The GPS that guides your users, not your cars

We’re talking here about a GPS application in the WalkMe sense: an overlay that guides and automates your Travel & Expense tools. A compass that clarifies pages, explains rules, avoids errors and, sometimes, does for the user what the native tool cannot do. Useful or a gimmick? Spoiler: useful, if it’s well organised…

What it changes (really)

• A smoother customer journey: contextual information and step-by-step instructions to put an end to friction before it becomes a ticket.
• Increasing adoption: the misunderstood is explained without PowerPoint or extensive training. The user sees, understands, does.
• Corrected irritants: the overlay adds the final touch of UX without rewriting the tool or its rules
• Greater satisfaction: fewer mistakes, less ping-pong, more confidence.

Two complementary strategies

• Educational guidance: sober pop-ups, intelligent tooltips, policy banners: we contextualise what’s happening on the page and frame the input without making the user nervous.

• Automation overlay: We perform actions that OBT does not do natively: check/uncheck compliant options by default, pre-fill destination, reason, cost centre according to mission/project or deactivate choices that lead to deadlock.

Warning points (to be read before going ahead)

• Clear, documented internal processes: you don’t automateambiguity.
• Essentialpreparatory work: mapping screens, fields, exceptions and policies by country; writing the rules.
• This is not an OBT ‘fix’: the overlay completes, but does not replace, the functional core. The limitations of native remain.
• Sobriety: too many pop-ups kills help. Give priority to discretion and relevance.
• Governance: who decides the rules, who updates them, who tests them, who measures them?

Is it effective?

Yes, if the paths are clear, the policy is coded, the overlay remains light and useful.
Typical benefits: +adoption, -errors, -rejections, -submission time, +compliance and +satisfaction.

No, if it’s a patch to cover up a bad process, or if over-solicitation is annoying and tiring.

Conclusion

Application GPS is a power steering system for your T&E tools: it guides, enlightens and automates where the native is rough. Yes, when your processes are clear and your irritants identified; no, if it has to replace the tool. If it’s well thought out, it will accelerate adoption and reduce errors, making the journey more useful, compliant… and ultimately enjoyable for your travellers.

Laure de la Lande, Axys Odyssey