Affinity Health Plan

imagine.GO revitalized and re-launched 18 outdated service centers into modern automated sales stores for this NYC health insurer.

About: Affinity Health Plan (AHP) offers the citizens of New York City, state-sponsored free or low-cost health coverage. As part of AHP’s commitment to their communities, the company created retail stores throughout the designed to bring health care programs and other public services to the people they serve.
Work: At Affinity Health Plan, imagine.GO re-launched these 18 stores around a redesigned and compelling customer experience. This new design focused on the jobs-to-be-done of the consumer. We used modelH to define the key customer personas, and their unmet needs, then created a model for optimizing customer flow through the stores using Service Blueprinting. Along with revising the entire retail strategy, we also defined the maturity curve and success measures for the next five years.