Case study —  

Zendesk WFM navigation case study

After Zendesk has acquired Tymeshift, I took over building and leading product design team. We started with the innitial Phase 1 integration end of 2023 and  around the H2 of 2024, we have innitiated Phase 2 WFM integration into Zendesk. One of the innitiatives we decided to tackle was app navigation. We started from understanding, researching and rethinking WFM product navigation. 

With this project I took an active role in leading and guiding  the team of senior product desiger, lead visual designer, senior UX resercher and senior content designer from Zendesk WFM.

In 2023 summer Zendesk has acquired a new company Tymeshift to enhance customer experience with capabilities focused on improving customer support operations. 

Tymeshift is a workforce management platform specifically designed for customer support teams. It provides tools for scheduling, forecasting, and performance analytics, enabling support leaders to optimize their team's efficiency and productivity. 

Redesigning Zendesk WFM navigation

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