What you get · The customer journey
Six steps. Told as your story. Scroll through to see what happens at each one, from the brief to the measurement, in the artefacts we produce along the way.
your story.
our work.
01 of 06
You fill in a short brief. Not a form you half-complete and forget. A proper one: the change you want, written as a behaviour, and the outcomes you would use to know it worked. Plain words. No jargon required.
Your brief
The outcomes you write here are the ones we measure at the end. We use the same words.
outcomes in
plain words,
not metrics
02 of 06
Before any content is written, we build a strategy on a page. A timeline of moves: tell people, teach it, practise it, remind it, check it. Gaps flagged in plain language. One creative idea for the opening move. This is the artefact the free sample delivers.
Strategy on a page (your free sample)
The free sample What the free sample is the full plan and strategy for your change, including gaps and creative ideas, plus sample content where we can, as a PDF in 48 hours is this artefact: the plan and strategy for your stated change, with gaps and creative ideas, plus sample content where applicable. PDF, 48 hours, from your brief.
the plan
before the
content
03 of 06
Before the learning starts, people need to know it is coming and why. We draft the announcement: a short message in your organisation's voice, placed where your people will see it. Same message, said where it will land.
A short session on giving feedback that leads to change.
Over the next two weeks, we're running a 30-minute module on giving feedback that actually shifts things. It covers one distinction that makes feedback easier to act on: the difference between what you saw and what you concluded from it. The session is self-paced. You'll find it in [Learning Hub] from Monday. If you have questions, [People Team contact] is the right person.
We write to your voice and your channels. The communication is part of the blend, not an afterthought.
same message,
where they'll
see it
04 of 06
The training chunk. It opens with a moment people recognise from their own work, teaches the core idea, then asks them to try it before reading on. The try-it moments are not a quiz at the end. They are woven through the teaching, placed where they help memory most.
Opening: an opening moment people recognise
You said it carefully. You meant it kindly. You described a problem you'd been sitting on for two weeks, and the person listened politely, and then nothing changed.
If that sounds familiar, the issue is almost certainly not what you said. It's the shape of what you said. Most feedback that fails doesn't fail because the message was wrong. It fails because it was a verdict delivered as if it were information, and verdicts give people nothing to act on.
Content verbatim or lightly shortened from the real sample (giving feedback at work). The quick try-it moments are placed where they help memory most. The science name for this is retrieval practice.
the try-it
woven through,
not at the end
05 of 06
Reading something once does not change a habit. A nudge lands when forgetting starts. We deliver short practice prompts at day 2 and day 7 after the learning, timed to when people are most likely to have forgotten enough to need them.
Email nudge
Day 2 after the module
Catch yourself giving one piece of feedback in the next two days, or receiving one. After the conversation, ask: was it observation-based or interpretation-based? Write two sentences.
Chat notification
Day 7 after the module
Without looking back at the module: what is the difference between an observation and an interpretation? Write a one-paragraph explanation from memory. Then write one complete SBI statement from a real situation this week.
Prompts from the real sample, lightly formatted for delivery. Little and often beats one big session. Based on a meta-analysis covering over 21,000 learners.
timed to when
people forget,
not when it's
convenient
06 of 06
At 90 days, we check the measures we agreed in the brief. Not clicks. Not completion rates. The outcomes you wrote in plain words when you told us what the change was.
Measurement against the brief's outcomes
We measure the change, not the clicks. We cannot promise a specific result from a single programme, and saying otherwise would be dishonest. What we can promise is a programme designed to give the change a genuine chance, and a measurement that tells you whether it happened.
the measures
from the brief,
not the clicks
The honest offer
There is no hidden catch and no bait-and-switch. Here is exactly what each offer is.
A comprehensive plan and strategy for your stated behaviour change, including the gaps and creative ideas, plus an example of the content we build where applicable. Delivered as a PDF, from your brief, in 48 hours.
The module sheets on this page are an example of the content we build. The free sample is the plan and strategy that makes that content worth building.
Download an example plan (PDF, 12 pages). It is a worked illustration, marked as such on every page, so you can see exactly what arrives before you send anything.
We build and run the full blend: communication (the announcement, the channel, the timing), training content (the module, shaped around who your people are and what they already know), reminders and practice prompts over the weeks after, and measurement tied back to your stated outcomes.
The free sample shows the thinking. The paid programme runs it.
the sample
proves the
thinking