How It Works

The Behavioral Playbook is the intellectual engine behind every piece of guidance Catalyst delivers. It contains 39 distinct tactics, each built on behavioral economics research and organized into a structured framework.

Every tactic has four components. A trigger defines when the tactic activates — this could be a booking event (traveler searches for flights), a behavioral pattern (third consecutive off-program hotel booking), or a situational signal (booking within 48 hours of travel). A scoring threshold determines who sees the tactic — the Smart Prioritization Framework evaluates each traveler's behavioral score (1-10, based on historical patterns) and situational score (1-10, based on current trip context) to decide if this tactic is relevant and at what intensity. An escalation path defines how the message evolves — a first-time off-program booker might see a gentle educational nudge, while a repeat offender sees a more direct peer comparison. A tactic-level KPI measures whether the tactic actually changed behavior — not just whether the traveler saw it.

The 39 tactics span 8 touchpoints (Home Page, Flight Search, Hotel Search, Search Results, Expense, Slack, Email, Chatbot) and 4 row types. PI (Personalized Insight) rows deliver data specific to that traveler. Educational rows explain policy or program context. PR (Positive Reinforcement) rows acknowledge good decisions. Encouragement rows motivate continued improvement.

The playbook isn't static — tactic effectiveness is continuously monitored, and the framework supports adding new tactics or adjusting scoring thresholds as the client's program evolves.