Case Study

Elevating the Account
across Google apps

Role: Executive sponsor; Director, UX

In 2018, user trust in Google decreased significantly, as users questioned how Google was using their data. At the I/O keynote, CEO Sundar Pichai wanted to present a simple product story that aligned Google’s products with the company’s goal of giving users control over their data and how it is used within Google apps.

The problem

Every Google app made its own choice whether and where to surface the user’s Google Account. Meaning: discovery, predictability, and shared learnings were low.

Solution

My team delivered a unified product experience to address user trust:

• Built consistent UI components for identity, security, and privacy across all apps, meeting & exceeding existing standards
• Tracked progress through bi-weekly executive reviews
• Leveraged the company’s existing OKR to modernize consumer apps
• Rewarded supporters in I/O keynote and press coverage

Know when known

Across all apps, only one place to look to know if you’re signed in (and one place to tap to change)

Enable fast access

Your Account + Privacy controls, including going unrecognized (Incognito) are just one tap away from your face

Connect the dots

All your Account, Security, and Privacy controls in a single place, accessible from any app as well as myaccount.google.com

Keep it contextual

See and control how your personal data (from any Google app) is actually being used in whichever Google app you are using

Launch in 80+ apps

This usability narrative depended on coordination across all consumer and Workspace apps to launch at/near the I/O keynote

Reveal at I/O by CEO

CEO Sundar Pichai was able to deliver his keynote address summarizing the long build of tools and safety features, culminating in the simple coherent Account access point story

We also launched a marketing site to explain the Google Account in far more detail.

In summary

The cross-company team I led:

• Aligned the 250K-person company around a simple user narrative & robust technical solution, capitalizing on existing planned work & infrastructure
• Modeled the strategic Efficiency the CEO and Senior VP suite wanted (This project was the singular case study on how to operate for annual company meeting)
• Delivered cross-platform ecosystem-wide dividends that continue to pay off for users with increased trust & engagement and decreased customer support issues

Like this case study?

I’ve helped some of the greatest brands (like Google, Yahoo!, Def Jam, Disney Channel, Marvel Comics’ Stan Lee, and the ACLU) build teams, scalable products, and technical infrastructure to meet their customers’ needs… whether those customers are consumers, businesses, developers, creators, or employees.

Across employers, clients, and years, I’ve focused primarily on:

• People: both customers and colleagues are critical audiences needing focus
• Platforms: tools & infra provide unique methods to scale and evolve solutions
• Progress: products need to evolve, unknown risks always emerge, and the experience must always improve

Connect with me via LinkedIn to discuss more…