Multi-Contact Forms, Mobile Upgrades, and Transparency at Tern

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Flight Path by Tern

Tern Software Inc

64 episodes

1 day ago

Welcome to Flight Path, your weekly insider’s guide to the latest in travel technology with Tern, the premier platform for travel advisors. Join us every Friday as Tern’s R&D leadership takes you on a journey through what’s new and exciting in Tern, unveiling the features and updates shipped each week. Hosted by Tern’s co-founder and CEO David Shull, Head of Product Molly Johnson, and Head of Design Brad Turner, Flight Path offers a unique peek behind the curtain of building the best platform for travel advisors. From in-depth discussions about new releases to behind-the-scenes insights into the design and development process, you’ll gain a comprehensive understanding of the innovation and hard work that drive Tern’s success. Whether you’re a travel advisor looking to stay ahead of the curve or a tech enthusiast curious about the latest advancements in travel technology, Flight Path is your go-to source for all things Tern. Tune in every Friday and let us navigate you through the future of travel. Hosts: David Shull: Co-founder and CEO of Tern Molly Johnson: Head of Product at Tern Brad Turner: Head of Design at Tern

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Multi-Contact Forms, Mobile Upgrades, and Transparency at Tern

Flight Path by Tern

34 minutes 37 seconds

4 months ago

Multi-Contact Forms, Mobile Upgrades, and Transparency at Tern

In this episode of the Flight Path Podcast, Tern CEO David Shull is joined by Molly Johnson (Head of Product) and Brad Turner (Head of Design) for a transparent and action-packed recap of the week in product. They cover a recent email bug incident, the long-awaited launch of multi-contact forms, a wave of text editor rollouts, and mobile app upgrades that are making things smoother for travelers. The team also shares what’s coming next, from relationship tracking in forms to their first-ever in-person onboarding.

Key Topics:
(00:00) Intro and Welcome:

A quick overview of this week’s episode and what’s ahead

(00:47) Week in Review:

Brad visits a host agency in person and reflects on the in-office travel advisor experience
Molly shares an emotional conversation with a nonprofit using Tern to help families with serious illnesses
David checks in from GTM North America and reflects on the intensity of advisor conferences

(05:57) Transparency Around an Email Bug:

Molly explains a bug that caused duplicate birthday emails and how a quick fix led to wider impact
The team walks through how incidents are handled at Tern, including retrospectives, communication upgrades, and prevention planning
Why support is the best place to report urgent bugs, and how the team is evolving its response workflows

(13:40) New Feature: Multi-Contact Forms:

Molly and Brad detail the launch of multi-contact form elements, allowing lead travelers to submit info for multiple people in one go
Considerations for field logic, page layout, and when not to use the new section
How this ties into trip request forms and the broader forms product roadmap

(19:21) Text Editor Rollout Expands:

Brad shares where the new editor is now live: terms and conditions, forms, tasks, and supplier records
Molly previews what’s next, including mobile support, itinerary compatibility, and eventually messaging

(22:48) Mobile App Improvements:

Black buttons, cleaner trip views, and a more branded experience for travelers
Upcoming navigation enhancements will separate current from past trips
Visual polish and “juicy” UI updates to make the app feel more cohesive and professional

(25:27) Quality of Life Fixes:

Confirmation number alerts when marking bookings as booked
Fix to insurance quote form where dates previously had to be entered twice

(27:21) Team Update: In-Person Onboarding & Travel Simulation:

Tern’s first new hire orientation is happening next week in Michigan
The team will run a full simulation where staff play the roles of advisor, supplier, and client to better understand user workflows

(30:04) Looking Ahead:

Brad previews improvements to how contact relationships will be tracked from form submissions
Molly shares why this helps reduce duplicate records and improve integrations
More empty state design work is underway to make Tern easier for first-time users

Flight Path is your weekly window into product updates, company culture, and the future of travel advisor tech. Subscribe wherever you listen to stay up to speed with the team behind Tern.