COUPA
Pillar 2: the persona-based approach
Coupa Smart Intake and Orchestration adapts the procurement interface according to the role of the user. This design recognises that procurement systems serve individuals with different responsibilities.
Take for example Rebecca, who represents the occasional user who requires a clear route for submitting requests. Instead of navigating multiple forms, she enters a description of her requirement using natural language.
Tricia says:“ Through natural language prompts with Navi the data required for Rebecca’ s request is automatically suggested.”
The system therefore converts a conversational request into a structured procurement request that is automatically routed through the appropriate purchasing workflow.
Preston represents the procurement or legal professional responsible for reviewing requests. His work focuses on exceptions and approvals rather than routine data entry. Smart Intake provides a view of each request as it moves through the procurement landscape.
Adrienne represents the administrator responsible for configuring procurement workflows. She adjusts approval paths and compliance rules through an interface that does not require software development.
This allows procurement teams to adapt processes as organisational requirements change. The persona model ensures that the system reflects the responsibilities of each participant in the procurement process.