Case study: MyStuff Employee Store, Google
Delivering a global Google-worthy employee experience, in a work from home world.
What is it like to work for Google, but not at Google?
Operating a global company with 70 offices in 50 countries, and 154 locations globally is not easy, or cheap. And when you work hard to attract, and retain the world’s best and brightest through legendary employee experiences at your offices, how do you control costs? –– And then, [enter global pandemic] how do you do all that when your employees and contractors no longer come to the office?
The Solution
“Google for Googlers” is how Google’s Corporate Engineering team describes the mission-critical employee experiences they create for their 300K+ global team of full-time employees, contractors and partners. It was here that my team was already challenged with designing a best-in-class employee experience that both increased employee productivity and measurably cut operational costs.
And then there was a global pandemic. Almost overnight, the employee body at Google migrated en masse away from Google campuses and to the far reaches of the Globe. Suppliers and vendors fundamentally changed their supply chains and processes. During this historic time my team re-imagined Google’s existing MyStuff employee store and simultaneously launched Stuff Stations - a self-service vending machine that provide workplace devices and software for the entire lifecycle of use.
Accessibility requirements for the employee store, touch screen kiosks and the vending machines were to GAR standards (Google Accessibility Standards), meeting or exceeding ADA & WCAG Compliance.
Key Clients: Google Core UX, Corporate Engineering/ Business Operations & Technology Lifecycle Management
Core Competencies: User Experience Design, including qualitative research, persona and experience journey mapping, content strategy, copywriting, E-Commerce design, user testing, accessibility design for hardware and software, CSAT (HaTS) survey design.
My Role: I served as a hands-on UX Design Lead and manger, leading a cross functional UX team, collaborating deeply with a variety of business operations leads and Engineering managers to navigate a dynamic time of change for Googlers and the support systems they rely on.
+12 %
Global employee store CSAT scores increased 12 points to 84% satisfaction rate after our teams first release
Global Results
300,000+
Global Googler experience launched to provide over 300,000 users in 92 countries best-in-class employee store experience and enterprise asset management.
↓200K hrs
40 core operational processes were automated through deep Service and UX design efforts, saving 200,000 per year in employee hours.