Ten years plus as an agency at the forefront of carving out the role of behavioural science in human-centered design on every continent especially in North America, EMEA, and APAC has seen us delivering robust outcomes spread across as many disciplines as it is deep and rich, allowing us to shape products, services, and experiences that transform how people behave and perceive the world around them.

Product and customer experience design

We help clients differentiate and grow their businesses by designing experiences that are as effortless as they are meaningful for the customer – understanding the role of cognition and motivation and how they work not only in the ‘clean’ space of testing and boardrooms, but in the real, messy world in which customers and users live is fundamental to excellent product and customer experience design. We combine our expert knowledge in data science with our primary and secondary research to allow our clients and their users to see the pathway and the product through new eyes.

Expertise


User experience
User interface
Competitor & landscape analysis
Observation & mapping
Literature reviews
Pilot Design
Rollout Support
Virtual & real-world design

Case studies

Keep Britain Tidy & Coca Cola: littering

  • Littering down -10%
  • 49 people surveyed on street
  • 2x 8 people qualitative groups
  • 2x street litter bin additions & 1x street clean
  • 3x people for 6 days on-site observation

Sedgwick: improving insurance claims

  • Claim complaints -25% from letters, emails, calls scripts, and more
  • Tree removal -18 days from letter
  • Inbound comms for ongoing claims -40% from email subject heading

TeamLondonBridge: Christmas gift donation

  • Strategy and execution for 42 businesses
  • From zero categorisation to 95 sacks categorised
  • From zero to 14 volunteer couriers
  • 60% reduction in gift-wrapping volunteers needed, no reduction in number of gifts donated (1703 vs. 1701)

Sparkler: food delivery

  • Supporting service research & behavioural viewpoint
  • UK & France

Bristol Waste: foodwaste collection

  • Foodwaste collection up +28%
  • 178 households in Bristol observed
  • Wrote, designed, produced 1x leaflet, 3x stickers, designed trial
  • Participation from 50% of households to 58-64%

HomeAway: customer archetypes

  • Implicit measurement of Brand Personality
  • 1,142 homeowners who rent out their property
  • US, UK, France, and Germany

FCA: retail bank switching

  • Behavioural copy
  • Prepping for qual research

Financial Times: increasing subscribers

  • 3x copy changes to subscription package names and descriptions
  • 4 million visitors controlled trial
  • Increase subscriptions +4.81%

Communication design & strategy

In a world where it is often more important to consider how you say something rather than what you say, we are experts at deploying either single behavioural interventions weaved into existing communication, or a bundle of effects working together to maximise the upside and minimise the downside of our biases, effects,
 fallacies, illusions, neglects, habits and heuristics.

Good communication thrives on a good strategy – one that is weaved together with sound behavioural knowledge, be that communication strategy (a single, coherent narrative describing timing and content to solve a bundle of problems) or marketing strategy (specific executable plans including where to place messages, and what to say and when). Our approach is overt, proactive, pre-emptive, incautious and collaborative, and serves to highlight the ubiquitous and persistent behavioural quirks we all share.

Expertise


Channel strategy
Flight outlines
Multi-mode communication
User experience
User interface
Competitor & landscape analysis

Case studies

Financial Times: increasing subscribers

  • 3x copy changes to subscription package names and descriptions
  • 4 million visitors controlled trial
  • Increase subscriptions +4.81%

Guntner: factory workforce

  • 1,100+ online & paper survey in Hungary
  • Individual management reports & career progress evaluation
  • Persona for factory
  • Communication & alteration ideas

Independent Age: charity donations

  • Increasing cold-call donation from letter
  • Behavioural assessment of 65 year olds
  • Defined and used pathway to construct communication

Sedgwick: major domestic peril handling

  • Escape of water, fire, etc.
  • Long term relationship with claimant
  • Pathway established
  • Calls scripts
  • Top Ten Tips to aid comprehension and motivation

FluteOffice: cardboard furniture

  • Product positioning strategy
  • Qual group of office furniture procurement specialists
  • Identify influences on behaviour
  • Brand name change

Stowga: warehousing

  • A 50 page behavioural ‘how to’ marketing guide
  • Includes 502 social media posts
  • plus a library of 132 social destination links

Male suicide & phone helplines: private research

  • ‘How to’ guide to for charities
  • Primary research on 141 men
  • Shown at Male Psychology Conference, UCL London, 2017 and Warwick Business School Health Psychology Conference, 2019

Chelsea & Westminster NHS Hospital: patient text message replies

  • Text message replies up +32%
  • Randomised Control Trial on 47,623 patients
  • 5x new text messages with one line re-written
  • 47 thousand people tested

Bristol Waste: foodwaste collection

  • Foodwaste collection up +28%
  • 178 households in Bristol observed
  • Wrote, designed, produced 1x leaflet, 3x stickers, designed trial
  • Participation from 50% of households to 58-64%

Suffolk County Council: communication department

  • 50 page Playbook for comms department
  • Scoresheet and support

Waterwise: domestic water consumption

  • 16k word comms plan
  • Chaired by DEFRA, populated by, The Environment Agency, Sutton and East Surrey Water, Affinity Water, Thames Water, South East Water, World Wildlife Fund, Energy Saving Trust, and Kent County Council

HomeAway: customer archetypes

  • Implicit measurement of Brand Personality
  • 1,142 homeowners who rent out their property
  • US, UK, France, and Germany

DAS: understanding legal expenses

  • Length down -65%
  • Comprehension up +0.8%
  • 900 adults, online comprehension & self-report test
  • 8x re-writes of letter

LV=: understanding pension letters

  • Reading ease up +28%
  • Comprehension +4.4%
  • 300 adults, online comprehension & self-report test
  • 1x multi-page letter re-write & re-design

LV=: understanding pension letters

  • Reading ease up +28%
  • Comprehension +4.4%
  • 300 adults, online comprehension & self-report test
  • 1x multi-page letter re-write & re-design

Anomaly for Electrolux: psychology of cleanliness

  • 2,800 surveyed in Germany, France, Poland, Sweden, UK, Japan, S. Korea
  • 20 Swedish one-on-one interviews
  • Finding relationships between clean streets and clean homes
  • Supporting content for TV ad, and brand film

Architectural & space design

The environment in which we live in is itself a living, breathing piece of communication that informs the mental models we, as humans, use help make decisions and predictions about the future. Evidence of the prevalence of other people’s behaviour is an important part of understanding how to deploy architectural executions that make sure the world we see is the most appropriate to inform behaviour.

Expertise



Case studies

Keep Britain Tidy & Coca Cola: littering

  • Littering down -10%
  • 49 people surveyed on street
  • 2x 8 people qualitative groups
  • 2x street litter bin additions & 1x street clean
  • 3x people for 6 days on-site observation

Guntner: factory workforce

  • 1,100+ online & paper survey in Hungary
  • Individual management reports & career progress evaluation
  • Persona for factory
  • Communication & alteration ideas

Bristol Waste: foodwaste collection

  • Foodwaste collection up +28%
  • 178 households in Bristol observed
  • Wrote, designed, produced 1x leaflet, 3x stickers, designed trial
  • Participation from 50% of households to 58-64%

Venture & start up support

Big businesses running smaller innovation units, or tech start-ups and a broader range of growing charity and non-profits, as well as product and service medical innovation, are hungry for the solutions that get them up in the air before they reach the end of the runway – a deep-seated psychological and behavioural understanding delivered as human centred design can be the small input that has that large enough effect to get airborne.

We understand the needs of ventures and start-ups, and we often help and support – sometimes taking an equity stake in lieu of, or as part of, payment.

Expertise



Case studies

FluteOffice: cardboard furniture

  • Product positioning strategy
  • Qual group of office furniture procurement specialists
  • Identify influences on behaviour
  • Brand name change

Stowga: warehousing

  • A 50 page behavioural ‘how to’ marketing guide
  • Includes 502 social media posts
  • plus a library of 132 social destination links

LEXOO: legal service

  • Replies to cold emails up +33%
  • Randomised Control Trial on 1,126 businesses
  • 1x email re-written

Zo: Facebook post generator

  • Signups up +5,500%
  • 4x Randomised Control Trials on 400,000+ owners of Facebook business pages
  • Re-wrote subject, preview

Teaching your workforce

Applying behavioural interventions and altering pathways could be challenging – and getting an organisation up to speed and able to apply these principles is perhaps even harder still. However, the workforce wants to be able to improve and streamline existing processes, as much as invent new ones – that’s why we have developed and perfected a range of teaching tools including workshops, playbooks, pathway tools, and scoresheets, along with regular on- and off-site surgeries.

Expertise


Real-world activity
Measurable outcomes
C-Suite overview
Workforce training
Hosting
COM-B, EAST, FAST structures
Single & repeat modules
And more

Retail: 1x Half day

  • At client, 40 global staff
  • Online booking, B2C
  • TAPE process (Timing, Attractiveness, Prevalence, Effortlessness)
  • Copywriters, designers, managers, etc. in workshop
  • Drop off document after workshop

Insurance: 3x Half day

  • At client, 36 UK staff in total
  • On and offline, B2C
  • TAPE process (Timing, Attractiveness, Prevalence, Effortlessness)
  • Copywriters, designers, managers, etc. in workshop
  • Drop off document after workshop

Claims handling: 1x Full day

  • Our location, 24 UK staff
  • On and offline, B2C
  • COM-B process (Capability, Motivation, Opportunity)
  • Including Pathway work
  • Managers and operatives from all sections of the business
  • Drop off document after workshop

Staff charity: 3x Half day

  • At client, 36 UK staff in total
  • On and offline, B2B
  • COM-B process (Capability, Motivation, Opportunity)
  • Including Pathway work
  • Managers and operatives managing staff charity days
  • Special one-hour review months after workshop

Branding & Marketing from The Other Half

Branding and marketing is an important underpinning and flavour of many human centred design approaches – but is a very specific, and separate discipline. That is way for all branding and marketing approaches we partner with our more glamorous sister agency The Other Half.

The Other Half never recommend anything that doesn’t have a solid psychological reason behind it. They start inside the mind of the audience.

Apart from that, they’re pretty much your run-of-the-mill incredible marketing agency.