TMHCC Travel Insurance
Travel insurance platform redesign for TMHCC, improving quote-to-purchase conversion and streamlining the policy management experience.
Duration
600k
Team
15
Scale
Global Enterprise
Scope
Global
Overview
The engagement with TMHCC Travel Insurance involved a complete redesign of their digital platform, focused on the insurance industry. This global provider faced challenges with outdated systems, leading to decreased customer satisfaction and engagement. Grounded in a research-led approach, the project aimed to enhance user experiences and operational efficiency through digital transformation.
Challenge
Outdated website and portal systems resulted in low customer adoption and poor user experience.
Complex navigation, lack of mobile optimization, and absence of personalization frustrated users.
Inconsistent branding, inadequate analytics, and inefficient product rollouts hindered market responsiveness.
Research & Discovery
Conducted extensive user research to understand customer needs and behaviors.
Led persona development and journey mapping to identify pain points and priorities.
Implemented iterative prototyping and usability testing to refine design solutions.
Solution & Deliverables
Redesigned digital platform, including a Sitecore-based CMS for customizable portals and streamlined product deployment.
Developed a modular design system and mobile-optimized portals aligning with rebranding efforts.
Delivered improved navigation, personalization, and mobile responsiveness informed by research insights, ensuring WCAG 2.0 AA compliance.
Results & Impact
Results included improved customer adoption and engagement through personalized experiences.
Reduced annual IT infrastructure costs and enhanced maintenance ease with the new platform.
Strengthened customer trust and loyalty through cohesive rebranding, supporting long-term growth and market competitiveness.
Embedded accessibility and data privacy standards, aligning with global compliance requirements.
Project Artifacts
Project Details
Industry
Insurance
Duration
600k
Team Size
15
Direct Reports
2
Scale
Global Enterprise
Scope
Global
Budget
100'500K
Platforms
Web, Mobile and Native: iOS and Android
Regulatory
Heavy
Engagement
End-to-End Product management, Design,