Digital behavioural design principles: Evidence-based techniques to improve your customer experience

Man and woman in business clothing using their smartphones

Webinar overview

This webinar is brought to you in partnership with and hosted by Acquia.

Behavioural design introduces techniques that motivate and support people into making decisions that positively affect themselves or the people around them, and is becoming an increasingly important tool in forging long-term relationships with consumers who seek brands they can trust.

By guiding the design of customer interactions, the principles of behavioural science offer a simple, low-cost route to improved customer satisfaction and can build brand recognition as a customer-centric organisation.

Whether you’re a government department trying to get citizens to adopt new digital processes, an insurance company trying to upsell the latest travel cover package, or a retail business trying to win over customers from a competitor, behavioural design and the cognitive biases that underpin it are the tools you need to get ahead.

What you will learn

  • What Behavioural Design is and why you should explore using it in your CX activities
  • An introduction to the ethics to consider when using Behavioural Design techniques
  • Key principles and techniques you can use as part of your Behavioural Design toolkit to positively impact the experiences you design

Featured speakers

Paul Taylor, Experience Design Director, Sitback.

Paul Taylor is a design leader with 19 years of experience leading XD and innovation teams in Australia and the UK. He is passionate about helping companies transform through design and is always looking to unlock new value and make customers’ lives better. Paul is enthusiastic about building great design cultures and mentors a team of designers and researchers to achieve their full potential. He loves working at the intersection of design, business and technology and is highly motivated to create a positive impact for customers, clients and society.

Jeffrey Lin, Director, Solutions Engineering APJ, Acquia.

Jeff recently joined Acquia in the role of Director, Solutions Engineering to support sales and customers with their Acquia projects. He has worked for almost 20 years as a sales solution specialist, managing and directing presales efforts for Microsoft, Omniture, Oracle and more recently Appier.

Attendee feedback

“I attended the Behavioural Design webinar you presented at yesterday, I wanted/needed to let you know that it was easily the best webinar I have been to in years! You were engaging, confident and clearly know your stuff. The content itself was spot on and your inclusion of practical tips was refreshing – so many times we attend these “blue sky” sessions and come away with more questions than answers.”

Customer Experience Manager, UniSuper

“I just attended the webinar on Behavioural Design by Paul Taylor and just wanted to let you know that it was really great – he is a great presenter (a lovely pace!) and it was very informative and well structured.”

Marketing Consultant, Hollard

About Sitback

Sitback is a Human-Centred Design and Development Agency based in Sydney. We specialise in Psychology-based User Experience Design, enterprise-scale Web Development and 24/7 Support & Optimisation.

Put simply, we help organisations produce more compelling products and services for their current and prospective customers, resulting in exceptional experiences for everyone.

Sitback has recently supported digital transformation with organisations such as Woolworths, Subaru, NSW Treasury, Foxtel, People’s Choice and Lifeline.

About Acquia

Acquia is the open digital experience platform that enables organizations to build, host, analyze and communicate with their customers at scale through websites and digital applications. As the trusted open-source leader, we use artificial intelligence to produce better business outcomes for CX leaders, and some of our customers include Tennis Australia, Translink, Centara, Lululemon, Mediacorp, Football Federation Australia and Johnson & Johnson.

Acquia’s software and services were built around Drupal to give enterprise companies the ability to build, operate, and optimize websites, apps, and other digital experiences. Products include Acquia Cloud, Site Studio, Edge CDN, Site Factory, Cloud IDE, Acquia DAM, Personalization, Customer Data Platform, Campaign Studio, and Campaign Factory.