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Google Store
Role
UXR Design Manager
Duration
6 months
Services
Design Team Management, Cross Functional Team Management, Design Ops, User Research, Stakeholder Interviews, Competitive Analysis, Data Analysis, User Testing, Journey Mapping, Wireframes
A cross functional EPAM team of researchers and data specialists worked directly with 19 stakeholders across 44 projects. One key workstream centered around measuring the efficacy of a generative AI powered chatbot meant to reduce agent call volume. After a soft launch, escalation rates remained stagnant, and our team’s goal was twofold: find the source of issues and provide recommendations.
Our goal is to ensure all Google Help Centers are fully optimized and are operating as efficiently as possible. We use data and testing to ensure friction points are identified, solved, and that cost savings are realized.
