Evaluating

Priming Effect

Our brains utilize schemas as shortcuts to make sense of the world, helping us categorize information efficiently. These schemas can be triggered by sensory inputs such as smell, sight, and sound. While these triggers can accelerate decision-making, they can also lead to poor decisions due to the reliance on pre-existing mental frameworks rather than thorough analysis.

For Example

Human facial expressions often prime our behaviors. For instance, if you feel nervous but see an audience smiling, you unconsciously notice this and it calms your nerves. Facial expressions are ubiquitous; even in text, seeing a smiley face emoticon can cause us to unconsciously smile too.

Similar Biases

Anchoring

We tend to remember tasks and goals that are not completed.

The Evidence

The Impact of Priming on Student Behavior

n an experiment, John Bargh tested the effects of priming by asking a group of students to unscramble words and then wait for him to check their work. Some students were given aggressive words to unscramble, while others received words associated with patience. The results showed that the students who unscrambled aggressive words became more frustrated while waiting for the researcher to check their answers compared to those who unscrambled words related to patience. Bargh attributed these differences in behavior to the effects of priming.

The Evidence

The Influence of Store Environment on Wine Sales

A wine store conducted an experiment to test the effect of the store environment on wine sales by playing French and German music on alternate days. The results indicated that on days when French music was played, sales of French wine significantly increased, with a ratio of 5:1 compared to other wines. Conversely, on days when German music was played, customers purchased more German wine, with a ratio of 2:1. This study illustrates how environmental cues, such as music, can influence consumer purchasing behavior and preferences

The Evidence

In an experiment, participants were asked to hold a cup of coffee for the researcher before starting the experiment. One group held a warm cup of coffee, while the other group held a cold cup of coffee for about 15 to 25 seconds. Subsequently, all participants were given a card with information about the same individual. The results indicated that participants who held the warm cup of coffee rated the individual as happier and more social. In contrast, those who held the cold cup rated the individual more negatively. Researchers attributed these differences in perception to the effects of priming, demonstrating how physical sensations can influence social judgments.

Affected Problems

Check the problems below the bias can help you fix in customer experience

Features

Price

Time

Priming assists our brain by creating shortcuts that facilitate faster decision-making. However, it also has the potential to slow down thinking by activating specific associations that may require more cognitive processing. This duality demonstrates how priming can streamline certain cognitive tasks while complicating others, depending on the context and the nature of the associations triggered.

Experience

Efficiency

These should appear once a challenges is submitted

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Customer Experience Pillars

Here I need 10 horizontal dots, the ones that empty can't be clicked, others that are lit (blue color) can be clicked and content shows. A small text. Each dot has a name like Recognition, Integrity, expectations etc.

We should have two rows - one for Higher Order Needs and the other one for Lower Order Needs

Challenges

Customer Experience Pillars

Application Touchpoints

Interfaces where it can be applied most efficiently

Instruction for below blog

In the blog below, it would lead to our normal blog, with regular page structure, but once a blog article is published we should have an option to check if it's a bias realted USE CASE. Then it attributes it to this bias and lead the traffic to a generated page which has only posts / USE CASES related to this bias.

Behavioral Blog

Use Cases

Check the use cases to inspire the application of this behavioral bias

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Teyaseer. Elevating CX with Real-Time Customer Feedback Integration

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Aldar Hospitality. A Comprehensive Approach to Customer Experience (CX)

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Aldar Education. Transforming Customer Experience (CX) through the Admissions Process

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Aldar Academies. Designing Escalation Strategy for Education

Aldar Academies developed a comprehensive escalation strategy to enhance customer support operations. This strategy introduced an 8-level priority system, 4 escalation stages, and a detailed escalation matrix to streamline case management and ensure timely resolution of issues.
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Wasl. Voice of Customer (VOC) Strategy Development

Implemented a comprehensive Voice of Customer (VOC) strategy for Wasl, analyzing four distinct customer types and covering 100+ touchpoints across customer journeys. A closed feedback loop was established to drive continuous customer insights, enhance service delivery, and improve overall satisfaction.
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Wasl. Customer Experience (CX) Journey Mapping in Real Estate

Defined over 90 stages and developed 18 detailed customer journeys for Wasl, spanning residential, commercial, and land leasing categories. Conducted four workshops to align stakeholders on improving customer-centric experiences and optimizing processes for future journey enhancements.
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Wasl Mobile App & Self-Service Digital Transformation

Developed over 500 wireframes and conducted a comprehensive audit of 300+ screens to optimize Wasl’s digital platforms. Created two digital strategies to streamline user journeys, focusing on a super app versus specialized apps to enhance customer experience and operational efficiency.
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Wasl. Customer Service Design for Real Estate

Renascence conducted a comprehensive customer service analysis for Wasl, a leading real estate developer in Dubai, to drive digital transformation and enhance customer experience through data segmentation, pain point identification, and strategic recommendations.
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Swarovski. Boosting retail CX through mystery shopping strategy & audits

Explore how Swarovski leverages mystery shopping insights to refine customer experiences (CX) and encourage positive shopping behaviors through targeted engagement strategies.
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Nudging customers to book services and attend their ladies salon appointments

The goal of the project was to encourage customers to make bookings after calling & improve attendances of all bookings made.
Zeigarnik Effect

Emaar Properties. Transforming conversion power, experience & design of a property sales kiosk

Emaar asked us to check how effective their current kiosk was and come up with a set of improvement or a model that can become a benchmark amongst property sales kiosks.
Zeigarnik Effect

Chalhoub Group. Transforming internal culture through a group-wide CX Academy

Our engagement with Chalhoub Group was about educating several retail brands on the importance of CX and showcasing an approach to customer experience design.
Zeigarnik Effect

Reel Cinemas. Complementing journeys & operations with a new cinema info screen UI

Reel Cinemas decided to transform the space, revamp operations by digitising them & reducing the human factor. The new screen was supposed to complement the transformation.
Zeigarnik Effect

Chalhoub Group. Putting customer experience in the center of fashion & beauty retail

Supporting Chalhoub Group in building a CX practice that would then take over the group's customer experience intiative and arming them with a bullet-proof cx design toolkit
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City Walk by Meraas: Defining what a shopping & leisure destination of the future is

How one would define a destination of the future? How can a group manage multiple destinations of different formats and consistently deliver to a range of customers?
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Transforming group-wide customer experience in Emaar Properties

Multiple departments, multiple business verticals, 18 months of engagement and many great products
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Level Shoes Behavioral & Customer Experience Transformation

Our efforts were aimed at understanding the customer and the way he shops in the fast-paced retail environment to build a cutting edge experience around him.
Sunk Cost Fallacy

Dubai Properties Real Estate Customer Experience Transformation

From signing a SPA, through the journey of becoming a homeowner in Dubai
Sunk Cost Fallacy

Provis & Khidmah: Designing & refreshing the complaint escalation matrix

As part of the engagement we were tasked to define the complaint management approach: deliver the escalation matrix with cases, SLAs, roles & priorities.
Sunk Cost Fallacy

Aldar Group Customer Experience Transformation

The engagement was driven by the group management. The effort was aimed at making Aldar a company that is driven by customer-centric solutions and services
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Emaar Customer Happiness Center CX Design & Transformation

The goal of the project was to understand how well the customer happiness center supports, guides, navigates & satisfies customers
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Transforming Free Zone Customer Journeys, Processeses and Systems

We redesigned all processes from the ground up with a customer centric approach to enable a new improved customer journey.
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Renascence Advice

When leveraging priming in customer engagement, it is crucial to balance its benefits with potential drawbacks. Effective priming can enhance decision-making and streamline cognitive processes, thereby improving customer experience by making interactions more intuitive and satisfying. However, unethical use of priming can lead to manipulation and loss of trust, as customers may feel their decisions are being unduly influenced. Additionally, excessive reliance on priming can overwhelm customers, leading to cognitive overload and decision fatigue. To avoid these pitfalls, it is essential to use priming ethically and transparently, ensuring that it supports rather than manipulates customer decisions. Provide clear, straightforward options that facilitate positive experiences without overcomplicating the decision-making process.

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