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:
Create a mobile-friendly design of the Fiber userflow within the current (2014) framework and design language.
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:
Over a year after my internship ended, I get some delightful news from my summer host.
I guess that's how it is to ship things!