Evernorth/Cigna

Agile Modernization of Legacy Claims System

I tackled the complexities of an outdated claims platform by introducing agile practices—discovery sprints, iterative planning, and design-thinking workshops—to enable cross-functional collaboration and incremental upgrades without massive disruption. This flexible, iterative method aligned with best practices for legacy system modernization, delivering steady progress while managing risk.

Data-Driven Pain Point Resolution

I anchored the effort in deep user research: conducting interviews and analyzing behavioral data to pinpoint friction in the claims journey. These insights informed precise, targeted redesigns that boosted engagement and satisfaction.

Key Results

• >30% increase in feature utilization within the claims system.
• Streamlined UX that cut customer service call volume, yielding major operational cost savings.
• Enhanced overall efficiency, mirroring industry shifts toward digital tools that improve experiences and reduce support costs.
  
  

Broader Business Impact

This initiative demonstrated how agile + user-centered design can conquer technical hurdles and deliver real value—contributing to Evernorth/Cigna’s digital modernization push, better service delivery, and sustained operational gains. It solidified my belief in blending technical strategy with empathy for users to achieve transformative revenue and efficiency outcomes.