google design challenge
This digital experience allows diners to submit positive feedback and constructive suggestions for their servers, who can then use this feedback to both improve their skills or help secure new employment opportunities.
Role:
UX Design
Responsibilities:
User research
Wireframing
Rapid prototyping
Date:
2017
Timeline
1 Week
Based on a prompt provided by Google, I had one week to rapidly design a mobile application concept for the evaluation, review, and professional growth of individual wait staff.
Based on a prompt provided by Google, I had one week to rapidly design a mobile application concept for the evaluation, review, and professional growth of individual wait staff.
create a game plan
Establish user base through persona creation and research
Conduct a competitive analysis
Launch a survey
Interview customers and servers
Establish features and user needs
Brainstorm, iterate and repeat steps as needed
Wireframe and create low fidelity mock-ups
Establish user base through persona creation and research
Conduct a competitive analysis
Launch a survey
Interview customers and servers
Establish features and user needs
Brainstorm, iterate and repeat steps as needed
Wireframe and create low fidelity mock-ups
Research
Time for some initial questions and assumptions about servers, the food industry, and its patrons—What problem am I addressing and why?
What value could this digital tool offer to servers?
What are customers’ basic expectations of their wait staff?
Should this tool be aimed at customers, management, or servers?
How can this tool support and guide servers in improving their skills?
I used these curiosities to shape my interview and survey queries.
Time for some initial questions and assumptions about servers, the food industry, and its patrons—What problem am I addressing and why?
What value could this digital tool offer to servers?
What are customers’ basic expectations of their wait staff?
Should this tool be aimed at customers, management, or servers?
How can this tool support and guide servers in improving their skills?
I used these curiosities to shape my interview and survey queries.
interviews
QUESTIONS
During interviews, I asked questions such as:
What are your expectations for your server?
Does their attitude, enthusiasm, or charisma influence your service experience?
How much interaction do you prefer with your server?
If you could rate your server on just three qualities, what would they be?
If you had access to a tool like this, what type of feedback would be most valuable to you?
Are you interested in enhancing your skills as a server? If so, which ones?
Would you rather receive feedback anonymously or know who is providing it?
QUESTIONS
During interviews, I asked questions such as:
What are your expectations for your server?
Does their attitude, enthusiasm, or charisma influence your service experience?
How much interaction do you prefer with your server?
If you could rate your server on just three qualities, what would they be?
If you had access to a tool like this, what type of feedback would be most valuable to you?
Are you interested in enhancing your skills as a server? If so, which ones?
Would you rather receive feedback anonymously or know who is providing it?
QUESTIONS
During interviews, I asked questions such as:
What are your expectations for your server?
Does their attitude, enthusiasm, or charisma influence your service experience?
How much interaction do you prefer with your server?
If you could rate your server on just three qualities, what would they be?
If you had access to a tool like this, what type of feedback would be most valuable to you?
Are you interested in enhancing your skills as a server? If so, which ones?
Would you rather receive feedback anonymously or know who is providing it?
QUESTIONS
During interviews, I asked questions such as:
What are your expectations for your server?
Does their attitude, enthusiasm, or charisma influence your service experience?
How much interaction do you prefer with your server?
If you could rate your server on just three qualities, what would they be?
If you had access to a tool like this, what type of feedback would be most valuable to you?
Are you interested in enhancing your skills as a server? If so, which ones?
Would you rather receive feedback anonymously or know who is providing it?
INSIGHTS
Most interviewees felt that a server is deemed successful as long as they are efficient, polite, and communicative.
The most valued qualities were speed, menu knowledge, and attentiveness.
Younger, less experienced servers were notably more interested in this concept than their more seasoned colleagues, as they are more eager to learn and refine their skills.
All servers agreed that they would prefer to receive feedback anonymously to avoid potentially affecting their treatment of customers.
INSIGHTS
Most interviewees felt that a server is deemed successful as long as they are efficient, polite, and communicative.
The most valued qualities were speed, menu knowledge, and attentiveness.
Younger, less experienced servers were notably more interested in this concept than their more seasoned colleagues, as they are more eager to learn and refine their skills.
All servers agreed that they would prefer to receive feedback anonymously to avoid potentially affecting their treatment of customers.
survey
QUESTIONS
Based on 54 responses, the survey revealed valuable data that would shape the customer-facing aspect of the project. Key questions included:
Do you appreciate receiving recommendations from your server?
How important is a server’s knowledge of the menu?
How crucial are speed and promptness in service?
Do you prefer engaging with your server or having privacy while you dine?
Do your expectations of wait staff vary based on food cost or time of day?
What does your ideal server experience look like?
QUESTIONS
Based on 54 responses, the survey revealed valuable data that would shape the customer-facing aspect of the project. Key questions included:
Do you appreciate receiving recommendations from your server?
How important is a server’s knowledge of the menu?
How crucial are speed and promptness in service?
Do you prefer engaging with your server or having privacy while you dine?
Do your expectations of wait staff vary based on food cost or time of day?
What does your ideal server experience look like?
QUESTIONS
Based on 54 responses, the survey revealed valuable data that would shape the customer-facing aspect of the project. Key questions included:
Do you appreciate receiving recommendations from your server?
How important is a server’s knowledge of the menu?
How crucial are speed and promptness in service?
Do you prefer engaging with your server or having privacy while you dine?
Do your expectations of wait staff vary based on food cost or time of day?
What does your ideal server experience look like?
QUESTIONS
Based on 54 responses, the survey revealed valuable data that would shape the customer-facing aspect of the project. Key questions included:
Do you appreciate receiving recommendations from your server?
How important is a server’s knowledge of the menu?
How crucial are speed and promptness in service?
Do you prefer engaging with your server or having privacy while you dine?
Do your expectations of wait staff vary based on food cost or time of day?
What does your ideal server experience look like?
INSIGHTS
I found that recommendations, promptness, and menu knowledge are valued highly by the average customer.
Preferences for meaningful interaction with the server versus privacy were evenly divided among participants, indicating that customers' expectations can vary widely.
Most respondents' expectations did change with the cost of their food but not with the time of day. Nevertheless, many agreed that their expectation for good service remains consistent regardless of these factors.
INSIGHTS
I found that recommendations, promptness, and menu knowledge are valued highly by the average customer.
Preferences for meaningful interaction with the server versus privacy were evenly divided among participants, indicating that customers' expectations can vary widely.
Most respondents' expectations did change with the cost of their food but not with the time of day. Nevertheless, many agreed that their expectation for good service remains consistent regardless of these factors.
INSIGHTS
I found that recommendations, promptness, and menu knowledge are valued highly by the average customer.
Preferences for meaningful interaction with the server versus privacy were evenly divided among participants, indicating that customers' expectations can vary widely.
Most respondents' expectations did change with the cost of their food but not with the time of day. Nevertheless, many agreed that their expectation for good service remains consistent regardless of these factors.
INSIGHTS
I found that recommendations, promptness, and menu knowledge are valued highly by the average customer.
Preferences for meaningful interaction with the server versus privacy were evenly divided among participants, indicating that customers' expectations can vary widely.
Most respondents' expectations did change with the cost of their food but not with the time of day. Nevertheless, many agreed that their expectation for good service remains consistent regardless of these factors.
competitive analysis
I was interested not only in existing similar tools but also in exploring whether unrelated products could offer useful solutions or inspiration.
I was interested not only in existing similar tools but also in exploring whether unrelated products could offer useful solutions or inspiration.
GRATE
Customers can only rate servers using a star system.
Ratings are visible publicly, while comments are sent directly to the manager.
This approach allows for more detailed and constructive feedback, making it more directly beneficial to the server.
Customers can only rate servers using a star system.
Ratings are visible publicly, while comments are sent directly to the manager.
This approach allows for more detailed and constructive feedback, making it more directly beneficial to the server.
Google opinion rewards
Users complete surveys for compensation via the Google Play store.
This method provides a foundation for customer-facing interactions.
It leverages a familiar platform that can effectively track dining locations.
Users complete surveys for compensation via the Google Play store.
This method provides a foundation for customer-facing interactions.
It leverages a familiar platform that can effectively track dining locations.
rate my professor
A platform where students can publicly review college professors for the benefit of their peers.
The rating system extends beyond stars, incorporating predetermined categories and tags.
A platform where students can publicly review college professors for the benefit of their peers.
The rating system extends beyond stars, incorporating predetermined categories and tags.
Users build and refine their personal profile using a metered "strength" system.
Offers more grading options compared to a traditional star system.
Users build and refine their personal profile using a metered "strength" system.
Offers more grading options compared to a traditional star system.
ideation
Based on the information I had gathered, I began to get a sense for the direction of the concept.
I explored various methods for reviewing and providing feedback, focusing on feedback directed at an individual rather than a public forum.
I experimented with different layouts, rating systems, surveys, meters, and sliders, ultimately settling on a combination of inputs including trait selection and yes/no questions.
Based on the information I had gathered, I began to get a sense for the direction of the concept.
I explored various methods for reviewing and providing feedback, focusing on feedback directed at an individual rather than a public forum.
I experimented with different layouts, rating systems, surveys, meters, and sliders, ultimately settling on a combination of inputs including trait selection and yes/no questions.
early user flows
These user flows and journeys underwent multiple iterations. I began by sketching them out and made revisions as I brainstormed and uncovered new insights.
These user flows and journeys underwent multiple iterations. I began by sketching them out and made revisions as I brainstormed and uncovered new insights.
preliminary sketches
As the concept developed, I started with low-fidelity sketches to get my initial interface-based ideas on paper (literally). I explored a couple different versions of each scenario until they felt successful and cohesive.
As the concept developed, I started with low-fidelity sketches to get my initial interface-based ideas on paper (literally). I explored a couple different versions of each scenario until they felt successful and cohesive.
paper prototype
After many iterations of sketches, I created a paper prototype that featured a more complex design, multiple UI options and several scenarios in order to officially test the concept and gather user feedback.
After many iterations of sketches, I created a paper prototype that featured a more complex design, multiple UI options and several scenarios in order to officially test the concept and gather user feedback.
user testing
Confirming that the concept was on the right track but needed refinement, user testing provided the feedback necessary to advance the design process. The bullet points below outline key quotes, insights, and decisions made following the testing phase.
Confirming that the concept was on the right track but needed refinement, user testing provided the feedback necessary to advance the design process. The bullet points below outline key quotes, insights, and decisions made following the testing phase.
What happens if the server wants to review as a customer?
Customers could potentially access their interface via Google Maps or Opinion Rewards, offering a more seamless and convenient experience with added incentives.
Servers have their own standalone mobile app that integrates with the customer-facing experience. This allows servers to receive feedback and review other servers as well. Users are not limited to a single role.
What happens if the server wants to review as a customer?
Customers could potentially access their interface via Google Maps or Opinion Rewards, offering a more seamless and convenient experience with added incentives.
Servers have their own standalone mobile app that integrates with the customer-facing experience. This allows servers to receive feedback and review other servers as well. Users are not limited to a single role.
What happens if the server wants to review as a customer?
Customers could potentially access their interface via Google Maps or Opinion Rewards, offering a more seamless and convenient experience with added incentives.
Servers have their own standalone mobile app that integrates with the customer-facing experience. This allows servers to receive feedback and review other servers as well. Users are not limited to a single role.
What happens if the server wants to review as a customer?
Customers could potentially access their interface via Google Maps or Opinion Rewards, offering a more seamless and convenient experience with added incentives.
Servers have their own standalone mobile app that integrates with the customer-facing experience. This allows servers to receive feedback and review other servers as well. Users are not limited to a single role.
What if your server doesn't use the app?
"Only prompt the customer for feedback if their server uses the app."
How does it determine this?
"Receipts track server names. Google tends to know your credit card information and potentially bank account. What if it could know the server's name based on your online receipts?"
Make sure to inform customers before they start the survey that their feedback will be sent directly and privately to their server.
What if your server doesn't use the app?
"Only prompt the customer for feedback if their server uses the app."
How does it determine this?
"Receipts track server names. Google tends to know your credit card information and potentially bank account. What if it could know the server's name based on your online receipts?"
Make sure to inform customers before they start the survey that their feedback will be sent directly and privately to their server.
final user flow
I used the feedback from user testing to finalize the user flow, incorporating scenarios for both customers and servers.
I used the feedback from user testing to finalize the user flow, incorporating scenarios for both customers and servers.
wireframes
I used Sketch to create mid-fidelity wireframes based on the paper prototype, user testing results, and the finalized user flow.
I used Sketch to create mid-fidelity wireframes based on the paper prototype, user testing results, and the finalized user flow.
