Designing Faster Resolutions for Businesses and Customers
This project is under NDA. Certain details and visuals have been anonymized.
Project Overview
This is a complaint resolution platform that allows users to file public complaints against businesses and track their resolution progress.
Businesses can respond, resolve issues, and improve their reputation through faster resolutions, measured by the unique Resolution Score.
Role
UX/UI Designer
Timeline
May 2025- Jun 2025
Tools
Figma, Figjam
Challenges
- Lack of transparency in existing complaint platforms.
- Businesses hesitant to engage publicly due to fear of reputational damage.
- No standard metric to track complaint resolution speed.
- Users unsure if their complaints will lead to any real action.
- Limited trust between users and businesses.
Problem
Existing platforms lacked:
- A trust-building mechanism for both sides.
- A clear resolution progress tracker for users.
- An incentive for businesses to resolve issues quickly.
Solution
- Introduced the Resolution Score, a rating that reflects how quickly and effectively a business resolves complaints.
- Designed a dual interface for both users and businesses with tailored features.
- Added status tracking so users know exactly what stage their complaint is in.
- Created a business dashboard with analytics to help companies improve their resolution process.
Dashboard at-a-glance KPIs + Resolution Score for accountability.
My Design Process
Understanding Stakeholders
Information Architecture
Wireframing
UI Design
Iterative Improvements
Wireframing
UI Showcase
Dashboards surface open cases and a transparent Resolution Score.
Comprehensive provider profile showcasing verified credentials, endorsements, and practice results to establish trust at a glance.
Content hub with industry insights, certified spotlights, and peer success stories to keep providers and clients engaged beyond profiles.
Mobile-first design for browsing providers, endorsing peers, and tracking certification progress, credibility on the go.
Outcomes
- Faster resolution cycles with Resolution Score as an incentive.
- Improved trust between businesses and customers.
- Clear, guided complaint flow reduces drop-offs.
Key Takeaways
Trust-building features are critical in conflict-resolution platforms.
Transparency benefits both parties — users feel heard, businesses can showcase responsiveness.
Metrics like Resolution Score encourage continuous improvement.
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Work
About
Designing Faster Resolutions for Businesses and Customers
This project is under NDA. Certain details and visuals have been anonymized.
Project Overview
This is a complaint resolution platform that allows users to file public complaints against businesses and track their resolution progress.
Businesses can respond, resolve issues, and improve their reputation through faster resolutions, measured by the unique Resolution Score.
Role
UX/UI Designer
Timeline
May 2025- Jun 2025
Tools
Figma, Figjam
Challenges
- Lack of transparency in existing complaint platforms.
- Businesses hesitant to engage publicly due to fear of reputational damage.
- No standard metric to track complaint resolution speed.
- Users unsure if their complaints will lead to any real action.
- Limited trust between users and businesses.
Problem
Existing platforms lacked:
- A trust-building mechanism for both sides.
- A clear resolution progress tracker for users.
- An incentive for businesses to resolve issues quickly.
Solution
- Introduced the Resolution Score, a rating that reflects how quickly and effectively a business resolves complaints.
- Designed a dual interface for both users and businesses with tailored features.
- Added status tracking so users know exactly what stage their complaint is in.
- Created a business dashboard with analytics to help companies improve their resolution process.
Dashboard at-a-glance KPIs + Resolution Score for accountability.
My Design Process
Understanding Stakeholders
Information Architecture
Wireframing
UI Design
Iterative Improvements
Wireframing
UI Showcase
Dashboards surface open cases and a transparent Resolution Score.
Comprehensive provider profile showcasing verified credentials, endorsements, and practice results to establish trust at a glance.
Content hub with industry insights, certified spotlights, and peer success stories to keep providers and clients engaged beyond profiles.
Mobile-first design for browsing providers, endorsing peers, and tracking certification progress, credibility on the go.
Outcomes
- Faster resolution cycles with Resolution Score as an incentive.
- Improved trust between businesses and customers.
- Clear, guided complaint flow reduces drop-offs.
Key Takeaways
Trust-building features are critical in conflict-resolution platforms.
Transparency benefits both parties — users feel heard, businesses can showcase responsiveness.
Metrics like Resolution Score encourage continuous improvement.
Home
Work
About
Designing Faster Resolutions for Businesses and Customers
This project is under NDA. Certain details and visuals have been anonymized.
Project Overview
This is a complaint resolution platform that allows users to file public complaints against businesses and track their resolution progress.
Businesses can respond, resolve issues, and improve their reputation through faster resolutions, measured by the unique Resolution Score.
Role
UX/UI Designer
Timeline
May 2025- Jun 2025
Tools
Figma, Figjam
Challenges
- Lack of transparency in existing complaint platforms.
- Businesses hesitant to engage publicly due to fear of reputational damage.
- No standard metric to track complaint resolution speed.
- Users unsure if their complaints will lead to any real action.
- Limited trust between users and businesses.
Problem
Existing platforms lacked:
- A trust-building mechanism for both sides.
- A clear resolution progress tracker for users.
- An incentive for businesses to resolve issues quickly.
Solution
- Introduced the Resolution Score, a rating that reflects how quickly and effectively a business resolves complaints.
- Designed a dual interface for both users and businesses with tailored features.
- Added status tracking so users know exactly what stage their complaint is in.
- Created a business dashboard with analytics to help companies improve their resolution process.
Dashboard at-a-glance KPIs + Resolution Score for accountability.
My Design Process
Understanding Stakeholders
Wireframing
Iterative Improvements
Information Architecture
UI Design
UI Design
Wireframing
UI Showcase
Dashboards surface open cases and a transparent Resolution Score.
Comprehensive provider profile showcasing verified credentials, endorsements, and practice results to establish trust at a glance.
Content hub with industry insights, certified spotlights, and peer success stories to keep providers and clients engaged beyond profiles.
Mobile-first design for browsing providers, endorsing peers, and tracking certification progress, credibility on the go.
Outcomes
- Faster resolution cycles with Resolution Score as an incentive.
- Improved trust between businesses and customers.
- Clear, guided complaint flow reduces drop-offs.
Key Takeaways
Trust-building features are critical in conflict-resolution platforms.
Transparency benefits both parties — users feel heard, businesses can showcase responsiveness.
Metrics like Resolution Score encourage continuous improvement.