After acquiring 4+ companies, the Zendesk experience became fragmented for customers, and especially for new customers onboarding and learning the product.

Problems to solve with the new Navigation:

Users struggle to find essential features and navigate through the Zendesk platform efficiently due to the fragmented and outdated navigation structure. This leads to increased time spent on tasks and decreased overall satisfaction with the product.
Zendesk recently acquired new capabilities as part of the Zendesk suite. These new capabilities have a significantly different user experience to the current Zendesk and it’s causing confusion for current and potential customers on where they are. This impacts their ability to perform tasks and stay productive.
Admin Experiences are in several different parts of the app which creates confusion setting up and managing the admin tools

Team

The cross functional team is made up of Garden product, design and engineering lead, QA design lead, Support engineering lead with other supporting help from research, managers, WFM design & eng, and designers from all product areas
The team is working from PST to Krakow in daily meetings and focused on making 90% async progress

Links

WIP Navigation Brief Figma Navigation Technical Preview

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Zendesk Navigation

Role: Senior Product Manager

After acquiring 3 new companies, Zendesk's navigation is different across the product areas which is causing user confusion. The new navigation will unify the products so it is one experience for current and new users of Zendesk.

WIP: Project

After acquiring 4+ companies, the Zendesk experience became fragmented for customers, and especially for new customers onboarding and learning the product.

Problems to solve with the new Navigation:

Users struggle to find essential features and navigate through the Zendesk platform efficiently due to the fragmented and outdated navigation structure. This leads to increased time spent on tasks and decreased overall satisfaction with the product.
Zendesk recently acquired new capabilities as part of the Zendesk suite. These new capabilities have a significantly different user experience to the current Zendesk and it’s causing confusion for current and potential customers on where they are. This impacts their ability to perform tasks and stay productive.
Admin Experiences are in several different parts of the app which creates confusion setting up and managing the admin tools

Team

The cross functional team is made up of Garden product, design and engineering lead, QA design lead, Support engineering lead with other supporting help from research, managers, WFM design & eng, and designers from all product areas
The team is working from PST to Krakow in daily meetings and focused on making 90% async progress