Episode Overview:

In this episode, the Tern team dives into a jam-packed week of product improvements, AI-fueled innovation, and a major new training initiative. David (CEO), Molly (Head of Product), and Brad (Head of Design) reflect on everything from smarter contact forms and a polished new mobile app preview to inclusive updates and surprisingly satisfying tag clean-up features. Plus, they tease what’s coming next, including a much-requested overhaul of payment schedules and new visibility for form responses right where you need them.

Episode Topics:

(00:54) A Tease of the New Mobile App

Molly previews improvements to Tern’s traveler-facing mobile app, featuring a more polished, photo-rich itinerary design for a smoother client experience.

(01:49) Deep Dive Into Merchant Agencies

Brad shares learnings from recent interviews with merchant-based agencies and how those insights are helping shape new Tern features.

(03:51) What a Board Meeting Looks Like at Tern

David gives a behind-the-scenes look at how Tern’s board pushes the team toward building the best platform in the travel industry without dictating direction.

(06:08) AI-Powered Efficiency in Action

The team discusses how AI is accelerating product design, engineering, and planning like a surprise sleeper-hit feature for tag editing that came together in record time.

(07:52) Summer Bootcamp Is Live

Karina and Ben have kicked off an 8-session live training series for new and seasoned users. The response has been overwhelming and it’s just the beginning.

(08:14) “No Dead Ends” and Empty States Improvements

Molly explains how new “empty state” screens across Tern guide users with clear, intuitive first actions like quickly generating an invoice or connecting an inbox.

(12:29) Smarter Forms for Groups & Families

Brad and Molly walk through new logic that reduces the need for duplicate emails when filling forms for group travelers. Relationships are inferred to prevent clutter.

(14:56) Inclusive Gender Options in Forms

Advisors can now collect gender in forms including non-binary and other options.

(16:40) Trip & Activity Editor (Beta Update)

The new rich text editor is in beta and working well. Advisors will see a full rollout next week, bringing smoother formatting, bullet points, and styling tools.

(19:27) Editable Tags: A Surprise Fan Favorite

Advisors can now view, rename, and delete tags directly in settings, a feature fast-tracked with AI assistance and unexpectedly loved by the community.

(22:52) Copyable Confirmation Numbers on Payouts

Advisors can now click to copy confirmation numbers in payout statements. A small touch, but a huge time-saver.

(23:26) Automation Template Folders Are Here

Tidy up your backend: folders now support automation templates. Itinerary and workflow folders are next in line.

(25:47) Mobile Web UI Improvements Begin

Tern is starting to optimize advisor workflows on iPads and phones. First update: the left nav now hides while editing activities to save precious screen space.

(27:12) Work Begins on Smarter Payment Schedules

A full overhaul of how Tern handles payment plans is underway. Expect better flexibility, clearer logic, and less manual editing when plans change mid-trip.

(29:48) Coming Soon: Form Responses Where You Need Them

Starting with contacts (and soon trips), advisors will see form submissions directly where they work. No more hunting in the library, just instant context.

Show Highlights:

Real-time advisor feedback turned into better onboarding UX

Inclusive updates that better serve diverse travelers

Behind-the-scenes look at how AI is shaping product development

A brand-new education initiative that’s already making waves

A sneak peek at foundational upgrades to payment and form systems