Our 3-Step Behaviour Change Framework
Diagnosis
Diagnosis
Diagnosis
Understanding the behaviour in context: identify the barriers and motivations behind decisions
Ideation
Diagnosis
Diagnosis
Design evidence-based interventions and solutions to overcome barriers to the desired behaviour.
Testing
Diagnosis
Testing
Measure and refine approaches to ensure a lasting impact.
Step 1: Diagnosis - Understanding Behaviour
Behavioural change begins with deep understanding. Traditional research often relies solely on what people say they do - but behaviour doesn't always match intention. That's why take a multi-method diagnostic approach, combining what customers and employees can tell us with what their actions actually reveal. This enables us to uncover the real drivers of behaviour - the conscious and unconscious factors that shape behaviour.
Our diagnostics are behaviourally informed at every stage:
- Surveys and interview guides are designed to uncover cognitive biases, decision-making shortcuts and hidden motivations
- We observe real behaviour, not just self-reports, through call listening and analysing behavioural data
- We conduct literature reviews to bring in evidence from behavioural science research and proven interventions
Step 2: Ideation - Designing Behavioural Solutions
Once we understand the barriers and drivers of behaviour, we co-create tailored interventions that are grounded in behavioural science. Depending on our diagnosis, our ideas can include persuasive nudging and more strategic solutions (e.g. to achieve organisational change).
Examples of our work in action:
- Redesigning call scripts or flows to boost sales and retention
- Revising communications to boost comprehension and persuasion
- Designing ads and website messaging to increase click-through-rates
Step 3: Testing - Measuring and Refining Interventions
Behavioural Interventions only succeed if they work in the real world. That's why we test, measure and refine solutions to maximise impact and return on investment, and ensure long-term behaviour change.
Key outcomes we deliver:
- Increased online conversions
- Higher customer retention rates
- Higher agent and employee motivation
- Increased customer satisfaction and NPS
How we can work together...
Tackling a specific behavioural challenge
Providing on-tap behavioural science support
Providing on-tap behavioural science support
You tell us about a key behavioural challenge you face as a business (e.g. adoption of a new online tool) which we tackle through our 3-step behavioural science framework.
Providing on-tap behavioural science support
Providing on-tap behavioural science support
Providing on-tap behavioural science support
You tell us about your challenges and goals as a business and we identify where behavioural science can help, providing proven behavioural science expertise on hand whenever you need it.