This document discusses how data analysis and research come together at Zendesk. It provides three ways that data can help: 1) model projected impact, 2) determine severity of problems, and 3) recruit the right users for research. The document also includes quotes from a customer feedback interview about using analytics to identify which products are causing a disproportionate number of support tickets.

1. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
Relationships are complicated.

4. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
De-risking an idea isn’t data’s job.
It’s design’s job.

12. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
“At its core, all business is about
making bets on human behavior.”
— The Power of ‘Thick’ Data, WSJ

14. Business
DesignEngineering
Design
AnalyticsResearch

18. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
Three ways data can help
1. Model projected impact

23. Global maximum
Global minimum
Local maximum
Local minimum

24. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
Three ways data can help
1. Model projected impact
2. Severity of problem

29. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
Three ways data can help
1. Model projected impact
2. Severity of problem
3. Recruit the right users

34. How data analysis and research come together at Zendesk.
@brentpalmer @UXinsight_NL
Analytics + Research

38. CUSTOMER FEEDBACK VOL. 1 : FEBRUARY 2017
signposts
Dan Ross
Support Operations
Manager
Company
LightSpeed
Company size
501-1000
Number of Agents
35
What does LightSpeed do?
Lightspeed sells point-of-sale software to small and medium
sized retail and restaurant businesses.
How does LightSpeed use analytics today?
For each team we generate dashboards. VP of Support, and
Director of Operations. Custom Success Teams care about a
better onboarding session in order to reduce tickets. At my
level though, it’s very siloed. I don’t have a lot of info around
what reports are done throughout the org. Sales revenue
targets, for example.
The best thing about Explore is:
Fast! It’s a lot easier to create queries. The results were
popping. GoodData would drag when it crunches data.
If I was in charge of Explore, I would:
Improve usability stuff like seeing the existing dashboards
that belong to me and to be able to report on custom fields.
Also, having a solid Salesforce connector. Salesforce our
single source of truth. Being able to see trends in Salesforce
data as it correlates to Support ticket data.
“We’d like to take insights to product teams.
To tell which product is having a
disproportionate amount of service would
be huge.”
Want more jucy bits? Need a bigger dose of truthiness? bpalmer@zendesk.com #ask-uxresearch