COX Communications wanted a new global design system, and integrated digital projects to support the new in-store experiences. The aim was to bring more customers in store, give their in store reps and vendors better tools for sales conversions, and give customers exciting new hands-on tools to help inform their choices with purchasing.

Using a series of different research tasks as each new aspect of the project was scoped, my team and I used a blend of on site customer interviews, stakeholder interviews, competitive analysis, remote moderated user testing, and onsite accessibility testing to create an entire in store experience. New digital demonstration tools, rate calculators, interactive digital information displays, and a customized VR and AR experiences. All of these needed to be linked to the same CMS sources and all feed directly back to each store, and each store connected back to their corporate data hub to have live feeds of sales, interactions, and home demonstrations.

Iteration of Processes is just important as Iteration of Design. Being with the agency in Minnesota, working on this from outside the headquarters in Atlanta, there wasn’t many opportunities for quick conversations and chats with the COX leadership for small updates and feedback, and over time this would lead to a lot of miscommunication and misalignment on current priorities and strategy. Seeing this pattern and suggesting to our account team that we pivot and set up more deliberate, scheduled touch points with the client with the expectation of them being present really helped to minimize these problems, and keep the work flowing and on schedule for each new phase of work.