Humana Shopping Experience

Humana engaged our team at Publicis Sapient to reimagine their retail experience across employer group, dental/vision, and Medicare products. In a saturated market where competing brands offered similar products, Humana sought to uncover untapped opportunities for differentiation — and needed both a long-term roadmap to guide investment and short-term “quick wins” ready for immediate execution.

I led a multidisciplinary team, including strategists, UX/UI designers, visual designers, and business consultants. Together, we conducted deep consumer research, including interviews and user testing with Humana members, to surface unmet needs and pain points. We facilitated a series of co-creation workshops and design sprints with Humana stakeholders, aligning on concepts that balanced consumer desirability with business viability.

Our work culminated in a prioritized roadmap with clear near-term and long-term initiatives. In the short term, we delivered detailed designs for high-impact opportunities. Looking ahead, I developed a forward-thinking strategy outlining how Humana could leverage AI, natural language processing, and conversational interfaces to create more personal, relationship-driven interactions with members.

Throughout the engagement, I partnered closely with leaders from Humana’s Digital Center of Excellence (DCOE) and product teams — fostering a collaborative, transparent relationship that ensured shared ownership and sustained success.