Behavioural Change Programs
Customer & Market Behaviour
Whether the goal is a household adopting a health practice, a citizen using a digital service, or a customer getting real value from a product, the problem is the same shape: a person, a habit, and a journey with too much friction in it. We design the journey so the better choice is the easier one.
Scope of work
Adoption is a journey, not an announcement.
Our leadership has driven adoption at population scale — digital alternate channels in banking, e-governance services, financial-inclusion outreach — where the users least likely to adopt were the ones who mattered most. That experience shapes how we design: for the hesitant user, the first attempt, and the moment things go wrong.
- Customer journey design: mapping the path from first contact to habitual use, and nudging users toward better product usage at each friction point
- Public health campaigns that shape community habits — grounded in our formative research and delivered through trusted local channels
- Consumer adoption of new digital tools and services: onboarding design, assisted first use, and support for the trust barriers that manuals never address
- Defaults, reminders and social-proof mechanics applied ethically — nudges toward the user's own benefit, never dark patterns
- Drop-off analysis: where users abandon the journey, why, and which fix moves the number
- Adoption measurement over time: active use and repeat behaviour, not downloads and registrations
Built something good that people aren't using?
The product is rarely the problem; the journey usually is. Walk us through it and we'll show you where it leaks.
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