Steve Mena

Project Overview

Affinity Health plan needed a fresh look, a make-over. Customers were complaining that it was dificult to navigate, impossible to find what they were looking for, and constantly frustrating users to the point that they didn't return or utilize the service.

The Challenge

The biggest challenge I faced was during the implementation phase, since the company did not have a dedicated in house team of developers. They outsourced the development work to a team that tried to impose their own ideas for design which differed greatly from the work that was already iterated on in house and approved by all stakeholders. Conversations were held that contradicted the work that was done, and frankly would have made the experience far inferior, as their ideas were based on outdated design practice. Their approach was simply to make things easier for them as coders, without taking into account the real reason for the re-design, which was to improve the customer experience.

The Approach & Solution

In the end, the quality of our new designs was incontrovertible, and thorough user testing proved our point. Users cited our design as easier to navigate, and better overall. Our designs were also fully responsive, back before the term was even a concern the way it is today. It removed the need to code a separate version for mobile, which of course was paramount for keeping the project under budget. The developers implemented the blueprints as originally intended and the site has increased in traffic four fold.

This project took over 9 months to complete, with over 200 screens, and represented a complete overhaul of the existing website, requiring a full re-launch.

The Results

Client Testimonial