Description

The Challenge
COX Communications needed to modernize its in-store experience by unifying fragmented digital tools, sales systems, and customer interactions into a connected platform. Existing tools lacked cohesion and real-time data integration, limiting both customer engagement and sales effectiveness across retail locations.

My Role
As Senior Experience Designer, I defined the end-to-end experience across a multi-system retail ecosystem spanning interactive tools, rate calculators, and digital displays. I led the design of a connected system architecture tied to shared CMS and real-time data flows, aligning physical and digital touchpoints into a cohesive experience. In parallel, I drove accessibility standards across both interfaces and in-store hardware, while introducing more structured stakeholder alignment practices to reduce delivery friction and improve cross-team consistency.

The Results
Reframed in-store tools from standalone experiences into a unified sales enablement platform

Unified multiple tools into a scalable, data-connected retail experience

Improved alignment between customer engagement and sales workflows

+10% increase in in-store visits

+5% increase in renewed or upgraded service agreements

Scaled from 12 pilot locations to ~80% of retail footprint over time

Role

Sr. Experience Designer

For

COX Communications