824: Why Technology Complexity Kills User Adoption W/ Jason Kim

Art of Procurement

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8d ago 33:03

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"I think we have hit a tipping point where procurement has become a pretty complicated practice. There's so many options and choices and optimizations with concepts that are just so alien to the typical user." - Jason Kim, Senior Director of Product Management, Coupa

The procurement technology landscape demands solutions that work for both power users and occasional requesters, yet many organizations struggle with platforms that create friction rather than facilitating smooth workflows. Usability isn't just about the user experience. It’s about adoption, compliance, and ultimately the strategic perception of procurement itself.

In this episode, Jason Kim, Senior Director of Product Management at Coupa, explains how AI, integration capabilities, and user interface design are reshaping the procurement experience for everyone from seasoned buyers to infrequent requesters.

Jason shares practical insights on designing systems that eliminate cognitive overhead, the critical importance of transparency in procurement workflows, and how meeting users where they are (rather than forcing them into rigid interfaces) drives better outcomes for procurement organizations.

Jason also discusses:

How the procurement technology landscape has evolved from suite-based to point solutions and back again over the past decade
Why successful procurement platforms must meet users in their existing workflows rather than forcing context switches
The critical difference between designing for power users versus infrequent requesters (and why both matter)
Why eliminating cognitive overhead is essential for user adoption and spend management compliance
The evolution from centralized to truly decentralized procurement models enabled by intelligent orchestration

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