SAP ICSM: Intelligent Clinical Supply Management
A collaborative platform built with SAP, Tenthpin, and global pharmaceutical companies to modernise clinical trial supply chains, improve forecasting accuracy, and give trial managers greater visibility, flexibility, and control.
Lead Product Designer
Solution Architects, Developers, Life Sciences SMEs, Design Thinking Coach, Customer Stakeholders (SAP, Tenthpin, Pharmaceutical Companies)
2019 - 2021
Enterprise Software, Life Sciences and Pharmaceutical Industry
CONTEXT
Challenge
Clinical trial supply chains are highly complex, with managers struggling to track inventory, forecast demand, and coordinate across regions. Many relied on outdated spreadsheets and manual processes, which created errors, slowed planning cycles, and made it difficult to respond to real-world changes. These inefficiencies carried high financial risk, as mistakes in supply planning could cost hundreds of thousands of dollars per dose.
The Task
Design a modern, intuitive platform that gave trial managers end-to-end visibility, flexible forecasting tools, and streamlined workflows. The goal was to simplify complex planning, support faster decisions, and enable global teams to collaborate more effectively.
The Recommendation
Introduce key features that would address the most pressing pain points:
A Scenario Comparison Tool to evaluate multiple planning options side by side
A Manual Demand Forecasting Module to adjust plans quickly based on live trial data
Integrated communication and task management to reduce reliance on emails and spreadsheets
If full rollout was not immediately feasible, begin with scenario comparison and manual forecasting as lightweight wins to deliver quick value, validate adoption, and lay the foundation for broader workflow optimisation.
This case study walks through how these recommendations were shaped, validated, and delivered in collaboration with global pharmaceutical partners.
DISCOVER
Researching the Trial Experience
Creating a Research Approach to Understand Trial Management Needs and Pain Points
I helped shape our team’s research strategy to uncover how trial managers, supply chain coordinators, and life sciences experts were navigating complex clinical operations. The goal was to identify bottlenecks in forecasting, understand emotional drivers of decision-making under pressure, and generate insights to guide a more transparent and reliable system.
This plan included:
Reviewing existing workflows and documentation across multiple pharmaceutical partners
Developing interview scripts to align conversations across regions and roles
Running remote workshops with stakeholders in six different countries during the pandemic
Conducting user interviews and prototype reviews with trial managers, operations staff, and regulatory experts
Key challenges and opportunities that surfaced during our research included:
Through remote synthesis workshops with pharmaceutical partners, we identified clear opportunities to improve forecasting accuracy, streamline collaboration, and give trial managers stronger visibility into trial supply chains.
"Tracking changes across spreadsheets is nearly impossible without making mistakes."
"I feel like I’m making critical decisions without enough reliable data."
"Having a single source of truth would save us time and reduce errors."
DEFINE
Who are we designing for?
We framed the problem through stakeholder mapping, user personas, and journey mapping to ensure alignment across SAP, Tenthpin, and pharmaceutical partners. Our goal was to capture the diverse needs of clinical trial stakeholders while focusing on the people directly responsible for supply planning and execution.
Problem Statments We Co-Developed
How might we give trial managers better visibility and control over supply planning?
How might we reduce errors caused by manual, spreadsheet-based processes?
How might we enable faster, more confident decision-making in high-stakes scenarios?
Persona
We created two key personas to guide design decisions:
The Trial Manager – accountable for ensuring the right drugs reach the right sites at the right time, needs accurate forecasting and scenario tools to reduce risk.
The Supply Planner – focused on logistics and inventory, needs real-time visibility and the ability to quickly adapt plans to changing conditions.
IDEATE
Exploring Concepts That Would Simplify Planning and Strengthen Decision-Making
Guided by our problem statements, we explored a range of assistive AI concepts, from Smart Defaults to error recovery banners and an embedded AI Assistant, to ensure solutions were practical, transparent, and user-centered.
My Contribution
💡 Facilitated remote ideation workshops with stakeholders across six countries to generate and refine ideas
🎯 Introduced prioritization exercises to weigh concepts against user value, regulatory requirements, and technical feasibility
📝 Created early sketches and flows in line with SAP Fiori to test how proposed solutions would fit within existing systems
The prioritization process ensured we moved forward with the most impactful and feasible features:
Scenario Comparison Tool to allow trial managers to evaluate multiple supply plans side by side and highlight key differences
Manual Demand Forecasting Module to provide agility when responding to changes such as enrollment shifts or regional needs
Workflow Integration to consolidate communication, documentation, and decision-making in one place
Data Transparency Features to surface key metrics and version histories, giving users confidence in the accuracy of information
PROTOTYPE
Bringing the Prioritized Ideas to Life
Lo-Fi Wireframes
Here are a few examples of some concept sketches I created:
Side-by-side scenario comparison views to make differences between planning options clear
A manual forecasting input screen to adjust demand quickly based on enrollment changes
A centralized task and communication panel to replace fragmented spreadsheets and email chains
Before moving to high-fidelity prototyping, we shared these concepts with SAP solution architects, Tenthpin consultants, and pharmaceutical partners. While they were encouraged by the direction, they stressed the need to avoid overcomplicating workflows or creating features that felt like extra overhead. Based on this feedback, we simplified interactions and focused on clarity, ensuring each design reduced complexity instead of adding new layers to an already demanding process.
Hi-Fi Prototype
Using SAP Fiori design guidelines and incorporating feedback from our low-fidelity sketches, I built a comprehensive prototype in Figma that included all of our prioritized features: the Scenario Comparison Tool, the Manual Demand Forecasting module, and integrated workflow collaboration elements such as task tracking and version transparency.
1 – Scenario Comparison Tool
The Solution
We introduced a side-by-side comparison view that allowed trial managers to evaluate multiple planning scenarios at once. Differences between scenarios were highlighted visually, reducing the need to manually cross-check spreadsheets.
The Value
Scenario comparison made it easier to identify the impact of different assumptions, such as enrollment rates or regional supply variations. This gave managers confidence in choosing the most effective plan.
"I can finally see what changed between scenarios without digging through multiple spreadsheets."
2 – Manual Demand Forecasting
The Solution
We designed a demand forecasting interface that allowed users to manually adjust inputs in response to real-world changes such as enrollment fluctuations or supply delays.
The Value
Rigid automation was not enough. Trial managers needed the flexibility to adapt quickly, while still keeping data accurate and visible to their teams.
"If enrollment shifts, I can update the forecast immediately. It makes the whole process faster and less stressful."
3 - Planned vs Actual Enrollment Analysis
The Solution
We created a detailed chart view that compared planned enrollment against actual figures over time. This provided early warnings when trials were off track and allowed adjustments to be made before problems escalated.
The Value
Managers were often “in the dark” about deviations. This visualization brought clarity, helping teams reallocate resources and avoid costly shortages or overstock.
"Seeing the gap between planned and actual enrollment lets me act before it becomes a problem."
4 - What-If Scenario Planning
The Solution
We enabled scenario-level demand planning where managers could simulate different parameters, such as slow enrollment or expanded distribution, and compare results in one place.
The Value
Clinical trials are unpredictable, and leaders needed the ability to test multiple strategies quickly. This tool turned what was once a manual, error-prone process into an efficient workflow.
"I can model different outcomes instantly, which helps us prepare for the unexpected."
5 - Scenario Planning Demand Management
The Solution
We enhanced kit type switch accuracy with dedicated tables in scenario planning. This made forecasts more precise and reduced risk in medication kit production and distribution.
The Value
Errors in kit type forecasting carried enormous financial and operational consequences. This feature provided precision at scale, ensuring trial supplies matched actual patient needs.
"The level of detail in these tables gives me confidence that forecasts are reliable."
We were preparing to validate these features in broader pilot programs when we recognized a larger opportunity: aligning scenario planning, forecasting, and collaboration into a unified ICSM platform, extending the impact beyond individual tools to transform the entire clinical trial supply chain.
Screenshot from Apple's App Store
THE PIVOT
Reframing the Challenge: “Do trial managers need more tools, or one better platform?”
At first, much of the conversation focused on adding standalone forecasting features to existing systems. But through research and testing, it became clear that more disconnected tools would only increase complexity. What trial managers really needed was a unified space where planning, forecasting, and collaboration could live together.
That’s when we asked:
"If trial managers already struggle with fragmented tools, why not bring everything into one integrated platform?"
My Recommendation to Stakeholders
I advocated for consolidating features into a single ICSM platform, making it the central hub for clinical trial supply planning. I argued that:
Trial managers were already overburdened with spreadsheets and email chains
A unified platform would cut errors caused by switching between systems
Consolidation would build long-term adoption by giving teams a single source of truth
Research Round 2: Validating the Shift to One Platform
After reframing the challenge, we focused our research on validating whether users would benefit more from a unified ICSM platform versus adding standalone forecasting tools to existing systems.
Research Question
Would trial managers and supply planners find greater value and adoption in a single integrated platform that combined planning, forecasting, and collaboration, compared to separate add-on tools?
Mixed Methods Approach
Qualitative
10 remote usability sessions with trial managers and supply planners across six countries
Prototype walkthroughs comparing standalone forecasting features versus an integrated ICSM platform
Quantitative
30 survey responses measuring ease of use, confidence in decision-making, and likelihood of adoption
Comparative ratings on collaboration, visibility, and error reduction between the two approaches
The results clearly favored integration. Trial managers highlighted reduced complexity and stronger collaboration, while supply planners emphasized the value of having one source of truth for real-time adjustments.
The Results Were Clear: One Platform, Not More Tools
Quantitative Results
72% of trial managers said a unified ICSM platform made planning and forecasting significantly easier compared to using separate add-on tools
68% reported higher confidence in decision-making when scenarios, forecasts, and collaboration lived in one place
64% agreed that integration reduced errors and miscommunication across teams
Qualitative Validation
"Having everything in one place saves me time and reduces mistakes."
"I feel more confident making changes when I can see the full picture."
"Working in one system makes collaboration across departments much smoother."
DELIVER
Delivering More Than Prototypes
Strategic Recommendation to Stakeholders
At the close of the project, I delivered a design strategy and prototype package to SAP and pharmaceutical stakeholders. Based on our research, I recommended moving forward with a unified ICSM platform rather than layering standalone forecasting tools onto existing systems. This approach simplified trial supply planning, improved collaboration, and created a scalable foundation for scenario planning, demand forecasting, and workflow integration across global studies.
Primary Recommendation
Develop a unified ICSM platform that brings scenario planning, demand forecasting, and collaboration into one system to create a more transparent and reliable experience for trial managers.
Because…
Trial managers were already overwhelmed by fragmented spreadsheets and tools
A single platform reduced context switching and minimized errors
Integration improved forecasting accuracy, decision-making speed, and long-term adoption across global teams
If Full Integration Was Not Feasible…
Secondary Recommendation
Start with lightweight features such as scenario comparison and manual demand forecasting. These could deliver immediate value to trial managers while creating momentum and laying the groundwork for a fully integrated ICSM platform.
The presentation was well received by SAP and pharmaceutical stakeholders, who expressed strong interest in piloting the platform with partner companies and exploring how the approach could scale across additional clinical trial programs.
IMPACT
Impact of the Strategic Question I Asked
Our reframing of the challenge, shifting from adding more tools to creating one integrated platform, led to:
A complete pivot toward building a unified ICSM platform instead of standalone add-ons
Stakeholder alignment around integration as the long-term strategy
Evidence-backed recommendations that challenged existing assumptions about how trial planning should be managed
Long-term Impact for SAP ICSM
Established reusable design patterns for scenario planning and demand forecasting that can scale across clinical trial programs
Sparked ongoing conversations about digital transformation in life sciences supply management and set a new benchmark for transparency and collaboration
REFLECTION
Designing for Complexity, Building Confidence in High-Stakes Decisions
This project challenged me to simplify one of the most complex domains in enterprise software while balancing regulatory needs, operational pressures, and global stakeholder voices.
🔍 Clarifying Complexity
In clinical trial supply management, workflows are often buried in spreadsheets and regulations. Success required uncovering the core user pain points and translating them into clear, usable flows.
What I Did:
Facilitated workshops that distilled complex processes into actionable design opportunities
Co-created flows and prototypes that reduced manual steps without sacrificing compliance
Anchored decisions in real-world use cases to ensure adoption across pharma partners
⚖️ Designing Within Constraints
Every design choice had to work within the realities of regulatory oversight, global operations, and the SAP Fiori design system.
What I Did:
Scoped features into lightweight modules first, such as scenario comparison and manual forecasting
Ensured compliance by validating designs with life sciences SMEs and trial managers
Balanced usability with technical feasibility to keep momentum across Agile sprints
🌍 Global Collaboration
This was not only a design challenge but also an exercise in aligning perspectives across pharma companies, SAP, and Tenthpin. Each group came with different priorities, from scientific accuracy to operational efficiency.
What I Did:
Led remote research and testing sessions across six countries during pandemic restrictions
Captured diverse stakeholder needs and synthesized them into a unified design strategy
Built trust by showing evidence-based prototypes that addressed both business and user concerns
💡 My Key Learnings
Simplify the Complex
The biggest breakthroughs came from turning multi-step, error-prone processes into clear, actionable flows that reduced reliance on spreadsheets.
Design for Real-World Constraints
Success required balancing regulatory requirements, global collaboration, and the realities of clinical operations without losing sight of usability.
Always Advocate for the User
Understanding the high pressure and financial stakes trial managers face helped us design tools they trusted and were eager to use.
This experience reinforced that even the most technical enterprise systems can be transformed through human-centered design, provided solutions are grounded in empathy, clarity, and scalability.