The Coles Account Queries team spends much of their time guiding Coles suppliers through using the online financial processes of the Coles Supplier Portal. Supplier support ranges from simple how to log in questions to complex financial breakdowns. I was tasked to make a Frequently Asked Questions document that could be used by the entire team and by anyone else in Coles who had face to face contact with suppliers. I interviewed a large range of team members and documented a number of scenarios and questions that they were asked on a daily basis.
Click here to download a PDF web version of the document.