Designing for


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


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.


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


As lead product 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.


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

  • Design specs
  • Prototype
  • User flows
  • Visual designs
Moving from wireframes into polished visual designs.

Moving from wireframes into polished visual designs.

Working alongside engineers and QA to ensure features launch at the highest level of craft and execution.
Next: Designing for privacy, safety, and security