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. See the builder in action here.

Role

I led design for the initiative, guiding a team of four designers in Australia to define and deliver the end-to-end experience. I focused on hands-on design leadership—driving critiques, reviews, and delivery rhythm—while managing executive stakeholders and partnering with product and engineering to ensure a cohesive, high-quality outcome.