Supporting plan members maximize their benefits and save on prescriptions.

Evernorth, a Cigna Health Care company, set out to modernize its Express Scripts Pharmacy experience for members managing ongoing medications. I joined to help shape how that experience worked end-to-end, blending research on human behavior with product analytics to streamline complex flows.

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.

My goal in this work was to make the pharmacy journey feel clearer, calmer, and more predictable. I wanted members to understand what was happening with their medications, what they needed to do next (if anything), and exactly how a change might benefit their prescription costs.

To get there, 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 key part of my contribution was reshaping the language and content design around these flows. I workshopped copy with stakeholders to translate complex health care jargon and plan rules into a more conversational, human voice, with clear calls to action and plainly labeled savings benefits (e.g., “Save $X per fill at this pharmacy”). This helped members connect the dots between what they were being asked to do and how it would tangibly help them.

The result was not just a smoother experience for members managing ongoing medications, but also a more mature product practice around Express Scripts Pharmacy — one that combined intuition, behavioral research, and analytics to continuously refine how we support people in managing their health and costs.

Over time, we saw reduced churn and higher completion rates for critical flows like pharmacy changes after implementing the simpler, clearer designs.