Enhancing Finance Operations at AVON Through Employee-Centered Design
Led employee-centered discovery that uncovered hidden causes of sales inefficiency and attrition, enabled buy-in through rapid prototyping, and built a business case forecasting $13M in impact and $3M in bad debt reduction.
End-to-end multi-user journey map with process touch-points and experience “cards”
🧭 Challenge
AVON’s Order-to-Cash (OTC) process in Mexico was causing high sales rep attrition, operational inefficiencies, and growing bad debt. Fragmented systems and overlooked employee needs were limiting performance. The challenge was to reframe OTC not just as a finance process—but as an employee experience problem.
🎯 What I Did
Field Research
Led a team to conduct user interviews with 67 participants across various regions in Mexico, uncovering root causes of sales “leaks”, disengagement, and low digital adoption.
Journey & Process Mapping
Worked with lean six sigma consultants to visualise the OTC user experience and identify where employee pain points impacted workflow and process failures
Design Thinking Workshops
Led remote collaborative sessions to map current pain points and co-create a future vision across business, ops, and digital leads.
Rapid Prototyping
Worked with a product designer to develop a working concept—AVON Academy—in under 48 hours to illustrate a vision for digital onboarding, training, and engagement.
User personas based on field research in Mexico
Rapid concept prototype
✨ How It Helped
Shifted the Mindset from transactional process fixes to experience-led transformation
Uncovered Hidden Needs that drove attrition and inefficiency
Built a Business Case forecasting $13M in impact and $3M bad debt reduction
Enabled Buy-In through rapid prototyping and clear storytelling
This work demonstrated how putting employees at the center of financial transformation can drive meaningful cultural and commercial results.