Empowering decision makers

| UX Lead @ Cigna, 2021 – 2022

As the Lead UX Designer, I crafted an experience that empowered internal experts to work efficiently and stay proactive while finding joy in their daily tasks. My mission was to transform the user experience into a truly human experience by personalizing the designs with meaningful features tailored to each individual’s needs.

 

Challenge

Intake analysts, brokers, and underwriters often struggled with disconnected tools, leading to delays of up to two months in delivering personalized packages. This process caused confusion, stress, and increased errors as they navigated role changes and unclear timelines, leaving them feeling overwhelmed and risking business losses.

Understanding these challenges, I designed an integrated experience with clear navigation tailored to their roles and tasks. This solution enhanced visibility, fostered seamless collaboration, reduced stress, and accelerated the completion process by 300%, helping them work more confidently and efficiently.

 

Shedding light on the adventure

 

Discovery Research

I was fortunate to work with product owners and managers who recruited users for research and testing. We discovered that experts were duplicating efforts due to siloed workflows, confusion over data labels caused delays, and low motivation to use the new solution stemmed from unfamiliarity and training concerns. This research provided insights into current user operations, key obstacles to address, and ways to reduce cognitive load.

 

 

 

 

 

 

Defining Strategy

Once the insights were clear and potential hypothetical solutions (design concepts) were defined, I leveraged the IBM Enterprise Garage framework to invite experts to develop a feasible strategy and incremental approach with the product, business, and engineering teams to align on the approach. As a champion for the customer experience, I attended and contributed to planning meetings, prepared to assert what was necessary to execute the best achievable design.

 

 

 

 

Designing & testing

We then created use-case scenarios that centered on key enablers for the product and how it would fit seamlessly into users’ lives. Our goal was to design and test solutions that would de-risk our assumptions and create an experience that truly enhances people’s lives. To achieve this, we involved users early on by rapidly prototyping with tools like Adobe XD and Figma, listening to their feedback and understanding their reactions, so we could thoughtfully refine our designs to meet their needs.

 

 

 

 

Executing with care

To conclude the process, I polished the visuals and carefully documented the process flows and UI components before finalizing everything. The modern look and feel, scalable architecture, and intuitive data visualization transformed how businesses and SMEs managed RFPs and benefit proposals. This solution not only streamlined their operations and resolved their challenges but also changed how they engaged with data and products, creating an experience that was both powerful and enjoyable. It was rewarding to see how these changes made their work easier and more fulfilling.