Case File 05
Express Scripts + Cigna
Enterprise Healthcare Platform · UX + UI
This 20+ year-old healthcare platform needed more than a visual refresh.
The challenge was changing how people worked with large amounts of information. Common actions could take users through five or six separate popups.
Company
Express Scripts / Cigna
Role
Sole UX/UI Designer
Team
Sole UX/UI designer on a product team of about nine, working with product and stakeholders, developers, scrum and delivery partners, and internal users
Focus
Interaction design · Wireframes · Prototyping · Usability testing · Reusable patterns
Coverage rules
Active
Group 1042
All types
Status
Effective date
New rule
ID
Name
Group
Type
Effective
Status
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
R-10461
Coverage rule 06
Group 1203
Standard
10/01/2025
Ended
R-10473
Coverage rule 07
Group 1250
Standard
04/01/2026
Draft
R-10488
Coverage rule 08
Group 1250
Override
01/01/2026
Active
R-10495
Coverage rule 09
Group 1311
Standard
07/01/2026
Draft
R-10502
Coverage rule 10
Group 1311
Standard
01/01/2026
Active
R-10517
Coverage rule 11
Group 1342
Override
04/01/2025
Ended
R-10529
Coverage rule 12
Group 1342
Standard
01/01/2026
Active
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
Coverage rule 01
R-10421 · Group 1042
Details
History
Notes
Name
Type
Effective date
Status
Cancel
Save
Duplicate
Production interfaces are confidential. Every screen in this case study is a reconstructed example using fictional data and a deliberately different UI.
The legacy experience
A platform in use for more than 20 years.
A large internal healthcare platform holding coverage, medication, provider and operational information. The screens were dense and spreadsheet-like, and common actions could take users through five or six separate popups.
ID
Name
Group
Type
Effective
Status
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
R-10461
Coverage rule 06
Group 1203
Standard
10/01/2025
Ended
R-10473
Coverage rule 07
Group 1250
Standard
04/01/2026
Draft
R-10488
Coverage rule 08
Group 1250
Override
01/01/2026
Active
R-10495
Coverage rule 09
Group 1311
Standard
07/01/2026
Draft
R-10502
Coverage rule 10
Group 1311
Standard
01/01/2026
Active
R-10517
Coverage rule 11
Group 1342
Override
04/01/2025
Ended
R-10529
Coverage rule 12
Group 1342
Standard
01/01/2026
Active
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
Edit record
Field one
Field two
Field three
Cancel
OK
Change details
Field one
Field two
Field three
Cancel
OK
Confirm change
Field one
Field two
Field three
Cancel
OK
Review
Field one
Field two
Field three
Cancel
OK
Options
Cancel
OK
Save changes
Cancel
OK
Each popup pulled the information away from the screen the user was working on.
Bringing the work into context
The biggest change wasn’t visual. It was keeping the work in context.
Instead of opening separate windows, a contextual side panel keeps people in the main workspace, with the information and actions they need beside the work. That changed how the product works, not only how it looks.
Before
ID
Name
Group
Type
Effective
Status
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
R-10461
Coverage rule 06
Group 1203
Standard
10/01/2025
Ended
R-10473
Coverage rule 07
Group 1250
Standard
04/01/2026
Draft
R-10488
Coverage rule 08
Group 1250
Override
01/01/2026
Active
R-10495
Coverage rule 09
Group 1311
Standard
07/01/2026
Draft
R-10502
Coverage rule 10
Group 1311
Standard
01/01/2026
Active
R-10517
Coverage rule 11
Group 1342
Override
04/01/2025
Ended
R-10529
Coverage rule 12
Group 1342
Standard
01/01/2026
Active
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
Edit record
Cancel
OK
Change details
Cancel
OK
Confirm
Cancel
OK
Review
Cancel
OK
After
ID
Name
Group
Type
Effective
Status
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
R-10461
Coverage rule 06
Group 1203
Standard
10/01/2025
Ended
R-10473
Coverage rule 07
Group 1250
Standard
04/01/2026
Draft
R-10488
Coverage rule 08
Group 1250
Override
01/01/2026
Active
R-10495
Coverage rule 09
Group 1311
Standard
07/01/2026
Draft
R-10502
Coverage rule 10
Group 1311
Standard
01/01/2026
Active
R-10517
Coverage rule 11
Group 1342
Override
04/01/2025
Ended
R-10529
Coverage rule 12
Group 1342
Standard
01/01/2026
Active
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
Coverage rule 01
R-10421 · Group 1042
Details
History
Notes
Cancel
Save
Duplicate
Working with dense data
Simpler didn’t mean less information.
The business still needed the information, from coverage to medications and providers. My job was to improve hierarchy, interaction and findability while keeping what people needed available. Fictional data.
Group 1042
Active
Coverage rules and schedules
Rules
12
Active
7
Draft
3
Ended
2
Last changed
Mar 14
Overview
Rules
Schedules
Documents
Coverage rules
ID
Name
Group
Type
Effective
Status
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
R-10461
Coverage rule 06
Group 1203
Standard
10/01/2025
Ended
R-10473
Coverage rule 07
Group 1250
Standard
04/01/2026
Draft
R-10488
Coverage rule 08
Group 1250
Override
01/01/2026
Active
R-10495
Coverage rule 09
Group 1311
Standard
07/01/2026
Draft
R-10502
Coverage rule 10
Group 1311
Standard
01/01/2026
Active
R-10517
Coverage rule 11
Group 1342
Override
04/01/2025
Ended
Details
Group
Contract type
Effective
Renewal
Region
Owner
Status
Reference
Recent activity
1
2
3
1
Summary first, detail after
2
Grouped sections
3
Key details at a glance
History and accountability
Who changed what, and when.
Change history, who made each change, when it happened and notes in context, all inside the same side panel. The same panel supports duplicating a record.
ID
Name
Group
Type
Effective
Status
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
R-10461
Coverage rule 06
Group 1203
Standard
10/01/2025
Ended
R-10473
Coverage rule 07
Group 1250
Standard
04/01/2026
Draft
R-10488
Coverage rule 08
Group 1250
Override
01/01/2026
Active
R-10495
Coverage rule 09
Group 1311
Standard
07/01/2026
Draft
R-10502
Coverage rule 10
Group 1311
Standard
01/01/2026
Active
R-10517
Coverage rule 11
Group 1342
Override
04/01/2025
Ended
R-10529
Coverage rule 12
Group 1342
Standard
01/01/2026
Active
R-10421
Coverage rule 01
Group 1042
Standard
01/01/2026
Active
R-10422
Coverage rule 02
Group 1042
Override
04/01/2026
Draft
R-10437
Coverage rule 03
Group 1187
Standard
01/01/2025
Ended
R-10440
Coverage rule 04
Group 1187
Standard
07/01/2026
Active
R-10452
Coverage rule 05
Group 1203
Override
01/01/2026
Active
Coverage rule 01
R-10421 · Group 1042
Details
History
Notes
Status changed
From Draft to Active
A. Reyes · Mar 14, 09:20
Effective date changed
From 01/01/2026 to 04/01/2026
K. Patel · Mar 12, 14:05
Type changed
From Standard to Override
A. Reyes · Mar 10, 11:40
Record duplicated
Created from R-10388
D. Novak · Mar 04, 16:15
Note added
See notes
L. Ferreira · Mar 02, 10:30
Note
Cancel
Save
Duplicate
1
2
3
1
Who made the change
2
When it changed
3
Notes in context
Reusable patterns
One pattern, more than 30 modules.
The platform had more than 30 modules. I built reusable interface patterns and templates so developers could apply the redesigned experience beyond a single screen.
One interaction problem
A reusable solution
A pattern for other modules
Module one
Module two
Module three
Side panel
History
Notes
Duplication
Testing
Early usability testing
The goal was to see whether people could work through the redesigned experience and understand the new interaction model.
3 participants · remote moderated sessions
3
participants
n = 3
100%
task completion
n = 3
85.3%
error-free completion
n = 3
~5 min
average task time
n = 3
A participant’s reaction, not a measured result
“This is going to save me hours of work.”
Small sample: these results come from 3 participants and are directional, not statistical. They are from the existing usability testing.
Where the work landed
Into implementation, and beyond.
The work moved into implementation, and developers continued building additional modules using the patterns and templates established through the redesign.
1
Patterns established
Designed
2
Moved into implementation
Built
3
More modules, built by developers
From the patterns and templates
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