• April  2016  

           

       

           

           

       

         

           

       

           

           

       

         

An  Introduc2on  to  System  One  Change      

April  2016    

We  use  Behavioural  Insights                to  unlock  Customer  Insights   that  give  you  solu2ons  

We  understand  human  behaviour  so  you  don’t  have  to      

Our  behavioural  scien0sts  help  organisa0ons  understand  how  the  mind  works  -­‐  what  makes  people  0ck  and  how  they  make  decisions  –  so  we  can  help  you  leverage  this  knowledge  to  your  business  advantage.      

We   understand   that   people’s   thinking   isn’t   always   as   logical   as   you  might   expect.     In   fact   it’s   influenced   by   a  number  of  “cogni=ve  biases”.    For  example,  people  don’t  always  do  what  they  intend  to  do;  losses  loom  larger  than  gains;  some  purchases  are  more  painful  than  others,  people  consistently  underes=mate  how  long  things  will  take  and  how  many  resources  they  will  require.    In  short,  although  humans  have  the  best  of  inten8ons  they  don’t  always  act  in  line  with  their  preferences.    We  can  use  behavioural  science  to  turn  these  biases  to  your  advantage,  whether  it  be  improving  engagement,  increasing  sales,  aErac=ng  and  retaining  cutomers  or  making  your  workforce  happier.  The  beauty  of  behavioural  science  is  that  small  changes  can  deliver  large  benefits  in  whatever  business  area  you  want  to  improve.  

to  improve  profitability  

“Give  me  a  lever  and  a  place  to  stand  and  I  will  move  the  world”  -­‐  Archimedes  

So…we  get  inside  the  minds  of  your  customers  by  formula8ng  a  unique  client  research  plan  that  iden8fies  the  strengths  and  weaknesses  of  your  customers’  journey  

What  does  a  unique  client  research  plan  look  like?  

We   analyse   the   customer   journey   from  a  behavioural   perspec2ve.   This  means   adop=ng   several   robust  research   methods,   such   as   observing   customers   in   their   natural   environment,   so   we   can   understand  exactly  what’s   happening,  what  works  well   and  what   doesn’t   from   the   user   perspec=ve.  We   then   take  these  insights  back  to  the  lab,  analyse  the  data,  conduct  desk  research  and  create  unique  evidence-­‐based  solu=ons  that  we  know  will  add  value.  

We’ve   immersed  ourselves  as  sales  agents  to  understand  why  they  weren’t  engaged  and  stepped  into  the  shoes  of  hospital  pa8ents  and  jobseekers  to  understand  how  the  environment  and  communica8ons  can  affect  their  behaviour.    We  would  love  to  help  you  get  inside  the  minds  of  your  customers.      

We  use  behavioural  insights  to  design  interven8ons  that  enhance  the  customer  experience  and  nudge  decisions  to  your  advantage.  

We  are  confident  that  our  interven=ons  will  have  a  measurable  impact  so  we  will  TEST  them  to  PROVE  they  WORK…  …and  what’s  even  beEer  is  that  you  LEARN  in  the  process  so  you  too  can  develop  a  WHAT-­‐WORKS  mindset  for  your  company  to  improve  the  boEom  line.    

We   put   ourselves   into   the  customer’s   shoes   to   understand  the   f r i c=on   po ints ,   where  dropouts   occurred   and   how   we  could   increase  user  aEendance   to  appointments   in   a   costless,  scalable  manner.  

Here’s  how  we  used  behavioural  insights  to  double  appointment  aJendance  at  Jobcentre  Plus  

We   re-­‐wrote   the   leEers   drawing  on   behavioural   insights   and  presented   the   findings   in   an  interac=ve   behavioural   science  wo r k s hop   f o r   J o b   C en t r e  management.  

We   then   ran   an   RCT   (experiment)   to  ensure  our  leEer  worked  beEer  than  the  original  one.  It   did!  Our   leEer   increased   performance  by   more   than   100%,   which   means   we  delivered   a   very   large   return   on  investment   with   one   small   and   scalable  change.    

7%   7%  

17%  15%  

0%  

5%  

10%  

15%  

20%  

Booked   AQended    

Control  Interven2on  

How  can  we  use  behavioural  insights  to  deliver  impact  for  you?  

Talk  to  us  today  to  find  out  more:    

amy@systemone-­‐change.com  mar8n@systemone-­‐change.com  

   

www.systemone-­‐change.com