Travel Insurance Direct

Mobile and iPad Apps

Output: IOS & Google Play Mobile Travel App

Duration: 2018

My Role: Conducting UX Research and end to end design in a team of four, working with cross functional team

Tools: Sketch, Miro, Confluence, Jira

Problem Statement

To differentiate the TID brand we decided to create an innovative app which exceeded the expectations of travellers, to give them more than just access to their policy and emergency assistance on their phones.

The Process

We mined existing customer data and pathways, explored competitor offerings to gain insight into what our customers valued and needed while they were away. Travel Insurance is there to help you when things go wrong. We wanted our customers to travel in confidence by keeping them informed with expert advice, important tips and information relevant to their trip and the countries they’re visiting. We used card sorting and personas to delve deep into the mind of our customers. A key finding on a customers journey from planning to flight was that purchasing travel insurance was often last minute and increasingly done on mobile devices. Knowing this we included in app purchase,

We wanted our customers to travel in confidence by keeping them informed with expert advice, important tips and information relevant to their trip and the countries they’re visiting. We used card sorting and personas to delve deep into the mind of our customers. A key finding on a customers journey from planning to flight was that purchasing travel insurance was often last minute and increasingly done on mobile devices. Knowing this we included in app purchase, ability to edit policy, and extend. Once we had a working prototype we vigorously tested it with users then iterated until it was perfect!

Outcomes & Learnings

The app content includes offline travel tips, language guides, the nearest local hospital and consulate information, emergency and medical professional contacts.

Success Metrics

First in market, differentiated TID as a brand leader, set a high bar for competitors
Monthly Active Users up to 67% in the first year
Average sessions doubled in length in the first year
70% user engagement with advanced features proving the value
4.2 star App Store rating
TID Net Promoter Score of 75 – demonstrating user loyalty and advocacy for the app
Increased customer engagement specifically with millennials
Reduced customer support calls by 30%
8% increase in mobile sales through the app