Admin Center is the control room of Zendesk, where admins manage everything from billing and security to automations, integrations, and user provisioning. Yet for years, its homepage lacked clarity, investment, and a coherent product vision.

I led an initiative to reimagine this experience, starting with vision work in 2021 and continuing through 2022 as the sole product designer, partnered with a content designer. Our goal was to create a customizable, extensible workspace that surfaces the most important, at-a-glance information admins need to make confident decisions about the health and configuration of their Zendesk instance.

To best understand how the homepage could help admins with their most important tasks, I facilitated strategy workshops with over 50 stakeholders across the Admin Center, surfacing more than 150 jobs-to-be-done. Key themes emerged, including system health, training and best practices, visibility into key actions and alerts, and customization, which I used to shape the early design principles and concept sketches. I explored a widget-based homepage using my blueprint wireframe approach to align teams around a flexible, modular structure quickly.

I tested a mid-fidelity prototype with multiple customers, refined the designs based on their feedback, and developed a polished, high-fidelity UI. To bring the experience to life, I built an interactive prototype in Figma, showing how a more dynamic and responsive homepage could support both day-to-day tasks and long-term administrative confidence.

This work became a compelling example of proactive design leadership and inclusive stakeholder and customer involvement, revitalizing a high-impact but overlooked area for admins.