OVERVIEW

Resolva is a support operations platform designed to help customer support teams manage conversations, account information, and internal knowledge in one unified workspace. The goal was to reduce tool fragmentation and help agents resolve customer issues faster with clearer context.

PROBLEM

Support teams rely on multiple disconnected tools to manage tickets, customer data, and documentation. This fragmentation slows down issue resolution, increases cognitive load for agents, and creates inconsistent support experiences for customers.

CONSTRAINTS

• Complex support workflows with multiple data sources
• High information density within limited screen space
• Need for fast scanning and minimal cognitive load
• Balancing operational efficiency with interface clarity

RESEARCH

Initial research included reviewing existing support tools and analyzing common support workflows. The focus was identifying friction points in agent workflows, particularly around context switching, information retrieval, and understanding customer history quickly.

DESIGN PROCESS

The design process focused on simplifying the support workflow through clearer information hierarchy and modular interface design. Wireframes explored ways to consolidate conversations, account context, and knowledge resources into a single interface, followed by iterative refinement of layout, navigation, and visual hierarchy to support faster decision-making.