Cox Communications aimed to enhance value and engagement while stimulating adoption of its new senior care service, Homelife Care. Planning to pilot the new offering before full market launch, the company engaged Informed XP to review and recommend customer journey optimizations prior to release.
What We Did
In a short period of time, IXP interviewed stakeholders, reviewed back stage operations, assessed competitors and performed usability testing. Current and future state journeys were created to provide specific insights and recommendations that:
- Identified unique needs of seniors and the adults that care for them within the experience
- Improved the user experience over the customer lifecycle
- Optimized operational and business workflows
Immediately following the effort, the company was able to integrate recommendations to increase service value, maximize user engagement and improve operations prior to launch.