Travel Assist Portal
Problem Statement:
The World Travel Protection portal is developed around the needs of the traveler, assignee, and ex-pat.
We need to equip the traveler with the right information and tools. We don’t want to bombard them with information that is not pertinent, or use tools that have no benefit for the traveler. An effective risk management portal provides an organisation with the ability to educate, locate and communicate with its employees.
Capable risk management will be able to locate their travelers through itinerary tracking, with the use of background tracking, technology, and understanding where our travelers are intending to travel at the approval process.
We want to understand the future movement of our travelers in advance of an itinerary being developed and flights being paid for particularly in high-risk destinations. If we have an approval process that flags high-risk destinations we can ensure we plan.
Customers want to understand if they are traveling to a destination during a heightened period of activity, based on a calendar of events, or due to recent changes. If a customer is traveling during a festival period or a period of public holidays this might impact their travel.
To provide a fully digital and streamlined customer experience and ensure personalised, transparent interactions with customers across risk management.
My Role:
In-House Design Lead UX/UI | User Research.
Tools:
Figma | Miro | Adobe Illustrator | Adobe Photoshop.
Framework:
Bootstrap 5 | Material Design.
Validation:
Guerilla testing & prototyping.
Experiments & learnings (macro or micro levels).
Product Team Objectives (OKR’s)
Define and communicate our standard products/solutions, including the various platforms
that support these solutions.Research, define, communicate, prioritise and implement when possible, efforts that will positively impact the company’s EBITDA while achieving companies strategic objectives.
Ensure proper staffing structure, culture and processes are in place so that teams/individuals can be empowered to achieve results that are aligned to the business vision.
Create an environment where regular testing, experimenting, and data-driven decisions are
being made.
The Strategic Board
Inspire our customers to explore more of the world.
Cover-More Group Strategic Objectives:
Innovate and invest in digital experiences and assistance.
Navigate COVID-19 and maintain leadership in travel.
Achieve focus through simplification and divestments.
Become a better subsidiary and partner for Zurich.
Align our people, culture, and brand foundations.
Shared Values:
Optimism
Caring
Trust
Determination
Togetherness
North Star Objective:
Provide a fully digital and streamlined customer experience and ensure
personalised, transparent interactions with customers.Educate our travelers through risk-based, accurate, and timely intelligence,
alerts, and incident reports.To empower a duty of care within corporate security teams of organisations.
Based on the risk profile, Intelligence, alerts, and incident reports are all aimed at giving the traveler an understanding of the risk environment. The destination they are traveling to for the duration of their trip.
1 of 3 Workshop Agenda
What we are trying to achieve:
Validation on our hypostases of enhanced intelligence map and new risk level component models.
To understand business requirements.
To gain insights into key stakeholders’ requirements around enhanced intelligence map.
- To gain insights into key pain points.
- Create consensus on plans and priorities for a project.
Purpose of these workshops:
To generate intensive collaborative sessions used to solve our UX problems and enable progress on a particular challenge throughout the design scope. To understand what is the MVP and what are future enhancements.
Build a mutual understanding of the overall project direction, key milestones, and vision for the entire team.
Outcomes:
Validation of our hypostases.
Understanding user empathy; who is the relevant
customers or users.
Gain clarity and consensus on user needs, motivations, and behaviors.
Build empathy for users.
User Experience Metrics and KPI’s
Returns of investments?
Demonstrating the value of design, through key improvements that would result in revenue and customer retention. Aligning measurement with the business North Star Objectives:
‘To empower a duty of care within corporate security teams of organisations. Based on the risk profile, Intelligence, alerts, and incident reports are all aimed at giving the traveler an understanding of the risk environment. The destination they are traveling to for the duration of their trip.’ - NSO
The UX metric came from:
Customer surveys.
User interviews.
Customer documentation.
Quantitative analyses, through competitor analysis and heuristic audits of the current portal.
We conducted guerrilla surveys and testing of simple ease-of-use ratings around certain tasks.
We had NO DATA on completion rates or any analytics.
Key Performance Indicators:
Greater empowerment for customer-facing as well as business-facing.
Delivering fast scalable Riskline data for security and crisis management.
Customer retention.
Reports and estimation:
Yet to be defined.
Travel assist brand and risk level colours.
Navigation and filters.
Right-hand column templates
Base Map Functionality
Continent View.
The user would click on a continent and then it would zoom into this continent.
The multiple countries would be visible at this level.
Travellers & Alerts would break out and be grouped
by Country.Countries would be visible with Risk Level (low-high)
Zoom property should be visible at z4.
Region / Country View.
The user would click on the country and would see the selected country in their viewport.
The country would stand out against the bordering countries, e.g. different shades, the colour would pop out, Border might be a different colour.
Major cities would show at this level.
Travellers & Alerts would break out and be grouped by State/province/region.
Zoom property should be set to z5-z6.
State / Province / City view.
The user would click on the State/Region which would display in the viewport.
Traveller and Alerts will take on their own icons as singles & Groups (if more than one is in the same city/location).
City view would begin to break down clusters of Traveller and Alerts, as close to the zoom level of buildings.
Travel connect portal.
Traveler Profile Cards
Itinerary travel cards allow the segmented breakdown of corporate travelers and allow the administration of
their organisation to Search for profiles, create profiles, and enable app matching within profile cards.