Traveler first Business Travel Program
Your travel program may look effective from your side of the desk, but when’s the last time
you sat down and booked a ride or submitted a receipt, from start to finish? How often do
you spend a day or two on the road “in the footsteps” of your most frequent travelers,
rigorously testing your policy?
It sounds obvious, but it’s worth repeating. Employees want a travel program that’s easy to
use and seamless from beginning to end. To achieve this, ask yourself the purpose of every
click and every form filled out. If you find yourself confused, asking questions, or
double-checking what to do, your travelers are most likely feeling the same way. Those pain
points explain the “why” behind high rates of leakage from the travel program and other
instances of noncompliance, signaling that it’s time to adjust the traveler-averse portions
of the process.
Action Item: Each quarter, sit down with five travelers at each stage of your travel process
and silently observe their behaviors. Ask them where they would find your travel policy,
too–you won’t get anywhere if they don’t know the rules!
It’s pretty clear that employees don’t want to make and manage multiple accounts: four out
of five people are deterred from using any website if they have to create an account. Why,
then, should a travel manager require travelers to set up unnecessary accounts? Go to where
they are — don’t force employees to meet you.
By using a familiar, recognizable, and dependable app, travel managers reduce the number of
employees overwhelmed by how to use the system within the program. The biggest category
you’ll find these apps in is most likely the relative newcomer of on-demand travel,
including apps like Rapido, so there’s no learning curve to overcome.
All they would need to do is select a different option within their existing account — no
passwords to remember, and no usernames to forget.