Bridging the Gap in Healthcare

Reimagining provider experiences to improve care delivery and reduce burnout

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Project

Evernorth (The Cigna Group)

Role

Lead UX Designer | Strategy, Research, Design Systems, Prototyping

Collaborators

5 Cross-functional teams: 3 Developer teams, 2 Business Owners, 3 Engineers

Duration

18 months | 6-person team | 400+ features shipped

The Challenge

Providers were struggling to deliver effective care due to scattered patient data, siloed systems, and administrative overhead. Critical decisions were slowed by disconnected workflows, ultimately impacting patient outcomes and provider wellbeing.

The Goal

Design an integrated platform that improves:

  • Information flow between patients, providers, and systems
  • Care efficiency through smarter, more intuitive workflows
  • Provider experience by reducing cognitive and administrative burden — include intelligent, in-context support

    • My Role

    As Lead UX Designer, I:

  • Directed a team of 6 across research, prototyping, and systems design
  • Led co-creation workshops with provider networks
  • Established a unified design system in parallel with the brand team

    • Problem visualization
    Solution visualization

    Approach

    • Research & Strategy
      We conducted interviews with healthcare providers understand where inefficiencies and pain points occurred. This informed a set of guiding design principles rooted in clarity, control, and cognitive relief.
    • Intelligent Assistance Built In
      The integrated virtual assistant delivers quick, context-aware support directly within the platform, freeing providers from workflow interruptions.
    • Parallel Design System Development
      We built the design system alongside the new brand guide — enabling seamless alignment from the start. This empowered our teams to ship faster without sacrificing polish or cohesion.
    • Unified Experience + Clear Documentation
      Every pattern, component, and rationale was documented in Confluence, creating a scalable foundation and shared language across teams.
    Accent graphic

    Impact

    Key performance indicators achieved

    -90%

    Reduction in Onboarding Time

    -27%

    Reduced Task Completion Time

    +30%

    Network Growth

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