SROBUX

Content Design

Resolver

Overview

In 2018, I conducted large scale research to identify areas of improvement for Resolver, a free complaints Resolution tool. I found that customers felt Resolver was 'not doing enough' to solve their complaints. I set about to remedy this.

Approach

There was limited scope for changing Resolver's services. Instead, I focussed on managing user expectations via better service emailing. By mapping customer pain points, I identified key timeframes for contact. By better signposting the features available to users, we ensured users felt supported throughout their journey.

Resolver

London