Making help available everywhere
The Google Help Experiences team owns a range of solutions that customers can visit on support.google.com — help centers, community forums, troubleshooters, and a conversational AI chat.
But many customers first encounter their issue while using a Google product and may first search for a solution while in-app. This is where Google Help's in-product offerings come in.
Within most Google product menus, customers can find a Help option. This invokes a contextual Help Panel that offers easy access to help center content, community forums, and contact options.
I led UX for the In-Product Help Panel from 2020-2022 and executed designs for 15+ launches, resulting in quicker resolution times and $XM in cost-savings.
Since users can invoke the Help Panel from either native or web products, all projects required designs for desktop web, mobile web, Android, and iOS. I also worked on custom solutions for Google Pixel. All launches had to meet full accessibility, legal, internationalization, and Google Material requirements.
Details have been omitted and abstracted due to confidentiality requirements. Thanks for understanding!
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