user advocacy & Research
My previous team at Google used a ticket management system for troubleshooting issues related to Google ads. My interest in UX led me to join the User Advocate program where I served as the liaison between the product team and my team (users). I participated in bi-weekly meetings to deliver feedback on upcoming features, help prioritize new features, and report top user issues to PM. I started to incorporate user research practices to help with feature prioritization and product decisions. After 1.5 years, a UX Designer joined the team and I had the rewarding opportunity to partner with him on several initiatives. I have highlighted 3 projects below.
My Role and Team
User Advocate, UX Researcher
Method: Usability Study
Summary: I planned and conducted a usability study to test whether a proposed re-design met the needs of various user groups and their workflows. I performed 6 1-hour long sessions that contained a classic usability study and more open-ended interview questions. The team made 10+ revisions based on my research and the designs were implemented.
Method: Research Workshop
Summary: Project Pokerface is a program developed by Google’s Geo UX team to increase the focus on the user. I planned and helped deliver the Pokerface training to the team of ~30 to introduce the importance of user research. I recruited participants, developed the script, and co-led the training debrief. I received the feedback that 90% of attendees said they felt the training was “very valuable”.
Summary: When PM proposed a redesign to a metric tracking feature due to complaints by users on the current functionality, I conducted a survey to understand why the current metric tracking feature was falling short. I collected responses from 140 users across 4 teams. The insights from my survey were used to develop the feature requirements and subsequently implemented.