Giving people confidence is the future of travel ๐Ÿ’ช๐Ÿป

TuGo ๐Ÿงญ

About The Client ๐Ÿ“
TuGo provides travel insurance products and traveller claim services for Canadians

Project Brief ๐Ÿ“‘
Imagine the future of TuGo beyond insurance: deliver a CX map, prioritized opportunities list, and video prototype

Business Impact ๐Ÿ’ฅ
A viable digital product that aligns with their growth

User Impact โœจ
An elevated sense of confidence, seamless digital experience, and heighted customer support from TuGo for travel

My Role ๐Ÿ‘ฉ๐Ÿปโ€๐Ÿ’ป
Lead Visual Designer

We've all been thereโ€“travelling abroad and then life throws something our way that we may not have planned for like: super long flight delays, the scramble to find a last minute available pet boarding service, or a global pandemic... To find relief from these "headaches", we want Canadian travellers to immediately think of TuGo as the "cure".

TuGo has been one of Canadaโ€™s top travel insurance providers, and a family-owned one at that. Theyโ€™re planning to expand beyond financial protection and came to us at Engine Digital to conceptualize how that future would look like. Our solution was to simply continue the family tradition of helping and protecting Canadian travellers as they have been for over 55 yearsโ€“just with solutions that go beyond a policy. 

Since travel is such a saturated market, we didnโ€™t want to dilute it further by providing another familiar product. We figured to go the less "glamourous" route and offer customers products and services for what we consider as the โ€œnot-so-funโ€ aspects of a trip. For instance (but not limited to), arranging foreign currency exchange, giving appropriate options for flight cancellations, or providing telemedicine services during emergencies.

At Your Service ๐Ÿ‘ฉ๐Ÿปโ€โœˆ๏ธ

Part of the TuGo Service Journey Map

Please note that the legibility of this document is intentionally pixelated as not to reveal too much information.

The problem that the client had about moving forward in their business was understanding how that could be done in a sustainable way without compromising their existing brand relationships with their partners and customers. After the UX strategy team had completed their discovery work, I was brought in to (1) design the current service journey map, (2) take part in a concept sprint with the client to get some ideas flowing, and (3) design the mobile app prototype that would eventually be used as a tool to help communicate and align all their employees and stakeholders about the bright future that awaits them at TuGo.

A Travel Forecast ๐Ÿ”ฎ

Amongst other deliverables, this was the final outcome of what I led in this project.

Video: Behind The Scenes ๐ŸŽฌ
We pitched to produce a custom film but had a very limited budget and timeline. Instead, we came up with the solution of compiling stock footage and I designed the prototype UI to be animated within the video. Even our voiceover artist is the wife of one of our colleagues who is a professional actress! We partnered with a local video production company to put it all together.

The final outcome is based from a concept sprint that Engine Digital facilitated, as a result of my "winning" idea from said workshop that the client loved and wanted to see come to life. What initially inspired this concept is (1) the notion of not wanting to download a redundant mobile travel app, combined with (2) the customer feedback we learned during discoveryโ€“that when they're travelling abroad and require assistance in an emergency or last minute task, they want to feel as comfortable as they would be as if they were back home getting that help. There are clear leaders in the travel industry when it comes to trip planning, such as accommodations, getting directions, and transportation in getting around. However, what isn't in the market is a central place where you can get the right help at the right time. For instance, depending on the country you're visiting, the "911" number could be different, there are certain hospitals or clinics that insurance will only cover, and who knows what options I have for a flight if there are cancellations or delays?! I envisioned TuGo to be that source for Canadian travellers.

Rather than a simple click-through prototype, we proposed a contextual video to better demonstrate the various scenarios of when the hypothetical TuGo app would be put to use. During this process, it was my responsibility to provide a detailed narrative and script (in collaboration with the lead strategist), sketch out the storyboards, establish art direction, and design the UI elements that would be used within the video. To maintain a good pace for the video, we oversimplified the design so viewers could get just enough of the story and what the characters were trying to accomplish.

Select Video Screencaps ๐ŸŽž

Woman on laptop looking at her travel itinerary created by TuGo
Man on tablet device checking his travel insurance policy
Woman on her phone instantly getting foreign currency from her TuGo app

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