Case study
Well-being
Cigna is a Fortune 15 global healthcare and insurance company with 190+ million customers.
About
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.
My role
Leading design from concept to execution.
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.
The work
From first concepts to shipped screens.
Outcome
Cigna’s new digital messaging feature helps increase patient engagement, reduce total cost of care and improve patient health outcomes.
Deliverables
Next project
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