Product designer, design lead at Zendesk
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Zendesk Support

Work

Initially released in late 2016, I was part of the leadership team that devised and delivered updated mobile apps for the Zendesk Support product.

I worked closely with our design, product and engineering teams to produce an improved agent experience for ticket triaging and light replies on mobile devices.

Post-launch I've worked on collating all customer feedback to prioritise our efforts on iterative releases.

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Rich rendering within conversations

Rich rendering within conversations

With the growing importance and expectation of richer content in our conversations with customers we built a design system to display inline images, multiple headings and text styles. All while maintaining readability and feeling natural for a native mobile experience.

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A reimagined Macro workflow

A reimagined Macro workflow

In Zendesk, Macros are a set of canned responses and property changes that eliminates the need for a repetitive workflow. But, agents felt a lack of confidence when applying Macros to their tickets due to a lack of visibility on what that Macro was altering.

We rebuilt our Macro application flow, showing changes that will be applied to tickets before they happen, and in addition we give agents the opportunity to tweak those properties and replies before updating their ticket.

Notifications that are relevant to individual agents

Notifications that are relevant to individual agents

Organisations and agents work in different ways, and on mobile devices there is an expectation of a more personalised experience. With this in mind we defined a new notification service that allows individual agents set what events they want to be notified on, and when they want that notification.

Focused iteration based on feedback

Focused iteration based on feedback

From the initial beta build through to the current release we've had an in-app feedback screen to capture suggestions, bugs or anything else app users wanted to send.

We powered this using the Zendesk Mobile SDK. This has aided us in having a centralised place for user feedback to prioritise our development efforts, or feature discovery initiatives.