{"id":2309,"date":"2025-12-21T10:21:20","date_gmt":"2025-12-21T10:21:20","guid":{"rendered":"https:\/\/wp.aqlova.com\/bfolio\/?page_id=2309"},"modified":"2026-01-16T11:19:13","modified_gmt":"2026-01-16T11:19:13","slug":"automation-potential","status":"publish","type":"page","link":"https:\/\/platzchen.com\/en\/portfolio\/automation-potential\/","title":{"rendered":"Automation Potential"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2309\" class=\"elementor elementor-2309\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de56c33 e-con-full e-flex e-con e-parent\" data-id=\"de56c33\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9c07d8d e-flex e-con-boxed e-con e-child\" data-id=\"9c07d8d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c86166b e-con-full e-flex e-con e-child\" data-id=\"c86166b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c8605e2 e-con-full e-flex e-con e-child\" data-id=\"c8605e2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-81c2bda elementor-widget elementor-widget-heading\" data-id=\"81c2bda\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Company<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e1decb elementor-widget elementor-widget-heading\" data-id=\"4e1decb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Zendesk<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7475a70 e-con-full e-flex e-con e-child\" data-id=\"7475a70\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-553bce3 elementor-widget elementor-widget-heading\" data-id=\"553bce3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Role in project<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67fbca8 elementor-widget elementor-widget-heading\" data-id=\"67fbca8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Product Designer<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d03e2a6 e-con-full e-flex e-con e-child\" data-id=\"d03e2a6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ac24771 elementor-widget elementor-widget-heading\" data-id=\"ac24771\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Responsibilities<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e11022 elementor-widget elementor-widget-heading\" data-id=\"4e11022\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\"><ul>\n<li>Defined the end-to-end UX strategy for Automation Potential, from pre-adoption to post-adoption<\/li>\n\n<li>Partnered closely with PM and Data Science to translate complex ML outputs into understandable, trustworthy insights<\/li>\n\n<li>Led discovery through customer interviews, EAP feedback, and internal workshops<\/li>\n\n<li>Designed IA, interaction models, and core UI patterns for insights, metrics, and next steps<\/li>\n\n<li>Drove alignment across adjacent teams (AI Agents, Analytics, Knowledge) to avoid duplicated metrics and conflicting narratives<\/li>\n\n<li>Shaped EAP learnings into concrete GA recommendations and next-step product direction<\/li>\n<\/ul><\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ec1affd e-con-full e-flex e-con e-child\" data-id=\"ec1affd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2dd1b38 elementor-widget elementor-widget-heading\" data-id=\"2dd1b38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Year<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-abf2ecd elementor-widget elementor-widget-heading\" data-id=\"abf2ecd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">2025\/2026<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-471993b e-con-full e-flex e-con e-child\" data-id=\"471993b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-d590d43 e-con-full e-flex e-con e-child\" data-id=\"d590d43\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7825412 elementor-widget elementor-widget-heading\" data-id=\"7825412\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">About this projects<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf9b0af elementor-widget elementor-widget-tp-heading\" data-id=\"bf9b0af\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"tp-section-tittle mb-55 tp-el-title\" style=\"font-family: &#039;Poppins&#039;, sans-serif;\">\r\n\t\t\t\t\t\t<span style=\"color:#b6bcc6\">Turning support data into <\/span> actionable AI adoption insights\t\t\t\t\t<\/h2>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tAutomation Potential is a strategic analytics experience designed to help Zendesk admins understand where and how AI Agents can create real value before and after adoption. The goal was to bridge the gap between abstract AI promise and concrete operational decisions, by translating large volumes of support conversations into clear automation opportunities, cost and time savings, and next steps. <br><br>\nThis project sat at the intersection of AI, analytics, and knowledge management, and required close collaboration across Product, Engineering, Data Science, Research, and other AI initiatives. I led the design effort from early discovery through EAP, shaping both the UX strategy and the product narrative for how admins evaluate, adopt, and improve AI Agents over time.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9446bc4 elementor-widget elementor-widget-tp-button-common\" data-id=\"9446bc4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-button-common.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/support.zendesk.com\/hc\/en-us\/community\/posts\/10035979003290-Introducing-Automation-Potential-for-AI-Agents-Open-EAP\" target=\"\" rel=\"\" class=\"tp-btn d-inline-flex align-items-center mr-20 mb-10 tp-el-btn\">\r\n\t\t\t\t<span>\r\n\t\t\t\t\t<span class=\"text-1\">Learn more<\/span>\r\n\t\t\t\t\t<span class=\"text-2\">Learn more<\/span>\r\n\t\t\t\t<\/span>\r\n\t\t\t<\/a>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c0d96e5 e-flex e-con-boxed e-con e-parent\" data-id=\"c0d96e5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cbb83e5 elementor-widget elementor-widget-video\" data-id=\"cbb83e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;video_type&quot;:&quot;hosted&quot;,&quot;mute&quot;:&quot;yes&quot;,&quot;loop&quot;:&quot;yes&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t\t\t\t<div class=\"e-hosted-video elementor-wrapper elementor-open-inline\">\n\t\t\t\t\t<video class=\"elementor-video\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/AP.mp4\" loop=\"\" controls=\"\" preload=\"metadata\" muted=\"muted\" controlsList=\"nodownload\"><\/video>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-19b57da e-con-full e-flex e-con e-child\" data-id=\"19b57da\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-bc6860f e-con-full e-flex e-con e-child\" data-id=\"bc6860f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-e3be76f e-con-full e-flex e-con e-child\" data-id=\"e3be76f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d5cebb1 elementor-widget elementor-widget-heading\" data-id=\"d5cebb1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding the problem<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5464dac e-con-full e-flex e-con e-child\" data-id=\"5464dac\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d479b0a elementor-widget elementor-widget-heading\" data-id=\"d479b0a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">AI Agents adoption wasn\u2019t failing due to lack of interest, it was failing due to lack of clarity.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ebd5d4d elementor-widget elementor-widget-tp-heading\" data-id=\"ebd5d4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tAdmins consistently struggled to answer questions like: <br>\n\n<i>\u2022 What can I automate today?<\/i><br>\n<i>\u2022 Is it worth the investment?<\/i><br>\n<i>\u2022 What should I do first?<\/i><br>\n<i>\u2022 How do I know if my AI Agent is actually helping?<\/i><br>\n<br>\n\nExisting tools focused on configuration or raw analytics, but not on decision-making. There was no single place where admins could confidently evaluate automation readiness, understand trade-offs, or connect insights to action.<br>\n\nThe challenge was not just designing a dashboard, but creating a decision support experience that built trust in predictive data while remaining useful even after AI Agents were enabled.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39770a0 elementor-widget elementor-widget-image\" data-id=\"39770a0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"640\" height=\"377\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-16-at-10.40.21.png\" class=\"attachment-large size-large wp-image-6631\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ba4389 elementor-widget elementor-widget-tp-image-animated\" data-id=\"9ba4389\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-68b1760 e-con-full e-flex e-con e-child\" data-id=\"68b1760\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a1a486e e-con-full e-flex e-con e-child\" data-id=\"a1a486e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16fd4c4 elementor-widget elementor-widget-heading\" data-id=\"16fd4c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Designing the experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-999de89 e-con-full e-flex e-con e-child\" data-id=\"999de89\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0df8876 elementor-widget elementor-widget-heading\" data-id=\"0df8876\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">From prediction to action<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5eadad4 elementor-widget elementor-widget-tp-heading\" data-id=\"5eadad4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tThe core UX challenge was transforming predictive signals (automation potential, cost savings, time savings) into something admins could act on, without overwhelming them or over-promising accuracy. <br><br>\n\nKey design decisions included:<br>\n\n\u2022 Separating insights into Ready to automate and Knowledge gaps, clarifying what can be automated now vs. what requires content improvements<br>\n\n\u2022 Framing metrics as directional and decision-supportive, not absolute truth<br>\n\n\u2022 Designing clear CTAs that map insights to realistic admin actions (create AI Agent, improve knowledge, share insights)\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9255352 elementor-widget elementor-widget-image\" data-id=\"9255352\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"445\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Template1.png\" class=\"attachment-large size-large wp-image-6686\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0643f72 elementor-widget elementor-widget-tp-image-animated\" data-id=\"0643f72\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d57f0d e-con-full e-flex e-con e-child\" data-id=\"5d57f0d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-825316c e-con-full e-flex e-con e-child\" data-id=\"825316c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6ecce36 elementor-widget elementor-widget-heading\" data-id=\"6ecce36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Balancing scale, trust, and transparency<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8a27eac e-con-full e-flex e-con e-child\" data-id=\"8a27eac\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c9ccc20 elementor-widget elementor-widget-tp-heading\" data-id=\"c9ccc20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tBecause not all tickets could be classified at subtopic level, I worked through multiple display models with PM and Data Science. We landed on a pragmatic approach that:<br>\n\n\u2022 Shows topics consistently across tabs<br>\n\n\u2022 Reveals or hides subtopics based on knowledge coverage<br>\n\n\u2022 Clearly communicates limitations through UI copy, tooltips, and expectations<br><br>\n\nThis allowed us to deliver value immediately while setting a clear path toward future ML maturity.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6494bb2 elementor-widget elementor-widget-image\" data-id=\"6494bb2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"533\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/AP.png\" class=\"attachment-large size-large wp-image-6156\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-434b8bd elementor-widget elementor-widget-tp-image-animated\" data-id=\"434b8bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e7a7986 e-con-full e-flex e-con e-child\" data-id=\"e7a7986\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-239d914 e-con-full e-flex e-con e-child\" data-id=\"239d914\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4947231 elementor-widget elementor-widget-heading\" data-id=\"4947231\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">EAP research & iteration<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3e1654a e-con-full e-flex e-con e-child\" data-id=\"3e1654a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ae73b3f elementor-widget elementor-widget-tp-heading\" data-id=\"ae73b3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tI led EAP feedback collection through:<br>\n\n\u2022 Customer interviews<br>\n\n\u2022 Surveys<br>\n\n\u2022 Qualitative follow-ups with admins across different industries and AI maturity levels<br><br>\n\nKey insights shaped the roadmap:<br>\n\n\u2022 Admins value specific topics surfaced from real tickets, not abstract metrics<br>\n\n\u2022 ROI is compelling, but customers want localized and customizable assumptions<br>\n\n\u2022 Knowledge and AI Agent ownership often sit with different people, requiring better collaboration workflows<br>\n\n\u2022 After activation, admins want to understand impact of changes, not just predictions<br><br>\n\nThese learnings directly informed post-adoption concepts such as refinement insights, escalation signals, and content impact visibility.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b5b38b elementor-widget elementor-widget-image\" data-id=\"9b5b38b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"428\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-16-at-10.42.52.png\" class=\"attachment-large size-large wp-image-6635\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bcb6cf elementor-widget elementor-widget-tp-image-animated\" data-id=\"4bcb6cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d7a45b8 e-con-full e-flex e-con e-child\" data-id=\"d7a45b8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-8e3e56e e-con-full e-flex e-con e-child\" data-id=\"8e3e56e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-89fbdba elementor-widget elementor-widget-heading\" data-id=\"89fbdba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Outcomes & impact<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1897c23 e-con-full e-flex e-con e-child\" data-id=\"1897c23\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9524888 e-con-full e-flex e-con e-child\" data-id=\"9524888\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a44ecf0 elementor-widget elementor-widget-heading\" data-id=\"a44ecf0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Established a shared UX and product narrative for AI adoption across teams<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-63c94ee e-con-full e-flex e-con e-child\" data-id=\"63c94ee\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ecbe1a9 elementor-widget elementor-widget-heading\" data-id=\"ecbe1a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Helped de-risk AI adoption by grounding it in concrete, explainable insights<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-44ca313 e-con-full e-flex e-con e-child\" data-id=\"44ca313\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cbea731 elementor-widget elementor-widget-heading\" data-id=\"cbea731\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Informed GA decisions around metrics, onboarding, permissions, and workflows<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-abb79b0 e-con-full e-flex e-con e-child\" data-id=\"abb79b0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-94be780 elementor-widget elementor-widget-heading\" data-id=\"94be780\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Created a scalable foundation that evolves from predictive insights to real performance data<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-20feca0 e-flex e-con-boxed e-con e-parent\" data-id=\"20feca0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-827a69e tp-el-cursor-hide elementor-widget elementor-widget-tp-project-scroll-list\" data-id=\"827a69e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-project-scroll-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<!-- tp-project-area-start -->\r\n\t\t\t<div class=\"tp-project-area pt-160 pb-130 tp-white-bg tp-el-section\">\r\n\t\t\t\t<div class=\"container-fluid container-1710\">\r\n\t\t\t\t\t<div class=\"row\">\r\n\t\t\t\t\t\t<div class=\"col-12\">\r\n\t\t\t\t\t\t\t<div class=\"tp-project-2-wrap des-portfolio-wrap\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-item p-relative mb-30 des-portfolio-panel p-relative\"\r\n\t\t\t\t\t\t\t\t\t\t>\r\n\r\n\t\t\t\t\t\t\t\t\t\t<a target=\"\" rel=\"\" class=\"cursor-hide\">\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-thumb\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"img\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/ap12.jpg\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\talt=\"\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\" tp-project-2-content d-flex justify-content-between align-items-end\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-tittle-wrap mr-30\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-item p-relative mb-30 des-portfolio-panel p-relative\"\r\n\t\t\t\t\t\t\t\t\t\t>\r\n\r\n\t\t\t\t\t\t\t\t\t\t<a target=\"\" rel=\"\" class=\"cursor-hide\">\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-thumb\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"img\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/ap23.jpg\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\talt=\"\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\" tp-project-2-content d-flex justify-content-between align-items-end\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-tittle-wrap mr-30\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-item p-relative mb-30 des-portfolio-panel p-relative\"\r\n\t\t\t\t\t\t\t\t\t\t>\r\n\r\n\t\t\t\t\t\t\t\t\t\t<a target=\"\" rel=\"\" class=\"cursor-hide\">\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-thumb\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"img\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/ap32.jpg\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\talt=\"\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\" tp-project-2-content d-flex justify-content-between align-items-end\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-tittle-wrap mr-30\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n\t\t\t<!-- tp-project-area-end -->\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-da70beb e-con-full e-flex e-con e-child\" data-id=\"da70beb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a2656ed clienticon elementor-widget elementor-widget-html\" data-id=\"a2656ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<i class=\"fas fa-lightbulb lightbulb-icon\"><\/i>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd9ba30 elementor-widget__width-inherit elementor-widget elementor-widget-tp-heading\" data-id=\"fd9ba30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"tp-section-tittle mb-55 tp-el-title\" style=\"font-family: &#039;Poppins&#039;, sans-serif;\">\r\n\t\t\t\t\t\tKey learnings\t\t\t\t\t<\/h2>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tThis project reinforced and expanded how I operate as a senior designer: <br>\n\n\u2022 Designing AI experiences is as much about trust and communication as it is about UI<br>\n\n\u2022 Predictive systems require strong expectation-setting and transparent limitations<br>\n\n\u2022 Alignment across teams is critical when multiple products touch the same user decisions<br>\n\n\u2022 EAPs are most valuable when treated as learning systems, not validation checkpoints<br><br>\n\nAutomation Potential pushed me further into strategic product thinking, balancing near-term feasibility with long-term vision\u2014while keeping customer decision-making at the center.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-018aa61 e-flex e-con-boxed e-con e-parent\" data-id=\"018aa61\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-459a533 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"459a533\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Company Zendesk Role in project Product Designer Responsibilities Defined the end-to-end UX strategy for Automation Potential, from pre-adoption to post-adoption Partnered closely with PM and Data Science to translate complex ML outputs into understandable, trustworthy insights Led discovery through customer interviews, EAP feedback, and internal workshops Designed IA, interaction models, and core UI patterns for [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2287,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"pagelayer_contact_templates":[],"_pagelayer_content":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"class_list":["post-2309","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/2309","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/comments?post=2309"}],"version-history":[{"count":96,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/2309\/revisions"}],"predecessor-version":[{"id":6689,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/2309\/revisions\/6689"}],"up":[{"embeddable":true,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/2287"}],"wp:attachment":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/media?parent=2309"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}