Vanessa Ng
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GOOGLE BUSINESS COMMS

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OVERVIEW

Qualitative and quantitative research conducted on the Business Communications team at Google between February 2020 - December 2020.

BUSINESS COMMUNICATIONS

As the UX Research Associate on the Business Communications team, I worked with and conducted research with the 3 user researchers on the team:

Research planning and management: collaborated with stakeholders on product goals and research questions, scoped out research, and drafted study plans.

Research moderation and execution: scheduled study sessions, prepared and coordinated testing assets with stakeholders, and moderated research using remote and in-lab tools.

Analysis and reporting: synthesized qualitative and quantitative data, created reports based on data-driven insights to align user needs with product direction, and shared study results with crossfunctional stakeholders.

 
 

ROLE

UX Research Associate

TEAM MEMBERS

  • Giles Harrison-Conwill (Senior UX Researcher and Team Lead)

  • Charlotte Hult (UX Researcher)

  • Nate Dumas (UX Researcher)

DURATION

~ 3 weeks (depending on study)

TOOLS

  • UserTesting

  • Google Consumer Surveys

  • Zoom

  • Google Meet

  • Google Docs

 
 
 

SELECTION OF STUDIES

Listed below are the various methods I used while on the team, as well as a small selection of studies that had significant reach and impact in the team.

RESEARCH METHODS

 
 

  • Usability testing (moderated and unmoderated, remote)

  • User interviews (moderated, remote)

  • Survey work

  • Rapid iterative testing (RITE)

  • Literature reviews

 
 

MIXED METHODS

VERIFIED CALLS: ONBOARDING FLOW STUDY (LAUNCHED)

  • Problem: the team was planning on launching “Verified Calls” at the end of Q2 of 2020, but wanted to mitigate any pain points or concerns in the onboarding flow.

  • Outcome: the team started discussions with the internal team responsible for the onboarding system to customize some of the language in the “Verified Calls” onboarding. They also decided to highlight how “Verified Calls” could utilize the opt-in screen to address some of the user problems cited in the survey.

SURVEY WORK

VERIFIED CALLS: LOCALIZATION TRANSLATION WORK (LAUNCHED)

  • Problem: the team was planning on launching “Verified Calls” at the end of Q2 of 2020, but wanted to confirm that the language of the feature translated as intended in key markets (e.g., the US, Mexico, and Brazil).

  • Outcome: the team decided to move forward with an experiment to determine user trust of the feature. But the team felt confident enough to move forward with launching the feature in the three markets without making any major changes.

 
 
 

REFLECTIONS

RESULTS

During my time on the team, I have conducted 12 studies and have began to take on more ownership in research planning as well as incorporating quantitative research methods into my research work.