Designing for
well-being

ABOUT

Cigna is a Fortune 15 global healthcare and insurance company with 190+ million customers.

BACKGROUND

Cigna's Case Management team is made of nurses, health coaches, pharmacists, and other staff who work behind the scenes to help customers manage chronic health conditions such as diabetes, lupus, or epilepsy.

OPPORTUNITY

Make it easy for Cigna's Case Management team to support customers and their families.

RESPONSE

As lead designer, I was responsible for:

• Owning the end-to-end design (user flows, interaction, visual design) across desktop, responsive, and iOS & Android.
• Creating a customer insights report outlining industry best-practices and opportunities which informed the interaction and visual design direction.
• Creating several prototypes for user research.
• Sharing initial concepts / early designs with Case Managers on a weekly basis.
• Writing user stories (UX backlog) for new features.
• Creating a confluence page to document scope, latest designs and specs.
• Working closely with engineering and QA to ensure a quality deliverable.

MVP features include an initial outreach email, a conversation between a Case Manager and a customer, and notifications when a customer has a new message/reply from Cigna.

POST MVP features include typing indicators, agent photos, online/offline indicators, file attachments, video chat and click-to-call capabilities.

OUTCOME

Cigna's new digital messaging feature helps increase patient engagement, reduce total cost of care and improve patient health outcomes.

DELIVERABLES

• Design specs
• Prototype
• User flows
• Visual designs