We use observational techniques to map what people do, and structured exploration using a ‘sludge audit’ technique to understand the factors that influence journeys and how they can be made easier, more impactful and enjoyable.

Our approach is based on inclusivity and knowledge of human behaviour. We use behavioural research and user testing techniques to test messaging and products with those who they are designed for.

We use proven behavioural methods to understand what people do and the factors influencing why they do it, so we can design systems, communications and experiences that work. Our ethnographic and observational research techniques are designed to capture what people do, and the information to understand why.

We use research to design evidence-based communication strategies, to test and iterate executions, and evaluate campaigns. We apply qualitative and quantitative techniques, alongside behavioural models, to understand the audience, and what tactics will resonate most.

We explore the impact and efficacy of policies and legislation on the audiences they impact. We use surveys, focus groups, interviews, kitchen table discussions and yarning to understand different perspectives from different audience groups.

We have developed co-design processes that engage people with the experience of using and delivering services along with policymakers. This genuine inclusion of lived experience leads to practical innovations and overall improvements in services.