Client: Google
Role: Design lead, research & UX/UI
Duration: 12 months
Google Relationship Management
Application
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.
Steps to success
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
Outcomes
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.
Adoption before redesign
Adoption after redesign
System Usability Scale
Sample Screens
