Decision Insights.
Understanding ‘Work as Done’.
When executive leadership lacked visibility into how decisions were really being made in Underwriting, our team introduced Cognitive Task Analysis to uncover the cues, constraints, and mental models shaping behaviour in complex contexts. By building capability across the group to capture decision patterns, we revealed insights that informed the design of AI-enabled tools aligned with real-world workflows, improving clarity and adoption across the business.
Task Flow Mapping.
Our team visualised real-world tasks step by step to expose pain points and bottlenecks that were holding back decision-making. This micro-blueprinting approach enabled us to co-design targeted interventions with product and underwriting teams, reducing friction in daily workflows and giving users greater confidence in the decisions they make.