The Organisation
Ingeus UK is a human services provider, operating government-funded contracts to support individuals improve their health, wellbeing, skills and employment.
Ingeus UK is a human services provider, operating government-funded contracts to support individuals improve their health, wellbeing, skills and employment.
Ingeus wanted their participant communications to be built on the latest research in Behavioural Science to maximise customer experience and, in turn, contract performance.
The brief required:
Our approach involved a triangulation of stake-holder interview data, behavioural science literature review and collaboration with design partners at Claremont Communication to develop brand assets, CX-facing staff approach and training materials pivoting around the mnemonic GAPS (see below) for job trainer/job seeker interactions.
Once identified, training materials, style guides and business communications were developed to support these insights.
Phase 2 involved supporting the organisation to embed these practices behaviourally into the workplace via Enabling Environments estates strategy. Using behavioural insights and co-design, we embedded calls to action and communicative reminders into existing work rituals.