Making policy human-centered with behaviour-first tools

Snapshot

Embed behavioural science across multiple ministries so policies change real behaviour.

Challenge

Strategic Behavioural Lead: designed the playbook, ran sprints, trained leaders, and licensed Alterkind's toolkits for long-term use.

My role

50+ civil servants trained • 6 departments now using my tools • Behaviour-centred toolkits licensed • Live projects addressing vaccine hesitancy, workplace diversity, and police–community trust.

Impact

The problem

Policy teams faced three blockers:

1. Low awareness - staff knew the term ‘behavioural science’ but not its practical value.

2. No usable tools - theory existed; day-to-day methods did not.

3. One-off risk - without systems, any behaviour push would fade after the pilot.

Approach

1. Secure top-level buy-in

   Ran Behaviour Change Awareness sessions for ministers and department heads using local success stories.

2. Introduce a common language

   Taught teams The Drive Grid (my framework structuring 9 behaviour drivers) so every ministry could diagnose friction the same way.

3. Equip with practical kits

   Delivered the Understand Others Kit and Change Behaviour Kit for rapid diagnosis and design.

4. Run Behaviour Sprints with teams from each ministry

   Cross-department squads tackled real issues, vaccine hesitancy, workplace diversity, police trust, in one-day sprints.

5. Lock in sustainability

   Built behavioural roadmaps and licensed toolkits so teams own the practice without outside support.

Sprint spotlight:
Department of Health

Question: “How do we boost vaccination uptake?”

• Insight: Trust hinged on the doctor–patient relationship, not marketing messages.

• Action: Mapped key touchpoints, redesigned consultation scripts, and created generation-specific dialogue guides.

• Shift: From “run a campaign” ➜ to “rebuild doctor–patient trust at every visit.”

Results

• 6 ministries apply The Drive Grid in project scoping.

• 50+ civil servants trained; 3 became internal behaviour champions.

• Behaviour toolkits rolled out under an enterprise licence for continued use.

“Lauren's training helped us see behaviour problems differently. The tools worked for everyone, even colleagues with no design background. It’s a game-changer for our team.”

– Daniel Kotsjuba, Designer of Public Services, Estonian Innovation Lab

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