Designing the Google help system for scale
Because when you measure page views in billions, it’s best to get it right
The experience strategy focused on getting customers to the help they needed, when they needed it. And assisting new users, experienced users, and users with a problem — all with a single system that can scale for a huge variety of products — isn't as easy as it sounds.
An intentions-based structure was deployed and rigorously tested with astonishingly positive results.
A later redesign offered the opportunity to further refine the structure and experience. Constant cycles of user testing allowed each component to be thoroughly validated before implementation.
The final system was rolled out for every Google product in all available languages. The style has since moved to Material Design, but the structure, flow, and UX principles remain the same.