The Google design, turned up a notch

This week we introduced our latest update to search, and I wanted to share a bit of our thinking on the design team. In short, we tried to take all the things we strive for at Google and make them better: powerful technology, snappy results, simplicity and a fun and quirky personality. Our goal was to take a design known by millions of people and make it better. As a designer, it’s hard to think of a more exciting challenge.

During our process we focused on people’s rising expectations for search. As the web has evolved over the past decade, people have been typing more sophisticated searches and seeking out specialized search tools to match. To keep pace with rapid change online, we have teams of engineers working across Google to develop new ways to present and refine search results. Our central challenge with our latest redesign was to figure out how to squeeze all these tools and technologies into a single page.

A common way to expand the flexibility of a website has been to add a left-hand panel of links, often referred to by designers as a “left-hand nav.” We’ve been creating mocks of left-hand panels since the earliest days of Google and have tested these designs with users as far back as 2006. Overall, we’ve found they can provide a great way to navigate without getting in the way of the main content, but they can also be distracting. Our users want more powerful tools, but they also want the simplicity they’ve come to expect from Google.

As a first step towards finding that balance, we introduced the Search Options panel last May, including a toggle to open and close. This way we could quickly try out new search tools, such as refinements by time and content types. Using the lessons from Search Options, designers, researchers and engineers worked side-by-side to explore a vast array of possibilities for a permanently open panel of search tools. We made hundreds of prototypes and gathered feedback from user studies, Googlers and through experiments — including one of our largest visible experiments ever. In the end, we came up with a design that provides dynamic, relevant search tools on the left, while lightening and updating the aesthetics all around. Here’s a picture of the Search Options panel (left) and our new results page (right):

We knew that adding a left-hand panel would inevitably add some weight to the results page, so we took a number of steps to lighten other aspects of the design. The overall visual redesign started with the Google logo. Here’s an image comparing the old logo (top) and the new logo (bottom):
The new logo is lighter, brighter and simpler. We took the very best qualities of our design — personality and playfulness — and distilled them. The logo was the foundation for new icons and hundreds of tiny alterations designed to accommodate and seamlessly integrate the expanded functionality of the left-hand panel. For example, we lightened up the footer at the bottom of the page by removing the blue shading and the underlines on the links, lightening the color and expanding the search box. Here’s a picture of the old footer (top) compared with the new (bottom):

While I’m very happy about our latest improvements, a designer's work is never done. We’re already testing additional refinements and we'll continue to listen to all of you as we work to continue making search better.

If you’re curious, here are some of the other design prototypes we tried (you might have to click to magnify some of these images):

1. Blue homepage: We’ve always had a strong affinity for blue — after all, blue is usually the color of web links, so it binds the web together. It became the basis for many designs.
2. Blue button: The big blue button made it all the way to our first external experiment, where it was promptly rejected by users. We heard you loud and clear and changed the button in the next round.
3. Universal bars: This design emphasizes different types of results with labeled blocks in the main results pane, such as books, news and shopping.
4. Blue results: This is one of the final blue designs we created and marks the point when we renamed the "Web" link to "Everything" — a label that gets closer to the intent of our mission to organize all the world’s information.

Posted by Jon Wiley, Senior User Experience Designer

Google’s coming to Austin for SXSW

Like many of you out there, we’re gearing up for the SXSW Interactive Festival, which starts tomorrow, March 12 in Austin, TX. In just a few short hours, dozens of Googlers and YouTubers will be descending on Austin for a packed weekend of panels, demos and parties. Of course, we’ve also got a few fun things up our sleeve:

• Representatives from Google and YouTube will be speaking on more than 20 panels on a variety of subjects, including open source, mobile, real-time communication and user experience design.
• At the Google booth, we’ll be doing demos on a wide range of products, including Google Maps, Blogger, Wave, Reader and YouTube, and sessions on building apps for App Engine, extensions on Chrome and accessibility APIs and hacks for Android.
• On Sunday, our all-day Hackathon will give you the chance to get your hands dirty and build applications using a variety of Google technologies. At the end of the day, we’ll award prizes, including Android phones, for the best apps.
• We’re sponsoring the festival’s first Mothers’ Room, where nursing moms can go for comfort and privacy.

Finally, we’ll be seeing you at as many parties as we can go to at one time, including Bikehugger’s Mobile Social, where representatives from the Google Maps team will be handing out schwag and dishing dirt on how they built bike directions, the Blogger/Reader party, where you’ll have a chance to chat with members of those teams about new features, and (last but not least) the SXSW Film Closing/Music Opening, co-sponsored by YouTube and VH1.

You can read more about all of the Google happenings on our SXSW website, and follow @googlesxsw on Twitter for last-minute updates and news from Austin. We can’t wait to hit the ground running (or biking), and we look forward to seeing you there!

Posted by Emily Wood, Editor, Google Blog and Twitter team

Understanding the web to make search more relevant

Last year at our second Searchology event, we announced Google Squared and Rich Snippets, two approaches to improve search by better understanding the web. Today, we're kicking off the new year with two improvements based on those technologies. First, we're applying the research behind Google Squared to add a new "answer-highlighting" feature to search, and second we're expanding Rich Snippets to include events.

Answer highlighting in search results

Most information on the web is unstructured. For example, blogs integrate paragraphs of text, videos and images in ways that don't follow simple rules. Product review sites each have their own formats, rating scales and categories. Unstructured data is difficult for a computer to interpret, which means that we humans still have to do a fair amount of work to synthesize and understand information on the web.

Google Squared is one of our early efforts to automatically identify and extract structured data from across the Internet. We've been making progress, and today the research behind Google Squared is, for the first time, making search better for everyone with a new feature called "answer highlighting."

Answer highlighting helps you get to information more quickly by seeking out and bolding the likely answer to your question right in search results. The feature is meant for searches with factual answers, such as [meet john doe director], [john lennon died], or [what was the political party of president ford]. If the pages returned for these queries contain a simple answer, the search snippet will more often include the relevant text and bold it for easy reference.

Consider the example, [empire state height]. The first search result used to look like this:

With today's improvements, the answer —1250 ft, or 381 m — is highlighted right in the search result:

This kind of quick answer only makes sense for certain kinds of searches. For example, the answer to [history of france] can't readily fit in a search snippet. However, for the kinds of information you can easily put in a table, we've been able to take what we've learned from Google Squared to make search better for a wide range of queries. Answer highlighting is rolling out during the next couple days on google.com in English.

Rich Snippets for events

Sometimes the easiest way to understand somebody is by having a conversation. The web is similar. As much as we're happy with the progress we're making with Google Squared, we also appreciate that a great way to understand web pages is to simply ask webmasters to teach us (and other search engines) about their content. To that end, we continue to make improvements to our search results with Rich Snippets, enabling webmasters to annotate pages with structured data in a standard format.

So far we've launched improved search result snippets for reviews and people. When your search results contain web pages with review information, you might see the number of user reviews on the page and the average rating in the search result. When your search contains a public profile page about a person from a social networking site, you may see the person's location and occupation, or a list of her friends.

Today, we're announcing support for a new Rich Snippets format for events. The new format improves search results by including links to specific event names, dates and locations. Here's an example of a new event result from livenation.com if you search for [irving plaza]:


The new result format provides a fast and convenient way to identify pages with events and click directly to the ones you find interesting. If you're into Hip Hop Karaoke, you can quickly find out when and where the next show is in Irving Plaza, and click for more info. We've been working with a few sites to ramp them up for our initial launch, but it will take time for other webmasters to start implementing the new markup. Check out our blog post on Webmaster Central for more details.

Posted by Kavi Goel and Noah Weiss, Product Managers

Go thataway: Google Maps India learns to navigate like a local

Have you ever been lost? Perhaps you missed a turn because a street sign was poorly labeled, hard to see in the dark, or just not where it should have been? These are problems we've all faced, but they're especially complicated in India, where street names are not commonly known and the typical wayfinding strategy is to ask someone on the street. Without road names, it's difficult to produce a set of directions that makes sense. Just take a look at this screenshot of Google Maps directions in India in 2008 and you'll get the picture:


To solve this problem, this week we launched an improvement to Google Maps India that describes routes in terms of easy-to-follow landmarks and businesses that are visible along the way. We gathered feedback from users around the world to spark this improvement to our technology, and we thought we'd give you a glimpse at our thinking behind this launch.

We knew from previous studies in several countries that most people rely on landmarks — visual cues along the way — for successful navigation. But we needed to understand how people use those visual cues, and what makes a good landmark, in order to make our instructions more human and improve route descriptions. To get answers to these questions, we ran a user research study that focused specifically on how people give and get directions. We called businesses and asked how to get to their store; we recruited people to keep track of directions they gave or received and later interviewed them about their experiences; we asked people to draw us diagrams of routes to places unfamiliar to us; we even followed people around as they tried to find their way.

We found that using landmarks in directions helps for two simple reasons: they are easier to see than street signs and they are easier to remember than street names. Spotting a pink building on a corner or remembering to turn after a gas station is much easier than trying to recall an unfamiliar street name. Sometimes there are simply too many signs to look at, and the street sign drowns in the visual noise. A good landmark always stands out.

We also discovered that there are three situations in which people resort to landmarks.

The first is when people need to orient themselves — for instance, they just exited a subway station and are not sure which way to go. Google Maps would say: "Head southeast for 0.2 miles." A person would say: "Start walking away from the McDonald's."

The second situation is when people use a landmark to describe a turn: "Turn right after the Starbucks."

The third use, however, is the most interesting. We discovered that often people simply want to confirm that they are still on the right track and haven't missed their turn.

Giving people this sense of confidence while they explore an unfamiliar territory became one of the goals of our redesign. Over the course of several months, the team brainstormed various ways of presenting the information contained in Google Maps in a way that would be useful for people. We then settled on a design that added some landmarks to describe the turns and confirm the route.


The next step was to put this design to a test with drivers in Bangalore, India. The results were eye-opening. While we were on the right track with introducing landmarks, we still relied on street names too heavily. Drivers wanted more confirmation. They wanted to compare what they saw on Google Maps with what they saw from the driver's seat, every step of the way.

We added more landmarks along routes and reduced the visual prominence of street names, and the result was our final design:


Now Google Maps India gives you directions like a local would. Happy wayfinding!

Posted by Olga Khroustaleva, User Experience Researcher, Google Maps

Transliteration goes global

Most of us use a keyboard to enter text; it's one of the most basic activities we perform on a computer. However even this simple activity can be cumbersome in many parts of the world. If you've ever tried to type in a non-Roman script using a Roman keyboard, you know that it can be difficult to do. Many of us at Google's Bangalore office experienced this problem firsthand. Roman keyboards are the norm in India, making it difficult to type in Indian languages. We decided to tackle this problem by making it very easy to type phonetically using Roman characters and we launched this service as Google Transliteration.

Using Google Transliteration you can convert Roman characters to their phonetic equivalent in your language. Note that this is not the same as translation — it's the sound of the words that are converted from one alphabet to the other. For example, typing "hamesha" transliterates into Hindi as: , typing "salaam" transliterates into Persian as: and typing "spasibo" transliterates into Russian as . Since our initial launch for a single Indian language, we've been hard at work on improving quality, adding more languages and new features.

Today we are pleased to introduce a new and improved version of Google Transliteration, available in Google Labs or at http://www.google.com/transliterate.

In this new version, you can select from one of seventeen supported languages: Arabic, Bengali, Greek, Gujarati, Hindi, Kannada, Malayalam, Marathi, Nepali, Persian, Punjabi, Russian, Sanskrit, Serbian, Tamil, Telugu and Urdu. You can also compose richly formatted text and look up word definitions with our dictionary integration. If the default transliteration is not the word you wanted, you can highlight it to see a list of alternatives. For even finer-grained control, we provide a unicode character picker to allow character-by-character composition.

Google Transliteration is integrated into several Google properties and we have an API and bookmarklets to extend this capability to other websites. A solution we initially built to solve a problem we saw here in India is now being used in many other parts of the world as well - one small example of the scale and leverage that technology can bring in today's increasingly globalized environment. As with all labs products, we will continue to improve the technology and try out new features. We would love to hear from you, so do let us know what you think.

Posted by Nilesh Tathawadekar and Mohammed Aslam, Software Engineers

New site hierarchies display in search results

Google usually shows a green web address, or URL, at the bottom of each search result to let you know where you're headed. Today we're rolling out an improvement that replaces the URL in some search results with a hierarchy showing the precise location of the page on the website. The new display provides valuable context and new navigation options. The changes are rolling out now and should be available globally in the next few days.

Some web addresses help you understand the structure of the site and how the specific page fits into the site hierarchy. For example, consider a search for the biography of Vint Cerf (Google's Internet Evangelist). The URL for one result, "www.google.com/corporate/execs.html," shows that the page is located in a page about "execs," under "corporate," which is on the "google.com" site. This can provide valuable context when deciding whether to click on the result.

Often, however, URLs are too long, too short, or too obscure to add useful information. For example, consider this result from ProductWiki for the query [spidersapien reviews]:

The URL of this result is "www.productwiki.com/spidersapien," which doesn't provide much additional information about the site or this result. Now take a look at the result with the new site hierarchy display:


The new text provides useful information about the page. You can tell that the ProductWiki site has information about many different products, organized in different categories, and you can even tell that Spidersapien is a robot toy. In addition, each phrase in the green line is actually a link. For example, clicking on "Toys & Games" takes you to ProductWiki's listing page for all toys, and clicking on "Robots" takes you to a list of their robot toys. This way if you realize that you're interested in a more general category than this specific product (there are a lot of cool robot toys out there) you can easily access information on broader topics.

The host and domain for the site (in this case www.productwiki.com) will always be shown, so you always know what website you're going to before you click. There's not always enough room to show the complete hierarchy, so sometimes we use ellipses to replace some of the intermediate levels, like in this result for [how to make granola]:


The information in these new hierarchies come from analyzing destination web pages. For example, if you visit the ProductWiki Spidersapien page, you'll see a series of similar links at the top, "Home> Toys & Games> Robots." These are standard navigational tools used throughout the web called "breadcrumbs," which webmasters frequently show on their sites to help users navigate. By analyzing site breadcrumbs, we've been able to improve the search snippet for a small percentage of search results, and we hope to expand in the future.

When we design the way results appear on google.com, our goal is to get you to the information you're looking for as quickly as possible. Sometimes that means improving how we represent websites, and other times that means giving you new ways to explore content. We're always happy when we can introduce a feature, like site hierarchies, that does both!

Posted by Harvey Jones and Daniel Rocha, Software Engineers, Result UI Team

Now S-U-P-E-R-sized!

Search, that is. For us, search has always been our focus. And, starting today, you'll notice on our homepage and on our search results pages, our search box is growing in size. Although this is a very simple idea and an even simpler change, we're excited about it — because it symbolizes our focus on search and because it makes our clean, minimalist homepage even easier and more fun to use. The new, larger Google search box features larger text when you type so you can see your query more clearly. It also uses a larger text size for the suggestions below the search box, making it easier to select one of the possible refinements. Over the past 11 years, we've made a number of changes to our homepage. Some are small and some are large. In this case, it's a small change that makes search more prominent.

Google has always been first and foremost about search, and we're committed to building and powering the best search on the web — now available through a supersized search box.

Before and after on Windows XP, running Google Chrome. Click on the image for a larger view.

Posted by Marissa Mayer, Vice President, Search Products & User Experience

Designing useful mobile services for Africa

Last week, we announced a suite of SMS services in Uganda, a country where someone's first experience of the Internet is far more likely to be on a mobile device rather than a PC. We are really excited about this project in part because it is the result of more than a year of true user-centered research and design. We knew we wanted to build useful mobile services tailored to the needs of people in sub-Saharan Africa, but how could we find out what people want from the Internet when they don't have access to it already? What would people who had never used search before want to search for if we gave them a mobile phone and said "Ask any question you like"?

In early 2008 we set out with colleagues from Google.org, Grameen Applab and MTN (a network carrier in Uganda) with this challenge in mind. Our research needed to be able to assess the feasibility of delivering information via mobile in Uganda as well as evaluate the content "appetites" of local people. Since no search engine existed for testing, we did the next best thing: We decided to mimic the experience of using a search engine using human experts.

First, we trained a multilingual team to act as user researchers in 17 carefully selected locations across the country. In each place, they introduced themselves to a cross section of people they met and invited them to participate in a free study that would help create useful services for Ugandans. If the person agreed, the researcher handed them a mobile phone and encouraged them to write a text message containing a question they wanted to know the answer to. (If people had their own phone, we reimbursed them with phone credit.) The text message was then routed to a control room we'd set up in Kampala where a human expert read the text message, typed a response, and sent it back via SMS to the person who asked the question. In the meantime, the interviewer observed and recorded the participant's user experience. This allowed us to record rich qualitative data from hundreds of interviews in just a few days, and to collect quantitative data from hundreds of search queries.

Trying mobile search for the first time

Last week's launch of SMS services in Uganda is the direct result of this research — it's based on listening to what people want and finding a way to get it to them. Our research enabled us to observe first-hand how people instinctively wanted to interact with a mobile phone. We let people select the language they wanted to use. We gained deep insights into the way people formulate their questions and what questions really matter to them. On top of that, we saw the excitement on people's faces when they got their first-ever search results, and we realized that some of the information we could deliver to these users, such as health information, has the power to truly change lives. These new services in Uganda are just one step on the path to providing information to people who have little or no access to the web. This research will help us as we continue to develop more services to increase access to information all around the world.

Posted by Sian Townsend, Mobile User Experience Researcher, and Charles Warren, Mobile User Experience Design Manager

The evolution of Gmail labels

I love labels in Gmail. Most email programs use folders, which only let me put mail in one place at a time. With labels, I can organize mail in multiple ways. Combined with filters to automatically label incoming messages, Gmail offers powerful ways to organize email.

When I joined the Gmail team, I was surprised to learn that only 29% of Gmail users had created any labels. At first, I thought perhaps conversation threading and search made the need to organize our mail less important. But when we talked to people who use Gmail, we got a different story. People often asked us to add folders to Gmail, assuming no system of organization existed. As one person said in a usability study, "What are labels... and where are my folders?"

We realized that if you didn't know about labels, it would be easy to assume Gmail had no way to organize your mail. Not only were "labels" unfamiliar, they were kind of hidden. So, we set out to make labels more accessible, as well as more powerful. Most of the changes have been in Gmail for a while, but we're adding some new features today. We thought you'd enjoy a peek at the method to our madness.

The first thing we did was make labels look more like the sticky notes you use in real life. Making the interface mimic things you interact with outside the computer can sometimes improve ease of use.


We also made it easier to remove a label from an open conversation:


Then we worked on the actions you take to apply and remove labels. Before, to put a label on a message, you had to look under "More actions> Apply label." Not only was this option hidden in a generic menu, but the language wasn't what people are familiar with when it comes to organizing mail. We explored several alternatives:

We also learned that if we made labels sound too much like folders, people got confused. For instance, while "Copy to" and "Add to" were easy to use, these terms made people think they were creating multiple copies of a message. "Move to" was familiar but didn't lead people to think they were creating copies. And people seem to have picked it up fast! Since the launch of the new menu buttons in March, we're seeing a 50% increase in new Gmail users trying labels in their first 2 weeks. And overall usage of the "Move to" menu surpassed that of the "Labels" menu within 7 weeks of launching:


For our latest set of changes, we looked at how you access labels on the left side. In other email applications, folders get the royal treatment and are given a seat at the top near your inbox. But in Gmail, labels were stuck in a box below Chat — almost like we were telling people, "you don't want to use these." In testing, we discovered that it worked best to remove the terminology altogether and just place custom labels right under the system labels (e.g. "Inbox"):

The last step was to add drag-and-drop. Now, you can drag mail into a label, or even drag a label directly onto a message:


Making it easier to process and organize your mail requires more than just labels, but we hope these changes start to improve the process. We have much more in store, so stay tuned and keep the feedback coming.

Posted by Michael Leggett, Gmail User Experience Designer

New logo look

You may have noticed new logos at the top of some of Google's web pages, including Google Labs, Google Moderator, and Google Code. These are the result of a new logo design we are rolling out. We hope this design freshens up our look as well as improves consistency and ease of use across our sites. Now, our product names will appear in clean, simple blue lowercase type alongside the Google logo as shown here:

Since the logos appear in many different locations and sizes on our websites, our new designs are standardized to be the same size and color wherever they appear. This should make it easier for you to recognize which site you are on and navigate to wherever you want to go. They are also consistent across all our international domains, which is especially helpful for people using right-to-left languages such as Arabic and Hebrew.

We are happy with this change since it will help us streamline our user experience. Count on seeing the new logos rolling out to Google Maps, Google News, Google Docs and more over the next few weeks.

Posted by Marissa Mayer, Vice President of Search Products and User Experience, and Jamie Divine, Senior Visual Designer

Eye-tracking studies: more than meets the eye

Imagine that you need a refresher on how to tie a tie. So, you decide to type [how to tie a tie] into the Google search box. Which of these results would you choose?


Where did your eyes go first when you saw the results page? Did they go directly to the title of the first result? Did you first check the terms in boldface to see if the results really talk about tying a tie? Or maybe the images captured your attention and drew your eyes to them?

You might find it difficult to answer these questions. You probably did not pay attention to where you were looking on the page and you most likely only used a few seconds to visually scan the results. Our User Experience Research team has found that people evaluate the search results page so quickly that they make most of their decisions unconsciously. To help us get some insight into this split-second decision-making process, we use eye-tracking equipment in our usability labs. This lets us see how our study participants scan the search results page, and is the next best thing to actually being able to read their minds. Of course, eye-tracking does not really tell us what they are thinking, but it gives us a good idea of which parts of the page they are thinking about.

To see what the eye-tracking data we collect looks like, let's go back to the results page we got for the query [how to tie a tie]. The following video clip shows in real time how a participant in our study scanned the page. And yes, seriously — the video is in real time! That's how fast the eyes move when scanning a page. The larger the dot gets, the longer the users' eye pauses looking at that specific location.



Based on eye-tracking studies, we know that people tend to scan the search results in order. They start from the first result and continue down the list until they find a result they consider helpful and click it — or until they decide to refine their query. The heatmap below shows the activity of 34 usability study participants scanning a typical Google results page. The darker the pattern, the more time they spent looking at that part of the page. This pattern suggests that the order in which Google returned the results was successful; most users found what they were looking for among the first two results and they never needed to go further down the page.


When designing the user interface for Universal Search, the team wanted to incorporate thumbnail images to better represent certain kinds of results. For example, in the [how to tie a tie] example above, we have added thumbnails for Image and Video results. However, we were concerned that the thumbnail images might be distracting and disrupt the well-established order of result evaluation.

We ran a series of eye-tracking studies where we compared how users scan the search results pages with and without thumbnail images. Our studies showed that the thumbnails did not strongly affect the order of scanning the results and seemed to make it easier for the participants to find the result they wanted.

The thumbnail image seemed to make results with thumbnails easy to notice when the users wanted them (see screenshots below — page with the thumbnail image on the right)...

Click the images to  view them larger.

...and the thumbnails also seemed to make it easy for people to skip over the results with thumbnails when those results were not relevant to their search (page with the thumbnail on the right).

For the Universal Search team, this was a successful outcome. It showed that we had managed to design a subtle user interface that gives people helpful information without getting in the way of their primary task: finding relevant information.

In addition to search research, we also use eye-tracking to study the usability of other products, such as Google News and Image Search. For these products, eye-tracking helps us answer questions, such as "Is the 'Top Stories' link discoverable on the left of the Google News page?" or "How do the users typically scan the image results — in rows, in columns or in some other way?"

Eye-tracking gives us valuable information about our users' focus of attention — information that would be very hard to come by any other way and that we can use to improve the design of our products. However, in our ongoing quest to make our products more useful, usable, and enjoyable, we always complement our eye-tracking studies with other methods, such as interviews, field studies and live experiments.

Posted by Anne Aula and Kerry Rodden, User Experience Researchers

New Google Help Forums

For the last few years, the Google Help Forums have been a great gathering place for users, developers, and anyone else who has an opinion about Google or its products. We've been taking stock of what you have to say, and we've been impressed by the hundreds of thousands of people who really understand our products and are willing to share their knowledge. It's because of experts like the orkuteers, Google Apps Power Posters, Webmaster Help Bionic Posters and many others that the forums are a great place for getting quality answers, reporting bugs, offering product suggestions and sharing tips and tricks.

To make it even easier to get you the right answers to your questions as quickly as possible and to spot the most helpful commenters, we are converting our forums to a new system designed to help, encourage and reward everyone who visits.

Some of the features include:

• improved search results, including posts from current and new forums

• the ability to designate especially helpful forum members as "Top Contributors"

• a reputation and ranking system

• the ability for users, Top Contributors and Googlers to mark questions as answered

• easier access to Help Center content

• expanded user profiles that highlight your forum activity

This video gives you a few more details on our latest changes:



A few products -- AdWords, AdSense, Android Market, Google Apps, Google Chrome and most of our Polish products -- have already switched to this system. Over the next several months, we'll convert more product Help Forums, initially in English and then in other languages.

If you have a question, bug report, suggestion, or just want to mix and mingle, we welcome you to "stop by" our forums. Googlers will check in from time to time to answer questions, listen to feedback, and highlight great responses and the people who provided them.

Posted by Katina Johnson, Google Help Team

The art of the field study

I'm Dan Russell, a member of the Search Quality team doing user experience research. This post is part of our ongoing series to talk about the Search Quality team at Google, showing a bit of what we do in the day-to-day course of improving the quality of the user experience.

The role of "user experience" research is to try and get the inside story on what people do when they search. We're constantly asking: What's the user's experience of search? What works and doesn't work for them? What are they looking for? What DO they want?

To understand the full richness and variety of what people do when they are using Google, we spend many hours in the field, watching people search and listening to what they say as they do this. We hear it when they're happy, and when they're terribly frustrated. And perhaps most importantly, we also pay attention to the things they don't say -- the inexpressible "gotchas" that slow users down or get in the way of their search.

It turns out that people are masters of saying one thing and doing another, particularly when it comes to nearly automatic behavior. We find that searchers often turn so quickly to Google that they don't really think too much about what they're actually searching for. It's surprising, but often we'll see people trying to find out something about a topic, but then never actually mention the topic itself. That is, there's often a big discrepancy between what they'll tell me (the human observer) they're trying to do, and the search terms they enter into Google. One person I shadowed for the day spent ten minutes trying to find the schedule of the ferry that runs between San Francisco and Larkspur, but somehow only thought of adding the word "ferry" much later in their search.

We also study eye tracking. The eye makes a complex scan path over the search results, building up a composite picture of what is presented on the page. It's clear that what actually happens is a very rapid scan and assessment of each result as they are seen. In those milliseconds between the eye landing on the first fixation and seeing a few results, all kinds of decisions and choices are made--nearly all of them subconsciously.

In this short video, you can see three different searchers all looking for the same thing (in this case, a child's backpack). The red dot is the searcher's gaze moving around on the search results page. Notice how methodically the gaze moves from result title to title, occasionally inspecting the snippet text to gain more detail about the result.


(Video courtesy of Kerry Rodden)

So the job of figuring out what people actually do when they search isn't as simple as asking someone what they search for during the day. It's basically impossible to give an accurate telling of what you saw (or didn't see) on the results page while actively searching for a high quality results.

Memories of your own behavior are also notoriously unreliable. People's search behavior in the lab is often different than when they're at home or at work. This is a natural (and expected) side effect of lab studies: people will work especially hard to please a researcher. If we ask them to search for a pair of brown shoes they'd like to buy for themselves, in the lab they'll find the first pair that seems reasonable and then stop, satisfied. If it was real, they would go on and spend more time. We still do lab studies, but we know what to watch for, and what to ignore.

Data from field studies gives us insight into how people respond to the Google experience in ways that we can't otherwise measure.

For instance, in several field studies we discovered that many of the people who went to the previous version of the Advanced Search page had a strong, almost visceral negative reaction when the page appeared. The text of the original page had language that many people saw as intimidating--words like "Domain," "Usage Rights" and "Safe Search" can be a bit much if you're not sure what they mean.

The old Advanced Search page was a little off-putting (click on the image to see a larger version):


Based on our field studies, we dug more deeply into how people were actually using our Advanced Search page, and quickly discovered that, indeed, a large number of users were going to the page, and then leaving it without ever filling in any of the slots.

Armed with this insight from field studies, we redesigned the page, simplifying it by removing terms that were unclear to the average user (the word "occurrences," for example, just didn't mean anything to many of the Advanced Search page users), moving rarely used features (numeric range searches, date searches, etc.) into a part of the page that was expandable with a single click. That made them easy to get to for people who knew they wanted to search with those restrictions, but out of the way in a non-threatening way.

One of the other things we noted in the field study was that people often didn't understand how the Advanced Search page worked. So we added a "visible query builder" region at the top of the page. As you fill in the blanks, the box at the top of the page fills in with the query that you could type into Google. It was our way of making visible the effects of advanced search operators.

The Advanced Search page post-redesign (click on the image to see a larger version):


The good effect of these changes quickly became clear. The number of users that bounced out of the Advanced Search page dropped significantly. Interestingly, the total number of Advanced Search page users didn't increase significantly... at least not yet. By improving the UI on the page, we hope to attract even more searchers to the large range of search options available on Google.

In the end, this example shows the kind of insights that field studies can bring. As with the eye-tracking example, asking someone about their emotional response to a web page just isn't a useful way to get that data. But watching them in situ, as they actually use Google to go about their daily search lives can reveal all kinds of remarkable, otherwise undiscoverable, and actionable insights into searcher behavior.

Posted by Daniel Russell, Uber Tech Lead, Search Quality

What comes next in this series? 13, 33, 53, 61, 37, 28...

Posted by Marissa Mayer, VP Search Products & User Experience

Late one night in the summer of 2000, I found myself answering user support emails in response to two new features we had just released, Advanced Search and Preferences (at the time catchily called "Language, Display, and Filtering Options" :)). Busy crafting answers about how to set Safesearch or change the number of results offered by default, I worked my way through the email queue. And then I saw it: The next email had just a number ("37") in the subject - and no message text. What a weird form of spam, I thought. Why would anyone be motivated to just send a number? I searched for the user's email address to see what else had been sent. Interesting. Lots of numbers: 33, 53, and then a clue: "61, getting a bit heavy, aren't we?" Furthermore, the date on each of the messages seemed very familiar. Then I realized that's because the dates were all days that I had launched various changes on the homepage. "Getting a bit heavy?" - that one did correspond to one of the wordiest homepage releases we had ever done. Could the sender be counting words? Sure enough, I looked back, counted the words myself, and he was - a manual, human version of a scale for the Google homepage. He was weighing our homepage and letting us know when it was getting too heavy. One of his earliest mails had a note in the body: "What happened to the days of 13?" - referring to the word count on the initial 1999 homepage.

This mystery and its revelation was really interesting because I thought about the homepage, and how to keep it simple, all the time. Yet I hadn't thought to look at it through this very simple lens: just count the words. The fewer, the better. Ever since that night, this has been our discipline, and everyone who works on the homepage and its design knows the current number: 28. (That's the word count for the basic page if you are signed out, there's no promotional line running beneath the search box, you've set Google as your homepage and thus don't get the "Make Google Your Homepage!" link, and you count "©2008 Google" as two words.)

So, today we're making a homepage change by adding a link to our privacy overview and policies. Google values our users' privacy first and foremost. Trust is the basis of everything we do, so we want you to be familiar and comfortable with the integrity and care we give your personal data. We added this link both to our homepage and to our results page to make it easier for you to find information about our privacy principles. The new "Privacy" link goes to our Privacy Center, which was revamped earlier this year to be more straightforward and approachable, with videos and a non-legalese overview to make sure you understand in basic terms what Google does, does not, will, and won't, do in regard to your personal information.

How does privacy relate to homepage word count? Larry and Sergey told me we could only add this to the homepage if we took a word away - keeping the "weight" of the homepage unchanged at 28. Given that the new Privacy link fit best with legal disclaimers on the page, I looked to the copyright line. There, we dropped the word "Google" (realizing it was implied, obviously) and added the new privacy link alongside it.



We think the easy access to our privacy information without any added homepage heft is a clear win for our users and an enhancement to your experience. You can check out the new Privacy Center here.

What makes a design "Googley"?

Posted by Sue Factor, Writer, User Experience Group

Late in 2007, our User Experience (UX) group—which does user interface design, visual design, user research, web development, and user interface writing—set out to articulate the principles that ought to guide Google designs worldwide. What are the fundamentals that all Google designers and researchers accept? Which approaches to design are particularly "Googley"? How can we encourage teams throughout Google to dream big and make smart design decisions?

A small team gathered to discuss these questions and define the Googley Design Principles:

1. Focus on people—their lives, their work, their dreams.
2. Every millisecond counts.
3. Simplicity is powerful.
4. Engage beginners and attract experts.
5. Dare to innovate.
6. Design for the world.
7. Plan for today's and tomorrow's business.
8. Delight the eye without distracting the mind.
9. Be worthy of people's trust.
10. Add a human touch.

These UX principles flow naturally from the Ten things Google has found to be true and the UX group's stated mission: to design products that satisfy and delight our users. We described the principles as "Our Aspirations" for two reasons:

• We have a lot of work to do when it comes to implementation.
• Every real-world product will have to strike a balance between all ten principles.

Still, we don't want to waffle too much. These principles represent the User Experience group's declaration of beliefs. With "Satisfy and Delight" stitched on our leotards, we're determined to get up on the tightrope and start juggling principles. Please applaud or boo, as appropriate, so that we can make the next act even better.

Three more languages for Blogger

Posted by Tyrone Nicholas, Software Engineer

Millions of people around the world already use Blogger to participate in the wider Internet community. Blogging is a powerful way for people to publish online, reach a large and varied audience, and communicate with others who share their interests. And today, Blogger is available in Arabic, Persian, and Hebrew. This brings the number of languages we offer to 40. We've been really excited about adding these languages and widening the world of bloggers.

We're especially pleased that Blogger now supports composing text and displaying blogs right to left. This has long been an challenge for bloggers in Hebrew, Persian, and Arabic. We've added new features specifically for these users, and also made sure every page of the Blogger application displays right-to-left in these languages. This project has been very technically challenging, but among the most thrilling I've ever worked on. I hope that everyone enjoys using it as much as I've enjoyed developing it.

Speaking in more languages

Posted by Vlad Patryshev, software engineer

Many Google products (Google.com, Blogger, Google Earth, and others) currently support more than 170 languages, from Abhazian to Zulu. Translations into most of these languages are done by volunteers from around the world who are eager to help people view and search the web in their own native language. To facilitate how we go about getting these languages, we created a volunteer translation program: Google In Your Language.

Anybody can sign up as a volunteer translator by visiting the Language Tools page and then clicking on the Google in Your Language link. After verification, you'll be offered a list of products to translate, including the main search site, Gmail, iGoogle, Google Maps, and many others

Although the amount of translation for each project is not overwhelming, it usually takes weeks for an individual volunteer to finish translating one site. Once a reasonable percentage of translations for Google pages in a given language is submitted, we'll add your language to production and, after a bit of time, you'll be able to see them in yet another language.

Some "volunteer" languages are well represented and are nearly finished being translated, i.e. Armenian, Estonian, Slovenian are 95% complete; even Latin has 70% of its translations done. Representatives of other languages are not as active, i.e. Abhazian has been available for several years, but so far we don't have enough translations completed to release it into production. Tibetan, Inupak, Inuktikut, Wolof, Zhuang all have less than 10% of their content translated. Interestingly, each of those has more speakers than Faroese, which has 74% of texts translated.

Recently we have added a bunch of new languages to the Google In Your Language program, including Navajo, Filipino, several Russian Federation languages (Avaric, Chechen, Chuvash, Komi), and some African languages (Akan, Bambara, Gikuyu, Kongo, Ndebele, Ndongo, Nyanja, Venda). Our hope is to attract even more volunteers to participate in this program so that Google can speak all the world's languages one day.

Lights, camera, Gmail

Posted by Bill Kee, Associate Product Marketing Manager

Last month, we invited you to join the Gmail collaborative video, pull out your video cameras and help us imagine how an email message travels around the world. Two Rubik's cubes, a few jaunts in a bottle, beautiful sand animation, and one dog's trip to the Southernmost point of the continental US later, we'd received more than 1,100 fantastic clips from Gmail fans from more than 65 countries. It was impossible to fit all of the great submissions into one cut, but after hours of fun watching jugglers, firemen, camel-riders, and original animation, we edited highlights together into this video and used the Google Maps API to put together a map showing where many of the clips came from (you can also see these at http://mail.google.com/mvideo):




View Larger Map

A big thank you to everyone who participated -- your creativity is astounding!

Feeds on a plane!

Posted by Chris Wetherell, Software Engineer

With last week's launch of Google Gears, we're happy to let you know that Google Reader is the first Google web application made for online and offline viewing. If you're not familiar with Google Reader, it's a feed reader for getting updates from your favorite blogs and news sites.

Now, you can read these updates whether you're on or offline. It's easy to read today's financial news from the New York Times on the train, or catch up on your favorite blog while on a plane 35,000 ft. above the Atlantic.

Once you've installed Google Gears, you can download your latest 2,000 items so they're available even when you don't have an Internet connection.



To get started, simply click the "Offline" link in the top right of Google Reader.

Please note, though, that the current version of Google Gears is a developer release, which means you may notice a few kinks here and there. We'll be working hard to iron those out over the coming months, and as always, we welcome your feedback and suggestions as we look to make Google Reader better every day.

Putting users in charge

Posted by Peter Fleischer, Global Privacy Counsel

I just wrote an opinion piece for the Financial Times on the future of search in relation to personalization. It's about what we believe to be the value of personalized search, especially when you yourself can control the level of personalization. Hope you enjoy reading it.