Situation

Tile had recently acquired Life360, and both brands were operating separate help centers with differing designs, tone, and user experiences. This created customer confusion, fragmented brand perception, and an overwhelming support journey — especially for users engaging with both products.

Task

The goal was to merge the two help centers into a single, cohesive platform that delivered a unified brand experience. This included creating a consistent visual language, improving usability across devices (especially mobile), and guiding Life360 users through the transition into the Tile ecosystem without friction.

Action

To address the fragmented support experience, I led a mobile-first redesign strategy, with a strong focus on optimizing for the majority of users who accessed help resources via mobile devices. The redesigned help center was built to be fully responsive and reflect the newly unified Life360 brand, while still acknowledging and incorporating familiar elements from the Tile brand to ease the transition for existing users.

A key part of this process involved restructuring the content to ensure intuitive navigation and a more streamlined information architecture. This allowed both Life360 and Tile users to find answers quickly and easily, regardless of which product they were using. Additionally, I developed a new branded email template to bring lifecycle communications in line with the updated visual and tonal identity.

Finally, I oversaw the strategic integration of Tile's help content into the new system, carefully mapping and merging key resources to ensure continuity and clarity. The approach prioritized minimizing user friction and reducing confusion, ultimately supporting a smooth migration experience and setting the foundation for a consistent, scalable support platform.

Result

The result was a fully unified, mobile-optimized help center that delivered a seamless experience across devices and products. The new platform significantly reduced brand confusion, improved content accessibility for both Life360 and Tile customers, and established a stronger, more consistent brand presence across all support touchpoints.