SK@sarahknotz.com

Google User Care

An illustrated slide: a woman standing on a tablet beside the words This is about people, not products.

Overview

Illustrations and training materials to help Google’s User Care team deliver more effective customer service interactions.

Senior Designer · Illustration and training materials

Three cards: personas for Mary Grace, a call center agent, and Edward, a QA coach, each with goals and challenges, and a framework of behaviors grouped under Listen, Ownership and Voice

Personas of a call center agent and a quality coach captured the goals and pressures behind each call, alongside a framework of the behaviors the training would build.

Nine illustrated training slides, including Set Goals, Name that emotion, a first call scenario and Evaluate a Call Individually
Five people around a meeting table with a call scenario slide on the screen behind them

The training deck moved between short lessons and activities, such as naming a caller's emotion and working through call scenarios.

Two Emotional Journey Mapping worksheets, one filled in by hand, with a row of emotion faces from happy to angry

An emotional journey mapping worksheet let participants chart how a caller's feelings shift over the course of a call.

Two printed guides: best practices with emotional states and how to respond, and a checklist for the beginning, duration and end of a call

Printed guides summarized best practices for the beginning, duration and end of a call, and how to respond to each emotional state.

A set of emotion cards paired each state with guidance on how to respond when a caller sounds that way.

Outcome

The materials became part of User Care's agent training.