1. Infrequent Travelers

2. Traveler Comments “It’s only easy for someone who uses the system frequently.” “Creating my expense report is confusing.” “I find booking travel difficult to master; I do not find the Concur system to be user friendly.” “The staff who only travel once or twice a year struggle in the system.”

3. Data Analysis Analysis done to understand and define an infrequent traveler Determined % of active employees who have traveled 2 or less times per year for the last 3 fiscal years

4. Training Challenge How do we assist new and infrequent travelers by providing information at the right time throughout the travel process – from booking to expense reporting – to educate them on the “how”?

5. Infrequent Traveler Messages Create a three-part email process that pushes information to infrequent travelers – WHEN THEY START TO TRAVEL Series of email messages automatically sent if a traveler has not booked airfare in the last 12 months. Traveler has the option to view animation or read text document with information

6. Infrequent Traveler Messages 1.Upon booking your trip (prepare for your trip) Trigger is based on approved/booked itinerary Highlights what should be done to prepare for your trip 2.5-days prior to your trip (what you should know before you go) Trigger is five (5) days prior to trip start date Highlights what you need to know before you go and during your travels 3.Upon trip completion (things to know to prepare your expense report) Trigger is the last day of your trip Provides guidance on preparing an expense report

7. “ You’re planning a University trip”

8. Animation Upon Booking

17. “You’re leaving soon (on a University trip)”

18. Animation 5 days before trip

27. “You’re back!”

28. Animation Upon Trip Completion

37. Results