Case study
Live chat
Cigna is a Fortune 15 global healthcare and insurance company with 190+ million customers.
Business Outcomes
4%-
Decrease in customer support calls
$3M+
Savings/year due to reduced call volumes
10pts+
Increase in Net Promoter Score (NPS)
Opportunity
Introduce new features / functionality so customers can get support within their channel of choice.
My role
Leading design from concept to execution.
As lead product designer, I was responsible for:
- Working closely with an agency to communicate the UX strategy and vision to key stakeholders.
- Keeping leadership informed and aligned on scope and timelines.
- Validating assumptions via user testing.
- Ensuring design deliverables aligned with Cigna’s interface guidelines and design patterns.
The work
From first concepts to shipped screens.
Outcome
The new chat experience launched on time and the designs were well received by stakeholders and customers. Customers are now able to resolve their inquiries quickly and efficiently within their channel of choice.
Net Promoter Scores (NPS) improved significantly. In 2018, chat experienced it’s highest NPS increase (+14 points) from 27 to 41. From 2019-2020, NPS scores increased by 10 points from 41 to 51.
Deliverables
Design specsPrototypes for user reseachUser flowsVisual designs
Testimonial
“
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...”
Next project
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