Case Study: Zendesk achieves continuous, aligned global UX innovation with Miro

How Zendesk’s UX team keeps innovation moving on a global scale with Miro

Zendesk, a global customer service software company, faced the challenge of designing a fast, efficient multi-channel support experience while coordinating a distributed UX team of 125+ designers across San Francisco, Melbourne, Singapore, and Dublin. The team needed to preserve agent efficiency, resolve complex live vs. asynchronous workflow issues, and maintain alignment without relying on constant meetings — so they adopted Miro’s collaborative whiteboard (infinite canvas) to support workshops, sketching, and asynchronous feedback.

Using Miro boards, Zendesk’s designers ran cross-disciplinary workshops, sketched flows, organized ideas with frames and mapping tools, and used presentation mode to share work, enabling colleagues to leave comments overnight and pick up progress the next day. Miro helped reduce the need for scheduling meetings, improved alignment across time zones, sustained a collaborative culture, and kept projects moving around the clock — enabling faster feedback cycles and continuous progress for Zendesk’s global team.

Zendesk

Peter Travis

Product Designer