Introduction

This report provides a behavioural science approach to encourage the ongoing adherence to COVID-19 behaviours by customers on Auckland Transport’s (AT’s) network, as well as preparations for the impacts on customer segments and public transport (PT) behaviours as we move down the alert levels.

The behavioural lens applied has a customer focus. This document aims to provide relevant insights and practical intervention ideas to encourage the desired customer behaviours.

The drafting of this report recognises the role AT has supporting the Ministry of Health, and the general public health of New Zealanders during this time. Also, the organisation’s role in supporting the community and enabling AT’s communities to function the best way it can.

Notes on limitations of the report

Select assumptions have had to be made about the desired behaviours at each COVID-19 Alert Level.

As AT’s behavioural science team has had the most exposure to the customer experience function within AT, the focus is predominantly on programmes, teams and channels owned by this part of the organisation.

This document has been created to encourage discussion. Therefore, no action should be taken based on this document alone. Further guidance and advice with the behavioural science team is required to ensure accurate execution of the recommendations and techniques.