Manual Data Entry & Errors: Field agents recorded procurement data on paper, leading to human errors.
  2. Approval Delays: Buyers had to manually approve transactions, causing processing bottlenecks.
  3. Inefficient Tracking & Reporting: Lack of real-time visibility into procurement led to inefficiencies.
  4. Connectivity Issues: Remote field operations meant frequent low-network scenarios.
  5. Complex Shipment Documentation: Processing invoices, TLPVs, and shipment records manually was time-consuming.
Vision
Replace manual workflows with a digital system that is efficient, intuitive, and field-ready.
Goals
  1. Eliminate paperwork and reduce manual errors
  2. Accelerate approval and dispatch cycles
  3. Support offline-first usage for rural conditions
  4. Improve transparency by creating a centralized system.
  5. Scale system to handle a 3X increase in procurement volume
About
Summary

The mobile app successfully digitized and streamlined ITC Indivision’s tobacco procurement process, enhancing operational efficiency, reducing errors, and improving user experience. This case study showcases the power of user-centric design and digital transformation in traditional industries.

Storyboarding
Storyboarding

This storyboarding section takes you on a dramatic journey through the procurement transformation, told through the eyes of two key characters:

  • Rajesh (The Field Agent): A hardworking man on the ground, battling heat, network failures, and manual paperwork, trying to keep up with increasing demands but constantly facing setbacks.

  • Kartik (The Buyer): An overwhelmed professional drowning in stacks of purchase records, struggling to approve shipments on time while dealing with endless errors and missing data.​​

As procurement demand triples, Kartik and Rajesh find themselves on the edge of complete breakdown—until a digital revolution turns things around.

This story follows their struggles, the breaking point, and the ultimate procurement transformation at ITC. Let’s dive in.

Prologue

A System Stuck in the Past: The Struggles of Manual Procurement

For years, tobacco procurement has relied on manual paperwork...

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Field Agent Rajesh

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Buyer Kartik

Chapter 1

The Daily Grind: Paperwork, Delays, and Endless Errors
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Errors are frequent. Data gets lost, smudged, or miswritten...

Field Agent Rajesh

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The buyer sighs as he gets a call from the field.

Buyer Kartik

Chapter 2

A Storm on the Horizon: Can We Handle 2500MT?
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ITC leadership presents the 2023 procurement target.

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Rajesh clutches his notebook, overwhelmed.

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Kartik stares at the towering stack of TLPVs.

Chapter 3

From Chaos to Crisis: When Procurement Hit Its Breaking Point
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ITC reports errors, lost inventory, delayed approvals.

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A brainstorming session with designers to fix the crisis.

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ITC leadership approves the new procurement system.

Chapter 4

The Digital Shift: A Game-Changer in Procurement
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Rajesh scans a QR code on tobacco bags.

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Kartik approves Rajesh’s entry in seconds.

Final Chapter

A New Era of Efficiency: Scaling Procurement Without Limits
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ITC monitors the live procurement Status.

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Rajesh completes work digitally, no stress.

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Executives review the success of digital adoption.

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The End is the New Beginning

Prototype

Prototype 

From Insights to Interface

Crafting a workflow-focused design that works in the field, not just on paper...

Field Agent - Rajesh - Flow 1

Buyer - Kartik - Flow

Field Agent - Rajesh - Flow 2

Warehouse-Flow

Research

Research study

Research Starts with Listening

Before diving into user flows or wireframes, it was essential to understand the problem from the inside out. The research process began with a detailed presentation from the ITC Indivision management team, where they outlined the current process and their vision for digitization. This session provided valuable context around existing workflows, bottlenecks, and expectations from the future system.

Armed with this clarity, I began my research by thoroughly analyzing internal documents, process flows, business requirement docs, and workshop presentations. This helped uncover the operational constraints, user pain points, and scale of transformation required—laying a strong foundation for user-centered design.

If I had asked people what they wanted, they would have said faster horses
Context Mapping

Before designing the solution, we analyzed the procurement landscape to understand the operational environment, pain points, and scaling challenges.

Operational Realities

  • Procurement occurs in remote rural locations with limited network connectivity.

  • Agents and buyers rely on manual paperwork and Excel sheets, causing delays and errors.

  • SAP is used for inventory and payment processing, but there's no direct real-time integration with field operations.

  • The procurement process involves multiple layers—indent creation, UBC scanning, approvals, and shipment processing—all handled manually.

Identified Challenges

  • Manual Data Entry: Prone to errors, difficult to maintain during high-volume operations.

  • Approval Bottlenecks: Delays due to paperwork, repeated corrections, and no real-time status updates.

  • Disconnected Systems: Field operations are offline from SAP; data syncing is delayed and error-prone.

  • Scalability Limitations: The existing setup could not scale from 850MT to 2500MT efficiently.

  • Connectivity Gaps: Lack of consistent network meant field agents couldn’t upload data in real-time.

User Stories

The following user stories were crafted for both Field Agent and Buyer, to reflect their real needs, frustrations, and goals in the context of the procurement system and to guide the design process:​​:

Field Agent (Rajesh)

  • As a field agent, I want to create purchase entries offline, so I can work even when there’s no internet.

  • As a field agent, I want to scan UBCs quickly using my mobile device, so I don’t have to manually write down each bag code. & if there is any technical error, I would be able to manually write the code.

  • As a field agent, I want to track which entries have been approved or flagged, so I can quickly fix any issues.

  • As a field agent, I want the app to be simple and fast, so I can focus more on negotiation and less on typing.

  • As a field agent, I want to auto-sync my data when I reach a network-enabled location, so everything gets updated centrally without rework.

Buyer (Kartik)

  • As a buyer, I want to receive TLPVs digitally, so I can approve them without paperwork.

  • As a buyer, I want to edit or correct minor errors before approval, so I don’t have to reject the entire form.

  • As a buyer, I want to validate scanned UBC data automatically, so I can reduce the chances of fraud or mismatch.

  • As a buyer, I want to approve purchases with one click, so I can manage large volumes efficiently

Worst Possible Idea

To spark creativity and uncover hidden assumptions, we used the "Worst Possible Idea" technique—intentionally proposing bad solutions to provoke fresh thinking.

Worst Idea #1:

Let’s make the app difficult to use outside in fields.

What it inspired:
→Implementation of a high-contrast, WCAG compliant visual design, ensuring optimal readability in outdoor conditions.

Worst Idea #2:

Let’s make the app ultra-modern with glassmorphism, neumorphism, color overload, detailed illustrations, and animated icons everywhere!

What it inspired:

→ A clean, minimal, clutter-free UI with large buttons, simple layouts, and clear focus on functionality—built for speed, usability, and visibility in tough field conditions.

User Flows

These flows cover all key interactions, accounting for offline/online status, data entry, review, approval, and error handling.

Flow 1-Field Agent (Rajesh)
🧾 Purchase & TLPV Generation

🎯 Goal: Capture procurement data on-site and submit it for buyer approval

​1.  Login & Authentication

2. Create Indent

  • Select Plant

  • Add Farmer Name & Code

  • Choose Region

  • Enter Number of Lots

  • Set Buying Date

3. Scan UBC (Universal Bag Code)

  • Add one UBC at a time by scanning QR

4. Submit UBC List

  • Review all added UBCs

  • Tap Submit

5. Add Buying Receipt (for each UBC)

  • Enter details : Buying Grade, Purchase Price, Number of Bags, & Total Quantity (kg)

​6. Submit TLPV for Buyer Approval

7. After Approval

  • Print TLPV

  • Farmer signs the printed document

  • Upload the signed copy to the systemTap Submit

Flow 2-Buyer (Kartik)
📝 TLPV Review & Approval

Goal: Review and take action on submitted TLPVs.

1. Login & Authentication

2. View New TLPV Submissions

  • Dashboard displays all pending TLPVs by field agent, date, and plant

3. Review TLPV

  • Click on a record to open detail view

  • Review UBCs, quantity, price, farmer details

  • Validate against expected standards

4. Take Action

✅ Approve: Finalize and notify field agent

✏️ Edit: Minor corrections allowed before approval​

Flow 3-Field Agent (Rajesh)
🚚 Outward Bound Delivery Processing

Goal: Record and upload dispatch details for all UBCs to SAP.

1. Select OBD

  • Filter by Plant and Location

  • Choose the right OBD from the list

2. Enter Truck Number used for the dispatch​​

3. Start Scanning UBCs

  • Scan all UBCs being loaded onto the truck

  • App confirms each valid scan

4. Finalize & Proceed

5. Upload to SAP

  • Sync dispatch data directly to SAP for reconciliation

Flow 4-Warehouse/Receiving Point
📋 AGG Receipt & Reconciliation

Goal: Verify received bags against dispatch and record AGG receipt.

1. Enter Plant and Truck Number

2. Select the OBD entry tied to that truck

  • Filter by Plant and Location

  • Choose the right OBD from the list

3. Scan UBCs for Reconciliation

  • Start scanning all bags

  • App matches against what was dispatched

  • View summary: 

    • ✅ Received

    • ❌ Missing

    • ⚠️ Surplus

4. Handle Scan Failures

  • Manually enter UBC number if scanning fails

  • System confirms and logs it​​​

4. Save AGG Receipt

  • Once all UBCs are reconciled

  • Tap Save Receipt

  • Receipt is stored and available for reporting

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Wireframes
Conclusion

Key Results​

  • Operational Scaling: Ability to handle 3x procurement volume in 2023.

  • Accuracy: 90% reduction in manual errors.

  • User Satisfaction: Positive feedback on app usability & offline support.

  • Efficiency: Procurement time reduced from 4 days to 1 day.

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Summary

The mobile app successfully digitized and streamlined ITC Indivision’s tobacco procurement process, enhancing operational efficiency, reducing errors, and improving user experience. This case study showcases the power of user-centric design and digital transformation in traditional industries.

© 2025 By Aditya Vyas

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