Google Cloud
As cloud computing becomes increasingly vital for businesses of all sizes, the ability to effectively monitor and manage virtual machine health is paramount. Google Compute Engine, a leading cloud platform, lacked a native solution for users to gain comprehensive insights into their VM performance. This reliance on external tools created a fragmented workflow and potential cost inefficiencies for Google Cloud customers. Recognizing this challenge and the opportunity to enhance the user experience, we embarked on a mission to design and integrate a robust VM health monitoring solution directly within the Google Compute Engine platform.
The problem
Google Compute Engine users lacked a clear and integrated way to monitor the health and performance of their virtual machines (VMs). This critical information gap forced them to rely on external, third-party tools, creating a fragmented workflow and potential cost inefficiencies.
The opportunity
Research revealed a strong desire among Google Cloud customers for a comprehensive overview of their VM fleet's performance. This presented a valuable opportunity to enhance the Google Compute Engine platform by providing integrated health monitoring tools, empowering users with actionable insights and a streamlined experience.
The obstacles
Seamlessly integrating new health monitoring features within the existing Google Compute Engine interface presented a multifaceted challenge. This required not only careful consideration of user experience and technical feasibility, but also effective data visualization of complex VM performance metrics.
My role
As the product design lead for Google Compute Engine, I spearheaded user experience efforts for high-profile customer-facing features that generated hundreds of millions in annual revenue. This leadership role involved guiding design strategy, overseeing a team of designers, and collaborating closely with product management and engineering to deliver impactful solutions that met both user needs and business objectives.
The research
To gain a deeper understanding of user needs and pain points within Google Compute Engine, I conducted extensive research, including direct conversations with cloud customers and active monitoring of GCE user forums. This multifaceted approach revealed a crucial insight: customers expressed a strong desire for a comprehensive view of their virtual machine fleet's performance. They needed this holistic perspective to effectively troubleshoot issues and take proactive measures to optimize their cloud infrastructure.
The CUJ sprint
To effectively address the identified challenges and opportunities, we conducted a focused CUJ design sprint. This intensive workshop brought together a cross-functional team of designers, engineers, product managers, and researchers to collaborate and accelerate the solution development process. During the sprint, we engaged in a series of activities aimed at deeply understanding user needs, brainstorming innovative solutions, and rapidly prototyping designs that effectively addressed the identified problems.
Prioritizing the experience
To ensure the timely delivery of a Minimum Viable Product (MVP), I collaborated closely with various product teams. This involved carefully evaluating potential features, considering factors such as user needs, technical feasibility, and strategic alignment. Through this collaborative process, we prioritized the most essential functionalities for the initial release, enabling us to deliver a valuable and impactful solution to users quickly.
Designing the experience
The team developed a new user experience for monitoring the health of virtual machines (VMs). Its visualization patterns were so effective that they were adopted by the Material team and integrated into other Google products.
The results
The impact of the VM health monitoring solution was significant. We observed a 37% reduction in customer service cases related to VM performance issues, indicating improved user satisfaction and reduced support burden. Additionally, customer sentiment surveys showed a 14% increase in positive sentiment specifically regarding VM reliability. The product's success and value proposition also translated into tangible business outcomes, generating over $25 million in yearly revenue through successful sales to VM customers.