The customer experience is often sabotaged by internal biases, narratives and processes.

We combine organisational psychology with creativity to invigorate teams and drive measurable change. The focus might be operational, to improve adherence to processes or drive platform adoption, or it could be an HR function like performance management.

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Pacific Life RE – Employee performance

Supporting the HR team at Pacific Life Re to enhance its global performance management process – by applying insights from psychology, behavioural economics and commercial best-practices. Alongside strategic advisory, we worked tactically; redesigning the performance review form and associated processes.

“Working with behavioural economists has made us look at our performance management process completely differently. The review provided valuable insights which inspired significant changes in how we approach and communicate the performance management process to our people. The changes have been received very positively and this has inspired us to continue to challenge our previous thinking.”

Carrie Sabin, Head of Human Resources

Components included:

  • Quantitative analysis of employee performance data.
  • Qualitative analysis of performance review forms.
  • Secondary research and academic literature review.
  • Strategy review and form redesign.
  • Performance management workshops with the HR team.
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Bristol University – Energy saving

Collaborating with the Sustainability Team to reduce wasteful energy behaviours in laboratories. This snapshot audit and idea generation focused on using an existing interaction (a laboratory waste audit) as an opportunity to engage lab managers and facilitate change.

“Prime Decision has helped us to see our spaces through the users’ eyes and given us new ways of assessing how to use our communication tools most effectively.”

Dr John Brenton, Sustainability Manager

We conducted a Snapshot Analysis; a lean engagement format.

Our team used the Seven Lenses, one of Prime Decision’s analytical frameworks, to assess different contextual, social and psychological factors and develop a cost-effective alternative to the standard ‘energy saving posters’. The chosen recommendation was ‘5 at 5pm’; a new watershed and accompanying process to turn off equipment.

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Wesleyan – Financial advisory

Wesleyan is a leading provider of specialist financial services to lawyers, doctors and dentists. Our first project together applied behavioural insights to the contact centre to increase the proportion of customers who booked an Annual Financial Review (AFR), in compliance with regulatory commitments.

Tactical changes to reporting processes in the contact centre led to a 69% increase in AFR appointment bookings – and generated an internal business case for applying behavioural science throughout the customer experience.

Components included:

  • Planning workshops with senior stakeholders.
  • Qualitative interviews with contact centre managers and team leaders.
  • Quantitative exploration of current and historical call data.
  • Qualitative analysis of recorded calls and a digital survey of agents.
  • Development of potential hypotheses using the Seven Lenses; the strongest were tested and assessed during an agile ‘Day Lab’
  • Overseeing a two-month long experiment in the contact centre; testing the introduction of a new reporting process against a control group and historical performance data.

“Prime Decision provided our senior management team with a strong grounding in behavioural science and how to apply it to The Ageas Way, our unique, award-winning approach to customer experience. Highly recommended the workshop; engaging exercises, tailored to specific issues like customer service, compliance, claims management, fraud prevention and employee performance. They took time to understand our business and meet our specific brief and delivered with energy and passion. By lunchtime we had invited them back to present at our annual claims leadership conference which proved to be a great decision.”

Rob Smale, Claims Director, Ageas Insurance Ltd