Hi Zendesk community! My name is Erin Nakahara and I help the UX Research team and their Product partners connect with Zendesk customers for user research studies. The mission of the UX Research team is to promote empathy and understanding of our users throughout the design process, and we discover insights that guide product design and strategies. It is important to us to hear from the people who use Zendesk when building our products and we want to make sure your voice is heard!

We’re looking for people to join our Experience Research Panel to contribute to the future of our products. Members of the Zendesk Experience Research Panel, a group of users who've agreed to be contacted directly by our research team, are the first to hear about opportunities to participate in UX studies. Participation might involve testing new prototypes, sharing your workflow on a test instance, or providing general feedback as it relates to the research topic, and members may have a first look at a new product or feature, and may receive a token of our appreciation. As Zendesk Community members, we encourage you to join the panel to have the opportunity to help build the next generation of our products.

Type of Research

We conduct a variety of studies such as usability sessions, informational interviews, and online surveys. You can be anywhere -  we conduct remote studies, in-person research at our offices around the world, or we may even ask you to invite us to your office.

• Discovery research
• Persona development
• Concept validation interviews
• Diary studies
• Rapid iteration design evaluations

Users Making an Impact!

In a study evaluating trial navigation, our users indicated that labels on the “Get Started” bar didn’t resonate with their needs and made it challenging to effectively search. With this participant feedback, our design team created and launched a new iteration that was easier to find relevant content. See below of the new navigation bar on the left! Thank you Charla Myers and Pooja Patel!

How to join

We’re primarily looking for agents or admins from companies with over 100 employees on customer facing instances and in-house/commercial developers actively using Zendesk. However, we encourage all customers to sign up! If you’re interested, please complete a brief intake survey so that our team can match you with the right studies. The more information you can provide, the better we can match your profile to a study.

Please visit our Zendesk Experience Research Panel Page for additional information.

Next Steps

If you are a potential match for one of our studies, we will contact you with an email invitation from a zendesk.com email address. Selection is determined on an as needed basis depending on the upcoming studies, and we can't guarantee that we’ll invite you to participate in a study immediately. While we may not currently have a study match for you now, we may contact you in ten months, for example, when there’s an upcoming study that we believe to be a perfect fit.

If you have any questions, please let us know your thoughts in the comments below.  We are always looking for new people to join our panel and hear from the voices of all Zendesk users.