The Repair Order That Out-Ranked Google

So when, I mean, working with these Google products that are used by billions of people, I mean, what did you learn or see about how technology shapes human behavior that most people never see? Good question.

So

a couple things I learned.

Number one, at a company like Google, You don't make any decisions.

They, I shouldn't say you, they don't make any decisions unless it positively increases the bottom line.

And so one example, when I was on the AdWords project, we were helping with the integration of what was then AdWords Express and AdWords Traditional.

that was their automated version and the manual version being merged back then, right? And doing the marketing site.

And my boss came up to me, handed me the marketing site and said, look at this now, this is what we're working on.

And he said, you see that big blue button up at the top corner? So they've tested that 40 plus different ways, different colors.

They figured out what color works.

And by the way, if you mess this thing up by 0.05%, that's 1 20th of 1%.

That's $20 million a month.

So no

pressure,

right? And that was back then.

That was when they were making $40 billion a year.

Now, hundreds of billions, right? So different story.

But so I learned- How to convert, right? I learned what converts had to.

Learned the business, you know, of the internet, the business of, you know, how to make change in an organization.

Don't just speak about what is like the best for usage or like how is it going to convert? And those were conflicting to me, right? Sometimes there's better ways to make the experience for the user, but it's better for business to do a different thing.

Learned a lot about that.

Um, and then I learned like global standards, you know, we're, we're building products where like, you got to test this headline in 200 different languages, because in, in English, it might be three words, but in like Swahili, it might be, you know, 10 and then it goes off the screen.

Right.

And like, so just how do you make design patterns that are globally accessible? And, um, without getting in the weeds of it, like I started to study like hieroglyphics and emojis, right.

Emojis are basically like hieroglyphics nowadays.