Google, Technical Writer II, 2021 to 2023
The help center behind Search Ads 360's first redesign in a decade
3M+ advertisers had 90 days to move to a rebuilt platform with new names, new navigation and features that had no old equivalent. I designed the help center they used to make the move.
The problem
Nothing explained what had changed, what was equivalent and what needed a new workflow. Core account names changed across the whole platform, navigation was restructured, and new features like the Experience Hub had nothing to compare to.
Advertisers who missed the 90-day window risked campaign disruption. Without a help center built for this, the migration would turn into escalations and churn.
Same account, new name
| Old SA360 | New experience |
|---|---|
| Agency | Manager account |
| Advertiser | Sub-manager account |
| Engine account | Client account |
| No equivalent | Experience Hub |
What I built
A help center organized around where advertisers would get stuck and what they'd ask before contacting support, instead of a flat changelog.
One orientation guide
Six scattered stub articles became one authoritative guide to the new interface.
A numbered UI reference
Interface elements 1 to 16, written as a reusable module that 12 later articles adopted.
Terminology rules
The renamed concepts standardized across 40+ articles, which set the naming standard for the SA360 catalog.
One source for 51 markets
A single-source model the localization team worked from, timed to the product launch.
How the work ran
- Mined support logs and analytics from the old platform to find the highest-volume confusion before launch.
- Designed the architecture in layers: a quick summary for busy advertisers, with detailed guidance underneath.
- Wrote the core content, including the orientation article, the terminology map and troubleshooting paths for the most common escalations.
- Ran two review rounds per article with engineering, product and UX leads, plus legal review for localized markets including Yahoo! Japan and Baidu.
- Published with the launch from version-controlled staging, against a content readiness checklist.
Also at Google: billing and payments
I wrote every article in the Search Ads 360 (new experience) billing help center, which covers how advertisers set up payments profiles, manage billing setups, read invoices and use purchase orders. After I left, Google reused the articles for Campaign Manager 360. Both are live, though Google may have edited them since.
Search Ads 360, live help center
Billing
16 articles across billing basics, payment methods and users, invoices, and purchase orders.
Read it on Google's help center
Campaign Manager 360, live help center
Manage invoices and billing profiles
The same articles, reused by Google for Campaign Manager 360 after I left.
Read it on Google's help center
Artifact, public sample
Introduction to Search Ads 360 (new experience)
The orientation guide that replaced six stub articles, with the numbered UI reference and terminology map.
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