Cox App
A reimagining of the Cox app with a focus on self service that considers all aspects of the customer experience and how it can support the customer, both digitally and physically.
A reimagining of the Cox app with a focus on self service that considers all aspects of the customer experience and how it can support the customer, both digitally and physically.
What it is & Who it's for
A self-directed initiative to redesign Cox's flagship app, serving over 6 million customers across the US. The goal was to gain budget and support from leadership to enhance the overall experience.
My Role
As the lead designer, I spearheaded the redesign to bring cohesion to the app's purpose and elevate the brand's UI, aligning it with current industry design trends.
goals
The design aimed to create a unified experience, updating the UI to elevate the brand and align with industry trends. The primary goal for this initiative was to secure budget and support from leadership to enhance the app's overall user experience.
challenges
Primary challenges included managing competing initiatives from various stakeholders, resulting in a disjointed app hierarchy. Budget, resources, and capabilities were fragmented across departments, necessitating diplomatic stakeholder management for effective alignment.
Support & chat
Proposed Design
In the original experience, all customers shared the same dashboard, requiring them to communicate their needs. The proposed design enhances user interaction with 'Smart Actions' generated using AI, based on factors like date, location, network status, account status, and services. These actions adapt to customer behavior, offering ultimate personalization and flexibility.
Support & chat
Production
Responding to stakeholder feedback, I condensed the full-screen dashboard into the upper portion of the home page. 'Smart Actions' were relocated to the chatbot, strategically placed on both the dashboard and global header. Collaborating with a third-party vendor and Care team members, I established AI guidelines aligned with the original proposal and overarching strategy.
network status
Proposed Design
In prior research on our service offerings, a I identified a significant pain point for customers in understanding the status of their services. This often led to customers calling into Cox during outages, causing dissatisfaction and putting a strain on business resources. To address this issue, I introduced a simple self-service solution—a persistent status indicator under each respective service. This provided a quick glance status of all the customers services.
network status
Production
The service status was relocated to the focus area of the home screen, providing enhanced prominence and accessibility through clear text labeling, iconography, and color indicators. To further reduce customer calls, a quick link was introduced, offering direct access to self-service solutions.
service status
Proposed Design
The service status served as a sister feature to the global network status component. In the proposed design, each service had a dedicated page with deeper details on devices, data, and self-service actions. This detailed view aimed to enhance clarity on the status, providing users comprehensive information for self-service and effectively reducing calls to the call center.
service status
Production
Due to technology constraints, the service status was moved to the "Support" page creating single view of service status individual status for each service line and dynamic content surfaced based on various scenarios of services and connectivity status.
Results
As the Cox App team did not have formal testing and data resources available at the time of production, we used available metrics and KPIs to guide our success and provide meaningful improvement to the app users and business.
