This was a 10-week project I worked on in 2018, at The Wrecking Crew—a behavioral innovation firm founded by Haakon Faste & David Fetherstonhaugh.



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

The Methods:
• Ethnographic interviews (w/ customers & client retail employees)
• Sacrificial concepting
• Customer archetypes
• Behavioral targeting (in collaboration w/ quant team)

The Solution:
We designed 3 "nudges" to test via our client's service channels, targeted at late payer archetypes our client could help the most.

The Outcomes:
• We launched the 3 "nudge-experiments"
• Built empathy w/in client team for late payers