Santander needed to find a way to communicate with and understand the thoughts and actions of customers in consistent debt trouble. But it’s not an easy topic to touch upon. How do you make people feel comfortable?

By conducting interviews in the comfort of their own homes, we were able to make participants feel relaxed, whilst gaining contextual information around their backgrounds and lifestyles. From this, we implemented COM-B model behavioural analysis to assess the effectiveness of eliciting behavioural change, leading to increased knowledge and awareness, and a range of intervention options for Santander.