Legal Removals tool & Chrome extension | Sr. Interaction Designer & Design team lead
Mental wellness, the future of the Legal Removals experience
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I joined Google in 2021, and landed on the Content Enforcement Legal Removals Engineering (CELRE) team. They build the tools that help Google products, like Search and others, stay safe and legal by being the tool for agents to remove content when needed. My job was to take an 11yr old engineering led product, which processed ~500 million URLs in 2021, and envision what the future experience would be based on the unsatisfactory CSAT responses we were getting year over year, high agent attrition rate due to agent wellness and burnout, and the lack of trust in the product from customers. Within 2 months, I had stakeholder buy-in for the new direction (Moana 2.0) based on feedback, a roadmap which included an immediate low-cost enhancement (Lilo 1.5), and by mid 2022 launched a chrome extension version that reduced overall turnaround time in LRT to first legal decision by ~59%, or 48 hours.
Critical challenge
How might we envision a better future for the agent experience, focusing on key functionality and agent wellness, while delivering immediate impact with the least amount of effort, so that UX can continue to build trust with our customers and partner teams.
What I loved about this project
Building trust and partnerships was the main challenge here. Coming onto this team I was warned about certain walls that existed and relationships that were too hard to mend. For me, that’s where I excel! UX isn’t just about artifacts to be developed, it’s also about your connection to the world around you. I love breaking down silos, and becoming friends with people who are labeled “unfriendly”. Creating an experience for a team to thrive, feel safe, and be open can be magical. We had to take care of our internal team wellness just as much as we did our users wellness in the product. I was able to nourish a collaborative environment for the product team, stakeholders, and actual users to be open and co-create bi-weekly. This helped us to get to market faster as well as stock our shelves with lots of idea potential.
The other thing I really enjoyed about this work was the challenge of taking highly legal and sensitive work that can cause mental exhaustion and creating a product which focuses on health and wellness for the user. This was achieved by creating a design language that was calm, playful, and dedicated to helping an agent not only achieve their goals, but also allowed them space throughout the day to take productive breaks.
Key contributions
Strategy, design team lead, design execution, branding, workshopper
Outcomes
Within two months, I secured stakeholder buy-in for Moana 2.0 based on user feedback. Following our research-driven roadmap, we launched the low-cost Legal Removals tool (Lilo 1.5) in about six months with minimal workflow and front-end updates. The tool had lacked UX input for 11 years. By mid-2022, we launched a Chrome extension that cut LRT’s legal decision time by ~59% (48 hours). I also co-created Google’s content moderation design language, “Prisma,” improving UX for ~13 product areas through unification agent experiences and prioritizing agent wellness.
