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Afiniti – Enterprise AI Behavioral Pairing Platform
Project type
Enterprise AI & Data Analytics Platform
Role
Lead Designer
Scope
End-to-End Product Design
Scalable Design System
Complex Data Visualization
Stakeholder Strategy
Deliverable
Enterprise Design System
Interactive Analytics Dashboards
User Journey Mapping
High-Fidelity Prototypes
Afiniti is a world-leading AI company that uses advanced behavioral pairing technology to pair customers with contact center agents. The platform transforms massive amounts of data into real-time interactions that drive measurable business outcomes. The challenge was to take a complex, "black-box" AI technology and turn it into a transparent, user-friendly, and high-performance enterprise product.
My Role: Design Lead
As the Design Lead, I acted as the strategic bridge between the product vision and execution. Working in close partnership with the Product Director, I spearheaded the design direction for the core platform.
My role involved:
Leading the design team to ensure consistency and high-quality output.
Translating complex algorithmic requirements into intuitive user interfaces.
Collaborating with Data Scientists and Engineers to ensure technical feasibility without compromising UX.
Goal:
The primary objective was to demystify Afiniti’s AI technology. We aimed to create a dashboard experience that provided stakeholders with absolute clarity and trust in the AI’s decision-making process. The goal was to move from a purely technical tool to a sophisticated, insights-driven enterprise platform that proves value in real-time.
Insights:
Humanizing AI: We learned that transparency is the key to AI adoption. By making the "pairing logic" visual and understandable, we significantly increased user trust.
Precision in Complexity: In a data-heavy environment, "simplicity" isn't about having less data; it’s about better hierarchy. We focused on surfacing actionable insights rather than just raw numbers.
Strategic Collaboration: Working directly with the Product Director allowed us to integrate design at the roadmap level, ensuring that user experience was never an afterthought but a core business driver.
