Case Study: Zendesk boosts onboarding engagement and revenue with UserTesting

How the world leader in customer support software masters product design and development

Zendesk, the customer support software company, was looking to improve several parts of its product experience, including onboarding, custom ticket fields, and admin workflows. Its challenge was low engagement in key areas and interfaces that felt too complex or hard to navigate for new and existing users. Zendesk used UserTesting and the UserTesting Contributor Network to validate design ideas and identify friction points before launch.

With UserTesting, Zendesk redesigned its onboarding flow, moved the “get help” button, simplified custom ticket fields into a two-step format, and improved Answer Bot and the admin center based on user feedback. The results included a 300% increase in clicks on the help button in the first two months and a 12% increase in annual recurring revenue from Instant Buy in the first two months after launch. UserTesting also helped Zendesk validate designs faster and more cost-effectively, with 90% of contributors preferring one admin center design.

Zendesk

Pooja Patel

Senior UX Researcher