Design

Chat Launch

Hangouts Chat was built to improve team collaboration, and compete with Microsoft Teams and Slack.

Overview

Challenge

Chat was missing a clear strategy, team alignment, and critical functionality resulting in delays, and an underwhelming MVP.

Solution

The team launched to general market on-time, feature complete. It was G- Suite’s first GDPR compliant, Gar4 accessible launch.

Material 1 Chat Page Example ScreenshotMaterial 1 Team Room Threads Example ScreenshotMaterial 1 Direct Message Chat Room Example Screenshot

Learnings

Alignment

Our product and marketing teams were siloed and required new operating rhythms to align positioning and launch messaging.

Team Engagement

The team was reorganized from a command-and-control structure to squads, which increased autonomy and satisfaction 30% in six months.

Material 2 Design System

We updated Chat’s design system from Material 1 to Material 2.

Overview

Challenge

Material 1 failed Google’s new accessibility requirements, and the Material 2 spec was missing several enterprise patterns.

Solution

We partnered with the Material team to update Chat, and contributed new patterns to G Suite United.

Density

We added type density controls and new material guidelines for email and chat products.

Certification

We improved delivery accuracy and velocity with Material training and certification. We held bi-weekly design crit with the Material team to review new features, patterns, and issues.

Impact

12.7%

Increased Customer Satisfaction

25.3%

Decrease in Dissatisfaction

Chat Features

animation of teammates reacting to a message

Reactions

Our team designed new G Suite patterns like reactions, smart replies, and a skin tone picker.

animation of teammates using smart replies

Artificial Intelligence

We launched new AI features like smart replies, bots, and used calendar signals to sync working hours, do not disturb, and status.

animation of teammates reacting to a message

Reactions

Our team designed new G Suite patterns like reactions, smart replies, skin tone picker.

animation of teammates using smart replies

Artificial Intelligence

Our team launched new AI features like smart replies, bots, and used calendar signals to sync working hours, do not disturb, and status.

Chat in Gmail

We integrated Chat’s new functionality and Material 2 design in Gmail to improve bundled communication.

Main Content Pane

We integrated chat messages and rooms in the main content pane, making all messages a 1st class experience.

Feature Parity

We added new features, sunset old features to improve interoperability between Hangouts Classic and Chat.

Learnings

Create <> Collaborate

G Suite was 1st to combine communication and collaboration in the same surface to improve context, and reduce latency.

Team Experience

We added experts in enterprise software, communication tools, and behavioral economics to yield innovative outcomes.

PainScale

PainScale launched in 2017 to capture, qualify, educate, and connect pain patients with doctors that implant Spinal Cord Stimulators (SCS).

Overview

Challenge

Spinal cord stimulation (SCS) is an invasive surgery with low awareness for chronic pain patients. The business goal was 3x return on investment in 24 months. 

Solution

Patients are captured and qualified with digital advertising, and use PainScale to learn about different treatments, and track their health for their doctors.

Screenshot of body pain identification in PainScale app
Screenshot of insights tab in PainScale app
Screenshot of content calendar in PainScale app
Screenshot of pain report in PainScale app

Impact

100k+

Happy Customers

4.5★

Apple & Play Store Ratings

3 yrs

Best Fibromyalgia App Healthline

50%

of the team was acquihired by Boston Scientific

Boston Scientific Design System

Pave updated Neuromodulation’s design system to improve UI consistency, accessibility, and product delivery speed.

Overview

Challenge

Individual product teams designed & engineered their products independently, and as the portfolio grew, the design & technical debt led to an inconsistent experience, and reduced team delivery speed.

Solution

We designed Boston Scientific’s
1st design system to standardize their software design, fill any gaps, and update the UI kit with lightweight documentation. 

Design Principles

On Brand

We aligned the visual design to the company values and existing brand.

Accessible

We optimized for patients with chronic pain and visual impairments.

Extensible

We added missing styles, components, states, patterns, principles, and an illustration kit to support future use cases.

Impact

Aligned

18

Employees
Delivered

Project

1 quarter

Dronie

We filmed customer dronies, published them on Twitter and Vine, and they were promoted by global advertising and technology news outlets.

Impact

30x

Return on Investment

2.4%

Stock Increase

LIVE Stories

We created content playlists for every brand that included Cannes and World Cup news, best-in-class ads, and relevant brand interests.

Impact

40%

Improved Satisfaction for Sales and Customers

World Cup LIVE

We created a World Cup experience for our global customers to catch up on scores, highlights, and memes.

Wine & Vine

We hired the social media magician, Zach King, to create a celebration video for every Cannes winner.

Impact

5x

Return on Investment

Twitter Design System

We refreshed the marketing style guide and improved design consistency, delivery velocity for 1000+ marketing assets every year.