Cox My Account Experience
In 2014, Cox Communications wanted to remake their My Account experience for current customers. With new SLA (service-level awareness) capabilities, Cox could now show customers’ content relevant their actual services instead of generic information. There was no budget for user research or testing, so we decided the best approach was to utilize the SLA capabilities as much as possible to give customer’s a truly personalized experience. Through daily brainstorms and working sessions with myself, the strategist, UX designer, writer, and art director, we developed a responsive, dynamic dashboard that rearranges contextual “cards” for each service (TV, internet, phone, home security), support, alerts, and promos based on where a customer is in their Cox service life cycle. To differentiate from the Cox.com marketing site, we recommended making My Account the Cox.com experience for current customers after sign in.