case study

Airline ticket insurance is a product designed to protect travelers against unforeseen circumstances that may prevent them from taking their flight or disrupt their travel plans. It provides travelers with peace of mind and financial security, allowing them to book their flights with confidence. 

The airline ticket insurance market is highly competitive, with many players offering similar products. Therefore, it is crucial to design a user-friendly and engaging interface that helps users easily understand the benefits of the product, purchase it seamlessly, and access support when needed. 

We designed a new airline ticket insurance product and a user interface that would help increase product adoption and customer satisfaction. Our goal was to create an intuitive and appealing user experience that would differentiate our product from the competition and meet the needs of their target audience. 

Our research began by gathering data from our airline ticket team regarding the rate of ticket cancellations in Ime pay. We found that a significant number of customers were cancelling their flights due to unforeseen circumstances such as illness, family emergencies, and work-related issues. Many of these customers were unable to receive a refund for their cancelled tickets, which caused frustration and dissatisfaction. 

To further understand these user frustrations, we conducted secondary research on forums, social media platforms, and other online communities where users discuss travel-related issues. We found that many users were sharing their negative experiences with cancelled flights and the lack of refunds or compensation from airlines. Additionally, we identified that users often have to navigate complex refund policies and procedures, which adds to their frustration. 

To gain deeper insights into the needs and preferences of our target audience, we conducted user interviews and surveys. Our target audience was defined as frequent travelers who value flexibility and financial security when booking their flights. Through these interviews and surveys, we identified that our target audience highly valued having the option to purchase airline ticket insurance. They wanted a product that was easy to understand, purchase, and use, and provided comprehensive coverage for their travel plans. 

Overall, our research helped us identify key pain points and needs of our target audience, and informed the development of our airline ticket insurance product and UIUX design.

Frequent travellers like Maya value flexibility and financial security when booking their flights, but they often face frustrations and challenges when dealing with cancellations, disruptions, and refunds. Many travellers are unable to receive a refund for their cancelled tickets and find it challenging to navigate complex refund policies and procedures. Additionally, the lack of transparency and clarity around cancellation and refund policies causes frustration and dissatisfaction among users.

Our challenge is to design an airline ticket insurance product and UIUX that addresses these pain points and meets the needs of our target audience. We need to provide travellers with a seamless and stress-free travel experience and give them the option to purchase comprehensive coverage for their travel plans quickly and easily online. We also need to provide clear and easy-to-understand policies and procedures and ensure that users can access customer support when needed. Ultimately, we aim to differentiate our airline ticket insurance product from the competition and increase adoption and customer satisfaction.

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