As technology and innovation advance at a rapid pace, digital tools are becoming ever more central to how we live, how we work and how we access services – yet many people remain excluded from the digital world and the opportunities it offers.
For local authorities across London, this presents a key challenge: how can we reshape existing structures so that communities across the city, regardless of circumstance, can take part?
Traditionally, behavioural science has tried to tackle challenges like digital inclusion by focusing on individuals; assuming that the core problem lies in a lack of awareness, skills, or motivation. While useful in some cases, this approach often fails to consider the broader context that shapes behaviour: affordability barriers, fragmented service delivery, or misaligned policy incentives.
To truly effect change, we need to look beyond individual ‘deficits’ and instead explore the systems that sustain or prevent equitable and universal inclusion. This is where Behavioural Systems Mapping comes in: a participatory method that recognises systemic barriers and structural inequalities, and advocates for solutions that look at the bigger picture.