Humana / Cognizant
Humana Conversational Experience
A conversational concept connecting plan discovery with everyday member services.
- Industry
- Healthcare
- Discipline
- Conversational UX and service design
- Contribution
- Full UX and UI design · Conversational journeys · Member dashboard · Desktop and mobile interfaces
The situation
Finding a health plan can mean navigating unfamiliar terms, filters and pages before understanding which options fit. This concept for Humana explored a different starting point: let people describe their situation in their own words, then use a guided conversation to clarify their needs and help identify relevant plans.
The dashboard becomes a place to continue the conversation.
Conversation was the organizing idea across the experience. During discovery, questions could turn a person's situation into useful plan comparisons. After sign-in, the dashboard presented important member topics as core chats, combining a glanceable overview with a natural-language path into each service.
- Conversational plan discovery
- Core member chats
- Claims and messages
- Member ID
- Desktop and mobile
The move
I developed the full user experience and designed all the UI myself, spanning conversational journeys, the member dashboard, and desktop and mobile screens. An LLM-led question-and-answer flow was designed to help people articulate their priorities and compare plan options. The member dashboard extended the same model into core chats for account information, claims, messages and member ID, making familiar services accessible through ongoing conversations.
Start with a person's situation. Keep the conversation connected.Next projectParkSMART