Context panel

Introduction

Agent workspace is the core of Zendesk. More and more teams wanted to utilize this real estate to integrate new features and configurations. The space was previously limited and there was no scalable framework for this opportunity.

My Role

Product design lead

Strategy
Research
Design

Timeline

~ 6 months

Status

Shipped

Core team

1 product designer, 2 cross team product designers, 1 product manager, 1 UX researcher, 1 content designer, 3 developers

Problem

How might we create a scalable and organized way to integrate features and product areas into Agent Workspace so that agents can work more efficiently and have the context needed to get work done?

Solution

The context panel, a navigational component that allows agents to focus on the tools they need at the right time. Making it faster and clearer for them to switch between the tool they need to complete a task.

I designed the overall hierarchy and framework of this panel in addition to a redesigned app experience and conversational feature.

I also collaborated with several other teams who sought to utilize this framework for new features they were working on.

Impact

Increased weekly average users for the apps and customer context panels by 15%.

Panel resizing was used by over 70% of customers, representing $331 million in ARR.

Empowered us to move towards the business goal of a ‘one Zendesk’, unified product experience by creating a scalable framework for teams to build new features into.