Zendesk UX Case Study
This is a case study of Zendesk’s e-commerce user experience (UX) performance. It’s based on an exhaustive performance review of 240 design elements. 250 other sites have also been benchmarked for a complete picture of the e-commerce UX landscape.
Zendesk’s overall e-commerce UX performance is decent. Notably, Zendesk has a good Desktop Web UX performance.
First benchmarked in December 2021 and reviewed once in July 2024.
Performance: 59.9Decent
URL: zendesk.com
UX Award Winner (see all):
Digital Subscriptions & SaaS (desktop)Top 1%
Overall UX Performance
240 Guidelines · Performance:
Desktop Web
124 Guidelines · Performance:
Mobile Web
116 Guidelines · Performance:
To learn how we calculate our performance scores and read up on our evaluation criteria and scoring algorithm head over to our Methodology page.
The scatterplot you see above is the free version we make public to all our users. If you wish to dive deeper and learn about each guideline and even review your own site you’ll need to get premium access.
Zendesk’s Desktop Web E-Commerce Design
9 pages of Zendesk’s e-commerce site, marked up with 90 best practice examples:
Zendesk’s Mobile Web E-Commerce Design
7 pages of Zendesk’s e-commerce site, marked up with 85 best practice examples:
Explore Other Research Content
Every week, we publish a new article on how to build “state of the art” e-commerce experiences — here’s 5 popular ones:
Drop-Down Usability: When You Should (and Shouldn’t) Use Them
Format the “Expiration Date” Fields Exactly the Same as the Physical Credit Card (72% Don’t)
PDP UX: Core Product Content Is Overlooked in ‘Horizontal Tabs’ Layouts (Yet 28% of Sites Have This Layout)
Form Field Usability: Avoid Extensive Multicolumn Layouts (16% Make This Form Usability Mistake)
Form Usability: Getting ‘Address Line 2’ Right
See all 406 articles in the full public archive.