The goal of this initiative is to consolidate four different portals into one portal that covers all of our user's needs in one place
Timeline
4 months
Role
UI / UX Design
Background
Cigna for Employers offers a suite of healthcare solutions designed to meet the diverse needs of businesses, prioritizing employee health and well-being while also addressing cost management concerns. Through a range of health insurance plans, wellness programs, and digital health tools, Cigna enables employers to create a healthier workforce, enhance employee engagement, and optimize productivity.
Problem
The employer services were split into 4 different portals, that required 4 different logins, creating a broken experience for employers. The challenge of consolidating four portals revolves around streamlining access, data management, and user experience. With disparate portals, there was a redundancy in functions, data silos, and inconsistencies in user interfaces, leading to inefficiencies for both employers and employees.
Objective
I aimed to unify these portals into a single, cohesive platform, simplifying access to benefits information, health management tools, and administrative functions. This consolidation will not only enhances user experience but also facilitates better data integration and analytics, enabling more informed decision-making for employers regarding healthcare benefits, costs, and employee well-being. Additionally, a consolidated portal can promote consistency in communication, support, and branding, ultimately improving overall satisfaction.
The next step was to conceptualize how to consolidate multiple features into one unified portal
Cross functional working sessions
I began by assessing the top tasks for each type of employer (including views varying by roles & permissions). I then commissioned our user research group to survey over 400 employers. With the data collected I organized multiple working session with members from all different portal teams to help prioritize which features should be added into the new consolidated portal.
After coming up with a plan for an MVP of this new unified portal, It was time to Design
The new portal experience needed a new marketing landing page
Since the other portals no longer existed, a new landing page was needed to educate users on this new unified portal, which also acted as an entry point to the experience.
A login page with 1 username and 1 password
A feature rich dashboard
With so many new components added into one dashboard it was important to make the design modular, allowing users to build their own experience with the features that they use most frequently.
Medical spending reports
Allowing employers to see overall medical spending came out as a top task from the research.
Messaging Center
Having a robust messaging center was an important addition for facilitating communication between employers and employees. It also provides a channel for employees to seek help or assistance. This is especially crucial for resolving issues, answering questions, or providing guidance promptly, thus improving customer satisfaction.
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