Okta + Auth0 — Unifying the Support Experience with AI
After Okta’s acquisition of Auth0, both platforms continued to operate separate support experiences — creating confusion for users and inefficiencies for internal teams. My role as Lead Product Designer was to unify these fragmented flows into a single, intelligent support experience powered by conversational AI. The result was “Oktavia,” an adaptive AI assistant that guided users through issue resolution with clarity, context, and speed.
The Objective:
The goal was to design a unified case submission experience that simplified how users sought help across both Okta and Auth0. Customers often didn’t know which platform they were on or what type of support to request, leading to misrouted cases and wasted time. Our objective was to build a system that could intelligently interpret intent, dynamically adjust to user needs, and route cases accurately — reducing internal strain while improving user satisfaction.
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The Approach:
I partnered closely with product, AI engineering, and support leadership to map the full lifecycle of a customer issue — from identification to resolution. Through journey mapping and data analysis, we uncovered how disjointed entry points and form-heavy flows were leading to friction and inconsistent routing. I designed an AI-powered conversational interface that dynamically guided users through the process, tailoring questions based on real-time inputs. A fallback form was built for users preferring traditional entry, while a “Quick Case” flow was designed for technical teams to submit directly via preconfigured templates. Each element of the experience was validated with internal support staff and user testing to ensure clarity, accessibility, and trust.
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The Impact:
The redesigned support experience reduced routing errors by 35% and decreased average case handle time by 28%. Support agents reported fewer escalations and more relevant case data, while customers described the process as “significantly easier and faster” in post-launch feedback. Beyond performance metrics, the project served as a blueprint for integrating AI responsibly into enterprise workflows — demonstrating how thoughtful design strategy can bridge automation and human connection.
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