Behavioral Insights
Understanding People. Improving Results.
People make decisions every day that affect their lives. These decisions can impact their ability to get benefits, find employment, complete important tasks, and reach their goals.
Our team looks at what affects the choices people make. Then, we create practical solutions to encourage positive actions and better results. We use behavioral science and real-world testing to help organizations create services that are easier for people to use.
Practical, Research-Driven Solutions
- We focus on practical solutions that can produce clear results by:
- Conducting interviews, focus groups, and usability testing to understand users’ perspectives
- Improving the customer journey for comprehension, compliance, and a better user experience
- Simplifying forms to make them more actionable
- Evaluating program interventions to measure impact
Our Services
Clear & Plain Communication
We help organizations make information easier to read and understand, with clear language, helpful messages, and behaviorally-informed design. Our services include:
- Reviewing communications
- Revising for plain language
- Improving customer messages
- Redesigning forms and letters
- Improving website content
- Creating behavioral communication strategies
Our goal is to help customers better understand information and take the right steps, so they can successfully use programs and services.
Streamlined & Compliant Systems
Complex processes can create unnecessary barriers for customers and staff alike. We identify steps that cause confusion or slow people down. Then, we improve the processes to make them easier to use while still following rules and requirements. Our approach includes:
- Looking at the customer’s experience
- Process mapping
- Making work steps easier and better
- Making applications and sign-ups easier
- Improving processes while following rules
- Improving how services are provided
By making steps easier, organizations can help customers save time and achieve better results.
User Research & Design
Good solutions start with understanding what customers need. Our services include:
- Talking with people involved in the program
- Testing services with users
- Looking at the customer’s experience
- Holding group discussions for feedback and ideas
- Reviewing customer feedback
- Developing new prototypes for solutions
We talk directly with customers to learn about their challenges, find ways to improve, and help create better programs.
Formative and Impact Evaluation
We help organizations understand what works, why it works, and how to measure success, such as through:
- Data analysis
- Evaluation design
- Pilot testing
- Outcome measurement
- Impact reporting
Our review processes help organizations see what works and make better decisions.
Capacity Building & Training
We give teams the knowledge and tools needed to use behavioral insights in their own organizations. We offer:
- Training on how people make decisions
- Easy-to-use job guides and tools
- Help with technical questions
- Training to improve customer experience
- Help with testing and measuring results
Our training helps organizations build skills, improve their work, and continue to grow over time.
Small Changes. Meaningful Impact.
We help organizations understand how people make choices and use their services. Some of our results are below:
Improved Customer Communications
- Made over 1,000 updates to letters, webpages, forms, and other materials to make them clearer and easier to understand.
- These updates helped customers understand information about 10% better and made materials up to five times easier to use. This helped reduce mistakes and improve results.
Customized Program Solutions
- Developed 20+ tailored behavioral interventions for state workforce and unemployment programs.
- Solutions included workshops, text messages, staff tools, clearer communications, and revised processes with easier steps. These solutions helped programs reach their goals.
Professional Development & Knowledge Sharing
- Created online workshops and more than 50 learning resources about how people make choices and take action. More than 1,100 professionals have taken the Behavioral Insights Certificate Course.
- 97% of participants were happy with the training and 70% said it helped them do their jobs better.
Interested in collaborating?
Contact us to explore partnership opportunities!
