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
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Manual Data Entry & Errors: Field agents recorded procurement data on paper, leading to human errors.
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Approval Delays: Buyers had to manually approve transactions, causing processing bottlenecks.
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Inefficient Tracking & Reporting: Lack of real-time visibility into procurement led to inefficiencies.
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Connectivity Issues: Remote field operations meant frequent low-network scenarios.
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Complex Shipment Documentation: Processing invoices, TLPVs, and shipment records manually was time-consuming.
Goals
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Eliminate paperwork and reduce manual errors
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Accelerate approval and dispatch cycles
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Support offline-first usage for rural conditions
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Improve transparency by creating a centralized system.
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Scale system to handle a 3X increase in procurement volume
Vision
Replace manual workflows with a digital system that is efficient, intuitive, and field-ready.
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.
Scaling Up Procurement – The Digital Transformation
Chapter 1 : A System Stuck in the Past
The Traditional Procurement Process
The Buyer’s Workflow
Chapter 2 : The Daily Grind
The Repetitive Paperwork Struggle
Delayed Approvals
Chapter 3 : A Storm on the Horizon
The Big Announcement
Rajesh’s Panic
The Buyer’s Realization
Chapter 4 : From Chaos to Crisis
A Major Procurement Failure
The Search for a Solution Begins
Decision to Build a Digital Solution
Chapter 5: The Digital Shift
The Repetitive Paperwork Struggle
Instant Approvals in Action
Chapter 6: A New Era of Efficiency
Procurement at Scale
A Happier, More Efficient Workflow
ITC Leadership Celebrating the Transformation
The End is the New Beginning
Wireframes
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.
The Procurement Revolution Story (1-9)
1.A System Stuck in the Past
In a world that demands speed, yesterday's methods are today's crisis
2.The Weight of Tradition
Are outdated processes holding you back?
3.Drowning in Paper
Trapped by Paperwork
4.The Breaking Point Call
Errors. Delays.
5.The Impossible Challenge
FAILURE
6.The Solution is Born
Digitize. Modernize. Revolutionize.
7.The Digital Dawn
From Crisis to Control
8.Lightning Speed Approvals
Real-Time Data. Instant Approvals. Total Control.
ITC IIVL
The Future of Procurement.
Triumph and a New Beginning
Storyboarding
This storyboarding section takes you on a dramatic journey through the procurement transformation, told through the eyes of two key characters:
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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.
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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.
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.
Context Mapping
Before designing the solution, we analyzed the procurement landscape to understand the operational environment, pain points, and scaling challenges.
Operational Realities
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Procurement occurs in remote rural locations with limited network connectivity.
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Agents and buyers rely on manual paperwork and Excel sheets, causing delays and errors.
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SAP is used for inventory and payment processing, but there's no direct real-time integration with field operations.
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The procurement process involves multiple layers—indent creation, UBC scanning, approvals, and shipment processing—all handled manually.
Identified Challenges
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Manual Data Entry: Prone to errors, difficult to maintain during high-volume operations.
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Approval Bottlenecks: Delays due to paperwork, repeated corrections, and no real-time status updates.
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Disconnected Systems: Field operations are offline from SAP; data syncing is delayed and error-prone.
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Scalability Limitations: The existing setup could not scale from 850MT to 2500MT efficiently.
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Connectivity Gaps: Lack of consistent network meant field agents couldn’t upload data in real-time.
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 #1 : Let’s make the app ultra-modern/Trendy with glass effects, 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 Stories
Field Agent (Rajesh)
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As a field agent, I want to create purchase entries offline, so I can work even when there’s no internet.
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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.
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As a field agent, I want to track which entries have been approved or flagged, so I can quickly fix any issues.
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As a field agent, I want the app to be simple and fast, so I can focus more on negotiation and less on typing.
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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)
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As a buyer, I want to receive TLPVs digitally, so I can approve them without paperwork.
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As a buyer, I want to edit or correct minor errors before approval, so I don’t have to reject the entire form.
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As a buyer, I want to validate scanned UBC data automatically, so I can reduce the chances of fraud or mismatch.
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As a buyer, I want to approve purchases with one click, so I can manage large volumes efficiently
"If I had asked people what they wanted, they would have said faster horses"
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
Flow 2-Buyer (Kartik) : 📝 TLPV Review & Approval
Goal: Review and take action on submitted TLPVs.
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Flow 3-Field Agent (Rajesh) : 🚚 Outward Bound Delivery Processing
Goal: Record and upload dispatch details for all UBCs to SAP.
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Flow 4-Warehouse/Receiving Point : 📋 AGG Receipt & Reconciliation
Goal: Verify received bags against dispatch and record AGG receipt.
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Prototype
Flow 1
Field Agent - Rajesh
Prototype
Buyer Flow
Tobacco Buyer - Kartik
Prototype
Flow 2
Field Agent - Rajesh
Prototypes
Warehouse flow
Admin
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.