PROJECT: CUSTOMER PORTAL ILLUSTRATIONS
CLIENT: AFFINITY SUTTON

Affinity Sutton is a national housing association, with 57,000 properties across over 120 local authorities. They continue to build new homes for a range of households at different price points, and invest significantly in the maintenance of existing homes and the communities. A key aim is to provide excellent customer service along with additional support for more vulnerable residents.

OBJECTIVE

To produce a set of illustrations for the new, online customer portal. Each illustration would link through to individual sections on the portal, giving residents various information and support relating to their home and community.

CLIENT VIEW

We wanted to portray an open and friendly portal that had a different look and feel to what we’d done before and so we decided to go down an illustrative route. The main challenge was avoiding the obvious – so for 'report a repair' we didn’t want to show a broken window, and for 'pay your rent' we didn’t want a stack of coins - Louise Bloxham, Head of Resident Communications, Affinity Sutton

The illustrations needed to work with the existing Affinity Sutton brand.

In terms of illustration style, my brief was fairly open. The supplied brand guidelines did not dictate a specific style, only that " illustrations should always achieve a clean, professional graphic style that works in harmony with our core graphic elements."

CLIENT PERSPECTIVE

Once the project was finished and the portal had gone live, I was interested to find out how the whole thing had been received. Louise kindly answered a few questions:

Are you happy with the solutions Carys provided for you?

Yes very happy. We have some illustrations which are meaningful to residents and align closely with our brand.

How has this work been received? Do you feel it will benefit Affinity Sutton and the way you are perceived by residents?

It’s early days, but so far so good. Initial resident feedback for My Affinity Sutton has been positive and the illustrations have contributed to this experience.

Overall, how did you found the process of working with Carys, did she do a good job?

Really great. Carys interpreted our complex requirements well, gave us some good options to consider and was open and receptive to our (sometimes numerous!) changes. I was happy with the working relationship and the final result, so there’s nothing I would change.

The Customer Portal was designed and developed by Mentor Digital.

It is a login service intended for residents only, so I'm unable to share a link to view online.

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