.png)
Understand behaviour &Â
create better experiences
Your customers are making decisions every day.
Some will stay.
Some will return.
Some will recommend you.
Others won’t.
And you may never know why.
​
I help organisations understand the experiences shaping those decisionsÂ
and identify practical changes that can remove barriers, strengthen the customer experience and positively influence what customers do next.
The experiences your customers have
influence what they do nextÂ
STAY   RETURN ​ RECOMMEND  DISENGAGE Â
A Different Lens
​Understanding what’s really driving customer behaviour
I use consumer psychology and behavioural research to understand how people think, decide and feel - and how this shapes the choices they make.
People don’t always behave as expected. Understanding what influences their decisions can reveal what’s really happening.
Human behaviour
Real experiences
I listen, observe and explore the moments that matter across the entire customer journey, from beginning to end
Insight to action
I translate what I find into practical recommendations that improve experiences
and drive results
Good To Be Here in Practice
Independent online ordering increased from 12% to 85%+
Loresan Planners already offered Teacher Planners online.
​
The challenge?
Customers wanted to order Teacher Planners, but many weren't completing the journey independently online. Instead, they were contacting Gillian for help navigating their choices and placing their order.
​
I worked with Gillian, the Founder, to understand what was getting in the way - from the choices customers were being asked to make, to the language used to explain them.
​
The result was a clearer 'Build Your Own Teacher Planner' solution that made ordering easier for customers and created a more streamlined process for Gillian too.
