It all started with ‘building a smart knowledge base should no longer be a dream”. Our vision was to create a solution that provided content creators’ insights into the ever-changing world with their Zendesk data; a one-stop shop where they can go on a Monday morning and everything they need will magically be there.
After initial product research, we found out that today, the process of identifying knowledge creation/optimization opportunities is very reactive. Content Creators are often waiting for the support agent to notice a trend and raising an email. By the time content is published, it’s often too late.
The initial step to reaching this vision, we first need to tackle the problem of:
“How can we proactively highlight knowledge creation and optimization opportunities to Content Creators?”
We wanted to solve this problem in a Zen way and redefine the world of knowledge management. With collective power, we came up with the idea:
“What if machines could read support tickets, grouped similar ones and summarised them in a meaningful way.’
After a couple of months of data science research, our scientists proved that this is actually possible!!
Now having proved the concept is feasible, the product/design challenge is:
“How can we design a product experience inside Zendesk Guide that presents our data in an understandable way.”
After a few remote design iterations with the Copenhagen team, we were able to come up with design concepts receiving mixed reviews.
With time ticking away and a scheduled Early Access Program (EAP) of March, we urgently needed to establish a tight feedback loop between the remote teams in order to bring this vision to life. With the support of the business, we took the bold move and invested in co-locating the teams in Melbourne to form one ULTIMATE team to consolidate our ideas.
In our case; 2 engineers, 1 designer flying from cold, cold Copenhagen to join us in sunny Australia for a week. With the long flight and time difference, successful colocation is no easy feat.
Now the week is over and what we called the ‘COLOYOLO” week ended up being a huge success… To share our experience, we will be publishing a series of stories over next week to share our learnings and how we got the most out of the week.
The second post is now available, find it