Cigna Case Study: Shift Towards Human-Centric Design

Published On:
October 9, 2018
Authored By:
APQC
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As a worldwide health services provider, to remain competitive and keep a focus on the customer experience, Cigna is actively working to integrate design thinking into the daily work of the organization. While the integration of design thinking at Cigna is ongoing, the organization’s efforts thus far have allowed Cigna to focus more on the customer experience, save money, and break down knowledge silos for more streamlined knowledge and process management. This case study explores Cigna's design thinking initiatives and methodologies that the organization has found to be effective.