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 AI opportunities.
Archetypes
I distilled our 25K monthly active users into 6 user representations who have shared needs and behaviors. This ensured 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 20 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 first whether the product was launch ready, and later how well the product landed.
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 that will greatly reduce risk and user turnaround time as well as save millions of dollars.