Project Overview
Key to the World is a unique digital travel wallet which will render the conventional plastic travel wallet obsolete.
It is both a portal, accessed via the website and a smartphone app, which allows international travellers to manage their itinerary, travel insurance, foreign currency, and global phone and data needs with 24/7 support.
Key to the World is exclusively available to international customers of Flight Centre, Travel Money Oz, Cruiseabout, Student Flights, Escape Travel, Travel Associates, and My Adventure Store.
Key to the World is available in store or online, and the app is available at the App Store and Google Play.
Project Commissioner
Travel Money Group and Flight Centre Travel Group Ltd
Project Creator
Team
Rowena Samaraweera, Huw Griffiths,John Moxon, Sarah Adams,Katrina Ryan, Alicia Emery, Cameron Boyd, Laura Moran, Dennis Garrett, Alberto Nunez, Anita Kendall.
Project Sponsor: Dion Jensen, Global GM Travel Money Group
Design and Build: Deloitte Digital, Brisbane (Brad Milliken, Amy Anderson, Christie Percival, Trent Adamson, Tim Dwyer + many more)
MasterCard Prepaid: Rick Rose, Lisa McGoldrick, Merzuka Bahtigur, Stephen Tomlinson, Steve Callaghan, Trevor Barbeler.
Cover-More Travel Insurance: Zachary Brookes, Sharon Georgakapoulos, Tamara Hitchcock, Samantha Helps
United Networks (Global SIM): Michael Jones, Chi Truong, Nicholas Ghattas, Hana Yoo
Brand design and marketing: Blue Pencil Advertising (Brisbane) James McDonald, Tom Evans, Sally Lovegrove
Project Brief
The project brief was to create an integrated customer experience pulling together data and services from 4 different suppliers. The goal was to make it easy for the customer to purchase and then manage 3 travel service products (travel insurance, prepaid currency and SIM card) from one single logon.
To do this we needed to redesign the post-booking and pre-departure customer journey, an area often neglected by travel suppliers, but one with significant potential for ROI by making it easier to cross sell the three main service products.
Our goal was to be as reliable as a standard Internet Banking experience, without losing the excitement of travel. Coming from one of Australia’s leading travel retailers, we wanted to ensure the customer remained excited about their trip, even while sorting out the boring bits.
We also wanted to deliver an engaging itinerary feature which would keep customers logging in. And an overall experience which meant that Key to the World would be used on the next trip, and the next, regardless of who the travel booking was made through.
Project Need
Even at the best of times, international travel can be stressful. There’s making sure you have your itinerary on hand, that your travel insurance is sorted and you have the currency you need to get by. These days, we also want to stay connected and take our mobile device with us. Sorting out all these travel issues is a hassle, often requiring multiple companies, separate documents and lots of paper.
Using Key to the World customers can purchase and then view their travel insurance. They can view their day by day itinerary, including maps to hotels and locations when in destination. They can purchase and manage the prepaid Currency Card, allowing 10 currencies on one card, and instantly transfer money to their card both before departure and while away. They also purchase and manage up to five Global SIM cards to stay connected while away. All from one single secure logon, backed up by 24 x 7 global support from their travel agent, insurer or card provider.
Because the customer can feel confident all the travel details are under control, they have more time to look forward to what matters most – their holiday.
User Experience
Key to the World offers an unforgettable digital experience -blending transactional functionality and data with powerful inspirational travel imagery and an intuitive and easy to use interface. Key UX features:
• 100% consistency across device, be it accessing from the App, mobile website or desktop PC
• Personalisation– the user can set a Trip name, departure dates and destination. The dashboard image adapts the destination image based on first place visited, or , while away, the destination you are currently in.
• Personalised trip countdown, highlighting not only the excitement of departure, but also the deadline to get trip-ready.
• Simple clean flows masking behind the scenes deep integration into a complex IT infrastructure across multiple product suppliers.
• Smart itinerary items: preloaded agent booked itinerary items, automatic updates of changes to itinerary made by your travel agent and ability to add other itinerary items.
• optional notifications of changes in exchange rates or a low SIM data balance and help plan a travel budget.
• Key to the World also leverages customer data and cookies to brand itself to the agent brand of most recent purchase, delivering a consistent experience across all 7 brands.
Project Marketing
Key to the World was launched to market on 1 June, 2016 and will be marketed primarily at the 2 million plus Australian customers in our retail travel and Travel Money stores each year.
Customers are offered Key to the World free with their Cover-More international travel insurance policy, and the product can also be purchased as a leading multi-currency card.
Customers are invited to register and activate via email after booking or purchase, and initial marketing is centred instore and on email, with tailored messaging based on time to departure date, destination, and products already used or activated.
Launched in early June 2016, customer activation rates are excellent, and Card sales are significantly higher than the old product monthly sales figures. The wider launch marketing campaign is about to start focussing on the main outbound travel periods and key destinations for international travel.
Project Privacy
As Key to the World manages personal travel as well as financial data, we encrypt customer data and use firewalls, intrusion detection systems and virus scanning tools along with mandatory secure passwords and security questions.
Key to the World respects its users' privacy and is bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth) (the Privacy Act), as well as other applicable laws protecting privacy. All information is handled in accordance with the laws stated above.
Digital - TravelTech
TravelTech helps us to get from A to B easier, quicker, cheaper, takes us to places far away while still sitting in our armchair, makes getting lost hard to do and informs, guides and assists. Take us on a journey with your TravelTech.
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