Product Designer at PulseDesk
2023 — 2024
PulseDesk — B2B SaaS helpdesk for multichannel customer support and ticketing, affordable alternative to Zendesk for SMBs. I joined as a Solo Product Designer in a team of 16.
Problem
The product had a legacy design that was hurting sales. Key workflows — ticket management, knowledge base, settings — required too many steps to complete simple tasks. The web widget, sold as a separate product, looked outdated and wasn't converting.
Solution
I rebuilt the entire product by migrating it to Material UI components using the Minimal template, which sped up both design and development. Key changes:
Restructured the ticket submission workflow — reduced unnecessary steps so support agents could work faster.
Redesigned the knowledge base creation flow from scratch — made it structured and intuitive.
Rebuilt the settings architecture — easier to navigate, less confusion.
Rewrote UX copy across the entire product — clearer labels, better guidance.
Fully redesigned the web widget — new visual identity, cleaner UX, improved conversion. The widget continues to actively drive customer acquisition today.
Ensured a smooth transition from the old design to the new one — existing users could continue working without disruption.
Results
Widget redesign directly contributed to sales growth — it remains one of the main acquisition channels today.
Ticket and knowledge base workflows significantly simplified — fewer steps, less friction for support teams.
Smooth migration — zero disruption for existing users during the transition.
Design implementation quality improved through new review processes.
What I'd do differently
I'd push for metrics instrumentation earlier. The impact on sales was visible but not measured — and unmeasured impact is hard to defend.What I'd do differently
