Mobile App through the years
Ginger Poole
UX Mobile Design Lead @ Cigna

Mobile App through the years

1st year and 5th year. The transformation of mobile.

I began my career at Cigna as a mobile designer on the myCigna mobile app.

Our goal was to allow customers of Cigna to access Claims, Accounts, and the Deductible Tracker on the go. 

Over the years, more departments wanted to add their information to the app and today it's grown exponentially as more people accessed myCigna only through the mobile app.

Now users expect all web features on the app.

Personas

Example

Based on the work of the customer experience group, Cigna Marketing created 8 personas.

  • At the time the mobile team used the male "tech savvy" persona to guide the direction of the app. We were able to use platform-specific interaction patterns.
  •  Today, we use several personas as app use touches nearly everyone. This confines us to limit the use of patterns only known by tech-savvy users like swiping the side of the screen, hamburger menu without a label, and carousels.
  • We have started a redesign. I am back on the Cigna mobile team as the UX Mobile Design Lead.

Wireframes

Two feature I worked on include Reimbursement Request and Prescription Ordering

  • I created high fidelity Axure prototypes for every flow. Currently we I use Sketch for this.
  • User's tested the comps on actual devices
  • I created iOS and Android version so we could use platform-specific interaction patterns.

User Testing

We tested the new features before every release. Analytics was not set up on the mobile app due to technical constraints, so we used user testing and Opinion Lab to validate our work.

  • We tested each feature separately.
  • Our target audience included all who accessed an app at least once a day.
  • A Cigna Usability Researcher moderated the tests with 8 to 16 participants
  • User's appreciated the features
  • The pharmacy design changed over time to include more robust features. We tested each time.

Pharmacy refill orders increased when capability released on the mobile app.

I learned the most from the pharmacy release.

During the creation of this feature, many items were descoped due to funding and time. The 1st release of the tool on both mobile and web were so limited, customers found it difficult to do anything but order a refill. Now I realize, that there is a point where a minimal release can do more harm than good. When there is no fast-follow in sight for years, it's important to be realistic than to promise value and not deliver.

15
Sections in the app
20+
Usability Tests
5
years

The app is no longer only for people "on the go."