Service transformations for our clients often have explicit behaviour change goals. A common one is to shift customers from costly contact over the phone to digital self-service.
Governments and businesses alike are increasingly recognising the importance of design for behavioural change. At Capita, we design our services to maximise our influence on key customer behaviours, by taking a robust, evidence-based approach grounded in science.
We’re expert in understanding the behavioural change our clients aspire to, and in applying scientific techniques to craft services to deliver them. We draw on cutting-edge research in the fields of cognitive and social psychology, decision science, behavioural finance, health psychology, and neuroscience as well as our significant applied experience in influencing customer behaviour.