Single View of the Customer

Zendesk

Overview

Creating a vision to move the Zendesk platform from tickets, to people.

Researched, designed and collaborated across multiple teams to create an actionable, useful customer profile to improve agent efficiency, move Zendesk towards CRM functionality and reduce external tools needed for agents.

Results & Deliverables

Delivered design vision for top company priority resulting in VP of Design C-Staff presentation, creation of multiple sprint teams to build towards vision.

500+ accounts opting into beta (target 50)

Timeframe

August - December 2020

Beta launched in August of 2022

Team

Me (Designer)

UX Researcher

VP of Design

2 PMs

Engineering leads (multiple)

The Problem
Customer profile redesign resulting in 10x beta target sign-ups

A single customer, spread and duplicated across multiple apps

The information businesses want about customers is commonly spread or trapped in multiple places

Spread across a billion apps, with duplicative profiles

The Solution
Customer profile redesign resulting in 10x beta target sign-ups

A single view, regardless the source

By creating a single, unified customer profile

Incorporating data from first and third party sources into an insightful, actionable, narrative-like format

Why'd it matter?
Customer profile redesign resulting in 10x beta target sign-ups

Aligning with our company strategy of becoming a platform that extends beyond just customer support

For Zendesk

We want to diversify our business model, expanding beyond customer support solutions to CRM, general tooling and internal communications. By providing a more robust record, the hope was that we'd improve our expansion in the customer support market while growing our space in the CRM market.

Customer profile redesign resulting in 10x beta target sign-ups

An agent suffering death by a thousand tabs trying to find basic customer information

For our customers

Agents were suffering from broken workflows, having to search for a single customer's information in a billion systems, resulting in extreme inefficiencies, waste and frustration

What's it look like?
Customer profile redesign resulting in 10x beta target sign-ups

Unified, insightful customer journey. Combining first and 3rd party data into a narrative-like, understandable, actionable format

But did it work?
520+
Account opt-ins to beta
2/3
opt-in accounts preferred new experience
83%
of Agents engaging with new customer record

This is just a preview

For the full case-study, or to hear more about my work... reach out to cczeringue@icloud.com