How to use behavioural analysis and behavioural insights to manage demand for public services. In two slides.

1. managing demand
with behavioural
analysis & insights
@warrenhatter
withthegrain.org.uk
warren@withthegrain.org.uk
Grand Prix winner, 2015

2. How to do Demand Management using
behavioural analysis & insights
1 identify & understand the behaviours
creating demand
4 … and design for them, using
behavioural insights
2 identify the opportunities to influence
behaviour
3 agree ‘target behaviours’
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3. Ten things I’ve learned doing this
1. Observe (through a behavioural lens)
2. Frame discussions around citizen behaviour: it helps
professionals discuss their own behaviour
3. … and frame around capabilities.
4. Be clinical about idenifying target behaviours
5. Acknowledge you are likely to need to create
demand upstream to reduce it downstream
6. You can co-produce this …
7. … but will need some expert capability for, eg,
scripting
8. Stop doing the things that don’t work behaviourally
9. In particular, stop trying to change people’s minds
10. You’re likely to need a commitment device