Eva is a Manager in the NSW Behavioural Insights Unit (BIU). She is qualified in behavioural economics and has extensive experience in applying behavioural insights to improve customer outcomes across multiple jurisdictions. Eva has led field experiments and program redesign in service and policy areas including Covid-safe behaviours, domestic violence, cyberbullying, drought resilience and regulatory compliance.
Eva is passionate about eliminate sludge and creating the best customer experiences. She leads the BIU’s sludge program of work and sludge audit method which has been applied widely across NSW government to make services easier, better and more inclusive. The method draws on behavioural science to identify and quantify the frictions in a customer process, apply evidence-based strategies to address them and measure the impact of improvements.