I am currently a Usability Analyst on Cigna’s Customer Experience Research Team. The group became official in 2012 after I was handling the responsibilities “off the side of my desk” for a couple years (2010-2011) as the VOC Analyst. Through determination, hard-work, and relationship building, the practice has taken on two additional usability analysts and a manager (2012-2013).The Customer Experience Research Team conducts qualitative and quantitative research with everyday users or customers on Cigna’s everyday products. We obtain customer feedback on everything from public and authenticated websites to brochures and letters a person may receive in the mail if a claim is denied. We utilize a toolbox of methodologies such as (but not all encompassing) usability testing, cognitive walkthroughs, 1x1 feedback sessions, and user need’s analysis to make sure our customers are involved with the final product. Since our customers are the actual users or readers of the system or communication, it only makes perfect sense to include them in on the process.After sessions are completed, the team analyzes the data (behavior, task completion, time on task, etc.) and presents them to the business team along with recommendations for improvement. We incorporate psychological and memorability practices to ensure the business team we are working with has a detailed picture of their user base.My strengths reside within the managerial/UX research mash-up. Since the practice is relatively still young, I have led a strong presence in building the relationships and making sure the team is involved in the early steps of the product lifecycle. In the early days, I would receive a request for feedback to be provided on a site that was going to be rolled out in 2 weeks. Now we are receiving requests for feedback on concepts a few months in advance. This is where the ROI is high. When the team is involved this early, we can stay involved all the way until conception.
Listed skills include Health Insurance, Analysis, Usability Testing, Software Development, and 14 others.
