Google Cloud's customer experience spanned thousands of touchpoints across documentation, console, billing, and procurement, hitting a global audience with different mental models, different procurement realities, and different fluencies in cloud architecture. Internal teams were each solving slices.
I came in as a Product Design Consultant to redefine the customer experience at the level of cross-cutting workflows. The work was service-design-led: orchestrating cross-functional teams, mapping journeys end-to-end, and reducing complexity for diverse global audiences. Less about pixels, more about which decisions sat where in the system.
Redefined customer experience patterns for Google Cloud, simplifying complex global workflows and aligning cross-functional teams against a shared service-design baseline.
Customer experience improvements delivered into the Google Cloud product surface. Cross-functional alignment on the workflow patterns that mattered to enterprise customers.