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My team worked with Google to help define the post-sale customer experience for a new line of phones. We influenced the way they work every day to create new hardware products.

Background

In 2016, Google needed to reimagine the relationship between customers and product services, with the goal of surpassing their competition in a uniquely “Google” way.

The Challenge

We used extensive, qualitative and competitive research to craft experiences to delight customers at every stage.

This resulted in 12 “big bets” that would set Google apart in customer service.

Those 'bets' were turned into illustrated customer experience journeys. (over 400 slides in total)

We ultimately created a customer service playbook that served to align strategy of cross-functional teams.

The Results

This resulted in the phone’s UX showing real-life scenarios for the organization to experience first-hand. The methods and deliverables became standard practice allowing for easier collaboration across teams.