Humana, Inc.
Humana Member Digital Experience
Humana Inc. is a leading healthcare company headquartered in Louisville, Kentucky. Today, Humana provides a range of Medicare Advantage, Medicaid and specialty insurance products, serving the 65+ senior population.
Humana is deeply invested in personalized care and community health, aiming to improve health outcomes by addressing social determinants of health and offering integrated, member-centric services. Humana ranks among the top health insurers in the country and is a Fortune 500 company.
the goal
Lead and direct member-facing digital strategy and digital product design for the Experience Transformation team. Products under scope included the primary member digital experience, MyHumana. I lead a product design team tasked with improving digital self service, digital containment and increased engagement with Humana’s member experience.
The Challenge
Navigating healthcare in America is rarely simple—and for seniors managing Medicare and Medicaid, it can feel downright overwhelming. At Humana, member interactions had long been anchored in traditional channels: print communications, marketing collateral, and call centers. While these touchpoints offered familiarity, they were costly to operate and increasingly out of step with the digital expectations of our aging population.
As the enterprise began shifting toward a digital-first strategy, it became clear that our existing digital products weren’t ready to lead the way. The MyHumana web experience and mobile app had been in maintenance mode for years—under-promoted, under-evolved, and underwhelming. Members saw them as tools of last resort, used only when absolutely necessary. The experience was transactional, not relational. Functional, but far from delightful.
Feedback told the story plainly: the web experience was “fine,” but uninspired. The app, on the other hand, was riddled with friction—frequent reauthentication, failed logins, slow data rendering, and inconsistent performance. These issues didn’t just frustrate users—they eroded trust. Some members even cited the digital experience as a reason for leaving Humana altogether.
Behind the scenes, design decisions were often driven by business stakeholders, resulting in bloated features and content that didn’t align with member needs. The cognitive load was high, and the emotional payoff was low. My challenge—and my opportunity—was to help shift the mindset from business-first to user-first. To transform digital healthcare from a chore into a channel of connection.
I stepped in to advocate for a human-centered approach, one that prioritized clarity, simplicity, and empathy. The goal wasn’t just to fix what was broken—it was to reimagine what digital healthcare could feel like when designed with the member at the center. I also saw an opportunity to encourage design, product, technology, and business leaders to look beyond immediate delivery and begin preparing for the next wave of digital transformation. I advocated for deeper attention to emerging experience trends: conversational interfaces that foster intuitive engagement, agentic AI that personalizes and anticipates needs, dynamic data models that adapt in real time, and interoperability that breaks down silos across systems. These weren’t just future-state concepts—they were signals of where member expectations were headed, and I wanted our organization to be ready to meet them with confidence and clarity.
my role
I directed and lead a team of visual and product designers in several strategic initiatives for the MyHumana experience - across web, mobile web and native app channels. A required technology platform migration gave us an opportunity to make some incremental content, design, navigation and user flow improvements, as we planned for a more significant experience overhaul.
The Design process
There were two concurrent tracks of work: “run-the-business” product maintenance and seasonal/regulatory updates, and exploratory future state vision. I worked closely with our Product and Technology leadership to strategize and plan for experience, performance and technical capability upgrades.
The design concept
Transform MyHumana to the digital front door, a gateway to a suite of integrated experiences - allowing members to access critical plan and coverage information, find and confirm providers in network, manage and order prescriptions, pay premiums, and access unique plan benefits like spending cards.
the result
As the evolution of the member digital experience began, I stepped out of this role and this focus to begin a different set of DesignOps responsibilities. I successfully transitioned a new Product Design leader into this space and have continued to support the successful re-imaging of the member digital experience.