Google: Enterprise Dashboard - Rits and Company

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Client: Google

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Role: Design lead, research & UX/UI

Duration: 12 months

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Google Relationship Management

Application

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The Google Ads & Commerce business generates $50 billion in revenue, annually. As part of the Sales and Support Team (within the Enterprise group) I lead the research and design of the knowledge management system, case management system, Trakken/Trax and GRM.

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Steps to success

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Using research and usability testing, I identified the workflow problems and pain points in the existing GRM application v1.0. The process included:

Design ethnography (shadowing), interviews, focus groups
User journey, primary and secondary personas
User flows & preliminary sketches
Usability testing and iterating on sketches
Clickable prototype (second round of testing)
Annotated wires handed off to engineers
UI design (third round of testing) handed off to engineers

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Outcomes

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Recommendations and redesign included a dashboard to manage integrated modules, data analytics and visualization, smart search functionality, AI note taking and database simplification.

After the redesign the usability rating (System Usability Scale) rose to 87% and internal adoption increased from >15% (v1.0) to 36% (v2.0) at 6 months post redesign.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” hundred_percent_height_center_content=”yes” equal_height_columns=”no” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”#dddddd” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” border_color=”” border_style=”solid” margin_top=”” margin_bottom=”” padding_top=”40px” padding_right=”” padding_bottom=”40px” padding_left=”” type=”legacy”][fusion_builder_row][fusion_builder_column type=”1_3″ layout=”1_3″ spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”left top” background_repeat=”no-repeat” hover_type=”none” border_color=”” border_style=”solid” border_position=”all” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” margin_top=”” margin_bottom=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” last=”false” border_sizes_top=”0″ border_sizes_bottom=”0″ border_sizes_left=”0″ border_sizes_right=”0″ first=”true” spacing_right=””][fusion_counters_circle animation_offset=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=””][fusion_counter_circle value=”15″ filledcolor=”#ffeb3b” unfilledcolor=”#ffffff” size=”220″ scales=”no” countdown=”no” speed=”1500″]>15%[/fusion_counter_circle][/fusion_counters_circle][fusion_title margin_top=”” margin_bottom=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” size=”4″ content_align=”center” style_type=”default” sep_color=””]

Adoption before redesign

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Adoption after redesign

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System Usability Scale

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Sample Screens

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