Evaluating
Omission Bias
As humans we are loss averse and our brains think action is worse than inaction because if we do nothing and miss out on a gain it feels better than acting and experiencing a negative outcome/loss.
For Example
Consider two scenarios: You observe a distracted individual on their cell phone who may walk into traffic, but you choose not to intervene. You are walking behind a distracted individual who is slow, and in your attempt to pass them, you accidentally push them into traffic. Which scenario is worse? Most people would say the second scenario (B) because an action directly resulted in harm. However, both scenarios are equally tragic, as they both result in the death of a pedestrian. The reason many perceive the second scenario as worse is due to omission bias, which leads us to view harmful actions as more blameworthy than harmful inactions, even when the outcomes are the same.
Similar Biases
Loss Aversion
We tend to remember tasks and goals that are not completed.
Omission Bias in Refereeing: Avoiding Crucial Game-Changing Calls
Research indicates that referees tend to avoid making crucial calls during pivotal moments, such as the final minutes of a closely contested game. This tendency stems from the fear that an incorrect call could be perceived as far worse than making no call at all, illustrating omission bias in action. Referees may prefer inaction to avoid the potential backlash associated with a game-changing decision, even when intervention might be necessary. This behavior highlights how omission bias can influence decision-making, emphasizing the psychological preference for avoiding the perceived consequences of direct actions over the outcomes of inactions.
Understanding Omission Bias in Vaccine Hesitancy
In a study by David Asch in 1994, it was found that many parents avoided vaccines because they believed the possible side effects of the vaccine were worse than the risk of their child getting the disease. Essentially, they felt that doing nothing (not vaccinating) was safer than taking action (vaccinating), even though the opposite is true.
Examining Omission Bias: A Study on Moral Judgments in Competitive Scenarios
In an experiment, participants were presented with the following scenario: John is a talented tennis player, though not skilled enough to go professional. Every year, his tennis club hosts a tournament with a substantial prize, attracting professional players. John reaches the finals, where he is set to compete against a famous professional player. The night before the game, all players dine at a salad bar. John knows that the pro player is allergic to cayenne pepper, which is an ingredient in the house dressing. Participants were then asked to evaluate John's morality in three different actions: John recommends the house dressing to the pro player. John does nothing when the pro player orders the house dressing. John suggests switching to the house dressing after the pro player initially chooses the Italian dressing. The results revealed that 65% of participants found option B (doing nothing) to be less immoral than the other options. This finding illustrates omission bias, where inaction is perceived as more morally acceptable than harmful actions, even when the outcomes are equally detrimental.
Affected Problems
Check the problems below the bias can help you fix in customer experience
Omission bias can be effectively utilized to reduce the anxiety associated with taking action, which is closely linked to the concept of defaults. By setting favorable default options, individuals can avoid the stress of making an active choice, thereby easing decision-making processes and improving overall satisfaction. This approach leverages the natural tendency to favor inaction over action, helping to create smoother and more comfortable user experiences.
Omission bias reduces efficiency because a fear of doing something causes inaction which can result in delays in release of products or service. This results in poor customer experience.
Challenges
Customer Experience Pillars
Application Touchpoints
Interfaces where it can be applied most efficiently
Use Cases
Check the use cases to inspire the application of this behavioral bias
Msheireb Downtown Doha. Customer Loyalty Program Experience Journeys
Msheireb Downtown Doha. Customer Loyalty Program Strategy
Teyaseer. Elevating CX with Real-Time Customer Feedback Integration
Aldar Hospitality. A Comprehensive Approach to Customer Experience (CX)
Aldar Education. Transforming Customer Experience (CX) through the Admissions Process
Aldar Academies. Designing Escalation Strategy for Education
Wasl. Voice of Customer (VOC) Strategy Development
Wasl. Customer Experience (CX) Journey Mapping in Real Estate
Wasl Mobile App & Self-Service Digital Transformation
Wasl. Customer Service Design for Real Estate
Swarovski. Boosting retail CX through mystery shopping strategy & audits
Nudging customers to book services and attend their ladies salon appointments
Emaar Properties. Transforming conversion power, experience & design of a property sales kiosk
Chalhoub Group. Transforming internal culture through a group-wide CX Academy
Reel Cinemas. Complementing journeys & operations with a new cinema info screen UI
Chalhoub Group. Putting customer experience in the center of fashion & beauty retail
City Walk by Meraas: Defining what a shopping & leisure destination of the future is
Transforming group-wide customer experience in Emaar Properties
Level Shoes Behavioral & Customer Experience Transformation
Dubai Properties Real Estate Customer Experience Transformation
Provis & Khidmah: Designing & refreshing the complaint escalation matrix
Aldar Group Customer Experience Transformation
Emaar Customer Happiness Center CX Design & Transformation
Transforming Free Zone Customer Journeys, Processeses and Systems
Renascence Advice
When addressing omission bias in customer engagement, it is crucial to balance its reduction with potential drawbacks. Mitigating omission bias can enhance decision-making and improve customer experience by encouraging proactive behavior. However, if not managed properly, it can lead to decision fatigue and reduce customer satisfaction. To avoid these issues, present options in a way that clearly highlights the benefits of taking action. Ensure that the advantages of engagement are prominently displayed, making the decision process easier for the customer. Providing clear, concise information and framing choices positively can help guide customers towards beneficial actions without overwhelming them. This approach fosters a balanced and informed decision-making environment, enhancing overall customer satisfaction and trust.
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