Consulting Services
Your customers are dropping off, employees are ignoring the new processes, and carefully crafted communications that get read aren’t converting into action.
We use behavioural science to diagnose what's actually happening and design interventions that change behaviour.
Customer Journey Mapping & Service Design
Most organisations know something isn't working. What they don't know is exactly where, why, or how much it's costing them.
We map the customer journey using service design methodologies and identify every touchpoint where someone interacts with your brand, product, or service, then we find out where friction is costing you conversions.
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Mapping end-to-end customer journeys and customer experience across all channels (digital, physical, phone, in person).
Identifying drop-off points and moments of friction in the user experience.
Understanding the emotional journey alongside the functional customer journey.
Creating service blueprints that show front-stage and back-stage operations.
Highlighting opportunities for behavioural interventions.
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A clear picture of where customers are struggling in their journey, which friction points are costing you the most, and where to focus your behavioural design efforts for maximum impact.
Behavioural Audits & User Research
Why do people abandon their cart at this exact step? Why do employees revert to the old systems after training? Why did this piece of communication get ignored?
Once we've mapped the customer journey, we dig into the ‘why’ using established frameworks from behavioural science to diagnose exactly what's going wrong.
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Behavioural audits of existing processes and customer experience.
User research (interviews, surveys, ethnographic observation).
Friction logging (identifying every small moment of confusion or cognitive load).
Cognitive walkthrough (stepping through the user's mental process).
Behavioural data analysis to spot patterns in behaviour.
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A behavioural diagnosis that explains why people behave the way they do, which behavioural barriers are at play, and which ones you can actually influence through behavioural design.
Behavioural Design Interventions & Nudges
This is where we actually fix things leveraging behavioural science.
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Make it easy: Reduce cognitive load, simplify language, remove unnecessary decisions.
Make it timely: Deliver prompts when people are most receptive.
Make it social: Use social norms, social proof, and messenger effects.
Make it salient: Draw attention to what matters, remove distractions.
Prime and anchor: Frame choices to influence perception and decision making.
Create commitment devices: Help people commit to future actions.
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Designing specific behavioural nudges and interventions.
Creating A/B tests to validate what works.
Building prototypes for user testing.
Running small-scale pilots before full rollout.
Measuring behaviour change, not just attitudes or engagement.
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Designed behavioural interventions ready to test, backed by behavioural science research, with clear metrics for success.
User Experience Design & Service Design
Too many user experiences are designed to look good in a presentation but fall apart when real people engage with them. Whether it's an app interface, a clinic waiting room, a checkout flow, or an office layout, we design experiences that work with the user.
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Redesigning digital interfaces using UX best practices and behavioural science (websites, apps, customer portals).
Optimising physical environments using service design (retail spaces, clinics, offices).
Creating omnichannel customer experiences that feel cohesive.
Designing for accessibility and reducing cognitive load.
Prototyping and user testing before launch.
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Redesigned customer experiences that feel effortless because they're designed around how people actually think and behave, informed by behavioural science.
Behavioural Communication Design
How you communicate is often more important than what you’re communicating. A policy change, a new product feature, a call to action, these all fail or succeed based on how they're framed and delivered.
We design communications using behavioural insights that cut through noise, get read, and most importantly, get acted on.
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Message framing based on behavioural science principles.
Timing and channel optimisation using behavioural insights.
Visual hierarchy and salience design.
Testing headlines, calls to action, and formats.
Personalisation strategies that actually influence behaviour.
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Communications that land and drive action, informed by behavioural economics and psychology about attention, memory, and motivation.
Behavioural Change Management Consulting
Most change management initiatives fail because the rollout ignores how people actually adapt to change. Your employees are users of your internal systems, processes, and policies. If you want them to adopt new ways of working, you need to design that change with the same behavioural rigour you'd apply to a customer-facing product.
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Behavioural audits of existing internal processes.
Employee journey mapping and employee experience design.
Designing adoption strategies for new systems using behavioural science.
Creating behavioural nudges for workplace safety, wellbeing, or productivity.
Internal communication design that drives compliance.
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Change management programmes that actually stick because they're designed using behavioural science for real human behaviour, not ideal employee behaviour.