An Introduction to System One Change April 2016
Transcript of An Introduction to System One Change April 2016
• 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%
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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