designing with empathy, curiosity & interdisciplinary collaboration
designing with empathy, curiosity & interdisciplinary collaboration
Project manager & UXR - Research design interviews survey user persona journy mapping scope analysis client relation
5 months
The Google Cloud Business Professional (GCBP) program is designed to equip professionals with the knowledge and skills needed to effectively leverage Google Cloud Platform (GCP) services for various business applications.
As a UX Researcher and Product Manager, I collaborated with the Data Science team to gather insights and ensure user-centric design principles were integrated into our solutions.
I was incredibly blessed to have the opportunity to join this project in collaboration with Google. Through this experience, I've gained invaluable insights into Google's internal processes and the meticulous methodologies they employ on a larger scale!
Identify factors affecting productivity and thus improve efficiency and effectiveness of Customer Engineers.
Drive revenue and improve satisfaction level among employees.
Streamline sales approach, tool usage, and team collaboration to enhance client interactions and sales
Receive customized solutions that cater the platform to their unique business processes
Below is work breakdown structure aimed at guiding the development of the project.
The digitalization of complex B2B sales processes can both enable and pose challenges for the seller. While it enhances sales efficiency, it also requires adaptation and learning of new technological tools (Rodríguez et al., 2020).
The use of sales enablement technologies aims to reduce administrative tasks and increase the amount of time spent selling, leading to improved sales performance (Franck & Dampérat, 2023).
The integrated use of social media, digital, and traditional communication tools in the B2B sales process impacts various stages, from initial contact to post-sale relationship management, and enhances engagement and relationship management (Fraccastoro et al., 2021).
Studies highlight the significant impact of sales tools and technologies, such as CRM systems and sales automation platforms, in streamlining sales processes and enhancing overall efficiency. Moreover, scholars have identified various factors influencing sales productivity, ranging from access to quality leads and sales training programs to organizational support and goal alignment
To better understand the market trend in the cloud services industry, We explore how top players are shaping the cloud services industry.
Identify factors affecting productivity and thus improve efficiency and effectiveness of Customer Engineers.
The use of “productivity” may inadvertently appear to assess their effectiveness, even if that is not the intention.
Initially overlooked, the team later acknowledged the importance of proper formatting and clarifying specific aspects of the question to ensure mutual understanding and agreement.
Our participant highlights the challenge of managing a packed schedule with constant meetings, which often leaves little time for ramping up or learning.
Our participant acknowledges the effectiveness of Google's training resources, including the rotational program and mentorship.
Our participant points out the challenges she faces in current data management, mentioning the need to resort to her own research to gather scattered data.
Snowboarding
Cafe Hopping
Gaming
Sumin has been at Google for two years, starting in a technical role and gradually transitioning into a customer-facing position. Being Sumin’s first job after college, she is constantly looking for ways to improve client relations to deliver tailored solutions to meet their needs.
How do customer engineers allocate their time across various activities, such as communication and administrative tasks?
To what extent are the current tools provided by Google effective and what are customer engineers’ satisfaction levels with existing tools, policies, and training?
How do customer engineers rate the consistency of data across the platforms they use day to day?
What is the volume of internal and customer communications sent by customer engineers?
The "training and development programs" component is moderately related to factor 1 (loading = -0.5). Potential complementary relations with "support from leadership." Rotational program help gain valuable experience addressing problems with customers, Those undergoing rotational program feel more productive.
Data consolidation and data consistency significantly contribute to tool usage satisfaction Improving data consistency may require more resources over leadership support within the team
Implement data quality assurance measures to ensure consistent and accurate data across all platforms and tools.
Provide comprehensive training and awareness programs about how to achieve and maintain data quality. Offer training sessions on data entry best practices, data quality standards, and tools for data validation and verification.
Provide comprehensive training and awareness programs about how to achieve and maintain data quality. Offer training sessions on data entry best practices, data quality standards, and tools for data validation and verification.
Conduct regular data quality audits and reviews to assess compliance with data quality standards, identify gaps, and recommend corrective actions.
Implement a data quality monitoring and feedback mechanism to track data quality performance. Set up alerts to flag deviations from predefined data quality thresholds.
Through this experience, I’ve learned the importance of remaining adaptable and adjusting our timelines or strategies as needed to navigate unexpected setbacks. Our client had an evolving shift in focus, and our team saw several changes in its composition
As the project manager, my role involved closely collaborating with our client, Google, to coordinate efforts between our team and their representatives. This encompassed facilitating communication, managing expectations, and ensuring alignment with Google's project goals and timelines. Additionally, I recognized the importance of holding necessary but potentially awkward conversations within our team. Moreover, I prioritized fostering confidence among team members and encouraged them to justify their choices respectfully, promoting a culture of accountability and collaboration.
I feel incredibly proud of what the team has accomplished. Receiving sweet messages from team members regarding my leadership and hearing Dr. Sharlane Cleare say, "I can see why Dr. Gilly Leshed spoke highly of you," meant the world to me.
Katie Castagna, UX Researcher @Google
Laura Granka, Senior UX Director @Google
