Google Fiber Mobile Web

A significant number of visits to the Google Fiber website comes from a mobile device, yet the current site design does not accomodate mobile layouts. A non-responsive site results in poor information hierarchy and interaction flows on mobile.

As the UX Design intern on Google Fiber Subscriber Services team in summer 2014, my goals were to:

  1. Create a mobile-appropriate design within the current design and engineering framework
  2. Develop and deliver design concepts, iterations, and final mock-ups
  3. Work with Fiber user researchers to conduct a usability study to validate design direction
  4. Integrate feedback from cross-functional stakeholders (Product, Marketing, Engineering)

A comparison of the existing desktop site and current mobile rendering. Surprisingly, a large number of users still complete the sign-up flow on mobile.

Challenge

Create a mobile-friendly design of the Fiber userflow within the current (2014) framework and design language.

Design methods
Role

UX Design Intern

After mapping out the user flow for 40+ UI states that includes homeowners, apartments, and small businesses, I tackled the main use case: a customer at a Fiber-eligible home address wants to sign up for Google Fiber. A simplified flow is shown below:

Fiber is based on a build-on-demand business model, meaning that a certain number of customers in a certain neighborhood need to sign up before construction starts. Due to the delays and uncertainties, it is important for us as the designers to communicate the wait time in order to set the right expectations. The desktop website does this very well, but the layout is not an economical use of mobile screen real estate.

After a user checks their address, we can give them catered information regarding their sign-up, eligibility, and deadline status, in the form of these content boxes:

Through an iterative design process, stakeholder feedback, an interactive prototype essential for user testing, and co-conducting cognitive walkthroughs with a Fiber user researcher, I was able to meet the following mobile design goals:


It has been a great adventure, and my main takeaways from the internship are:

  1. Details and consistency counts, in particular when presenting to stakeholders and non-designers.
  2. User research is invaluable to the design process, especially when trying to not fall into the-designer-as-the-user trap.
  3. A well-documented design process is key to successful teamwork and collaboration.