* The Blueprint is blured out due to sensitive marketing & sales data.
I teamed up with the research team created this blueprint to present how in person sales touch customers go through their onboarding journey (up to 2 years). Finding insights through interviewing regional sales representatives, learning from their top pain points and and brainstorming ideas over workshop. One of the finding we found was we were not clearly separating “ Sales contact” & “Contact Support”, people in the brainstorming were sharing their stories of losing multi million dollar deals because of that. So a easy but high impact fix was implemented by adding clear regional sales contact CAT in console.
* The Blueprint is blured out due to sensitive marketing & sales data.
A map was created for small business & individual users who self starts online. We discovered a list of Users' top concerns that stoping them from signing up Google Cloud, a list of principles and guideline were created.
For example, over half of the potential customers drop at when users need to providing payment information during their journey, by investigating into that one step, and multiple rounds of design refinement, the drop rate at that step was significantly reduced.
Working with a data analyst to monitor drop rates and usage frequency across flows and pages gave me a clear view of each flow's performance. This allowed us to quickly identify where users were dropping off and focus on specific areas.
For example, a low adoption rate of our second product indicated that users weren’t exploring products from the landing page. After interviewing users and analyzing CTA click rates, we discovered that users missed the main product menu. By adding a callout UI for new users, we solved the issue, resulting in an annual revenue increase of over $12 million.
GCP Getting Started experience
Support experience was the second most common complaint from GCP users. While gathering user insights by connecting with various teams, we discovered an AI support bot that had already been built but was deprioritized due to a past re-org. We teamed up with the original team, repurposed the bot, and proposed it as a solution to improve the support experience. Ultimately, we successfully launched the feature.
The support team lacked a dedicated design team and was split into three groups, each with different vendors managing specific support topics. To improve and unify the support experience, I collaborated with stakeholders through design sprints to create a new left navigation menu that consolidated all support types. A/B testing showed positive results, with a 10% increase in user satisfaction.
