Behaviour Change design 

For the Post-academic course behavior change design at the Behavior Change Academy, I investigated how the use of the chat(bot) by customers of the bank can be encouraged. Chatbot and chat have been part of the communication channels of various banks for a few years. Both customers and prospects can find the answers to many of their questions here. Still customers prefer to call the Customer care center. 95% of the questions asked via the customer care center can also be answered via chat.

Customers call the customer contact center with questions, while answers can often be given faster via the chat (bot).

This project aims to ensure that customers on the open domain adopt chat as a source for answers to their questions and assistance. The underlying objective is to reduce the number of calls to the customer care center.

• By using the chat, customers can be helped more efficiently
• By using the chat, customers can be helped 24/7 for many questions
• Use of the chat increases the customer’s self-reliance
• This can lead to greater customer satisfaction.

Based on research previously conducted by the bank, literature research and interviews with customers who have recently had contact with ABN AMRO and use the website, IB and/or the app, a divergent mind map could be created.

After a psychological landscape check, the divergent mind map was translated into a convergent mind map. Based on this, interventions could be determined.

Do you want to learn more about the different steps in the research and curious about the final results? Let’s meet, I would be happy to tell you all about it.