Configuring a Product Suite

https://Using-Zendesk-Admin-Center

PRODUCT CHALLENGE

Customers needed a single unified administration experience from which to manage all their features. They believed they had bought a Suite but instead were stuck with an experience configuring a disparate set of siloed applications. 

This created friction and dissatisfaction with Zendesk, and a failing product strategy. 

ROLE

Product Architect

SOLUTION

I was asked by the Head of Product to solve this problem by:

• designing a target information architecture for a new unified Administration experience based on all the current settings and capabilities across apps
• determining the fastest implementation path from old to new  
• mentoring product managers, designers, and engineers to get it done

The unified experience brought together the all capabilities for managing the Suite, including account ownership, subscriptions, security settings, integrations, custom objects, workspaces, and permissions. 

I led a cross-functional team to deliver:  

• a scalable information architecture and unified UX
• a short-term Iframe and long term React implementation strategy 
• a map for initial and long-term product migration
• the launch of the new experience  

OUTCOME

At launch, the new unified experience, known as Admin Center, was loved and hated in equal measure. Anyone who had learned the 'old way' was unhappy to have to change, however this was temporary and subsided with support and education. 

For the first time, Zendesk administration was seen as worthy of large enterprise customers. All new users and GTM teams loved, and still love, the Admin Center.