Digital Product · Interaction Design
Twenty digital features, designed to lower the cost of getting things done
Designed interfaces and interaction flows across residential and business customer platforms, grounding each feature in usability testing and shipping measurable reductions in task time.
- Company
- Cox Communications
- Role
- Lead User Experience Designer
- Testing
- 40+ customers
- Delivery
- Agile, 8+ teams
The challenge
What wasn't working
Journey strategy only counts when it reaches the screen. Across residential and business platforms, customers were completing common tasks through flows that had accumulated steps nobody had revisited in years.
The work was to take the pain points identified upstream in journey mapping and resolve them at the interaction level — without breaking the platform consistency customers relied on.
The work
How I approached it
Artifacts
- Interaction flows and wireframes
- Interactive prototypes
- Design specifications for engineering
- Usability test plans and findings
- Pattern contributions to the design system
Feature work anchored to the journey
Each feature started from its position in the end-to-end journey, so the design question was never just 'is this screen usable' but 'does this reduce the total cost of the customer's task'.
Usability testing with 40+ customers
I supported research and usability testing with more than 40 customers, translating findings into wireframes, prototypes, and design specifications rather than leaving them as observations in a report.
Designed with engineering, not at them
Working in an agile environment with product managers and engineers, I brought interaction decisions into the conversation early so feasibility shaped the design instead of truncating it after the fact.
Consistency through the design system
I leaned on established platform patterns so 20+ features felt like one product, which also made specification and handoff meaningfully faster.
Outcomes
What changed, measurably
-15%
task completion time
Across the digital features redesigned for residential and business customers.
10+
enhancements shipped
Product enhancements delivered directly from customer research and usability findings.
30+
solutions delivered
Solutions taken from ideation through deployment with 8+ cross-functional teams.
Reflection
Strategy and craft aren't separate jobs. The journey work told me which fifteen percent of the task to remove; the interaction work is what actually removed it.
Let's map the journey that's been holding you back.
Open to Lead and Staff UX / Service Design roles.