Zendesk / Case study
From tickets to people.
A unified customer profile that gives support agents the context they need—without the thousand-tab scavenger hunt.
- My role
- Product design & cross-team collaboration
- Scope
- Customer experience · Research · Product vision
- Timeline
- Design: Aug–Dec 2020 · Beta: Aug 2022
- 520+
- Accounts opted into beta
- 2/3
- Opt-in accounts preferred the new experience
- 83%
- Agent engagement with the new record
One customer. Too many places to look.
Customer information was scattered across applications and duplicated in separate profiles. Support agents had to piece together the story themselves, moving between tools to answer basic questions.
The opportunity was bigger than a new profile screen: help Zendesk move from a ticket-centric support product toward a more complete view of the customer.
Create a single, useful customer story.
I researched, designed and collaborated across teams to create an actionable customer profile, working with a UX researcher, the VP of Design, two product managers and engineering leads.
The design brought first- and third-party information together in a narrative-like format. Instead of making agents reconstruct a relationship from isolated records, the profile could provide a unified customer journey.
Give teams a direction they can build toward.
I delivered a design vision for a top company priority. The work supported the VP of Design’s presentation to executive leadership and the creation of multiple sprint teams to build toward that vision.
The experience needed to serve agents immediately while supporting Zendesk’s broader move toward platform and CRM functionality.
A beta people opted into.
The beta attracted more than 520 account opt-ins against an original target of 50. Two-thirds of opt-in accounts preferred the new experience, and 83% of agents engaged with the new customer record.
These are the beta results documented in the original case study—not a claim about every Zendesk customer. For a deeper walkthrough of the research and design decisions, get in touch.