ServiceDesk

In late 2021, after successfully redesigning ApplyGuide (ApplyBoard’s internal knowledge base), the IT team brought me on to design and develop a new UI for their ServiceDesk platform. The project involved reimagining their help desk experience by improving navigation, optimizing the ticket request flow, and aligning the design with ApplyBoard’s brand.

Zendesk Guide's default Copenhagen theme before the redesign.

Project background

The IT team had been using a Jira-powered help desk, but it lacked customization and self-service features. They decided to move to Zendesk but needed design and front-end expertise to bring their vision to life. Having led ApplyGuide’s redesign earlier that year, I was brought in to do the same for ServiceDesk.

The original wireframe and design concept provided by the IT team.

My role and approach

Starting with the team’s wireframes, I turned their ideas into a clean, intuitive UI in Zendesk Guide. The goal was to make it easier for employees to find help, so I:

Simplified navigation to highlight three key pages: Home, Submit a Request, and My Requests.
Designed a modern, branded landing page with stacked support categories and an accordion for easy browsing.
Upgraded the Submit a Request page using jQuery, JavaScript, and CSS to dynamically update content based on user selections.

Mockups showcasing the redesigned landing page, new navigation, split-screen layout, and the optimized ticket flow.

The outcome

The redesign transformed Zendesk Guide into a dedicated help desk, making it easier for employees to submit and track requests. After launch, the business reported faster SLA times, and users found it much easier to get the help they needed, a major win for IT support at ApplyBoard.