JetBlue - Improving Operational Efficiency
The Situation
JetBlue, as it continues to grow as a leading airline, recognized the need to improve supervisor behaviors and their relationship with Crewmembers to maintain high standards of customer service. To address this, JetBlue implemented ProHabits, a behavior change platform, to create a behavior change intervention and improve Crewmember perceptions of Supervisors within a short timeframe.
Our Approach
Utilize ProHabits' behavior change platform to shift supervisor behaviors and enhance their relationship with Crewmembers.
Engage supervisors through the ProHabits platform with carefully curated campaigns that focus on helping supervisors bring JetBlue’s values to life.
Measure and track supervisor participation, engagement, and completion rates to evaluate the effectiveness of the intervention.
Use engagement info to identify early adopters and habit champions among supervisors, allowing for internal recognition and likely champions for future changes.
Results:
91%
Increase seen by supervisors in leadership nominations
72%
Of team members saw more frequent leadership behaviors from their leaders in at least one category
58%
Saw increase in more than one category
GE Current - Thriving Through Turmoil
The Situation
Information leaked that GE planned to sell one of its long-tenured businesses (GE Current). With the buyer unnamed, leadership was concerned that employee anxiety and diminished trust would lead to a mass exodus.
Our Approach
Started a cultural movement focused on defining & activating the cultural tenets of what it means to be ‘Current’ in a post-GE world.
Identified a cadre of Culture Champions to lead the culture movement.
Facilitated a Culture Champion Workshop to create a sense of excitement and anticipation to overshadow the uncertainty of the sales process.
Deployed ProHabits, a Behavioral Nudge tool to:
Sustain the momentum
Collect insights from champions
Adapt direction and action on-the-fly, at scale
Client renewed behavioral nudging contract twice for a total of 18-months
Results:
100%
Achievement in employee retention goal throughout divestiture
82%
Of nudge commitments were completed
92%
Of Culture Champions recommended ProHabits to others in their organization
EY Assurance - Building Highly Efficient Teams
The Situation
As EY’s auditors approached their infamous ‘busy season’, EY wanted to support their efforts by providing non-disruptive personal and professional development that aligned with the firm’s goals. Focusing on continuous improvement, developing an ownership mindset and communicating with clarity & consistency – EY engaged with ProHabits to nudge their people to work efficiently and effectively, together.
Our Approach
As auditors are ‘professional skeptics’, ProHabits first ran a pilot to understand what types of nudges will resonate best with this professional services group.
After a successful pilot, ProHabits analyzed engagement data & interviews and adapted deployment approach.
At the end of a one-hour learning session, auditors were given the opportunity to scan a QR code and sign up for ProHabits. For the next two months, each audit group was sent bi-weekly nudges.
Nudge campaigns were targeted to address the differing roles across leadership and operational stakeholders.
Dashboards were reviewed by Assurance executives weekly to inform on progres
Results:
91%
Increase in leadership nominations seen by engaged supervisors
72%
Of team members saw more frequent leadership behaviors from their leaders in at least one category
55%
Saw increase in more than one category
UL - Driving Operational Excellence
The Situation
UL is a long-established leader in safety solutions and is committed to lean management through operational excellence initiatives. To transform the philosophy of Continuous Improvement into daily actions, UL needed a mechanism to prompt its people to bring those actions to life.
Our Approach
To reinforce a focus on operational excellence, three cohorts of participants each received a daily nudge for one month, with a total delivery period of 90 days.
Participants were primarily comprised of the CRS business division’s operations leadership team.
The program was launched with an opt-in philosophy, allowing only those leaders who wanted nudges to sign up for them. Selecting this philosophy allowed the somewhat strenuous topic of Continuous Improvement to flourish with a positive outlook.
ProHabits provided reporting so that UL could compare CI internal data sets to ProHabits engagement across CRS.
Results:
2,400
Nudges completed by operations leaders
82%
of commitments were completed
221
operations leaders saw focus and productivity as the most popular areas of growth
Homeland Security- Building Effective Leaders
The Situation
HSI's management training program lacked a focus on leadership development, leaving employees without the necessary skills to build trust, promote accountability, and enhance communication. To address this, PH delivered a comprehensive leadership development course consisting of a 360 Assessment, Leadership Jumpstart, and Virtual Coach platform. The program aimed to help the workforce and overcome challenges faced by the agency.
Our Approach
Prior to a two-day session, leaders (and their teams) completed a 360-assessment to determine baseline leadership performance.
Following the session, leaders signed up for ProHabits to receive daily nudges to reinforce and practice key leadership learnings & behaviors. Some nudges brought leaders to a media library where they could engage with more robust refresher materials.
360-assessments were administered at the end of the program so that development could be measured & managed.
Results:
62%
Increase observed by agents in perceived leadership skills
18K+
Leadership behaviors were delivered to agents
95%
Of nudges were brought to life by agency leaders
National Geospatial Intelligence Agency Democratizing Leadership Development
The Situation
NGA (National Geospatial Intelligence Agency) wanted to "democratize" leadership development across a globally distributed workforce. They focused on developing high-stress leadership capabilities, with particular emphasis on building trust within their work environment, creating psychological safety for their teams, and increasing in empathy during critical conversations.
Our Approach
Walk, Don’t Talk: Science teaches us that actions have a profound effect on our thoughts and feelings. Nudges help leaders perform small actions that can change how they see themselves and what they feel comfortable doing.
Gamify: Sustained engagement requires support. Tap into socialization and competition with the self and with others to keep leaders coming back for more.
Expand: Not only do engaged leaders get better at target behaviors, the ripple effects of their actions also reverberate around their organization. We use this improved behavior to build momentum and enroll more analysts in the program.
Results:
44%
Campaign engagement
100%
excitement by ProHabits team to present campaign results to the senior executives committee
95%
of nudges were brought to life by intelligence analysts
Reyes Coca-Cola Bottling Helping workers get home safely
The Situation
The 7th largest private company in the US is looking to reduce workplace incidents & injuries and worker comp costs. They understand that the top driver of incidents in the workplace is human behavior. To create a safer workplace, they need to create safer behaviors & mindsets.
Our Approach
Reduce Safety Incidents
Design & deploy the EDP to detect risk patterns (e.g., more hours makes workers more prone to incidents).
Target nudge campaigns to disrupt current patterns and improve outcomes.
Implement structural changes alongside nudges to drive action.
Promote Safe Behaviors
Nudge audiences to act in line with safety best practices
Strengthen a culture of Safety
Increase Use of Safety-Focused Tools & Programs
Assess engagement with current suite of safety tools (observation reporting, best practice sites, etc.).
Use nudges to increase usage of safety tools
Results:
Material Reduction
in Incident Frequency Rate at in-scope locations
20,000+
behavior-based safety activities completed
5,500+
best practices and anecdotes shared by frontline workers
