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We combine behavioural science, design and data science to test and develop ideas that work

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Human, informed by Computer, Says Yes Human, informed by Computer, Says Yes

In the comedy show Little Britain there is a sketch involving a customer service representative sitting behind a computer. Whenever a customer makes a perfectly reasonable request, she taps away at a keyboard and says: 'computer says no'. The sketch resonated with viewers because it illustrated what can happen if you do not engage and...

Feb 7 2024 • 3 min read

Feb 7 2024 • 3 min read

Artificial Intelligence, Chatbots and Behavioural Insights Artificial Intelligence, Chatbots and Behavioural Insights

If you’ve ever tried to contact a bank with a query about an account, a utility provider over how to make a payment, or a retailer about a missing delivery, the chances are that you will have been forced to engage with a chatbot. And the likelihood is that, with a few exceptions, you will...

Jan 12 2024 • 4 min read

Jan 12 2024 • 4 min read

Automatic Enrolment: A New Application in Savings Automatic Enrolment: A New Application in Savings

One of the most cited applications of behavioural science in practice is the powerful effect of automatically enrolling people into schemes like pension plans. With a simple change in the sign-up process, these interventions show that we can move from a world in which the minority of people save for retirement to one in which...

Jan 8 2024 • 3 min read

Jan 8 2024 • 3 min read

Case Studies

Understanding the barriers to seeking out debt advice

In 2022, the Money & Pensions Service (MaPS) found that as many as 9.3 million adults across the UK were showing strong indications of needing debt advice. This is an increase of 800,000 compared to 2021, and doesn’t take account of more recent energy bill rises. Amongst other things, this group will be facing serious consequences for not being able to pay a priority bill - such as their rent or energy bill.

Understanding which elements of a phone package customers value most

Mobile phone operators have a wide variety of services and products that they can offer to their customers. They can provide more data; better coverage; shorter contract terms; and even free gifts, like a 6 month subscription to Netflix. But each of these elements comes at a cost, so it is useful to know exactly what value customers place on the different component parts of a contract. This might not be a problem, if customers were able to articulate clearly their preferences. But it turns out that we find it very difficult to do so accurately: it is challenging, for example, for any of us to come up with a figure when asked how much you might be willing to pay for a shorter contract.

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