Blog Author

Buzz Usborne

Buzz is the Principal Designer at Help Scout, working from a tiny surf town on the East coast of Australia. When he’s not designing you’ll find him on a beach or up a mountain with his wife and two kids.

Posts by Buzz

Listen First, Design Later

Listen First, Design Later

Why We Redesigned Inbox

Why We Redesigned Inbox

Behind the Scenes: The Design of Beacon

Behind the Scenes: The Design of Beacon

6 Tips for How to Collaborate on Remote Design Teams

Growth & Culture

6 Tips for How to Collaborate on Remote Design Teams

Help Scout Weekly

Get our best content in your inbox

Fresh perspective, hot takes, and practical advice on building better customer experiences and company culture.

Discover the latest in...

Growth & Culture

Help Scout Unscripted: Broken Bones

Growth & Culture

Help Scout Unscripted: Broken Bones

Help Scout Unscripted: TV Shows

Growth & Culture

Help Scout Unscripted: TV Shows

How to Build a Great Remote Company Culture

Growth & Culture

How to Build a Great Remote Company Culture

Product

How to Shave Hours off Response Time With AI Answers

How to Shave Hours off Response Time With AI Answers

Principled Building: How We Approach AI at Help Scout

Principled Building: How We Approach AI at Help Scout

Help Scout's 2025 Fall Seasonal Release

Help Scout's 2025 Fall Seasonal Release

Customer Service

How to Shave Hours off Response Time With AI Answers

How to Shave Hours off Response Time With AI Answers

Let's call a bot a bot

Let's call a bot a bot

Creating a Great Customer Self-Service Experience in 2026

Customer Service

Creating a Great Customer Self-Service Experience in 2026

Try Help Scout for free

A better experience for your customers, fewer headaches for your team. You’ll be set up in minutes

Free 15-day Trial Get a Demo