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UX Research Associate

Company: Randstad Technologies
Location: Mountain View
Posted on: November 19, 2021

Job Description:

job summary:Project Overview:

  • This project will help address one of the main areas of friction for addressing more user harm from Google Play apps. SDKs are a large and common vector of abuse in an app - and when the risk team detects SDKs causing harm, they then work to remediate and enforce on this harm. The remediation and enforcement process includes warning app developers of the SDK issue, recommending they move to compliance, and then removing or suspending apps that continue to be violating policies. The challenge is that the appeals team in their current process, is limited by capacity to handle appeals from 4-6K app removals each month- which is a hard limitation to acting quickly and in bulk on the harm that we see. If, for example, an SDK's app impact is 25,000 apps - we are not able to action on these at once or together in a consistent way as we are constrained in time by the appeals capacity. The hypothesis is that there are low hanging fruit wins that can be addressed in the current appeals process to unlock appeals bandwidth in the short term. There is also an opportunity to understand what other painpoints are that can be addressed (in the longer term) with engineering (tooling) support. We are asking for a UXR resource that can work alongside the Appeals team to identify these painpoints and suggest opportunities. This is critical for short term velocity and impact - there is no resource in the Appeals team available for this work (they are all responding to and managing appeals). Overall Responsibilities: Phase 1a (7 mo discovery for 1a and 1b)
    • Shadow appeals agents
    • Map out the user flow of the main uses cases / problems that bring app developers to appeal (related to an SDK issue). Start from the Play developer console experience
    • Root cause study of the issues (appeals are the symptoms). This includes detailed analysis upstream, such as:
      • How to provide sufficient information to developers upon enforcement so that developer can self-fix the issues without coming to appeals (eg. what information is missing for dev to self-fix issues?)
      • How to increase the awareness of SDK violations so that developers are aware that they are required to make fixes while they are not intentionally violating policies
      • How to effectively warn developers so that they fix issues in advance to the enforcement
      • How to educate developers on technical details (eg. need to roll out updated APK at 100% to deactivate non-compliant APK) Phase 1b:
        • Capture opportunities for other appeals workflows Phase 2 (5 mo review of impact)
          • After some changes have been implemented, do continuous analysis of the impact and additional areas for improvements
          • Compare the original user flow to the new user flow across main use cases
          • Do a comparison study of metrics
          • Identify additional opportunities for improvement or adjustment *Note that if there is bandwidth available, we will also ask UXR to focus on opportunities on handling partner apps within this flow (as a specific use case). Top Daily Responsibilities:Synthesizing user flow + pain points Identifying and testing risky assumptionsSkill/Experience/Education Mandatory
            • Degree in related field
            • 4+ years of experience in UX Research
            • Experience in both qualitative and quantitative UX research (qualitative being most important)
            • Experience in a product organization
            • Portfolio experience in user flows that are in operations
            • Must be okay with meetings during APAC time zones at least 2-3 days per week. The rest of the time will be regular working hours in their local time zone for analysis/reporting work. Desired
              • Knowledge about the app ecosystem and app lifecycle
              • Experience with Google's products
              • Experience with customer service products
              • Can talk to Product, Operations, and Engineering teams

                location: Mountain View, Californiajob type: Contractsalary: $40 - 61 per hourwork hours: 8am to 5pmeducation: Bachelors

                responsibilities:
                • In the user flow, identify the friction areas and the business impact of these friction areas (# staff involved, time to Google and to the app developer, resolution success)
                • Size (relatively) and prioritize amongst these use cases
                • Identify opportunities / potential solutions for the main friction points
                • Summarize (separately): a) the edge cases for awareness and b) opportunities for tooling

                  qualifications:
                  • Experience level:
                  • Education: Bachelors skills:
                    • Ux

                      Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

                      Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

                      We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. - provided by Dice

Keywords: Randstad Technologies, Mountain View , UX Research Associate, Other , Mountain View, California

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