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Admin Center Home - Vision
Zendesk
Lead Designer
2021-2023 (and 2024)
The Admin Center is the hub for everything Zendesk admins manage.
Yet for years, its homepage lacked clear actions. As lead product designer, I set out to reimagine this space as a customizable, extensible workspace that surfaces the most important information at a glance. This vision-led initiative brought together cross-functional insights to deliver a more intuitive and empowering experience for admins.
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Process
Challenge & Vision
Admin Center is Zendesk’s control room, where admins manage billing, security, automations, and user provisioning. However, the homepage had long lacked clarity and a unifying product vision. As the sole product designer, I set out to reimagine this space as a customizable, dynamic workspace that surfaces vital information for admins.
Research & Alignment
To deeply understand admin needs, I facilitated strategy workshops with over 50 stakeholders, surfacing 150+ jobs-to-be-done. Key themes like system health, training, alerts, and customization emerged, guiding our design principles. I used a widget-based, modular approach to prototype the homepage and quickly align teams on the vision.
Design & Testing
With interactive prototypes, I tested concepts with customers and refined the UI based on feedback. Building an interactive Figma demo allowed us to showcase how a dynamic homepage could simplify daily tasks and boost admin confidence.
View the before and after - View the coded prototype
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Outcome
This project revitalized a critical, previously overlooked area of Zendesk’s admin experience. Through proactive design leadership and inclusive collaboration, we delivered a homepage that is both customizable and extensible, making it easier for admins to manage their Zendesk instance with clarity and confidence.
Key outcomes
Delivered a clear vision for a high-traffic area
Designed a flexible, modular homepage based on real jobs-to-be-done
Built and tested a prototype to align stakeholders and spark interest
Developed a fully coded prototype to showcase the complete experience
Project enablers
Built strong cross-functional alignment through early stakeholder workshops
Maintained clear design ownership without a dedicated team or roadmap
Used blueprint wireframes to speed up alignment and gather feedback
Validated direction with interactive prototypes and real customer input
Worked closely with content design throughout the process
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