Mindspace graphic depicting 11 elements of Mindspace

Behaviour Change Revival

At the beginning of January, Dom delivered a series of five training workshops for customer services staff in Swale, outlining the need to shift the way we provide services and interact with our customers, encouraging self-service wherever possible.

At the end of January Catherine and Jane delivered a lively morning workshop to 25 Gravesham Managers and Service Team Leaders, exploring behaviour change techniques such as MINDSPACE and EAST, along with the results of the eye tracking user testing on Gravesham letters, to help teams to think about how to improve their correspondence to encourage self-service and reduce avoidable contact.

We were delighted to receive such positive feedback again – ‘I was really impressed with the workshop delivery and content. It was full of very useful examples that all of the attendees could relate to’.