Verity Expenses Session for Halbrook

Customer training deck

Eleven slides for a seventy five minute session teaching the staff of an invented customer to use Verity, an invented expenses system. It follows the adult learning order rather than a feature tour: why the old process was taken away, the mental model, one workflow done on the learners own phones, a situation the room disagrees about, then the four mistakes that generate most of the support tickets, and a check.

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A wide landscape photograph of an ordinary office training room set up for a small group, laptops open on a long table, a projector screen glowing pale at the far end, morning light through venetian blinds, warm muted colours, no people, no readable text, no logos
A wide landscape photograph of an ordinary office training room set up for a small group, laptops open on a long table, a projector screen glowing pale at the far end, morning light through venetian blinds, warm muted colours, no people, no readable text, no logos

HALBROOK GROUP · SESSION 4 OF 22

Expenses On Verity

Seventy five minutes. Bring a phone, a receipt and your last mileage claim.

Priya Naidoo

TRAINER, VERITY · 6 APRIL 2027

Slide 1 · cover · Names the session, the length and the audience, so people know whether they are in the right room.

Today

Two of these five you do, rather than watch.

01
Why it changed

Ten minutes on what was wrong with the old process, in the words of the people who used it.

02
The loop

The four stages a claim goes through, and which one you are responsible for. Fifteen minutes.

03
Your first claim

You build one on your own phone, with a real receipt. Twenty minutes and the longest part.

04
The awkward ones

A scenario we argue about, then the four mistakes that cause most rejected claims.

05
Check and questions

One question to make sure it landed, a card to photograph, and fifteen minutes of yours.

02

Slide 2 · agenda · Sets the shape of the session and, more usefully, tells people when they will be asked to do something.

SESSION GOALS

By The End Of This Session

Without opening a manual, and without ringing the finance team, you will be able to:

Capture a receipt from your phone and attach it to a claim in under a minute.

Enter a mileage journey and explain why the first ten thousand miles are paid at a different rate.

Submit a claim before the fifth of the month and find out who it went to for approval.

Find any claim you have made in the last two years and see exactly where it is.

Identify the four mistakes that cause most rejections, and avoid all four of them.

Decide when to ask the desk and when to ask your line manager, and know the difference.

03

Slide 3 · content · States what a person can do at the end, in measurable terms, which is what makes a session assessable.

Why It Changed

Nobody in this room asked for a new expenses system, so it is worth saying what it is for.

UNTIL MARCH

A spreadsheet emailed to your manager, printed receipts in an envelope to the post room, and an average of thirty one days before you saw the money.

FROM APRIL

A photograph taken at the till, a claim submitted from the car park, and payment in the next payroll run as long as it is in by the fifth.

04

Slide 4 · comparison · Answers the only question the room actually cares about first, which is why the old way was taken away.

The Loop A Claim Goes Round

You own the first stage. The other three happen to it, and you can watch all of them.

Capture
Submit
Approve
Pay

WHO DOES WHAT AT EACH STAGE

1

CAPTURE

You. Do it at the till. A claim built a fortnight later is the one that gets rejected.

2

SUBMIT

You. Before the fifth of the month, or it waits for the next payroll run.

3

APPROVE

Your line manager. You will see who it is, and you can chase them in the app.

4

PAY

Payroll. Nothing for you to do, but you can see the payment date once it is approved.

05

Slide 5 · diagram · Gives the mental model before any button is pressed, and marks the one stage the learner owns.

Your First Claim, Step By Step

Open and scan

Label

Check the fields

Label

Add the journey

Label

Read it back

Label

Submit

Label

Scan

Open Verity, tap the camera, photograph the whole receipt including the VAT line at the bottom. The card slip is not a receipt and will be queried.

Check

Verity reads the date, the total and the VAT. It gets the total right almost always and the date wrong about one time in twenty. Check both.

Mileage

Add a journey by postcode, not by odometer. Home to your normal office is not claimable, and Verity will refuse it rather than let you submit it.

Read back

The summary screen shows the amount, the category and who it goes to. If the approver is wrong, fix it here rather than after submission.

Submit

Submitting locks the claim. You can withdraw it while it is unapproved, but you cannot edit it in place, so read the summary properly.

06

Slide 6 · process · The demonstrated workflow, broken into five steps the room does on their own phones as it is shown.

SCENARIO

You paid for the whole table at a client dinner.

Six people, two of them from the client, two bottles of wine, £312 on your personal card in Leeds on a Thursday. The waiter gave you the card slip and the itemised bill went in the bin. It is the third of the month and payroll closes on the fifth. What do you do first?

PICK ONE, THEN WE WILL ARGUE ABOUT IT

OPTION A
Claim the card slip

Photograph the slip and submit before the fifth. Fast, but the claim has no VAT line, so finance will query it and it will miss this payroll anyway.

OPTION B
Ask the restaurant

Ring them for a copy of the itemised bill. Costs you a day, keeps the VAT, and still clears the fifth if you do it the same morning.

OPTION C
Split it under the limit

Enter it as two claims of £156 to stay under the second approval threshold. It is faster, and it is the one thing on this slide that will get you a call.

07

Slide 7 · quiz · A situation the room will disagree about, which is what makes the policy stick better than a rule slide would.

The Four That Cause Most Rejections

From the first three weeks at Halbrook: 214 claims were queried, and 181 of them were one of these four.

WHAT HAPPENED

WHAT TO DO

The card slip

A photograph of the payment slip rather than the itemised receipt. No VAT line, so the claim cannot be processed.

Commuting mileage

Home to the office claimed as business mileage. It is not, and it never has been, on any expenses policy.

The sixth

Submitted on the sixth or later, then chased on the twentieth when the money did not appear in payroll.

The split claim

One £300 dinner entered as two claims of £150 to avoid the second approver. Verity flags this automatically.

Photograph the bill

Take the itemised bill with the VAT line visible. If you only have the slip, note why in the claim.

Start from your office

Claim from your normal place of work to the client and back, not from your front door.

Submit by the fifth

Anything after the fifth waits for the next payroll run. Verity shows the cut off on the home screen.

Claim it once

Enter the real amount. A second approver adds about four hours, not four days.

08

Slide 8 · comparison · The four mistakes that generate most of the support tickets, paired with what to do instead.

Knowledge Check

Question 1 of 1
You drive from home to a client in Sheffield, then to the Halbrook office, then home. What can you claim?
A
The whole day, front door to front door
B
Only the Sheffield to office leg
C
Home to Sheffield, and Sheffield to the office
D
Nothing, because you started at home

Answer: C

Why

Travel from home to a temporary workplace is claimable, and so is travel between two workplaces. The final leg from the Halbrook office to home is ordinary commuting, so it is not.

09

Slide 9 · quiz · One comprehension check on the rule people most often get wrong, with the reason shown rather than the answer alone.

PHOTOGRAPH THIS

Five rules that cover almost everything

Take a picture of this slide now. It is the only thing you need to remember from the session.

1

Photograph the itemised bill, not the card slip. The VAT line has to be visible.

2

Do it at the till. A claim built a fortnight later is the one that gets queried.

3

Never claim home to your normal office. Verity will refuse it anyway.

4

Submit by the fifth or it waits a month. The cut off is on the home screen.

5

Over £250 needs a second approver. Splitting a claim to dodge it gets flagged.

10

Slide 10 · takeaway · A card designed to be photographed, so the five rules leave the room with the people rather than in a manual.

FIFTEEN MINUTES LEFT

Pick one.

These are the six that came up in the first three sessions. Start with one of them or ask your own.

01

RECEIPTS

What do I do when the receipt is emailed to me rather than printed?

02

MILEAGE

I work from home three days a week. Which office counts as my normal one?

03

APPROVAL

My line manager is on leave for a fortnight. Who approves my claim?

04

FOREIGN

I paid in euros on a personal card. Which exchange rate does Verity use?

05

REJECTED

A claim was rejected and I disagree. Who do I actually take that to?

06

OLD CLAIMS

What happened to the claims I submitted on the spreadsheet in March?

11

Slide 11 · qa · Primes a quiet room with six real questions rather than asking whether anybody has any.

The structure

What each slide is doing, so you can reuse the order even with different content.

Slide 1cover
Names the session, the length and the audience, so people know whether they are in the right room.
Slide 2agenda
Sets the shape of the session and, more usefully, tells people when they will be asked to do something.
Slide 3content
States what a person can do at the end, in measurable terms, which is what makes a session assessable.
Slide 4comparison
Answers the only question the room actually cares about first, which is why the old way was taken away.
Slide 5diagram
Gives the mental model before any button is pressed, and marks the one stage the learner owns.
Slide 6process
The demonstrated workflow, broken into five steps the room does on their own phones as it is shown.
Slide 7quiz
A situation the room will disagree about, which is what makes the policy stick better than a rule slide would.
Slide 8comparison
The four mistakes that generate most of the support tickets, paired with what to do instead.
Slide 9quiz
One comprehension check on the rule people most often get wrong, with the reason shown rather than the answer alone.
Slide 10takeaway
A card designed to be photographed, so the five rules leave the room with the people rather than in a manual.
Slide 11qa
Primes a quiet room with six real questions rather than asking whether anybody has any.

What makes this deck work

The objectives are testable

Six statements that all start with a verb a person can be observed doing, and the check at the end tests one of them directly. Objectives written as topics cannot be assessed, which is why nobody ever finds out whether a session worked.

The scenario has no clean answer

A client dinner with a lost itemised bill, three days before payroll closes, and three options where the fast one is also the one that gets you a phone call. Adults learn from working a problem, not from being told the rule that governs it.

The mistakes come from real tickets

Four failures taken from 214 queried claims in the first three weeks, each paired with what to do instead. Teaching the errors that already happened is more efficient than teaching every feature and hoping the errors do not.

Questions people ask

How do you structure a training presentation?

Open with housekeeping, an agenda, why it matters to the learner and the objectives. Teach one concept then one workflow, practise it, cover the common errors, check comprehension, and close with where to get help. Tell them, teach them, remind them.

How do you write learning objectives for software training?

Start each one with an observable verb and attach a measure. Capture a receipt in under a minute is testable. Understand expenses is not. Six is a comfortable number for a session of about an hour.

Why teach adults with a scenario rather than a rule?

Adult learners need to know why they are learning something, learn from experience including their own mistakes, and are problem centred rather than content centred. A scenario the room argues about does all three at once.

How do you measure whether the training worked?

Measure reaction during the session rather than only in a survey afterwards, then measure behaviour soon after rather than months later. The in session check on this deck is the reaction measure; the support ticket count is the behaviour one.

How long should a software training session run?

Seventy five minutes is the length here, and the shape matters more than the number. The agenda tells people when they will be asked to do something, one workflow is done on their own phones in the middle, and the last twenty minutes go to the mistakes that generate support tickets and a comprehension check.

Why does the last slide list questions nobody has asked yet?

Because a quiet room stays quiet. Slide eleven puts six real questions on the wall, taken from earlier sessions, so the first person to speak is agreeing with a question rather than inventing one. Asking whether anybody has any questions almost always ends a training session two minutes early.

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