Google's cross product experiences research .

3 min read

Here I employed 3 different Research methods to get to the final results. The type of methodologies had been employed in the past on other UX Research studies at Google, which is where I learnt to take this approach.

The UX Research findings from my Research Report were incorporated into the journeys & led to the creation of a new Family Link feature to keep Google accounts safe and secure for children to use.

Why:

The research aimed to understand and evaluate how successfully Google users in the U.S. complete cross-product journeys or goals, particularly those identified as high priority for the Google ecosystem.

How:

The study recruited 40 participants using Usertesting.com, with equal representation of Android and iOS users. They were tasked with completing five specific user goals, ranging from signing in to Google to ensuring their data security and sharing content with others. Task success rates and System Usability Scale (SUS) scores were used to measure performance.

Findings:

Success Rates: User Goal #1 (Signing in) had the highest success rate of 90%, while Goal #4 (Keeping kids safe) had the lowest at 43.75%.
SUS Scores: SUS scores ranged from 88.28 for Goal #1 to 53.22 for Goal #4, indicating varied levels of user satisfaction.
Usability Issues: Key issues included discoverability of options, feedback inconsistency, and confusion around terminology and settings.

Conclusion:

The study revealed areas of success, particularly for simpler tasks like signing in, but also highlighted significant challenges in more complex tasks such as managing data security and supervising children’s accounts. Improvements in user interface consistency, feedback mechanisms, and clearer pathways for more complex tasks are needed to enhance user satisfaction.