Communications Council talk on provoking behavioural change

Communications Council talk on provoking behavioural change

I addressed the Comms Council strategy students about behavioural change, sharing some practical models they could use in their day-to-day work. One of the models I introduced to them was Fogg’s model; ‘Behaviour is motivation, ability and trigger at the same moment.’

The key outtake was that small and great behaviour change is entirely possible if you understand what motivates and triggers people to change while making it easy for them to do it.

A great customer experience without great service design is not enough to protect Uber from failure

A great customer experience without great service design is not enough to protect Uber from failure

Speaking at the UX In Higher Education conference about how to use service design thinking

Speaking at the UX In Higher Education conference about how to use service design thinking