Google UX Research

Research Program that connects Google teams to users.

Overview

  • I began consulting for Google as a UX Research Participant Coordinator

  • I would find participants for studies and process their incentives

  • Then I was added to a Research Program as a UX Research Coordinator

  • I coordinate logistics for and facilitate UX Research studies

  • Greet participants for colleagues’ studies

  • Participant as a UX Researcher in studies

Team

Program Developers: Google team in charge of managing the program operations

UX Researcher: Give an in-depth understanding of study needs

Team Lead: Leads consulting team to success

UX Research Coordinators: Colleagues focused on different product areas

Participant Coordinator: Finds participants for the studies

Tools

Google Suite, SalesForce, Swiftr, Gamma, Qualtrics, Asana, Optimal Workshop

  Goal

  • Connect Google teams to users of the focused product area

  Challenge

  • Coordinating study logistics with the Google teams and product users

MY ROLES

Main Focus

I am currently consulting for Google as a UX Research Coordinator on Qualitative Research studies. I work closely with Product Area’s UX Researcher to understand the study goals and participant criteria. Then I create a screener survey and study packet which includes study logistics and session questions.

I work closely with the Recruitment Coordinator to find eligible participants. Then I pre-screen participants to verify their eligibility.

I work closely with stakeholders to finalize research teams. I also hold optional training sessions for the research teams to understand the structure of this type of study.

On the day of, I Facilitate the study by preparing the researchers for the study, releasing them to the participants, and hosting a debrief session to discuss key takeaways. After the study, I email the researchers a summary of the key takeaways and action items discussed.

Secondary Focus

“Teamwork makes the dream work”

While as individuals, we are focused on separate Product Areas, we come together as a team to assist in each other’s studies.

On most occasions, I assist as a Greeter at the beginning of the study by checking in the participants, giving them an overview of the study’s structure, and setting up the recording and livestream in their meeting link. Once the participants are all set, I communicate with my colleagues that they’re ready for the session to start.

On rare occasions, if there is an empty seat on one of the Google teams, I will participate in the study as a UX Researcher in one of the four roles.

I interview participants by asking provided questions and digging for a deeper response. I take detailed notes of participant experiences, interactions, and pain points. I keep track of the time to ensure the team is on track during the interview. I observe the study by acting as a second hand to the main roles of the team.

Past Focus

I first started consulting for Google as a UX Research Participant Coordinator. I would work closely with the UXR to understand the study and participant criteria.

I pulled leads from Swiftr, created leads list batches in Google Sheets, reached out to them through Gamma, and parsed responses to SalesForce.

After the UXR shortlisted qualified participants, I would coordinate study logistics for the participant and stay in close communication for any questions, changes, and reminders. After the participant completes the study, I would process their incentives.

At the end of the work day during the study, I sent daily summary emails of completed work and action items for the UXR.

RESEARCH PROCESS

Stakeholder Collaboration

  • Collaborate with UX Researcher on study plan, participant criteria, screener questions, and study topic questions

  • Work with Participant Coordinator to find qualified participants

  • Communicate with Google employees on study participation availability and confirm their availability for the studies

  • Communicate with my team on the study process timeline & updates

Coordinating Study Logistics

  • Created study plan, screener survey, and study session packets, which include study schedule, meeting links, study questions, debrief JamBoard, feedback survey, and participant details

  • Conduct Pre-Screen video calls for potential participants to confirm their eligibility

  • Create meeting rooms for Google employees and participants and confirm their presence

  • Hold optional training sessions for Google employees to learn how the structure of these types of studies

Facilitate Study Sessions

  • Day of support for Google teams

  • Quick overview of study structure

  • Release teams to interview participants

  • Watch the study through livestream

  • Communicate with teams through chat for support

Study Findings

  • Each study focuses on a different product area, sub-product area, and study topic

  • The participants have different criteria and experiences

  • The participants will share their experiences and workflow using the focused product area while answering study topic questions

Debrief Discussion

  • Once the Google teams are done interviewing the participants, we will meet back in the original meeting room to discuss the study findings

  • We discuss the positive takeaways the participants like about the focused product area

  • Then we discuss the participants’ pain points with the focused product area

  • Lastly, we discuss action items the Google teams can focus on implementing within the product area

REFLECTION

Impact on Organization

  • This research program has been able to connect Google employees to the users to see first-hand how they interact with the focused product area

  • Users are fairly transparent with their experiences and offer insight into pain points and positive takeaways

  • Google employees are appreciative of the study findings and value the quickness of the study structure

  • Overall, this research program has been beneficial to the organization

Personal Reflection

While currently consulting as a UX Research Coordinator, I am learning more about the UX research process while coordinating, facilitating, or taking part in qualitative studies. I collaborate with UX researchers to get a better understanding of study needs as well as build rapport with stakeholders. 

The most challenging parts of this role are making sure participants are qualified and that everyone scheduled attends the study. I overcome these obstacles by staying transparent and communicative throughout the study process. As a result, stakeholders are appreciative and happy with the study process and findings. 

When previously consulting as a participant recruitment coordinator, I had the pleasure of working with UX Researchers and project managers across the organization on qualitative and quantitative studies. I learned the process of finding participants while developing best practices to find qualified participants in a timely matter. Although it was challenging to meet all the criteria for every study, UX Researchers were happy to work with me because I stayed a step ahead in the recruitment process to ensure our collaboration would be a success.

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