Procurement and commercial contracts

Challenge: Replace a 22 year-old legacy contract management system with new procurement and revenue-generating contracting tools that are user friendly, trustworthy, and compliant.

Impact: The launch of this new Google contracting lifecycle management (CLM) product in 2023 achieved a Google-wide goal and reduced user turnaround time by 50%. I won an Tech Impact Award for landing this high-impact product. It has become a model for other tools in Google’s legal and contracting ecosystem.

Role: Senior UX Researcher

 

Process

User interviews

Insights from my nearly 70 in-depth user interviews were essential for the team to form our product roadmap. For example, based on my interviews, the team prioritized a solution that would elevate one user group’s roles from being largely tactical to strategic.

 

Journey mapping

I led sprints with cross-functional team members to map users’ end to end workflows and define their steps, tasks, and goals. I used these trackers to grade the health of users’ journeys, direct the product team’s prioritization efforts, and identify automation opportunities.

 

Archetypes

I created rolled-up archetypes to ensure stakeholders had a way to discuss our many various user types. Using this framework simplified our planning, and enabled x-pillar synergies.

 

Usability testing

Over the course of the product development process, I conducted 12 usability, concept, and prototype tests. I often presented these along with my design partner, who shared her revised plans based off my feedback.

 

Accessibility

Striving to ensure all users could easily create and edit contracts, I evaluated accessibility with assistive technology experts (those who use magnification, keyboard nav, and screen readers), as well as those who self-identified as dyslexic and having attention deficit disorder. By making the fixes I identified, the contracting tool launched with Google’s highest accessibility rating.

Surveys

I measured the success of the product through targeted surveys and in-app pop up surveys. Resulting scores were the information the team needed to decide whether the product was launch ready.

 

AI opportunities

Throughout all my testing and interviews, I tracked areas of the users’ flows which could benefit from automation or artificial intelligence. I am working with my team presently on introducing intelligent contract enhancements to the product.