TMHCC Travel Insurance

Outdated website and portal systems resulted in low customer adoption and poor user experience.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.

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.

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.

Ran with a team of 15, 2 direct reports.

Commercial ownership of a budget between one hundred and five hundred thousand dollars, covering forecasting, change control and the commercial conversation with the client.

Global enterprise programme, shipping to Web, Mobile and Native iOS and Android.

Heavy regulatory and compliance context, so accessibility and compliance sign off were release gates rather than an afterthought.

I owned the plan, the schedule, scope and change control, the RAID log, and status reporting to the client sponsor.

Functional requirements written so developers could estimate honestly, with UAT and QA gates before each release.

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.