Case Study: Merging the Okta & Auth0 Support Experience with AI
Following Okta’s acquisition of Auth0, both platforms continued running separate support case submission flows. This created confusion for customers and inefficiencies for internal teams. My role as Lead UX Designer was to design a unified experience that simplified case submission, reduced misrouting, and improved efficiency for both users and support agents.
The Goal:
Unify the case submission experience for both Okta and Auth0 users. The aim was to reduce confusion, streamline routing for support teams, and create a more intuitive flow that worked for both business and technical users.
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The Challenge:
Users often didn’t know if they were on Okta or Auth0 → led to misfiled cases. Multiple support flows caused long resolution times and heavy internal handoffs. Internal tools were strained by poorly categorized submissions. Both orgs had different requirements for case data, making unification complex. Traditional form-based flows proved too complicated. The team needed a smarter, simpler solution that worked for users and scaled across both platforms.
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The Result
We designed and prototyped an AI-powered assistant (“Oktavia”) to guide users through case submission. Conversational AI dynamically adjusted questions based on user input. Added a fallback form for those preferring traditional entry. “Quick Case” option streamlined submissions for developers. Impact: ⬇️ 35% reduction in case routing errors ⏱️ 28% faster average handle time 🧠 Positive user + internal feedback: “Way easier to use than the old system.” 🎯 Seamless experience across both Okta and Auth0
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