Transforming Travel Claims with GenAI
Leading innovation for a hackathon project to simplify travel insurance claims through AI-powered solutions
During a high-impact hackathon, I led a team of three designers to tackle a real-world challenge in the travel insurance industry: simplifying the complex and frustrating claims process. By leveraging GenAI’s cutting-edge capabilities, we reimagined how claims are filed, processed, and communicated, focusing on creating an intuitive, efficient, and user-centered solution.
Through collaboration and rapid iteration, we delivered a proof-of-concept prototype that addressed pain points identified through research and ideation, showcasing the transformative potential of AI in solving real-world problems.
Team lead for a team of 3
AI-driven Research & Analysis, Design, Wireframing, Visual Design, Human-AI Interaction Prototyping, Presentation
Travel insurance claims often involve excessive paperwork, manual data entry, and unclear communication, leading to delays, errors, and user dissatisfaction.
In this hackathon project, our goal was to streamline the claims process, enhance transparency, and improve user experiences by integrating AI-driven solutions.
Hackathon Approach:
Leveraging GenAI Throughout the Process
1 . Define the Problem
3 . Ideation & Strategy
2 . Research & Insights
4 . Design & Prototype
GenAI Role: Used ChatGPT to brainstorm and refine problem statements.
Identified key challenges in the travel claims process (e.g., complexity, inefficiency, lack of transparency).
GenAI Role: Leveraged AI to generate “How Might We” statements and brainstorm solutions.
Prioritized ideas using impact-feasibility matrices to focus on high-value concepts.
GenAI Role: Conducted rapid competitor analysis and synthesized research data to uncover user pain points and market trends.
Developed personas and journey maps using AI-generated insights.
GenAI Role:
Generated design inspirations and mood boards using MidJourney.
Created low-fidelity wireframes and a functional prototype integrating AI-driven features.
GenAI amplified every stage of our process, enabling rapid ideation, research synthesis, and design execution, while maintaining a user-centric focus.
Deep dive of our solution
Fueling Design with GenAI-Driven Research
Understanding Users and Their Journeys
We did a quick POV on the travel insurance industry and we learnt that the travel insurance industry is evolving rapidly and today’s consumer demand digital first solution.
Technologies like GenAI and machine learning are enhancing risk assessment and customer engagement leading to accurate and efficient solutions.
We created two personas to guide our design process and ensure our solutions remained user-centric.
For this hackathon, we focused exclusively on the traveler persona, aiming to deeply understand their needs and challenges. This approach allowed us to simplify the claims process, making it more intuitive, efficient, and tailored to their expectations.
We started identifying the How might we statements and mapped them to real life scenarios/pain points. Below is quick glimpse of our insight generation
“We reimagined the each step of claims filing journey using cutting GenAI capabilities”
We prioritized the most impactful and feasible ideas to prototype, focusing on solutions that addressed key user pain points and maximized the potential of GenAI to deliver meaningful results
The integration of GenAI throughout the hackathon process was both insightful and transformative. By leveraging GenAI, we were able to expedite tasks that traditionally consume significant time, such as research, ideation, and content generation, allowing us to focus on creating a user-centered solution.
GenAI tools helped us quickly gather industry data, identify trends, and synthesize user pain points, giving us a solid foundation for ideation.
While GenAI provided valuable starting points, some outputs lacked continuity and required manual refinement to align with the project goals
Enabled us to brainstorm and refine ideas quickly, helping the team explore multiple directions before narrowing down on the most impactful solutions
The inability to use GenAI for interactive prototyping or usability testing meant that traditional methods were still necessary for validation
Enabled us to brainstorm and refine ideas quickly, helping the team explore multiple directions before narrowing down on the most impactful solutions
Initial GenAI-generated concepts often needed significant iteration and tailoring to make them actionable and user-centered.
Overall, incorporating GenAI into our workflow was a game-changer, enabling us to innovate and execute within tight timelines while balancing creativity and user-centered design principles.
Our journey through the GenAI hackathon showcased the power of collaboration, innovation, and user-centered design.
From uncovering critical user pain points to delivering a well-researched and impactful solution, we demonstrated how GenAI can transform complex workflows into intuitive and efficient experiences.
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