Blue Cross Blue Shield
Blue Cross Blue Shield, Massachusetts' largest health insurer, aimed to explore how agentic AI could make healthcare accessible to more customers.
As Lead Experience Designer, I explored how conversational AI could help more customers access healthcare. I researched emerging technologies and Cognizant’s Neuro® AI platform, identifying opportunities to create agentic AI experiences that went beyond a simple chat window.
The challenge was guiding users effectively through sensitive processes while delivering a seamless, trustworthy experience with an AI agent.
The solution was a pair of prototypes illustrating customer journeys, including finding and scheduling care, highlighting adverse event scenarios, and demonstrating AI’s sensitivity in managing complex tasks. Making these concepts tangible allowed stakeholders to experience the platform’s potential firsthand.
The result was enthusiastic stakeholders recognizing the strategic potential of agentic AI to transform interactions and improve the patient experience.
YEAR:
2024
PLATFORM:
Web, Tablet
TEAM:
Lead Experience Designer, Junior Designer, Health Insurance SME
YEAR:
2024
PLATFORM:
Web, Tablet
TEAM:
Lead Experience Designer, Junior Designer, Health Insurance SME
Thoughtfully applies sensitive data to deliver accurate, trusted healthcare guidance.
Responsibly designed to navigate adverse events with empathy, privacy, and trust.
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© 2025 Joshua Cohen