MAHIX Portal Redesign

Overview

The MAHIX portal, originally designed in 2013, serves as a critical platform for accessing health insurance in Massachusetts. Over the years, the portal had become outdated, both in functionality and design. The user experience was cumbersome, particularly for key personas: end users, agents, and assisters. Moreover, the portal was non-compliant with modern accessibility standards, specifically Section 508.

In 2022, I undertook the challenge of redesigning the entire portal—from the home screen to the plan enrollment process. This two-year endeavor aimed to modernize the application, streamline workflows, and create an inclusive, user-friendly experience.

Challenges

Legacy Design and Code

The portal had not been updated since its inception, resulting in a complex, outdated interface with unnecessary steps in the registration and enrollment processes.

Multiple Personas, Divergent Needs

Balancing the needs of three distinct user groups—end users, agents, and assisters—required a deep understanding of their workflows and pain points.

Section 508 Compliance

Addressing accessibility for users with disabilities was a critical requirement and presented unique technical and design constraints.

Research & Strategy

User Research

I conducted extensive user interviews, contextual inquiries, and surveys to understand pain points and gather insights. The personas were mapped as follows:
- End Users: Individuals looking for seamless insurance enrollment.
- Agents: Professionals managing multiple client accounts.
- Assisters: Support staff aiding users with limited technical expertise.

Data Analysis

Through analytics and heuristic evaluation, I identified the most problematic steps in the user journey, such as overly long registration forms and unclear navigation paths.

Accessibility Audit

A comprehensive Section 508 compliance audit highlighted major gaps, including issues with color contrast, keyboard navigation, and screen reader compatibility.

Design Process

Information Architecture (IA)

I restructured the portal’s navigation to create an intuitive IA, ensuring that all user groups could access key features within 2-3 clicks.

Wireframes and Prototypes

Using Figma, I developed wireframes and interactive prototypes. Early usability testing sessions with diverse stakeholders validated design choices and uncovered further areas for improvement.

Streamlining Processes

Registration and enrollment processes were redesigned to eliminate redundant steps, reducing completion time by 40%.

Accessibility Enhancements

Optimized for keyboard-only navigation.
Enhanced color contrast and ensured WCAG AA standards.

Outcomes

Improved User Experience

Registration and enrollment processes are now faster and more intuitive, with user satisfaction scores improving by 35%.

Compliance Achieved

The portal now fully complies with Section 508 standards, making it accessible to users with disabilities.

Positive Feedback

Agents and assisters reported a significant improvement in efficiency, reducing support queries by 25%.

Key Takeaways

Empathy is Key

Understanding user pain points through research ensures that designs address real needs.

Iterative Design Works

Prototyping and testing at each stage helped us stay aligned with user expectations.

Accessibility Is Non-Negotiable

Making the portal accessible was challenging but immensely rewarding, as it opened the platform to all users.

Tools & Techniques

To ensure a seamless and user-focused redesign of the MAHIX portal, I leveraged a variety of tools and techniques across different stages of the project. Each played a crucial role in addressing challenges and delivering a high-quality, accessible product.

Design

Wireframing and Prototyping
- Figma: Central to the entire design process. Created wireframes, mockups, and interactive prototypes for usability testing and stakeholder presentations.
- Miro: Used for collaborative brainstorming sessions and journey mapping, especially during the ideation phase.
Component Design
- Figma Dev Mode: Streamlined the handoff process between design and development teams by providing precise design specifications and code snippets.
- Design Systems: I created reusable components and design patterns to maintain consistency across the portal.

Usability Testing

Feedback Iterations
- Continuous testing with actual end users, agents, and assisters during development ensured that designs were aligned with user expectations.

Development Collaboration

Developer Collaboration
- Figma Dev Mode: Simplified communication between designers and developers, reducing iterations and ensuring pixel-perfect implementation.
- MS Teams & Jira: Used for project management, bug tracking, and maintaining clear communication between teams.

Project Management

Planning Tools
- Jira: Managed sprints, tasks, and progress tracking, ensuring the project stayed on schedule over two years.
- Confluence: Documented design decisions, research insights, and meeting notes for easy reference.