Humana, Inc.
MyHumana: 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—especially for seniors managing Medicare and Medicaid. At Humana, member interactions had long relied on traditional channels like print, call centers, and sales agents. While familiar, these methods were costly and increasingly misaligned with the digital expectations of today’s aging population.
Digital tools like the MyHumana website and mobile app were underutilized, with low engagement and minimal promotion. They had become transactional tools of last resort—functional but uninspiring. Feedback confirmed it: the web experience was “fine,” but forgettable; the app was frustrating, plagued by login issues, slow performance, and inconsistent reliability. Trust eroded, and some members left as a result.
Internally, design decisions were often business-driven, leading to bloated features and misaligned content. The experience demanded too much and delivered too little. My role was to help shift digital healthcare from a chore to a meaningful connection.
I championed a human-centered approach—prioritizing clarity, simplicity, and empathy. The goal wasn’t just to fix broken experiences, but to reimagine what digital healthcare could be. I also pushed leaders across design, product, and technology to think beyond short-term fixes and prepare for what’s next: conversational interfaces, adaptive AI, real-time data models, and seamless interoperability. These aren’t distant ideas—they’re where member expectations are headed, and we need to be ready.
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, Data 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
Access unique plan benefits, like spending cards
We focused on a few key experience areas: digital access (login and registration), digital onboarding, navigation + information architecture, and content design.
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, moving it to the true front-door innovation we were moving towards during my time leading digital innovation.