Influencing technical platform data teams with user-centered design and experience thinking

I drove the development of Custom Objects for Admins to weave crucial business data into their Support workflows, providing Agents more customer context to enable faster ticket resolution and advanced automations to solve known problems quickly and route complex tickets to specialists.

I conducted user and market research to identify key use cases for custom data, competitive gaps, and opportunities for strong first-time admin onboarding/schema setup experiences.

I rallied support from cross-functional stakeholders to prioritize addressing key technical debt within Custom Fields to establish lookup fields as a solid foundation for Custom Data efforts

Zendesk customers already use standard objects like Tickets, Users, and Organizations, but now they can create Custom Objects (inventory, services, subscriptions, anything!) to provide Support agents with even more context to resolve tickets faster, with less time switching tabs and digging into other systems.

I set the product vision and drove a product roadmap, including but not limited to:

• Refining use cases by conducting interviews with customers using the beta (legacy) solution
• Prioritizing technical debt to unify custom fields and unlock object schema management
• Designing Admin tooling for default record detail pages and list views with search, sort, and filter
• Exploring UX copy/content to introduce technical concepts to less-technical customers
• Early integration thinking with our redesigned Logic and Automation platform