Behaviour Change and Communications
We pull together the best thinking from the public and private sector to help you understand how users, citizens and consumers engage with services; and advise you on strategy and communications which lead to a win-win solution.
We can help you at all stages through the process:
Strategic development; understanding the underlying issues
- desk research, literature reviews
- strategic insight research - including ethnography, depth interviewing and all kinds of discussion forums
- customer journey mapping, uncovering the ‘moments of truth’
- audience segmentation
Developing and testing marketing concepts, tools and materials
- AdLab, a qual/quant mechanism for rapid comms development
- Co-creation workshops between service users and stakeholders
Evaluating interventions and campaigns
- testing and evaluating campaigns qualitatively and quantitatively
- action planning and logic evaluation to help you get to the outcomes you need
The thinking on behaviour change
Why do some citizens take up services they are entitled to, while others do not? How can we promote more socially desirable behaviours? We help our clients answer these questions, by posing some of our own:
- what do the public know already about this issue? What are their attitudes and beliefs, and what is the social context?
- what are people doing instead of our desired behaviour - and what do they get out of it?
- how can we segment groups and tailor interventions to their needs?
- what stands in the way of change? We look at two areas:
- exchange - if we want people to do something different, what is being expected of people and what is the real cost to them?
- competition - what are the factors that impact on people and compete for their attention and time?