Work
Work
Cigna OneGuide
Cigna OneGuide
Client
Client
Cigna
Cigna
Project Results
Project Results
Mobile Solution
Mobile Solution
Scope of Work
Scope of Work
User Experience, Research & Testing, Stakeholder Alignment.
User Experience, Research & Testing, Stakeholder Alignment.
Sector
Sector
Healthcare
Healthcare
Overview
Overview
Cigna knows that healthcare plans can be confusing for customers.
Enter able, a purpose-driven brand powered by a utility platform.
They wanted to demystify healthcare insurance, creating a simpler and more inclusive experience.
They wanted to demystify healthcare insurance, creating a simpler and more inclusive experience.
The Problem
The Problem
Cigna hired Citizen to design an app called Compass.
Enter able, a purpose-driven brand powered by a utility platform.
Compass helps customers get the most out of their experience by explaining policies and suggesting healthcare options.
The only issue is, it’s separate from Cigna’s main subscriber platform: myCigna.
This led to a disconnect between the details of existing coverage (on myCigna) and the solutions that Compass was attempting to provide.
Compass helps customers get the most out of their experience by explaining policies and suggesting healthcare options.
The only issue is, it’s separate from Cigna’s main subscriber platform: myCigna.
This led to a disconnect between the details of existing coverage (on myCigna) and the solutions that Compass was attempting to provide.
The Solution
The Solution
Cigna OneGuide - a mobile app that provides contextual information at every critical moment along the customer’s healthcare journey.
Enter able, a purpose-driven brand powered by a utility platform.
What makes it uniquely superior: it “senses” moments of potential doubt or misunderstanding in a customer’s healthcare journey and delivers answers effectively.
What makes it uniquely superior: it “senses” moments of potential doubt or misunderstanding in a customer’s healthcare journey and delivers answers effectively.
Here's how it happened…
Here's how it happened…
Understand People Suffering From MSK Back-pain
Understand People Suffering From MSK Back-pain
Understand People Suffering From MSK Back-pain
I was hired as the User Experience Consultant to observe research and synthesize insights, that could leverage the sensing capabilities of Cigna OneGuide.
I was hired as the User Experience Consultant to observe research and synthesize insights, that could leverage the sensing capabilities of Cigna OneGuide.
I observed 14+ participants, as they described their journey with musculoskeletal back pain to the research moderator.
The participants were each in a different stage in their journey, ranging from newly hurt, to suffering for years, to discussing surgery.
Our goals were to:
Establish realistic back-pain journey (map it out)
Sense moments in that journey where CignaOne could intuitively make suggestions
After gathering these data, I designed a series of sensing moments for the app.
I interviewed the participants again to understand their impressions of those sensors and the suggestions that followed.
My goal was to determine whether the concept aligned to users’ expectations. Does the user understand what to do next in this back-pain journey? Has the user become equipped to manage this situation with more confidence?
I observed 14+ participants, as they described their journey with musculoskeletal back pain to the research moderator.
The participants were each in a different stage in their journey, ranging from newly hurt, to suffering for years, to discussing surgery.
Our goals were to:
Establish realistic back-pain journey (map it out)
Sense moments in that journey where CignaOne could intuitively make suggestions
After gathering these data, I designed a series of sensing moments for the app.
I interviewed the participants again to understand their impressions of those sensors and the suggestions that followed.
My goal was to determine whether the concept aligned to users’ expectations. Does the user understand what to do next in this back-pain journey? Has the user become equipped to manage this situation with more confidence?
Craft Solutions
Craft Solutions
Craft Solutions
With my findings, I designed sensing scenarios that provided customers what they wanted, and when. I evolved those sensing scenarios into digital touchpoints within the mobile application.
With my findings, I designed sensing scenarios that provided customers what they wanted, and when. I evolved those sensing scenarios into digital touchpoints within the mobile application.
This would simplify the healthcare experience by providing customers with contextual guidance, and anticipating their needs at key moments, during their healthcare journey.
This would simplify the healthcare experience by providing customers with contextual guidance, and anticipating their needs at key moments, during their healthcare journey.
The Results
The Results
The Results
With the integration of Cigna OneGuide’s sensing solutions, Cigna reported a significant reduction in calls to Cigna customer care lines.
With the integration of Cigna OneGuide’s sensing solutions, Cigna reported a significant reduction in calls to Cigna customer care lines.
Customers can rely on answers being delivered as the questions arise in real-time. As a result, customer satisfaction and trust trend upward, while the people are empowered to make better decisions for their health.
Customers can rely on answers being delivered as the questions arise in real-time. As a result, customer satisfaction and trust trend upward, while the people are empowered to make better decisions for their health.
Other Work
@ 2023 Aderinsola
@ 2023 Aderinsola
@ 2023 Aderinsola