Google Fiber

Most Google products use the same help center format, recognizable for its simplicity and information density. Google Fiber, however, being a very different type of service compared to the rest of their portfolio, required a different approach. Google improved on the original formula of its documentation by expanding their help center with functionality you’d expect from a telecom provider and adapting their classic design to accommodate it.

Search is front and center, as you’d expect from Google, which helps reach the right answers quickly. The level of organization on the homepage also makes navigation easier. Speed test and Wi-Fi troubleshooting are the things people come to this website for most often, so they’re featured prominently, without having to look for them in FAQs or sub-menus. Contact options are also clearly visible and serve all avenues (email, chat and phone) with a scheduling option. Simple questions are answered in the comprehensive FAQ at the bottom of the page, while the rest of the content is organized in the top navigation bar.

Content uses the same format as other Google help centers and rightly so. If it works, don’t change it. The articles are well-formatted, with screenshots, tips and lists making the more involved instructions scannable and digestible. Google Fiber makes sure that whether you have a technical issue or just a quick question, the answer is always easy to find and understand.