Shaping the Future Enterprise

Driving Enterprise Innovation at Scale

I bring brand, technology, and experience into alignment. I turn complexity into clarity. From cross-brand login and design system modernization to integrating AI into digital products, I drive bold change and deliver measurable impact at scale.

Universal Front Door and Universal Capabilities

Directed the UX research strategy for Evernorth’s unified front door initiative and managed the researcher responsible for execution, helping define the shared capabilities and seamless entry experience across a multi-brand healthcare ecosystem.

  • With the formation of Evernorth, Cigna Group set out to unify Express Scripts, Accredo, eviCore, MDLIVE, and other brands under one enterprise. Each brand had its own login and onboarding experience, creating a fragmented and inconsistent journey for users. The organization needed a unified “front door” and shared digital capabilities to streamline navigation and enhance trust across its health services.

  • I led the UX research strategy to align stakeholders across product, design, engineering, and brand. I collaborated with identity, registration, and content teams to drive consensus around a unified experience.

    • Mapped onboarding and login flows across brands

    • Synthesized behavioral and satisfaction data

    • Facilitated co-creation workshops with product and design

    • Ran comparative audits and competitor teardowns

    • Created a scalable “entry experience” journey framework

    • Influenced the enterprise’s shift toward a unified front door vision still in active development

    • Drove alignment across 11 brands toward shared onboarding standards

    • Directly influenced roadmap priorities and information architecture

    • Stakeholder quote: “This was the first time we had a clear picture of what unified could look like.”

Emerging Tech, AI & Innovation

Led UX research strategy across enterprise AI, emerging technology, and innovation pipelines—shaping the development of Cigna’s CareNav+ platform, Conversational AI bots, and early-stage digital product incubation.

  • Cigna and Evernorth invested in emerging technologies to modernize digital health experiences—from AI-powered navigation tools to scalable virtual assistants. To move from promising concepts to impactful products, these innovations needed to be grounded in user behavior, expectations, and trust. Key initiatives included building CareNav+, a personalized digital navigator for healthcare, and deploying Conversational AI bots across service and clinical use cases. These efforts required cross-functional orchestration, thoughtful risk mitigation, and deep insight into how users perceive and engage with intelligent systems.

  • I led UX research strategy across multiple innovation streams, notably for CareNav+ and Cigna's Conversational AI platform. I partnered closely with product, engineering, and design teams to guide research from idea inception through productization. I also supported early-stage digital tools developed in Cigna's innovation pipeline, helping to evaluate feasibility, user value, and trust at every step. My leadership ensured that every technology launched was user-centered, ethically grounded, and enterprise-ready.

    • Created research roadmaps for CareNav+ and Conversational AI feature sets

    • Directed a team of researchers to conduct discovery research identifying user needs, mental models, and trust thresholds for AI.

    • Applied mixed methods: rapid prototyping, A/B testing, cognitive walkthroughs, and sentiment tracking

    • Facilitated research-to-strategy handoffs with product and engineering partners

    • Developed early-stage frameworks for intelligent system transparency and escalation pathways

    • Collaborated with innovation teams to garage and validate product concepts through lean UX and iterative testing

    • CareNav+ launched as a flagship digital tool within Evernorth, helping members navigate care, benefits, and clinical programs through personalized recommendations—grounded in research I led from concept through product design

    • Conversational AI bot deployed in myCigna to assist patient-customers with benefits navigation, improving clarity, and reducing call center volume

    • Research insights helped define trust thresholds, voice tone, and escalation logic, which shaped product design and compliance strategies

    • Contributed to enterprise AI readiness by establishing reusable research frameworks for intelligent systems in healthcare

Building a Unified Brand Ecosystem

Led the UX research strategy and execution behind the rebranding of Express Scripts and the co-branding of TRICARE, then guided the multi-year effort to transition Accredo, eviCore, MDLIVE, and other child brands into a cohesive Evernorth identity grounded in user trust and system-wide clarity.

  • Following the creation of Evernorth Health Services, Cigna began consolidating its diverse health services portfolio—from pharmacy and specialty care to virtual and diagnostic services. Each brand (e.g., Express Scripts, Accredo, eviCore, MDLIVE) had strong equity, unique audiences, and varying levels of user awareness. TRICARE added complexity due to federal partnerships and the need for co-branding. The challenge was to evolve these experiences toward a unified branded house while preserving user trust and maintaining compliance.

  • I led UX research strategy for the full rebranding of Express Scripts and the co-branding strategy for TRICARE, personally conducting all research to assess brand perception, tone, and trust. Over the following two years, I drove the broader strategic research effort to unify Evernorth’s child brands—including Accredo, eviCore, and MDLIVE—under a single branded house identity, guiding research, stakeholder alignment, and implementation across multiple teams.

    • Personally designed and executed studies on brand perception, tone, and trust for Express Scripts and TRICARE.

    • Led the research team that conducted comprehension and sentiment testing for the Evernorth brand, specifically applied to Accredo, eviCore, and MDLIVE.

    • Facilitated cross-functional research share-outs to guide tone of voice, visual systems, and naming decisions

    • Developed repeatable testing frameworks to support phased brand transitions across business lines

    • Successfully informed the full rebrand of Express Scripts and co-branded positioning of TRICARE

    • Influenced strategic brand alignment of Accredo, eviCore, and MDLIVE within the Evernorth ecosystem

    • Helped transition multiple experiences into a branded house model without disrupting user trust

    • Provided research-based guidance that enabled consistent rollout of visual identity, tone, and positioning

    • Built reusable brand research assets that continue to inform product, content, and design teams

Foundations of a Unified Design System

Led the UX research strategy for Evernorth’s enterprise design system, and managed the team responsible for testing components, ensuring the system was usable, accessible, and consistent across brands.

  • With multiple products spanning Express Scripts, Accredo, eviCore, and other Evernorth brands, the organization needed a centralized design system to deliver consistency, usability, and efficiency at scale—without sacrificing accessibility or user clarity.

  • I led the overall UX research strategy for the design system, and managed the researchers executing component-level testing, accessibility evaluations, and adoption studies. I ensured alignment between research activities and design system goals by partnering closely with design system leadership and product teams.

    • Prioritized research initiatives based on system maturity and component use

    • Oversaw usability and accessibility testing of high-traffic UI patterns and components

    • Evaluated naming conventions, content patterns, and documentation clarity

    • Guided the team through accessibility reviews, including screen reader compatibility testing

    • Synthesized research across use cases to inform scalable, brand-aligned standards

    • Influenced critical improvements to core components (e.g., buttons, forms, modals) used across enterprise platforms

    • Increased internal trust and adoption of the design system by product, content, and engineering teams

    • Ensured compliance with WCAG accessibility standards across digital experiences

    • Contributed to the successful rollout of a unified design language supporting Evernorth’s branded house architecture

Next

Operationalizing Research for Impact