Cigna is a Fortune 12 global healthcare and insurance company with 73,000+ employees. Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable.
01.Expand on Cigna's new brand guidelines. |
02.Create prototypes to validateideas and conduct user testing. | 03.Drive design from wireframes to polished visual designs. |
Based on voice-of-the customer (VOC) feedback, customers were struggling to get their issues resolved.
As the lead product designer, I was responsible for:
Net Promoter Scores (NPS) improved significantly. In 2018, chat experienced it's highest YoY NPS increase (+14pts) from 27 to 41. From 2019-2020, NPS score increased by 10 points from 41 to 51.
4%-Decrease in Customer Support Calls |
10pts+Increase in Net Promoter Score (NPS) |
"OMG… Having Hugo on the team is SO valuable!
Both Friday and today, he was able to bring my design thinking into visual designs almost as fast as I could think it through. Critical because the design needed to be final today for developers to get started on it. That would not have happened fast enough without his help.
Just one way that he’s been a great addition, as you know..."