Chat Launch
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 GDPR compliant, Gar4 accessible launch.



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
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 updated type density 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%
25.3%
Chat Features

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

Artificial Intelligence
We launched new AI features like smart replies and bots, and also used calendar signals to indicate status of activity.

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

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
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 and sunset old features to improve interoperability between Hangouts Classic and Chat.
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.