Reimagining Google’s internal device ordering & fulfillment
Company
Role
Overview
Google partnered with IBM iX to improve how employees order, upgrade, and manage workplace devices. As part of the broader CoreUX team, we reimagined the internal MyStuff platform and introduced Stuff Station—a self-service locker and vending system—to simplify device pickup and reduce support strain on IT. The solution leveraged existing infrastructure (SAP Hybris) while introducing scalable systems to support automation, personalization, and transparency across Google campuses.
Challenge
Google employees faced a fragmented, support-heavy experience when ordering or upgrading workplace hardware. The existing systems lacked clarity, compatibility mapping, and transparency—leading to frequent IT tickets, order errors, and friction across the employee experience. Google needed a unified, user-friendly interface that would reduce support costs, empower employees with self-service options, and integrate smoothly into their existing SAP and ticketing ecosystems.
Solution
We redesigned the MyStuff platform to serve as a centralized hub for Google employees to browse, order, and manage workplace tech. Compatibility logic ensured employees received the right accessories and upgrades for their devices. Simultaneously, we piloted Stuff Station: a physical, kiosk-based locker system that offered employees the ability to pick up or return devices without IT involvement. Together, the digital and physical systems streamlined fulfillment, improved asset tracking, and supported a contactless workflow that became especially relevant during the early stages of the COVID-19 pandemic.
Key features
Device compatibility filtering, SAP and ticketing system integration, Self-service pickup/dropoff lockers, Real-time order tracking, Contextual accessory suggestions, Contactless fulfillment
My Contributions
UX design across platform and kiosk, User flows and UI design, A11y and platform spec documentation, SAP Hybris design adaptation, Cross-functional collaboration with engineers and vendors
Reduced IT ticket volume
Improved order accuracy
Scaled Stuff Station across campuses
Enhanced transparency and trust in hardware ordering
Supported COVID-era contactless delivery
Kirby Evans