As part of Google’s recruitment process in 2018, I was asked to perform a timeboxed design exercise. My task was to spend 8 hours on an experience where diners can submit ratings and constructive suggestions for the wait staff. Having had excellent results with a similar assignment, I decided to timebox the following design process components: Ideation, Discovery, Sketch, Design, and Presentation.
Although I explored a range of solutions, I opted for a direct, smart, and discreet flow that focuses on the service, capitalizes on the diner’s experience, and allows for a financial incentive for completing a review.
Since reviews would be emotionally and financially motivated, I wanted to protect against abuse through a strict code of conduct, with reviews being automatically authenticated through a unique QR code or text message. This way, I would be able to achieve a balance in success metrics between conversion and trust and a solution that builds on and adds additional value to existing Google products and services.
By opting for a streamlined initial offering that is intuitive, useful, affordable and secure, we would also be able to reduce the user’s cognitive load to ensure that their attention wouldn’t be spent on elements that won't help them achieve their goal, submitting ratings and reviews for the wait staff.
Ultimately, everyone would win because of this initiative: 1) Managers would get better insight, customer satisfaction, and responsive servers. 2) Servers would receive valuable feedback that will help them provide better service, receive greater tips, and be able to share their verified ratings and reviews with future employers. 3) Diners would have the opportunity to extend well-deserved praise, offer constructive criticism, and help the restaurant improve the dining experience; and 4) Google would gain valuable insights and recognition based on this data.
Long story short, I had nothing but a great experience with the recruiters and hiring team at Google, and although both the Google Assistant and Identity teams were interested, I chose not to follow through as I would have to be apart from my wife and kids for over a year due to prior commitments.