Experience Strategy Across Ecosystems
Research that Connects Ecosystems
I led a research-driven experience strategy that connected the dots across brands, platforms, and journeys. By unifying insights, behavior data, and user emotions, I helped teams see the full ecosystem: where people struggle, what they need, and where the business can grow. This strategy grounded decisions in evidence, aligned cross-functional teams, and uncovered high-impact wins in communication, navigation, account access, and trust.
Unified Care Journey Across Brands
Creating a Shared Vision for Care Across the Ecosystem
I led the development of a unified care experience journey that brought strategic clarity to a fragmented healthcare ecosystem. This end-to-end journey spanned everything from open enrollment to ongoing condition management, capturing the full emotional, behavioral, and operational arc of care across child brands like MDLIVE, eviCore, Express Scripts, Accredo, and more.
To build it, I aligned cross-functional leaders from UX research, marketing insights, lifecycle research, analytics, and journey teams, synthesizing dozens of inputs—persona work, journey maps, lifecycle data, behavioral insights—into one evidence-backed narrative of the customer experience.
Each stage of the journey detailed:
Key user actions and emotional mindsets
Pain points and experience gaps
Enterprise opportunities and business goals
Deep links to supporting research and data
Enterprise-Wide Impact
Formal Adoption: Leadership adopted this journey as the core framework for digital research and design priorities.
Strategic Alignment: Enabled consistent prioritization of moments that matter across teams and functions.
Innovation Catalyst: Used to inform our AI strategy and guide the development of intelligent tools for next-gen healthcare experiences.
This journey became a powerful tool to unite brands, clarify user needs, and drive innovation across a complex healthcare ecosystem.
Unified Navigation Across Brands
Enabling Seamless Movement Across a Complex Digital Health Ecosystem
I led foundational user experience research to inform the creation of a unified navigation system across Evernorth’s child brands, including Express Scripts, Accredo, MDLIVE, and eviCore. This effort supported the organization’s universal front door strategy, guiding users through a complex health ecosystem with greater clarity, confidence, and continuity.
To make this possible, my team:
Conducted cross-brand audits to expose navigational inconsistencies, friction points, and redundant patterns
Ran comparative UX testing and behavioral analysis to understand how users expected to move across platforms
Synthesized qualitative and quantitative research to surface unmet navigation needs, especially for high-need users like caregivers, chronic condition patients, and low-tech individuals
The result was a strategic navigation framework that:
Aligned design patterns across brands and products without losing brand identity
Supported ecosystem-level continuity by reducing cognitive load and jump-off points
Provided evidence-based recommendations for product, design, and engineering teams to implement across web and app experiences
Impact
Shaped the next phase of Evernorth’s universal front door implementation
Accelerated alignment across digital product teams
Positioned navigation as a strategic enabler of ecosystem-wide goals including trust, care continuity, and user retention
This work unified not just design components but also user expectations and business strategy, turning fragmented brand experiences into a connected, human-centered journey.
Cross-Brand Microjourney Mapping
Zooming in to Drive Precision Improvements Across the Ecosystem
I led the creation of cross-brand microjourneys to reveal how users experience specific moments across our healthcare ecosystem. These journeys focused on key interactions such as registration, onboarding, pre-authorization, account access, and profile management. By mapping these flows at a granular level, I identified friction, emotional pain points, and service gaps that were often hidden within broader end-to-end journeys.
My team collaborated across product, content, design, and research to:
Audit and compare workflows across multiple child brands and platforms
Layer in behavioral data, usability findings, and emotional cues
Surface shared patterns and brand-specific deviations
Build microjourneys that served as diagnostic tools for product teams
Each microjourney captured:
User actions and decision points
Emotional and cognitive states
Friction points, gaps, and inconsistencies
Opportunities for consistency, efficiency, and delight
Impact
Enabled product teams to target high-friction moments with clarity and confidence
Supported modular improvements that aligned with larger ecosystem strategy
Helped stakeholders visualize fragmented experiences and rally around specific fixes
Became the foundation for scalable improvements to onboarding, navigation, and account access
These microjourneys gave the organization a new lens into the customer experience, helping us go beyond surface-level usability to create more intentional, emotionally aware, and brand-consistent digital touchpoints.
Caregiver Experience Mapping
I led qualitative research and experience mapping to uncover the lived reality of caregivers navigating our healthcare ecosystem. Despite being essential to health decision-making and daily care, caregivers still have no dedicated digital experience within Cigna or Express Scripts. Their journeys remain fragmented, unsupported, and largely invisible within current platforms.
Through in-depth interviews, empathy maps, and journey co-creation, I:
Mapped the complex responsibilities of caregivers supporting children, partners, aging parents — and even pets
Captured their emotional states, goals, frustrations, and workarounds across pharmacy, virtual care, and benefits
Identified key barriers related to account switching, shared access, consent, and communication
Visualized patterns of burnout, task overload, and misalignment between system design and real-world caregiving
The research produced layered, evidence-based maps showing:
Caregiver goals, stress points, and platform navigation struggles
Moments where caregivers were forced to act without proper tools or visibility
Opportunities to design truly inclusive, caregiver-centered features and flows
Impact
Elevated caregiver needs within design, product, and trust strategy discussions
Informed early-stage exploration of shared access models and consent innovations
Created a foundational artifact for future caregiver-facing digital experiences
Helped reframe caregivers as primary users, not just peripheral actors
This work hasn’t just exposed gaps — it is actively shaping how we imagine the next generation of inclusive healthcare experiences. The goal is clear: to ensure caregivers are no longer left behind in our digital health tools.
Exposing Critical Gaps and Laying the Foundation for Inclusive Health Tools
Trust & Experience Intelligence
Designing for Confidence, Consent, and Clarity in Digital Healthcare
In a healthcare landscape where data, decisions, and outcomes are deeply intertwined, trust is everything. I led foundational research to understand how users build—or lose—trust in digital health tools. My work focused on developing scalable ways to measure trust, model consent behavior, and embed intelligence into experiences that feel transparent, respectful, and secure.
To move beyond superficial sentiment, I created a trust scale designed to evaluate a user’s confidence in a product, service, or process without simply asking “Do you trust this?” The scale captured signals such as emotional tone, behavioral friction, perceived fairness, and transparency, and was tested across multiple digital touchpoints.
In parallel, I helped define a strategic approach to graduated consent—a user-centered model for data-sharing preferences. The model allowed users to control what data they shared, with whom, and under what conditions. Consent tiers included:
With the healthcare company only
With approved third-party vendors
With providers and pharmacists
With trusted individuals such as family or caregivers
These strategies were grounded in qualitative and behavioral research and built to support evolving compliance standards, accessibility needs, and ethical transparency.
Impact
Created a replicable trust measurement model that informs research, product design, and policy decisions
Enabled more nuanced evaluation of user perception across digital tools and services
Informed design of consent flows that balance clarity, autonomy, and legal compliance
Advanced enterprise efforts to align trust, privacy, and personalization strategies
This work helps product teams and business leaders understand that trust is not a checkbox—it’s an experience. And when designed well, it becomes a competitive advantage in digital health.