Google hired Wayne to lead Hangouts Chat design, envision a bundled communication experience, and improve cross functional collaboration.

Chat Launch

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. This resulted in delays, and an underwhelming MVP.

Solution

The team launched to general market on-time, feature complete. It was G Suite’s first launch that was compliant for general data protection (GDPR) and Google level 4 accessibility (GAR4).

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

Design System

We updated Chat to Material 2 design.
Material 1 screenshot
Material 1
Material 2 screenshot
Material 2

Impact

12.7%

Increased Customer Satisfaction

25.3%

Decrease in Dissatisfaction

Chat Features

We launched new features across Workspace products.
animation of teammates reacting to a message

Reactions

We designed patterns like reactions, smart replies, and a skin tone picker.

animation of teammates using smart replies

Artificial Intelligence

We launched smart replies, bots, and used calendar data for user 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 features into Gmail to improve bundled communication.

Learnings

Create <> Collaborate

G Suite was the first to combine communication and collaboration in the same surface which improved context and reduced latency.

Team Experience

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

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