Zendesk builds beautifully simple customer support software to strengthen relationships between businesses and their customers.
Back in 2015, the checkout experience was similar to browsing a museum gallery—users had to step through each product page and add items to their cart one-by-one. With Zendesk’s growing product suite, we knew something needed to change, or very soon we’d have a dozen-step checkout flow. What we needed was a supermarket approach, where users could select the products of their choice, and finish the purchase more efficiently.
At the same time, our SKUs and pricings were going through a restructuring. Together with the entire product team, we spent a full day brainstorming different ways to design a great billing experience that could propel our business and make our customers happier.
Meanwhile, I was also working on making Zendesk easier to understand for first-time users. Many users complained that Zendesk was too hard to learn and set up, so we brainstormed a few ways to make email setup as seamless as possible.
Check out UserOnboard's teardown of the Zendesk onboarding flow in 2016. (Felt surreal to see my work on a website that I admire!)