//Case study / Blink Travel

//Case study / Blink Travel

Blink Travel.

Blink Travel.

Blink Travel.

Redesigning a parametric travel insurance product
end-to-end - for every partner's version of it at once.

SCOPE

Redesign, IA & Mapping

ROLE

Sole product & UX/UI designer

SPECIFICS

B2B2C parametric
insurance

YEAR

2022-2023

NO CLAIM. NO WAIT.

NO CLAIM. NO WAIT.

NO CLAIM. NO WAIT.

JUST PRE-AGREED BENEFIT.

JUST PRE-AGREED BENEFIT.

JUST PRE-AGREED BENEFIT.

Blink Parametric monitors a traveller's flight in real time. An eligible delay triggers an instant choice - lounge access, cash payout, global vouchers, hotel rebooking for longer disruptions. Delayed luggage pays out automatically too. The catch: it's white-label, B2B2C. One product, many partner brands, thresholds and benefits. But Blink never speaks to the traveller directly.

Blink Parametric monitors a traveller's flight in real time. An eligible delay triggers an instant choice - lounge access, cash payout, global vouchers, hotel rebooking for longer disruptions. Delayed luggage pays out automatically too. The catch: it's white-label, B2B2C. One product, many partner brands, thresholds and benefits. But Blink never speaks to the traveller directly.

ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. · ONE PRODUCT. EVERY PARTNER'S VERSION OF IT. AT ONCE. ·

Partner example - illustrative

2HR DELAY PAYS €50

Partner example - illustrative

3HR DELAY GRANTS A VIP LOUNGE ACCESS

One system

CONFIGURANLE TRIGGERS, VALUES, RESOLUTION TYPES

Partner example - illustrative

2HR DELAY PAYS €50

Partner example - illustrative

3HR DELAY GRANTS A VIP LOUNGE ACCESS

One system

CONFIGURANLE TRIGGERS, VALUES, RESOLUTION TYPES

A flow that assumes "2hr delay pays £50" breaks the moment a partner sets 3hr and a lounge pass. The brand layer changes per partner - and Blink can't check its own work with the traveller directly.

First move: diagnostic, not visual.
I mapped every flow end to end, marking exactly where they broke.

Redesign, start to finish.

Research, flows, IA, the theming system, the component library, the docs - shaped end-to-end, driven bottom-up.

Research, flows, IA, the theming system, the component library, the docs - shaped end-to-end, driven bottom-up.

FLOWS · IA

MAPPING THE SYSTEM FIRST

Before any UI: flows, data, IA. Trigger conditions and resolution branches had to click as one system before a single screen made sense.

SYSTEMS THINKING

DESIGNING FOR CONFIGURATION

Not "the flight-delay screen" - a system that resolves correctly for any partner's thresholds, benefits, and branding, with zero bespoke rework.

RESEARCH

TESTING WITH B2B2C CONSTRAINT

No direct end-user access. Existing partners stood in as proxies; internal testing surfaced naming that wasn't self-explanatory and got fixed.

RESILIENCE

DESIGNING FOR THE EDGE CASES

A parametric product fails badly on the happy path alone. Example: one account holding multiple policies - rare today, built to hold anyway.

FLOWS · IA

MAPPING THE SYSTEM FIRST

Before any UI: flows, data, IA. Trigger conditions and resolution branches had to click as one system before a single screen made sense.

SYSTEMS THINKING

DESIGNING FOR CONFIGURATION

Not "the flight-delay screen" - a system that resolves correctly for any partner's thresholds, benefits, and branding, with zero bespoke rework.

RESEARCH

TESTING WITH B2B2C CONSTRAINT

No direct end-user access. Existing partners stood in as proxies; internal testing surfaced naming that wasn't self-explanatory and got fixed.

RESILIENCE

DESIGNING FOR THE EDGE CASES

A parametric product fails badly on the happy path alone. Example: one account holding multiple policies - rare today, built to hold anyway.

Trade-offs, not decoration.

Decision
Decision

Primitives → tokens: the white-label theming system

One component library, many brands. Re-point tokens rather than touch components, and a new partner's colours and type apply system-wide - no bespoke rework.

Trade-off
Trade-off

Configurability vs visual richness

The product had to configure reliably across every partner and language. Plenty of "pretty" got cut because it couldn't survive that - robust beat richest-in-one-mockup.

Honest call
Honest call

The time UX lost the argument

One partner insisted on payout details before the trip is added - feels premature, less trustworthy. I pushed back. On this one, the partner's call won.

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