Guide dashboard

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Project overview

As Lead Designer for the Datasets Initiative, I oversaw surveying 2,000+ customers, solution design, and implementation. Our goal was to enable Guide to offer end-user datasets within Zendesk Explore via a pre-canned dashboard and its underlying data. The dashboard featured three reporting components tailored for the Head of Customer Support, Content Team Lead, and Content Manager, empowering customers to optimize their Knowledge Base.
  • Client
    Zendesk
  • Date
    January 2022
  • Role
    Lead designer

Research survey

To ensure that we aligned our efforts with our customers' specific needs, we invited users to participate in a customer research survey. Our primary objective was to gain a comprehensive understanding of customers' expectations and requirements for the upcoming knowledge base reporting features in Explore.

The primary focus of that research was to evaluate whether the existing Knowledge Base reporting capabilities met our customers' expectations and needs. Additionally, we aimed to uncover valuable insights to further enhance the overall reporting experience in Guide.

Moderated interviews

The survey results clarified the specific metrics our customers wanted. After sketching our envisioned dashboard, we implemented it and conducted moderated interviews with our EAP customers.
Moderated Interview Takeaways:
  • High Satisfaction: All 10 participants expressed high satisfaction with the new KB dashboard in Explore.
  • High Satisfaction: All 10 participants expressed high satisfaction with the new KB dashboard in Explore.
  • Advanced Needs: Many participants requested more advanced segmentation options for deeper analysis.
  • Ease of Use: While the layout, filters, and widgets were intuitive, using Explore’s advanced features was less straightforward.
  • Effective Overview: The pre-canned dashboard provided a valuable overview of their Knowledge Base, as most users did not pursue custom reports, indicating it met their immediate needs.

Learnings

Working with datasets and analytical tools can be both challenging and rewarding. However, it's essential to note that a prototype may not accurately reflect how well a dataset will perform with a large volume of data. That's why we decided to provide a beta tool that users can test with access to all available data. This approach ensures a more comprehensive evaluation of performance and functionality.

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