2021: Travel Assist Portal
Problem Statement
The World Travel Protection portal is designed around the needs of travellers, assignees, and expatriates, ensuring they are equipped with relevant, timely, and actionable information—without overwhelming them with unnecessary content or tools that lack practical value.
An effective risk management platform empowers organisations to educate, locate, and communicate with their travelling employees. This includes the ability to track traveller itineraries, leverage background tracking technology, and gain visibility into planned movements during the travel approval process, particularly when travel involves high-risk destinations.
Understanding future travel intentions before flights are booked allows organisations to assess and mitigate potential risks proactively. An approval process that flags high-risk destinations enables early intervention, preparation, and appropriate escalation measures.
Travellers also need to know whether their destination may be affected by heightened activity, such as major events, festivals, or public holidays, which could impact mobility, safety, and access to services.
Our goal is to deliver a fully digital, seamless customer experience that ensures personalised and transparent risk management interactions, aligning with modern expectations and organisational duty of care standards.
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 (OKRs)
Define and communicate our core products and solutions, including the platforms that support them, to ensure clarity and alignment across the business.
Research, prioritise, and implement initiatives that contribute to strategic goals and positively impact EBITDA, aligning product efforts with broader company objectives.
Establish and maintain the right team structure, culture, and processes to empower individuals and teams to deliver outcomes that support the business vision.
Foster a culture of continuous experimentation, encouraging regular testing and data-driven decision-making to drive product innovation and performance.
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:
Deliver a fully digital, streamlined customer experience that enables personalised and transparent interactions with every traveller.
Could you provide travellers with accurate, timely, and risk-based intelligence, including alerts and incident reports, to help inform decision-making throughout their journey?
Empower corporate security teams to uphold their duty of care by offering insights tailored to each traveller’s risk profile. All intelligence, whether alerts or incident reports, is designed to provide travellers with a clear understanding of the risk landscape at their destination for the entire duration of their trip.
-
![]()
01. Discovery and Research.
-
![]()
02. Planning.
-
![]()
03. Conceptualising.
-
![]()
04. Design.
-
![]()
05. Analyse.
1 of 3 Workshop Agenda
Objectives:
Validate hypotheses around the Enhanced Intelligence Map and new Risk Level Component models.
Understand core business requirements driving the initiative.
Gather insights from key stakeholders on expectations and needs related to the Enhanced Intelligence Map.
Identify key pain points to inform design and functionality.
Build consensus on project plans and priorities to ensure alignment moving forward.
Purpose of these workshops:
To facilitate focused, collaborative sessions aimed at solving key UX challenges and driving progress across the design scope. These workshops help define the Minimum Viable Product (MVP) and identify opportunities for future enhancements.
They also serve to build a shared understanding of the overall project direction, key milestones, and product vision, ensuring alignment across the entire team.
Outcomes:
Validation of our hypotheses.
Clear identification of the relevant users
or customer segments.Deeper understanding of user needs, motivations, and behaviours.
Build empathy across the team to inform
user-centred design decisions.Establish clarity and consensus around the
user perspective to guide future design and development.
User Experience Metrics and KPI’s
Returns of investments:
Demonstrating the value of design by driving key improvements that directly contribute to revenue growth and customer retention. Ensuring that all measurements and outcomes align with the business’s North Star Objectives.
‘Reinforcing design as a strategic lever for business success. To empower a duty of care within corporate security teams of organisations. Based on the risk profile, Intelligence, alerts, and incident reports are all designed to provide the traveller with an understanding of the risk environment. The destination they are travelling 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 specific 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, the 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 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 travellers and will enable the administration of
their organisation to search for profiles, create profiles, and allow app matching within profile cards.
