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Nudging customers toward healthy financial behaviors

This was a 10-week project I worked on in 2018 at The Wrecking Crew, a Bay Area behavioral innovation firm.

The Problem: A national wireless company loses $40m / year because many of its customers are late on their bills.

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The Methods:

  • In-depth interviews w/ client customers & retail employees
  • Sacrificial concepts
  • Customer archetypes
  • Behavioral targeting (in collaboration w/ quant team)
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The Solution: Targeted experiences for each late payer type.

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The Outcomes:

  • For client: Launched the 3 "nudge-experiments"
  • For client: Built empathy w/in client team for late payers