In eighteen months, Zendesk’s UX Research practice grew from a single researcher to a seven-person team. The new research program has greatly enhanced Zendesk’s design and development process. Along the way, researchers have successfully informed design strategy and helped improve product quality and usability.
Veevi Rosenstein is deliberately crafting the UX research practice from the inside out to support Zendesk’s growing development organization. She’ll share her approach and overall vision for the research program, including operational plans, methods, toolkits, communication and knowledge capture strategies, and the steps she’s taken to make it all happen.