Entry submitted by: Yuri Kleban (Program Manager)
Community: Google Advertiser Community
Lithy category: Community Design of the Year
Our mission is to organize the world's information and make it universally accessible and useful. Our team supports many products such as AdWords, Google My Business and Google Analytics that help fund our company's moonshots.
Our Community Goals
The Google Advertiser Community exists to support our customers at scale by providing a platform to have their questions answered and to give them an opportunity to learn more about our product/s. This is done in a friendly and Googley way by our Community Members, Community Managers, Moderators and wide network of Google Top Contributors.
We redesigned our community interface with three goals in mind. First, we had evolved from a product-focused community to a customer-focused community, and thus needed one place that provided a complete journey for an SMB, from getting their business online through GMB, then understanding their online performance through Google Analytics, to leveraging the marketing power of AdWords to increase the success of their businesses.
Second, through customer feedback we understood that there were issues with content findability and we needed a UI that supported easier content discovery in multiple formats (articles, videos, events). Finally, our customers are increasingly mobile; our community had to look good on smartphones and reflect Google’s Material Design standards.
The Advertiser Community's goals of education and supporting our customers at scale is done through three unique sections:
Google aims to provide a first class customer support experience regardless of channel, and the Advertiser Community aligns with our brand of delighting customers. Now, our Community allows us to do it at scale.
Our unique community design
Throughout the redesign process we ensured that Lithium's responsive design was in line with Google's Material Design standards (think mobile first). Additionally, we created various features that our users have been asking for. A few examples:
How we executed our community design
The Google Advertiser Community redesign took place over the course of 10 months, with hard work from many individuals; the Google team is a Global team with members in 6 Google offices globally who worked closely with Kate and Kaela, as well as the rest of the the Lithium team. This process went through the following stages:
Our design excellence results
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