COGNITION Audits

Optimising your communications with behavioural science

The coronavirus pandemic, and measures in place to limit its impact, present an unprecedented challenge for the travel and leisure industry in the UK. Everyone has to make fundamental changes to the way we behave, in our businesses and in society at large.

To make your communications as effective as possible during the pandemic (and beyond), we are sharing some simple best practice guidance based on our extensive experience of delivering effective behaviour change. As we are seeing in the government response, communications at a time like this are absolutely critical – and a poorly received message can be disastrous. With this in mind, testing your communications using our COGNITION Audit approach is a sensible step forward.

COGNITION Audits are a unique approach to changing behaviour through communication.

COGNITION Audit from BVA Nudge Unit on Vimeo.

Our new service allows you to create measurable customer behaviour change. COGNITION Audits are designed to optimise your communications whether it be optimising online experiences, marketing, print materials, call centre scripts, internal communications, or a mixture. The audits are based on international best practice, marketing science, psychology and behavioural theory.

Success stories
Implementing COGNITION Audit recommendations resulted in:

An 11% increase in call centre efficiency for a savings provider
A 54% growth in click-to-action for a credit card provider

How it works

An expert review rooted in behavioural science, using our COGNITION framework:

IDEATE: ‘long list’ of optimisations identified via the COGNITION framework

PRIORITISE: shortlist of optimisations agreed, based upon feasibility, opportunity and likely impact

TEST: optimisations amongst the target audience, via a suitable method (selected according to requirements)

Deliverables include a set of recommended Communication Optimisations Guidelines (COGs). Each rooted in behavioural science theory and the COGNITION framework. Each designed to change specific behaviours.

Get in touch

Contact Richard Chataway and Caroline Ahmed to find out more.

More about BVA Nudge Unit

Content: https://bvanudgeunit.com/sciencing-the-sht-out-of-communications/

Case studies: https://bvanudgeunit.com/cases/

About us: https://bvanudgeunit.com/about/our-story/

Blogs

My 2020 summer holiday abroad: a nightmare or a pleasure? What we can learn about overseas leisure travel in the months to come

22nd Oct 2020

August 2020 was a month filled with so much promise and excitement at the start of the year. Even at the start of April, I was confident that it would go ahead as normal. By early July, everything hung in the balance.

Behind the doors of visitor attractions: How has it all changed during Covid-19?

12th Oct 2020

With limitations on what can be open, some attractions have chosen to change their pricing. In this blog, we explore the ways in which organisations are responding to these ‘restrictions’.

How have mortgage intermediaries adapted in the face of a pandemic?

2nd Sep 2020

As the Government encourages more people to return to the office, we have been looking at how businesses are responding.

Are you afraid of staying at a hotel? Don't be.

26th Aug 2020

Anubhuti Manglik, has been been busy setting up www.hotelitout.com, a collaborative blogging website which shares updates on the hotel industry. Anu's blog gives a useful round-up of the new measures employed by the main players in hotel accommodation.

Banks the unexpected NPS ‘winners’ of Covid-19?

25th Aug 2020

It seems a global pandemic may well have been an unexpected saviour (for NPS at least!) in retail banking, with three of the big four Australian banks and a number of Tier Two brands seeing substantial uplifts in NPS.

Mortgage Payment Deferrals Offer a Lifeline to Landlords

6th Aug 2020

In the Q2 wave of our Landlords Panel research programme, we interviewed c800 members of the National Residential Landlords Association with BTL borrowing to assess take-up of mortgage payment holidays and the drivers for doing so.

UK Landlords Bouncing Back after Initial Covid Crisis

4th Aug 2020

Just after the lockdown was announced, as you can imagine, we found business sentiment among investors had reached its lowest ebb in 14 years of our quarterly tracking. Three months on and confidence is slowly flowing back to the sector.

Daring to dream: The highs and lows of a recent booking experience

4th Aug 2020

It started with a dream of being on a beach. We imagined getting the train to Margate, Broadstairs or Brighton on a sunny Friday morning. However, forecasts of the Great British weather during the period of our planned domestic getaway were anything but great.