Doing it better

Below is a post I wrote for the Behavioural Design Lab a short time ago. The aspect that has attracted the most interest is the use of proposed use of defaults to move from a project management-centric view (where residents make a fresh decision at each stage of the process that has been mapped out) to a citizen-centric approach (where, once someone has chosen to have a warm home, the default is that they are taking part.

Two quick points, drawing on conversations that I’ve had with people since writing this.

First, this is a really good litmus test for whether we are comfortable using behavioural insights. Personally, my view is that our choices always have a context, and that framing the choice in this way makes it clear and easier to make a decision that is salient to the person making it. But I know that some people not used to working with behavioural insights are a little uncomfortable with it; because it seems a little, well, sneaky. In a world where there are numerous websites on which I can click a ‘buy now’ button, before verifying a host of details, I’m comfortable with it, and that’s why I see it as a litmus test: it only seems sneaky if you compare it with a context in which people have to repeatedly decide.

Second, reflecting that most of the feedback I’ve had has been of the “what a great idea!” variety, there is so much that we can do better in public services, and it is within our grasp. I hope that this helps demonstrate the value of what I’ve been trying to do with With The Grain over the past couple of years. There are so many behavioural effects that we know can affect our decisions; and there is an ever-growing body of evidence of how and when they work. So let’s generate new approaches drawing on this knowledge. This idea was generated in a workshop of stakeholders brainstorming ideas based on different effects, of which defaults was one. Most of them hadn’t been exposed to much behavioural science before; if they can do it, so can you. This is one of our best chances of meeting the demand management challenge.

“Did I just use behavioural science? But I’m not a designer!”

So said a dozen or so stakeholders of a project aimed at retrofitting 160 draughty homes in Crawley, West Sussex. With good reason. They had co-produced a wide-ranging set of design and communication ideas for the project.

The project offers work such as external wall cladding, funded by the Energy Companies Obligation, through which the Government is obliging utilities to fund energy efficiency work on Britain’s coldest, draughtiest and most energy inefficient homes. The problem many have found is that, in the absence of existing demand (that is, people who are aware that they want their home retrofitted but haven’t been able to do it yet), building demand for something free is tricky. Price perception tells us that if something is free, it doesn’t have value. Homo economimus might see free cladding as a no-brainer; real people don’t.

So, when introducing the opportunity to people, we decided to frame the choice as being between a cold home and a warm home – not as the chance to choose a named process or product. And we avoided terms (such as ‘retrofitting’), known by professionals but which may provide a barrier if not familiar to residents. Crawley-ECO-leaflet-section

Adding the use of behavioural insights to the team’s existing expertise in community engagement had a major impact immediately, speeding up recruitment 4-fold, compared with similar projects being undertaken elsewhere in the South East.

Another innovation is that, when people say ‘yes’ to a warmer home, this becomes the default setting. So, instead of initially agreeing to an “assessment” which leads to another choice once the surveyor has visited, householders make a single choice: the surveyor will make a recommendation of the measures to adopt “ … unless you drop out”. From a project management viewpoint, we’re moving from a process whose success depends on people saying ‘yes’ at several different stages to a process designed to support and prove people’s positive choice to have a warmer home.

There are a dozen other ways in which we are using – or plan to use – behavioural insights. Rob Bennett, who leads the community engagement team, says, “It is really important that we find ways to encourage communities as a whole to get behind these initiatives, So whether it’s the initial decision to participate in a scheme, or ensuring that residents communicate what works best by sharing good practice and experiences – we expect behavioural evidence to play a critical part in successful ”delivery”.

We think we’ve learned what the With The Grain tool has also demonstrated in other settings: that behavioural insights are accessible and usable; that these insights help make approaches more people-centric and therefore more efficient; and that it’s possible to get away from the default setting of trying to persuade people.

So we now have a platform for using behavioural insights in the future. And we have a group of stakeholders who are comfortable with knowingly using behavioural insights to affect the context within which people make decisions.

In the future, this won’t be unusual. Right now, it feels revolutionary.

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