White-Label Travel Insurance Platform
Overview
Client and product name withheld for confidentiality.
This project explored a white-label travel insurance experience for travel agents, flight centres and their customers. Partners needed to add travel insurance to their existing journeys or use the product as a standalone flow.
The challenge was to keep the customer experience simple and trustworthy while allowing enough flexibility for different brands, content and business needs.
My contribution
Competitor and market research, interviews, surveys, personas, journey mapping, user flows, wireframes, responsive UI, interactive prototypes, design documentation and moderated usability testing.
The team
Lead Designer, Product Designer, Client Stakeholders and Engineering
Year
2023
Process
## A product for different businesses
The brief was to explore a white-label travel insurance experience for travel businesses and their customers. Partners needed to add travel insurance to their existing journeys or use the product as a standalone flow.
This meant the customer experience had to feel simple and clear, while the underlying structure remained flexible enough for different brands, content and business requirements.
## From an open brief to testable flows
I worked with the lead designer and wider team through discovery workshops, competitor and market research, interviews, surveys, personas and journey mapping.
We used these inputs to understand where travellers needed more clarity and where partner businesses needed more control over branding and content.
## Designing and testing the experience
I translated the findings into user flows, wireframes, responsive UI and interactive prototypes. We explored different levels of customisation and refined the information hierarchy so users could understand the cover, compare options and continue with confidence.
I also prepared design documentation and helped plan and run moderated usability testing. We used the feedback to refine the flows and improve the overall experience.
Outcome
The project resulted in a modular and tested design direction for a white-label travel insurance product.
It balanced a clear customer journey with the flexibility required by different partner businesses and brands. Because the client and product are confidential, this case study focuses on the design process and my contribution rather than commercial results or launch status.