During my time at Google, we partnered up with Enjoy, a service for premium product delivery and setup by an Expert, in order to offer customers a white-glove experience with their new Google Hardware purchase.

Since Enjoy isn't a Google-owned brand and their Experts would be the ones representing Google at the time of delivery and setup, my first challenge as a service designer was to craft an end-to-end customer experience that was aligned with and representative of our brand values at Google.
Additionally, I was tasked with designing a customer experience that met the customer and business needs.

The design work I did when outlining what the customer experience should be when Enjoy experts deliver and setup our Google products was two-fold: design what the brand strategy and experience should be, and operationalize that vision.

Designing the brand strategy and experience vision

I began by conducting stakeholder interviews of the product managers (PMs) and product marketing managers (PMMs) for the hardware products that would be a part of the Enjoy delivery and setup partnership. Additionally, I interviewed stakeholders from the product support teams in order to understand the key features, specs, marketing and educational content needed for each hardware product. It was imperative that the content highlighted in Enjoy deliveries was aligned with our branding at Google hardware. I proceeded to synthesize the content from these interviews into storyboards to illustrate what the brand and experience should be for each product delivery and setup.

The customer need from Enjoy experts at the time of delivery and setup is to feel comfortable, empowered and knowledgeable about their new product. Since coupling the customer and business needs was imperative for a successful partnership, the storyboards were reviewed by the right teams before moving forward with the design.

Operationalizing the experience

The next step after approval for the storyboards was creating service blueprints for each experience. The knowledge gathered from these service blueprints would then equip the Enjoy team with everything they'd need in order to implement the desired customer experience. From the tools the Experts needed, to training, marketing material, collateral, artifacts and more - these service blueprints were meant to be used as a standalone medium that the Enjoy team (including the Experts) could use at any and all times to deliver the customer experience.

From there, I synthesized and shared the training material as well as delivered continuous workshops, sprints ridealongs, and mock visits in order to materialize the blueprints into the successful reality that the Google x Enjoy partnership flourished into.