The Student Experience Journey

Friends Selfie In the Park

It’s the time of year when A level papers have all been sat and the thoughts of the students turn firmly towards results day and the all important grades.

For Universities however the hard work in respect of new students started a long time ago. From outreach and recruitment work, through to open days, applications processing, places offered, the student journey into Higher Education starts months and even years before the student even considers where they may continue their studies.

Once enrolled and they appear on campus with tearful parents in tow and boxes and bags filled to the brim of essential supplies, the student enters a period of change and the hard work begins. For the University there is so much more behind the scenes that supports them as they embark on their journey.

ICE Creates have worked with Universities to promote and transform the student experience through enhancing recruitment, improving admissions and finance processes, providing vital support with pastoral services such as accommodation, wellbeing and counseling, extenuating circumstances processing, timeouts, transfers & withdrawals, ICT support services, award board and exam board administration through to employability and alumni services, we understand the importance of ensuring a seamless programme between academic and professional services to provide not only the best possible outcomes for the University but most importantly for the student.

Using our tried and tested 7Es transformation model with its roots grounded in the principles of LEAN Systems Thinking, we have supported organisations to take a holistic view of the Higher Education journey and significantly improve outcomes for all stakeholders.

7 E's Model-02

We believe that change and continuous improvement comes from within, “those who create own…those who own use and grow”.

One of our recent partners commissioned ICE to support them in transferring skills to their own staff to enable them to continue to review and improve services across the organisation. Delivering a bespoke programme of training, facilitation and support we have helped them to deliver such efficiencies as:

  • More timely service to the students
  • Reduced chasing time for missing information / evidence
  • Less time spent at EC panels.
  • Significant cashable savings to reinvest in student services
  • Allowing the university to successfully plan, manage and maintain ICT assets
  • Fully able and trained facilitators of change an improvement

Staff now feel that they are able to offer a more student focussed and holistic service and as such have increased satisfaction rates and retention across the organisation. Across the organisation the feedback is exceptional with staff stating that they have a renew sense of “working together”

“I have been working with a team of nine people from teams within Academic Services and Student Partnership Services who are directly involved in the current process and those who are from unrelated areas.

It’s a team effort and it’s always process first and foremost before any kind of experimentation with solutions”.

It has proved to be a truly refreshing experience for those involved:

“Personally I’ve found it a really refreshing experience (even if it’s just to look at someone else’s problem for a change)!

I have found that the method of taking a good, hard, realistic look at a particular issue, examining it from a purely process focused point of view and identifying its core value points is really effective.

That is followed up with an open minded approach to testing what might work as a possible solution and to then permanently put those improvements into standard working practice. It’s a lot of concentrated work but it’s also a chance to work with new faces in different areas and really affect change for the better”.

And using our tested methodology has truly embedded anew way of working for the university:

“The methodology has been adopted by the Strategic Programmes Office initially but will hopefully spread across the organisation and particularly in our customer engagements.

Do expect to hear the LEAN buzz word more as the year progresses as this will be forming the cornerstone of the new way of working. I would encourage anyone who is able to get involved with a lean review as and when the opportunity is presented or put themselves forward to take part”.

If you would be interested in talking to our expert Practitioners and learning more please contact Chris Lunn or Rachel Stamp to learn more.

GET MON£YSMART campaign is a big winner on the night

ICE_and_Rochdale_MBC_Nudge_Awards_2015 v2

We are thrilled to announce that ICE’s GET MON£YSMART campaign for Rochdale Borough Council has been awarded a silver Nudgey in the Health category at the world’s first behaviour change awards. The Nudge Awards were developed by Ogilvy Change, part of international advertising, marketing and PR agency Ogilvy & Mather, to recognise standards of excellence in the behavioural science community. North West based ICE were one of just two companies – and the only British organisation – recognised in the Health category.

The prestigious event was attended by experts, practitioners, students and entrepreneurs and proved to be a great opportunity to learn from the best in behavioural science, with speakers including Richard Thaler, Paul Dolan and Rory Sutherland.

GET MON£YSMART aimed to positively influence the lifestyle choices and spending decisions of local people by engaging, educating and empowering them to make small, gradual changes to unhealthy lifestyle behaviours. These included spending on smoking, alcohol, takeaways, shisha and fixed-odds betting terminals.

Feedback from local partners and stakeholders indicates that the campaign has helped to increase awareness and access to community support services (e.g. stop smoking services, alcohol outreach, healthy weight team, financial inclusion champions, Citizens Advice Bureau) among target groups.

When asked ‘Have you done anything to save money or change how you spend / manage your money as a result of the campaign?’ almost a quarter (22.9%) of survey respondents who could recall the campaign (unprompted and prompted) said that they had made actual changes to their behaviour, such as spending decisions, lifestyle choices and budgeting.

Helen Skidmore, Public Health Manager at Rochdale Borough Council said: “I am delighted that GET MON£YSMART has won a Silver Nudge award for health related behaviour change. ICE created an innovative and eye catching campaign from our brief on linking small lifestyles changes to financial savings, which is really supporting local people in this tough economic climate.”

The awards were extremely well received and served to highlight and recognise the many ways in which various individuals and companies apply behavioural science. Huge congratulations to all of the winners, especially Warren Hatter and Ealing Council who won the Grand Prix award for their work with homelessness.

We would like to say a big thank you to Rochdale Borough Council and all of our partners for their fantastic support throughout this campaign. To find out more about ICE’s behavioural insight service contact Benjamin Buckby


Behavioural Insight 3 Posters AW-02

ICE campaign shortlisted for high profile behaviour change award

With the first ever Nudge Awards soon approaching, we are delighted to announce that ICE has been shortlisted in the Health category for our GET MON£YSMART campaign, which we developed and delivered on behalf of Rochdale Borough Council. The Nudge Awards are organised by Ogilvy Change (part of Ogilvy & Mather UK) and are taking place at the renowned Nudgestock Festival on 12th June 2015 in Folkestone.

ICE created the GET MON£YSMART campaign to raise awareness of the savings and health benefits that people can make by making small, incremental changes to lifestyle behaviours. We used a triangulation of research methods to help put ourselves ‘in the shoes’ #intheirshoes of the target audience and better understand why they engaged in these unhealthy behaviours and spending habits.

The campaign aimed to positively influence the lifestyle choices and spending decisions of the target groups by engaging, educating and empowering them to make changes across multiple unhealthy behaviours that would benefit them financially, as well as their wider health, wellbeing and happiness.

The Nudge Awards (or ‘Nudgeys’) were founded to bridge the gap between behavioural science theory and real world application. The awards aim to highlight and recognise the many ways in which behavioural science is applied by various individuals and organisations. We are particularly looking forward to learning more about the work and methods of other nominees, as well as the chance to network with others who are leading the way in impactful behaviour change campaigns.

Team ICE will be represented on the night by Behavioural Insight Lead Benjamin Buckby and Director Heidi King. ICE couldn’t be prouder to be recognised in the world’s first behaviour change awards. We will be live tweeting from the event and look forward to sharing news of all the winners from the awards as the night unfolds.

To find out more about ICE’s behavioural insight service contact Benjamin Buckby

Vision 2018 Prevention, Self Care and Community Development

Puffell Home Page

Last week we heard from NHS England Chief Executive Simon Stevens and his shared his vision:

First, as a nation it’s time to get our act together on prevention” “It’s a no brainer – pull out all the stops on prevention, or face the music.” 

Across our country we have an opportunity to build a system founded on insight, built on wellness and designed from the needs and desires of citizens.

I have been thrilled by the support we have had for Pathways for Life and Puffell and the vision and energy we have received to get us to this point, as the song goes “We’ve only just begun”.

We don’t have all the answers and we are on a journey of much discovery, what I do know is that we must build platforms from the ground up and that it is essential that we support each other knowing that our purposes’ and mission align. Puffell needs your help, support and engagement to help achieve the tipping point of wellness that we are experiencing in a small way today, we know it must be through a de-siloed system a “wellness ecosystem“ that is supporting not only people who are ill and on a journey to improve, but also to maintain our citizens who are currently well, to help them make good decisions for their future. Lastly and most importantly we need your help to allow Puffell to support those who care for and support us when we are ill or isolated. Our great public sector teams, our nurses, doctors, health care professionals, social workers, teachers, pharmacists, refuse collectors, voluntary sector, you know who you are and we salute and are committed to supporting you.

In times of change, we know that peoples true ethos and beliefs are demonstrated both positive and negative, one thing the ICE team have experienced time and again through our work with many public sector partners is the amazing creativity, passion and care shown lived out on a daily basis in really challenging circumstances. You are essential to us making this transformational journey to a more self reliant and resilient society that will compete in a global market. It is an imperative for you to connect together and take your own new journeys of wellbeing. So my call is for us all to support each other, allow Puffell online and offline to support our public sector organisations to #MakeBetterHappen.

Lets get on a great adventure to living well.

Here are 3 things we would love to make happen!

1) Join in at by registering yourself (and encourage your friends and family to do the same) set simple goals and try it out for yourself.

2) Work with senior managers and heads of service to plan how Puffell and Pathways for Life can be incorporated into working practice/programmes including Making Every Contact Count strategies, values driven performance and wellbeing at work.

3) Consider how your organisation could benefit from a Personalised Dashboard for staff as part of HR/occupational health and workplace wellness approach. Evidence demonstrates how care and outcomes increase as staff and teams take forward their own journey. We would welcome an opportunity to develop this with you.

We have some engagement materials that are already developed to help with education and promotion, which we are very happy to share with you, to tailor them to your own organisation.

We’ve uploaded our Puffell Manifesto on SlideShare

For more information and to arrange to take your next steps please contact me



Help us make Puffell better for a chance to win £50!

Puffell Promises

At Puffell we are always keen to make your experience the best it can possibly be. So we are offering you the chance to win £50 Amazon voucher by taking part in our quick survey.

Your feedback is really important, and the survey should take no more than a few minutes to complete. But be quick! This opportunity to take part closes on the 8 June 2015.

Take part now for your chance to WIN a £50 Amazon Voucher and help us Make Better Happen.

Thank you and good luck!

The Puffell Team

Now, where did I put that book that belongs to whats-his-name …?


This week is Dementia Awareness Week and although many of us have heard of Dementia, how much do we know about the symptoms and risk factors of this condition.

Dementia is a set of symptoms including memory loss and difficulties with thinking, problem-solving or language. It is a progressive condition and according to the Alzheimer’s Society, there are currently 850,000 people with Dementia in the UK, 40,000 of which are under 65. Two thirds of people with Dementia live in the community and with 60,000 deaths a year being directly attributable to Dementia and 670,000 carers of people with Dementia in the UK, it is a wide spread condition that has a massive impact on people’s lives.

Dementia can be caused by various diseases, such as Alzheimer’s, or a series of strokes.

There are many factors which can affect your risk of developing Dementia, some of which we can influence and some that we cannot

 Age is the most significant risk factor

 Genetics – 2/3 of people with Dementia are women

 Having diabetes, depression and some learning disabilities can increase your risk

 Suffering a head injury

 Being a smoker or a heavy drinker

 Poor diet and lack of exercise

 Limited social and mental activity

By improving our diet and activity levels, stopping smoking and reducing alcohol consumption, keeping ourselves socially and mentally active and managing conditions such as diabetes well, we can help to reduce our risk of developing Dementia.

Signs and symptoms to look out for in ourselves or those around us are

 Struggling to remember recent events or things that you have seen, read or watched, but being able to easily remember things from the past

 Forgetting the names of friends or everyday things

 Finding it hard to follow conversations or TV programmes, repeating yourself or losing the thread of what you are saying

 Problems with reasoning or thinking logically

 Feeling anxious, depressed or angry about your forgetfulness or others commenting on this

 Feeling confused even in a familiar environment

There is help available for people with Dementia and treatments which may lessen the symptoms, so if you do have any concerns you should visit your GP. For further details visit or

You can find information and support to help you make important lifestyle changes, together with details of local services to access at or contact the ICE team on

0800 612 4580 or

Make Better Happen with Mobile Responsive Websites

Google’s ‘mobilegeddon’ will shake up search results

ice digital magic

Test your website today using our free tool…

Global search engine, Google has announced that it will be rolling out a new mobile-focused algorithm from this week. This means that organisations with a website that has been optimised for mobiles and tablets will ‘out rank’ those with no mobile or poor mobile sites, and it will be harder for people using mobiles and tablets to find you.

Google expects the change to cause a big impact, potentially affecting traffic and revenue for a number of sites that heavily rely on search results.

The digital team at ICE have created a quick test for all our valued customers to check that their websites will continue to generate high search rankings. Simply add your url address into our tool and you will see how your website will appear across multiple platforms, in an instant. If your website looks good across all the platforms, you’re good to go. If not, please talk to our digital experts. ICE specialise in creating fully dynamic and responsive websites that provide truly engaging user experiences. We’re here to help, advise and build truly engaging user experiences for our citizens and communities.

Talk to The ICE Team

+44(0)151 647 4700 or

The Role of Behaviour Change in Local Authorities Transformation

It is fair to say most public health, organisational development and HR professionals have a good grasp of behaviourICE change theories.

The challenge is understanding exactly how behavioural theories are used in an effective, evidence-based and scalable way. Having spent 16 years supporting local authorities teams deliver outstanding results in their communities, we have witnessed how teams can initially struggle with the concept that behavioural models do not have to be addressed in their entirety and can be ‘bent’ and deconstructed to apply different aspects as part of an ‘intervention mix’. There is also a misconception that behaviour change programmes lack a robust evidence base, or that innovation and trying something new can be risky and expensive.

Our workshops – “The Practical Guide to Changing Behaviours – The Key to Public Service Reform” – help you sort the facts from the myths. In a recent workshop we carried out with public health professionals, participants sparked debates and conversations, thinking about how behavioural theories might apply to specific topic areas such as alcohol, welfare, money and debt management, housing, smoking, healthy weight, physical exercise, social care, education and crime and disorder. Delegates were able to use the learning as a basis to segment and target different audience groups.

At the end of the workshop there is a growing understanding of the science underpinning behavioural theories and how this can be applied to your work, raising pertinent questions and real topical issues such as the role of choice and law in behaviour theories.

Our workshops are co-creative and fully participative with real challenges that can start to be solved. We help to facilitate these conversations within your team and to foster new ways of thinking about the role of behaviour change in health and local government. In one recent session, the concept of moving citizens away from states of dependency to interdependency, supporting themselves and one another (e.g. through peer support networks) instead of relying on organised intervention and the dreaded perception of the ‘nanny state’.

Here is some session feedback received from previous sessions.

“Thank you to all the team for coming over and delivering the Behaviour Change workshop event yesterday. I have to say I have received extremely positive and complimentary anecdotal feedback. Not one person I have spoken to (and I have informally canvassed a fair few opinions) has said they felt they wasted time or it wasn’t, at the very least, thought provoking. No small feat when, as you know probably better than most, there is always a fairly high degree of cynicism and scepticism with this type of subject area and senior teams.“

Your training will be led by Stuart Jackson. Stuart founded ICE in 1999. In his role as Chief Executive, Stuart is a passionate and ethical leader – inspiring and delivering sustainable change in communities and organisations across the UK. He is one of main driving forces and visionary behind ICE, establishing and embedding the unique values that have helped so many companies, communities and individuals to improve their lives and fulfil their potential.

He is passionate about understanding the symbiotic relationships between behaviour, values and culture, and uses this to drive positive social and organisational change with clients and networks spanning central and local government, the NHS, the Third Sector, and private sector organisations.

At present, Stuart is strategically working with senior civil servants and MPs, as well as health leaders, in CCGs, National Commission Board, Hospital Trusts and Pharmaceutical organisations, to drive the self care and well-being agenda. He was invited to present to Royal Society for Psychiatrists on the importance of behaviour change in the provision and commissioning of mental health and wellness services and at the World Social Marketing Conference in Toronto on the role of self care, behaviour change and drug adherence.

This workshop is a good CPD opportunity for senior leaders who provide services in Organisational Development, Service Transformation, Public Health, Social Justice, Neighbourhood Regeneration, Team & Succession Planning, Adult Social Care, Child Social Care and Integration.

Ask us about your behaviour change workshop –

The Role of Social Media in Behaviour Change Social Marketing

Sustainable behaviour change is achieved after more than just the promotion of Health & Wellbeing quotes, tips and Puffell Make Better Happen 3blogs via Facebook and Twitter shares likes and retweets.

It requires change agents / social marketing professionals to get “in the shoes of citizens” and engage in Behavioural Insight Research + Science + Storytelling.

Social Media is a modern communication tool or channel where we can engage with citizens and customers alike, and it can be a very powerful medium to support behaviour change social marketing.

The confusing bit now is that most people that I come across who engage in “commercial social media marketing” on Twitter, for example, use the same hashtag #socialmarketing to promote their products and services as the behaviour change agents from the world of social marketing use when promoting behaviour change #socialmarketing.

Our team here at ICE Creates and Puffell really like the behaviour change campaign #ThisGirlCan, which utilises the power of social media to inspire Health & Wellbeing behaviour change and has some great synergy with how we support citizens to #MakeBetterHappen via engagement on our Health & Wellness platform, Puffell.

Our wellness platform is both a digital platform and an offline set of tools and experiences that supports self-care and self-management for behaviour change in relation to peoples Health & Wellbeing. Join in now for FREE

Email me:, or engage with me on social media via #MakeBetterHappen

Puffell supports International Day of Happiness

I’m very happy that the team at Puffell ( are supporting #InternationalDayofHappiness, day of happiness

Every year, Action for Happiness uses the 20th of March as a platform to launch a campaign to promote positive social action for a happier world. The theme always focuses attention on an important social issue related to wellbeing; this year, our theme is ‘Your happiness is part of something bigger’.

From this I think we fuse in Age UK #NotByMySelfie campaign and show our support (like me going to see my little nan).

“This epidemic of loneliness and isolation has very serious effects. Social isolation is as potent a cause of early death as smoking, and loneliness is twice as deadly as obesity.”

Have a very happy day!


Michael VJ Jones, ICE Creates Ltd (


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