{"id":6530,"date":"2026-01-13T15:37:53","date_gmt":"2026-01-13T15:37:53","guid":{"rendered":"https:\/\/platzchen.com\/en\/?page_id=6530"},"modified":"2026-01-18T11:55:38","modified_gmt":"2026-01-18T11:55:38","slug":"conversational-hc","status":"publish","type":"page","link":"https:\/\/platzchen.com\/en\/portfolio\/conversational-hc\/","title":{"rendered":"Conversational Help Center"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"6530\" class=\"elementor elementor-6530\">\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 vision for a conversational self-service experience spanning search, quick answers, and AI agents<\/li>\n\n<li>Partnered closely with Product and Engineering to align Knowledge, Messaging, and AI capabilities into a unified experience<\/li>\n\n<li>Led discovery and validation through unmoderated user testing, admin workflows exploration, and cross-functional workshops<\/li>\n\n<li>Designed core interaction models for search \u2192 AI handoff, suggested questions, and conversational continuity<\/li>\n\n<li>Shaped admin experiences for configuring Suggested Questions, including language handling, constraints, and scalability<\/li>\n\n<li>Synthesized research and feedback into MVP scope, delivery sequencing, and future-state vision<\/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\">Unifying search, self-service, and AI conversations<\/span>  into a single support journey\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\tThe Conversational Help Center reimagines self-service as a continuous, conversational experience, bridging traditional knowledge search, generative answers, and AI agents into a single, cohesive flow.\n<br><br>\nThe goal of this project was to reduce fragmentation across support touchpoints by allowing customers to start with search, receive meaningful AI-generated answers, and seamlessly continue the conversation, without losing context or being forced into channel switches. In parallel, the project introduces Suggested Questions, enabling admins to guide customers toward better entry points for self-service based on real search behavior.\n<br><br>\nThis work sat at the intersection of Knowledge, AI Agents, Messaging, and Search. I led design across discovery, concept exploration, validation, and early delivery planning, shaping both the end-user experience and the admin tooling required to make it scalable, configurable, and trustworthy.\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<\/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-96b96c6 elementor-widget elementor-widget-video\" data-id=\"96b96c6\" 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\/convohc.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\">Self-service today is fragmented<\/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\tEnd users often start in a Help Center search, encounter static articles or partial answers, and then must decide whether to refine their query, switch to an AI agent, or escalate to another channel entirely. While these channels are unified on the agent side, the customer journey remains disjointed, with context frequently lost between steps.\n<br><br>\nAt the same time, user expectations are shifting. Customers increasingly expect conversational, contextual support experiences similar to what they encounter in tools like ChatGPT or modern search engines. Traditional Help Centers struggle to meet these expectations, especially when queries are vague, poorly formed, or missing product context.\n<br><br>\nAdmins face a parallel challenge: while generative search and AI agents are powerful, they lack tools to shape how customers enter the experience, leading to inconsistent results and lower self-service success.\n<br><br>\nThe core problem wasn\u2019t just discoverability, it was continuity, guidance, and confidence across the entire support journey.\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=\"283\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-18-at-11.35.27.png\" class=\"attachment-large size-large wp-image-6758\" 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 search to conversation<\/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\tA central design challenge was enabling a smooth transition from informational search to conversational support, without forcing users into an abrupt context switch.\n<br><br>\nKey decisions included:<br>\n\n\u2022  Treating Quick Answers as a bridge, not an endpoint<br>\n\n\u2022 Making the transition to AI agents feel like a continuation of the same interaction, with prior context preserved<br>\n\n\u2022 Exploring multiple patterns (full-page conversation, expanded widget, sidebar experiences) to balance scalability, immersion, and feasibility<br><br>\n\nThe full-page conversational model emerged as the most future-proof, particularly for supporting multimodal interactions like voice, images, and rich sources, while still allowing pragmatic MVP entry points via widgets.\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=\"406\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-18-at-11.44.41.webp\" class=\"attachment-large size-large wp-image-6764\" 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\">Research & validation<\/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\tI led discovery and validation across research, workshops, and iterative testing, ensuring the experience was grounded in real user behavior while remaining feasible across teams.\n<br><br>\nThis included unmoderated user testing with Support Operations and Knowledge admins to validate the Suggested Questions setup, language handling, selection flows, and overall clarity of the admin experience. In parallel, I tested core experience assumptions, such as widget-based versus full-page conversational patterns, to assess scalability, comprehension, and alignment with long-term goals like multimodal support.\n<br><br>\nI also facilitated cross-functional design workshops with designers and product partners to explore multiple interaction models, align on scope, and stress-test the vision against delivery constraints. These workshops helped narrow early explorations into clearer directions, align expectations across teams, and surface key assumptions that required validation before implementation.\n<br><br>\nInsights from testing and workshops directly informed layout, hierarchy, terminology, MVP scope, and sequencing, allowing us to move forward with confidence while continuing to refine the long-term conversational Help Center vision.\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=\"342\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-18-at-11.37.04.png\" class=\"attachment-large size-large wp-image-6760\" 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-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\">Defined a cohesive UX vision for a conversational Help Center that unifies search, AI answers, and messaging<\/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\">Validated Suggested Questions as a valuable admin lever for improving self-service quality<\/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\">Established a scalable interaction model that supports future multimodal AI experiences<\/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\">Provided engineering-ready designs and flows for initial delivery while continuing to evolve the long-term vision<\/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\/convohc1.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\/convohc2.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\/convohc3.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\t<br>\nThis project reinforced several core principles in my design practice:<br>\n\n\u2022 Conversational UX is a system design problem, not a single interface<br>\n\n\u2022 AI experiences require strong entry-point guidance, not just better answers<br>\n\n\u2022 Admin tooling must scale with complexity without transferring cognitive load to users<br>\n\n\u2022 Validation is most effective when it informs what to build now vs. what to envision next<br>\n\n\u2022 Designing for future capabilities (voice, multimodal) requires early architectural thinking, even in MVPs<br><br>\n\nThe Conversational Help Center pushed me deeper into experience strategy, aligning long-term vision with near-term delivery, while keeping both customer and admin needs in balance.\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\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 vision for a conversational self-service experience spanning search, quick answers, and AI agents Partnered closely with Product and Engineering to align Knowledge, Messaging, and AI capabilities into a unified experience Led discovery and validation through unmoderated user testing, admin workflows exploration, and cross-functional [&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-6530","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/6530","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=6530"}],"version-history":[{"count":15,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/6530\/revisions"}],"predecessor-version":[{"id":6768,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/6530\/revisions\/6768"}],"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=6530"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}