Tempcover
Exploring, analysing, and defining a phased solution for return customer experience improvements
Tempcover partners with a panel of insurers to provide specialist short-term car insurance, offering flexible cover from 1 hour to 28 days. Their service focuses on helping drivers in those “in-between” moments; whether it’s test driving a new car, borrowing a vehicle at short notice, or driving in an emergency.
With both web and mobile app experiences, Tempcover is built around one clear principle: getting customers insured quickly and smoothly so they can get on their way with confidence.
The challenge
Tempcover’s data revealed an interesting pattern: while most policy purchases came from returning users, a trend that continues to grow, the majority of quotes were being generated by people who had never created an account.
This disconnect highlighted a clear opportunity to improve awareness, value, and experience for returning customers. By streamlining the return journey and making it easier for customers to come back, Tempcover could strengthen loyalty, increase repeat purchase rates, and ultimately boost customer lifetime value.
How we helped
We embedded our product design function within Tempcover’s product management team to expand their bandwidth, strengthen design capability, and accelerate the Return Customer initiative.
Discovery. Together, we:
- Defined key assumptions and hypotheses around friction, information clarity, awareness, and loyalty.
- Conducted multiple rounds of qualitative research, including moderated and unmoderated interviews with both existing and potential customers.
- Ran large-scale quantitative research through on-site surveys to validate themes at scale.
- Benchmarked the competitive landscape to identify opportunities and differentiation.
- Built and tested interactive prototypes to validate and refine our hypotheses.
- Collaborated with wider business functions, including underwriting, pricing, marketing, and engineering to understand organisational impacts beyond the user interface.
Delivery. Together, we:
- Created a North Star UX vision to align the team around a shared direction.
- Integrated and extended the existing design system, championing best practice consistency and efficient workflows.
- Established regular feasibility reviews with engineering to maintain alignment and velocity.
- Participated in an effort vs. impact framework to prioritise work and communicate value across the business.
- Defined phased design deliverables, documenting functionality, logic, and constraints.
- Joined daily and weekly delivery rituals, representing the user and ensuring design quality throughout implementation.
"Whilst building out our own dedicated Product Design function at Tempcover, we engaged with Hyperact to design a step change in how we give our loyal customers a better experience.
Hyperact were with us every step of the journey, from early customer discovery and ideation, through multiple rounds of feedback and finally as part the delivery team, working directly with our engineers as they implemented the designs. Hyperact always felt an integral part of the team rather than just an outsourced partner.
We’re excited to have launched this new experience to our returning customers, and thank the Hyperact team for their support in reaching this key milestone."
Outcomes
Following a focused and collaborative discovery phase, the Return Customer Experience was elevated to a top priority on Tempcover’s product roadmap. This initiative establishes a scalable foundation for ongoing optimisation, enabling A/B testing, continuous measurement, and incremental improvements to conversion and revenue. It also reinforces Tempcover’s commitment to delivering a smoother, faster experience for returning customers.
We also set the foundations for a new permanent lead designer role at Tempcover, establishing both discovery and design workflows, as well as cross-functional relationships.