Procurement and commercial contracts

Challenge: Replace a two-decade-old legacy contracting system with a secure, robust, and user-centric tool ecosystem. The goal was to architect a modern Contracting Lifecycle Management (CLM) platform that balanced high-stakes financial and legal compliance with a frictionless, trustworthy user experience for both procurement and revenue-generating work streams.

Impact: The 2023 launch successfully met a top-tier Google OKR, slashing user turnaround time by 50%. For my leadership in landing this mission-critical product, I was honored with a Tech Impact Award. The system’s architecture has since been adopted as the gold-standard model for all subsequent tools within Google’s financial and legal contracting ecosystem.

Role: Senior UX Researcher

Process

User interviews

**Foundational Intelligence:** I executed 70 in-depth user interviews to map the pain points of the 22-year-old legacy workflow.
**Roadmap Prioritization:** I translated qualitative data into a strategic roadmap that moved beyond "feature parity" to "role transformation."
**Value Shift:** I championed a design direction that elevated users from manual tactical tasks to high-value strategic decision-making, a shift that became a core selling point of the new CLM.

Journey maps

**Cross-Functional Synthesis:** I led design sprints to map end-to-end enterprise workflows, aligning stakeholders on user tasks and pain points.
**Journey Benchmarking:** I created a "Journey Health" framework to identify friction points in the user experience and justify roadmap prioritization.
**AI Opportunity Mapping:** I leveraged workflow data to identify specific areas for AI integration, moving the product from manual data entry to intelligent, automated contract management.

Archetypes

To navigate the complexity of our 25K MAU (Monthly Active Users), I developed a suite of six core user archetypes. This framework provided stakeholders with a unified language for user needs.
Also, the shift from fragmented assumptions to a cohesive model allowed for more efficient planning and ensured that product strategy remained consistent across diverse specialist pillars.
Below are some kind words about my archetype work:

““Thank you for the phenomenal work you did on the procurement archetypes. I found them extremely helpful in understanding our users and am excited for all the ways they will benefit our project.” ”

— Google Product Manager

Usability testing

**Iterative Validation:** I led 20 end-to-end studies, including concept and prototype testing, heuristic evaluations, and usability tests.
**Strategic Partnership:** I collaborated daily with Design leads to translate complex user pain points into elegant UI solutions.
**Unified Stakeholder Delivery:** I co-presented 'Research & Design' updates, providing stakeholders with a transparent look at how user feedback directly reshaped the product roadmap.

Accessibility

**Inclusive Methodology:** I conducted deep-dive sessions with users relying on screen readers, keyboard-only navigation, and screen magnification.
**Neurodiversity Advocacy:** I integrated neurodivergent perspectives (ADHD and Dyslexia) into the research roadmap to improve content clarity.
**Peak Accessibility:** I orchestrated the remediation of key findings, resulting in the product receiving **Google's highest accessibility rating** upon launch.

Surveys

I established a quantitative benchmarking strategy using targeted longitudinal and intercept surveys to measure product health. These data signals served as the primary success metrics for leadership; our 'Launch Readiness' score provided the evidence needed to approve the tool’s rollout, while post-launch sentiment analysis allowed us to measure exactly how well the product landed against our initial KPIs.

AI opportunities

Throughout every research project lifecycle, I identified opportunities for AI-driven optimization. I recently led the UX strategy for a suite of intelligent features that will transform manual contract tasks into automated, high-accuracy workflows. This initiative is a critical lever for de-risking Google’s contracting ecosystem and is estimated to deliver substantial cost-avoidance and efficiency gains.

Final Impact

Operational Excellence: Modernized a two-decade-old system, resulting in a 50% faster contracting cycle for 25K monthly active users and securing Google’s highest accessibility rating.

Industry Recognition: Honored with a Tech Impact Award for successfully landing one of the most complex legal product transformations in Google's history.

Scalable Architecture: Developed a "Journey Health" framework and behavioral archetypes that now serve as the foundation for Google’s entire contracting roadmap.

Future ROI: Spearheaded an AI-integration strategy estimated to save millions in operational costs by automating high-risk manual tasks.