Who pays the price when we don't understand why people act as they do? A survey can show that 25% of travelers handle documents at the last minute, but it doesn't explain the constraints or priorities that lead to this situation.
For the small actor, like a single mother with multiple jobs, it is crucial to understand whether this behavior is due to a lack of time or resources, not just negligence.
Without knowing the deep reasons, we cannot really conceive effective solutions to help the most vulnerable.
For example, if latecomers are seasonal workers, a simple reminder by email won't suffice; perhaps more accessible document assistance services are needed.