Customer Behaviour by Design - Influencing Behaviour Beyond Nudging

Often customers don’t behave as organisations want, or expect them to – as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.

About Anne van Lieren

Anne van Lieren is a service designer and behavioural expert at Livework. She leverages insights from behavioural science and Livework’s expertise in service design to create environments that make customers aware, active and able to make better decisions. By fundamentally understanding behaviour and designing behavioural interventions she helps organisations to create a durable impact on behaviour change. Her research into nudging was published at a major international conference on design research.