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Encouraging people to both give and take The Big Issue

Unlocking mid-week meals: The biggest barrier to innovation can simply be existing habits

Reframing a symbol of comfort as harmful pollution

Overcoming Prescribing Inertia to Outperform Competitors

Driving Patient & Pharmacist Behaviour Change in Pain Management

Exceeding US launch targets in Atopic Dermatitis

Unlocking UK Adoption of a Type 2 Diabetes Therapy

Improving public safety with e-bikes

Building behavioural science capability for a major insurer

Building BeSci capability for a leading retail UK financial services brand

Building BeSci capability for a leading grocery retailer

Getting more people swimming

Starting a global revolution in oral healthcare

Unlocking new ways to tackle apathy in oral care

Decoding decision drivers for healthier snacking brands

Leveraging latent love for a global spirits brand

Repositioning and restaging a healthier snacking brand

Optimising the path to purchase for buying vinyl and merchandise

Encouraging adoption of AI within healthcare diagnostics

Building the innovation pipeline for a global snacks brand

Unlocking growth for an iconic drinks brand

Re-shaping the digital self-service ecosystem for a telco company

Defining jobs to be done for a broadband proposition

Unboxing and set-up experience of a Wi-fi Booster

Network Outage Experience Design

Sweating the small stuff in direct mail marketing

Using behavioural economics to nudge paid app subscriptions

Optimising current account on-boarding communications

Decoding Decisions: Understanding the 'messy middle'

Switching from single use coffee cups with reusable ones

Increasing the number of driver sign-ups by optimising the earner funnel

Greening our Cities

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What We Do

Behavioural Science

Customer Journeys & CX Optimisation
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Customer Journeys & CX Optimisation

We leverage the latest thinking from the Behavioural Sciences and key principles of Design Thinking to optimise customer journeys and customer experience design.

1.

Our approach acknowledges the fact that:

  • Many journeys are not linear
  • They are hugely influenced by context
  • Multiple behavioural biases can act as triggers and barriers to desired behaviours
  • The best journeys are human-centred by design
2.

We have extensive experience of understanding many different types of journeys across multiple categories, including:

  • Online journeys (website usage, app usage etc.)
  • Shopper journeys (path to purchase for products or services)
  • Consumption journeys (within and across occasions)
  • Occasion journeys (a deep dive into a specific occasion)
  • Customer service journeys (post purchase interactions, help journeys etc.)
3.

Our work in this area includes:

  • Auditing customer journeys through a BeSci lens
  • Detailed journey deep dives and journey mapping 
  • Sizing and validating touch points, needs and pain points
  • Customer experience design sprints
  • Testing and evaluating potential CX optimisations

Much of our work in this space has been pioneering, in particular, our work for Google understanding how shoppers navigate the complexity of the web - the “messy middle” of decision making - View the Case Study
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Global Managing Director,
The Marketing Society

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TBA have brought behavioural science thinking to some of our challenges in a way that is accessible for colleagues from across the business and has created actionable outputs.

Martin Bryant,
Senior Consumer Insights Manager,
KFC UK and Ireland

The Behavioural Architects are experts in the field of consumer understanding, delivering insight and impact. I would highly recommend them to anyone seeking to understand consumer behaviour and work with a team who deliver with passion and joy.

Director of Consumer Insight,
Salomon

The Behavioural Architects' articles are always stimulating, entertaining and informative and make BE principles both engaging as well as usable for all our readers

Jane Bainbridge, Editor,
Impact Magazine & Research-live.com

Our clients include leading global brands, governments and NGOs.

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