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

Customer facing mobile application for both account and service management.

Goals

Increasing self service by reducing customer service interactions and their connected resource needs.

Who It’s For

6 million+ Cox customers across the US

Hurdles

A hesitant user base and low confidence in the Cox brand.

Navigation

Once I completed my research, the first element that I addressed was the navigation. Service packages used by Cox customers can vary widely, therefore the navigation needed to be simple, flexible, and dynamic. Through this lens, only the services specifically used by the customer will appear as icons in the navigation.In the new Cox Connect, the navigation needed a larger role than to just simply navigate the user through the app. In this new design, the navigation also serves as a status indicator, displaying when a specific piece of their Cox Service needs either attention or action. This will enable users to quickly address issues with their accounts through the app, limiting calls for assistance, and cutting costs.

Dashboard

When users first open the app, they will be presented with a choice of “Smart Actions” that will adjust based on factors such as: date, location, status and services. This will ultimately predict the individual goals of the user, improving user experience and increasing user confidence as they will no longer need to search for the pertinent information they’re looking for.

Focused and Fast

To further improve the experience, I found that by using a high contrast field of color, I created a pattern that indicates to users that pertinent and current information will always be found at the top of the screen in the blue field. By continuing this pattern across the majority of the screens, users are taught to view this area for immediate information with each visit.

Results

This was a self directed initiative. I created the framework and strategy for a reimagining of the current app experience and provided these deliverables to senior leadership and prospective stakeholders. Through improved user experience design, users will be empowered to take control of their accounts. This will limit technician visits, reduce calls to call centers and most importantly, lower the cost of providing their services. It is my sincere belief that with sufficient funding and testing, these assets will provide a roadmap for an enhanced user experience on the Cox mobile platform.