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

Self directed initiative to redesign Cox's flagship app with the goal to gain budget and support from leadership to improve and enhance the experience.

Who it's for

6 million+ Cox customers across the US

Goals

  • Campaign for support and budget from stakeholders to implement changes
  • Bring cohesion to purpose of the app
    Update UI to elevate brand and bring to more current trends
  • Update UI to elevate brand and bring to more current trends

Challenges

  • Competing initiatives from different stakeholders has created disjointed hierarchy of needs
  • Budget, resources, and capabilities are fragmented among departments

My Role

  • Lead UX Designer, own UX strategy
  • Coordinate and delegate tasks to design team
  • Coordinate with product, business, and technology
  • Shepherd new features through the approval process to reach final production

Original Proposal

  • Based on qualitative feedback from app reviews and rating, previous research for other initiatives, and KPIs such as MAUs and monthly transaction share
  • Presented to leadership for various product lines to garner support and eventually budget for the proposed feature enhancements.

Support & Chat

Original Proposal

  • Dashboard with quick access “Smart Actions” based on multiple data points such as: date, location, network status, account status, and services.

Production Execution

  • “Smart Actions” located in chatbot
  • Chat still accessible in global header
  • Partnered with 3rd party vendor and Care team members to establish guidelines based on original proposal

Network Status

Original Proposal

  • Status indicator for each service in bottom navigation

Production Execution

  • Status indicator for overall network health on home page
  • Depending on scenario, specific service and actions will be surfaced
  • Improved accessibility with text label

Service Status

Original Proposal

  • Clear labeling of service status on service detail page

Production Execution

  • Full picture of service status on support page with individual status for each service line and dynamic content surfaced based on scenario

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.