Turning AI plans into repeatable behaviour at scale

Snapshot

Move organisations from AI curiosity to day-to-day performance without another tech-led pilot.

Challenge

Behavioural Director: Led vision, research, design, and build of the full Human-AI Performance Suite.

My role

5 Performance Levers, 4-layer product, 15-question diagnostic • Toolkit revenue increasing • Pilot sites lined up across 4 sectors.

Impact

The problem

Even the smartest AI tool stalls without the right supporting habits:

• Skill doesn't equal confidence - people freeze when the perceived risk outweighs the reward.

• Massive trust gaps - black-box outputs spark second-guessing and quiet work-arounds.

• Workflow friction - extra clicks and confusing hand-offs kill daily uptake.
  
  

Infosys Consulting asked: How can we get the problem-solvers at Infosys Consulting to start using AI tools confidently and regularly in their daily work, so they can work smarter, innovate more, and deliver real business value?

Approach

1. Behaviour Bootcamp

I ran a seven-week sprint with ten leads across design, research and change. We reframed adoption as a behaviour challenge, then mapped friction through interviews across finance, health, telecoms, and government. Three stats crystallised the risk:

• 75% trusted AI until its first visible error, then confidence nosedived.

• 45% said discussion shrank when “AI joined the room”.

• Only 12% felt clear on data use.
  The team shifted from “train harder” to “design for drivers first”.

Bootcamp spotlight
Infosys Behaviour Cohort

• Question: “How do we turn AI hesitation into confident, everyday use among designers, creatives, and decision-makers?”

• Insight: Hidden AI use (“AI guilt”) and fear of judgment, not lack of skill, kept adoption underground. Momentum depended on peer advocacy and visible leadership support, not more tutorials.

• Action: Co-created plain-language AI-use guidelines, launched an AI Champions peer network, ran safe-to-try labs, and paired managers with champions for tailored micro-coaching.

• Shift: From “run more training” ➜ to “design psychological safety and peer momentum first.”
  

2. System Build

I clustered 50+ behavioural friction points into five Performance Levers: Trust, Enable, Fit, Capability, Adapt. And engineered a repeatable system:

• Designed and developed a 3-part card based toolkit containing the common AI mindsets, behavioural patterns and micro playbooks.

• Wrote flagship methods (AI/Me/We Canvas, Policy Translation, Ownership Radar, Context Checkpoint).

• Built a 15-question diagnostic to pinpoint the blocking lever in minutes.

• Packaged everything into a 90-day Pilot Sprint Pack with success-metric templates.

Outcome: teams can self-serve, no external coach needed.

Product spotlight
Four layers that lock together

1. HAPS Strategy - five-step roadmap that moves teams from doubt to habit.

2. HAPS Diagnostic - fifteen quick questions pinpoint the lever blocking performance.

3. HAPS Methods - plug-and-play methods remove the exact friction discovered.

4. HAPS Toolkit - pattern, profile, and playbook cards give facilitators real-world snapshots of behaviours on the ground.

Together they let any team diagnose, act, and prove impact.

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