Action Builder

Context

Zendesk customers needed more flexible ways to automate work across systems, but existing options fell short. Native integrations handled narrow use cases, business rules lacked simple multi-system logic, and APIs required developer expertise—pushing many teams toward costly third-party tools.

Mission

Deliver a new low/no-code Workflow Automation Builder in under five months: a visual, node-based tool that let admins design, test, and deploy powerful automations without writing code.

Role

I led design for the initiative, coordinating and collaborating with a team of four designers in Australia to define and deliver the end-to-end experience. While the team executed the visual and interaction design under my direction, I focused on hands-on design leadership—organising critiques, reviews, and delivery rhythm—alongside managing executive stakeholders and partnering with product and engineering leaders to ensure a cohesive, high-quality outcome.