Legal requests
Challenge: Streamline request process for users worldwide to remove content from Google products (ex: Search, Ads, Maps, etc.).
Impact: Launched a new review tool for internal agents to evaluate users’ requests and was awarded a bonus from the Engineering Manager for my contributions.
Role: Staff UX Researcher
Process
Competitive analysis
I evaluated other tech companies’ removal process for the number of steps and ease of submitting requests. I also identified inconsistencies in Google’s own user submittal flow.
User interviews
I interviewed 36 internal and external users (those submitting requests, and the internal agents who triage the requests). One of my findings led to the launch of a webpage review tool, which simplified internal agents’ work flow.
Surveying
I conducted two surveys, measuring sentiments like satisfaction (CSAT) and ease of use. I compared historic data to the most current, so the team could track tool progress over time.
Service blueprinting
I mapped out different users’ workflows, which tools they used, where they experienced pain points, and identified automation opportunities. I validated my maps with users to ensure I captured the details of their flows.
Workshopping
I led a sprint with cross-functional team members to identify opportunities and weigh the feasibility of improvement suggestions.