Google Ads

(July 2018 - Nov 2021)

#1 Ads policy enforcement

To address policy compliance challenges, I led the design and launch of a UX that guides advertisers towards adherence while implementing clear and equitable consequences for violations.

This initiative generated a ripple effect of positive outcomes: customer churn reduced by XX%, CSAT for support interactions increased by XX% points, repeat violations decreased by XX%, and human evaluation TAT improved significantly due to a substantial drop in flagged accounts.

Importantly, we now have greater confidence in identifying and handling repeat offenders.

Check these out: Google Ads announcement , Google Ads article

#2 Ads policy violation diagnosis UX

I led the redesign of a decade-old system for diagnosing policy violations in ads, utilizing visioning workshops to gather insights and shape the new experience. This redesigned system empowers advertisers to easily identify and resolve policy violations, while also providing educational resources to help them create compliant ads in the future.

As a result, customer churn decreased by XX% and customer satisfaction (CSAT) with support interactions increased by XX% points.

Check these out: Google Ads article, 3p article

#3 Google Ads home page

I co-designed and subsequently owned the Google Ads home page, now called 'Overviews.' This redesigned page provides advertisers with visually rich, bite-sized data cards offering crucial information, including account performance,opportunities, recommendations, insights, and billing details. This improved user experience resulted in increased customer satisfaction (CSAT) and positive feedback on the page's usefulness.

Check these out: Google Ads article

#4 Report Editor

Simplified the report editor experience by overhauling the existing UX along with 3 other designers within Google to make it a centralized report editing tool that is shared across ~10 different products (Ex. SA360, DV360, Waymo, etc).

This 1 year long effort saw a 21% increase in customers using it with a strong retention QoQ.

Check these out: Google Ads announcement

#5 Explanations and Insights

Co-led in close partnership with xFn partners and leadership to launch this tool that sheds light over the black box of automation saving hours of advertisers’ time diagnosing performance fluctuations and looking for growth opportunities. This strong design framework that offers rich data visualizations, easy to digest narrative followed by a CTA was adopted by over 50% spend advertisers, it had cut down performance related contact rate by 13% and scored ~80% CSAT score (aggregated).

Check these out: Google Ads announcement