As the sole UX designer on the Cox Business order experience project, I was tasked with defining, ideating, and delivering a brand-new interface for business customers. Historically, there was no dedicated page for business customers to view their previous orders without contacting sales, making thorough discovery and research essential.

Our internal analytics team and third-party consultants provided a solid foundation of our capabilities and expectations, allowing me to focus on comparative analysis. While residential customers already had an order experience, the complexity of enterprise orders posed a unique challenge. Cox Business serves a wide range of clients, from small salons to large multi-location enterprises, so the solution needed to be both simple and scalable. With no prior user expectations for this new feature, comparative analysis helped us draw inspiration from the best order processes on the web.

With a defined scope and set requirements, I created early wireframes to foster discussions and collaboration with key teams: sales, development, and customer service representatives. This collaboration was crucial in detailing and refining the initial order experience, with wireframes being iteratively updated throughout the process. Once we identified user needs and accounted for our partner teams’ requirements, we developed more detailed and comprehensive wireframes.

After finalizing major components of the order experience, such as the main order page, order history, dashboard interactions, and notifications, I transitioned to creating high-fidelity screens. A significant challenge at this stage was the need to launch a minimum viable product (MVP) faster than the completion of some back-end technologies. To address this, we divided the visual designs into two phases for development and stakeholder visibility. This phased approach, along with detailed change log updates, ensured complete clarity on the differences between the two phases.

The end result was an order experience that catered to both new and existing customers at any business level, without introducing confusion or complexity. By focusing on the status of an order (processing, shipped, and delivered), we pinpointed and showcased the most valuable information for the user. This focus on order status was consistently maintained from the order page to the dashboard and finally to our alerts.

Key Project Achievements:

• Created a brand-new, status-focused order experience.
• Introduced updated global components.
• Launched a new global page header style.
• Integrated current order functionality into the orders experience.
• Enabled service appointment scheduling through the order interface.
• Engaged and alerted users of equipment available for self-installation directly from the order page.

By employing a user-centered design approach and collaborating closely with cross-functional teams, we delivered a robust, scalable order experience that met the diverse needs of Cox Business customers.