WORKS
Evernorth
Supporting plan members maximize their benefits and save on prescriptions.
Category: Healthcare
Delivery: Desktop & Mobile app
Role: Product Design / UX Research / Interaction
2022-2023
BACKGROUND
Evernorth, a Cigna Health Care company, set out to steamline its Express Scripts Pharmacy experience for members managing ongoing medications to lower drop-off churn and support plan members saving and business profits.The purpose of this work was focused shaping how that experience worked end-to-end, blending research on human behavior with product analytics to streamline complex flows.
HUMAN TRUTH
Many members were juggling multiple prescriptions, refills, and delivery options. We could see in the data that people weren’t switching to in-network or lower-cost pharmacies, even when it would save them money. What the numbers didn’t explain was why: were members confused by the flow, intimidated by plan jargon, or simply unsure what would happen if they changed anything?
Managing medications often meant navigating unclear next steps and limited visibility into outcomes.
CONTRIBUTIONS
I led design activities across strategy, UX, and measurement.
I facilitated design thinking workshops and brainstorming sessions to align cross-functional teams on the biggest pain points. From there, I ran focused design sprints to simplify the change-pharmacy flow, reduce unnecessary branches, and make it obvious when and why a switch would be beneficial. Partnering closely with research, I helped plan and synthesize studies that surfaced where members hesitated, dropped off, or felt overwhelmed — insights we couldn’t see from data alone.
A pattern the business could scale. Savings members could actually see. The streamlined flow became a reusable model for reducing branch complexity across other medication-management journeys.
RESULTS
32% average member savings when prescriptions are fully aligned with benefit design
The streamlined flow became a reusable structure for reducing branch complexity across other medication-management journeys
Clearer paths, fewer drop-offs