A portal to simpler healtcare

01 — TIME WAS RUNNING OUT

Cigna Healthcare supports millions of members worldwide in managing their health. Finding a provider, submitting a claim, checking coverage, or getting medical help. It all has to work. Every time.

But the self-service platform was starting to show its age.

Cigna Healthcare partnered with In The Pocket to reimagine that customer experience. The result: a modern web portal and mobile apps. Fast, accessible, and built around how members actually use them. All delivered on top of Cigna Healthcare’s existing infrastructure, without disrupting the systems that keep the business running. Members noticed immediately.

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02 — EASY DOES IT

Designed for real people in real life

We started with member research. What journeys matter most? Where do users get stuck? What does 'easy' look like when people need care? Urgently, or remotely, navigating an unfamiliar system? When the last thing they need is friction? That understanding shaped every design decision.

Both the app and portal were built with inclusivity in mind. Simple, with clear flows and nothing in the way. Less time navigating screens is more time focused on getting better.

Accessible, with full support for assistive technologies. Not because it was a requirement to tick off, but because members deserve a platform that works for everyone. That same thinking drove internationalisation, with support for right-to-left languages.

Security was no different. Protecting sensitive health data is non-negotiable. So is not compromising ease of use, thanks to biometric login like face recognition and fingerprint.

The result is an experience members actually want to use. Finding a provider, checking coverage, managing a claim, … all of it is faster, clearer, and available from anywhere. And this is just the start. The new platform is built to evolve: AI-driven support, personalised member experiences, and new features that can ship faster than ever before.

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03 — MOVING FAST WITHOUT BREAKING THINGS

A platform that can keep up

Reimagining a mission-critical platform that’s actively used by members every day means you can’t afford to get it wrong. The new experience had to integrate cleanly with Cigna’s existing backend, match their security model and deployment processes, and go live without disrupting operations.

We delivered a complete platform solution: a React-based web portal, React Native-apps for iOS and Android, and a flexible CMS. All designed to work seamlessly within Cigna Healthcare's systems and delivered on time.

We also pushed for smart delivery. The platform wasn't just ageing, it was nearing end of life. A full rebuild was unavoidable. That made prioritisation the strategy: nail the highest-impact journeys first, cover what operations needed, and work from there.

Cigna Healthcare got meaningful improvements in members’ hands faster, with a clear path to keep building. The platform now moves as fast as their business does.

“Every three weeks we have something new to present.”
Michiel de Jager - Chief Operating Officer, Cigna International Health

That agility runs deeper than delivery. Their organisation works with a wide range of organisations, from IGOs and NGOs to governments, each offering a different set of services and benefits to their people. The CMS makes it possible for client managers to tailor the portal experience per client: different content, different flows, different coverage information, all without a redeployment. Every organisation gets a portal that reflects exactly what they offer.

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04 — BETTER TOGETHER

One team, one mission

Being a partner means you want to do what’s best. From the start, we chose asking the right questions over making empty promises. We made sure we understood where the feature list was coming from, and what assumptions were beneath the requirements.

From day one, we worked as one blended team: ITP’s product specialists, alongside Cigna Healthcare's product and customer experts, compliance teams and technical architects. We mapped journeys together, defined priorities together, and made calls together.

Ultimately, it didn’t feel like working for a client, but working with our client. That’s what made the difference. Not just in the product we made, but how we made it.

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“I saw a real mixed cross-functional team. At a certain point you didn't even know who was from ITP or from Cigna."
Michiel de Jager - Chief Operating Officer, Cigna Healthcare

“Our meetings and workshops were a source of inspiration. These moments helped us maintain a clear focus, always keeping the members at the centre. It was the blend of dedication, broadening our view, and a constructive partnership that made this journey both impactful and rewarding."
Inge Van Asch - Operations Manager, Cigna Healthcare

“The most satisfying moments were finding real UX improvements inside complex systems and processes, without disrupting what Cigna had carefully built. That takes two kinds of expertise pulling in the same direction."
Michiel Adams - Product Manager, In The Pocket

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