A Synced Cart

This is one of the largest companies I've worked for and one of the busiest. Their demand was great, but as a UX team, we wanted to make sure every need was met.

Cigna specifically needed help with their customer portal cart. This cart would allow patients to order medication and medical devices on their own without having to call CS. This would require a cart functionality which did not exist yet and also needed to account for insurance payments. 

I conducted multiple meetings a week with user groups to check in to make sure the design was working for them.

After realizing we had many different situations to consider, including users with varying disabilities, we decided to rewrite a large portion of the code so that the cart page would have access to the logged-in user's data.

This data would include commonly ordered items, insurance information, and any sort of special caveats on their account (such as the prescription was being filled at a Veteran's Administration [VA]).

These considerations lead to a cart page that was able to take all these things into consideration and allowed Cigna to reach solutions faster and allowed for users to have more control over their medications and medical devices.

Once the stakeholders and users saw this new cart functionality in action, it quickly became the "new normal" for processing user orders.

Some users had stated that they'd keep using the older version of the site since "they were used to it". This can be a common statement among users who have used outdated software for decades. The goal of this specific design solution was to identify why users were creating work-arounds and insider solutions and solve those design and website flow processes.

The users who stated they would prefer their old program quickly became adapted to the new solution as it was easier and took far less time to learn than their old software.