Step 1: Setup
- Materials Needed: "Rebel Unravel" deck featuring common behavioral biases, bingo cards with listed biases, markers or chips for marking squares, scenario cards depicting typical customer interactions, flip charts, and markers.
- Room Preparation: Arrange tables or workstations for each team, ensuring easy access to materials.
Step 2: Briefing Participants
- Explain the purpose of the game: to identify behavioral biases in customer interactions and brainstorm strategies to mitigate their effects.
- Provide a brief overview of the "Rebel Unravel" deck and how it will be used during the game.
Step 3: Distributing Materials
- Give each participant a bingo card featuring a grid of common behavioral biases.
- Place scenario cards in the center of each table for teams to reference during the game.
Step 4: Identifying Biases
- Teams draw scenario cards and discuss which biases may be influencing the customer's behavior in each situation.
- Participants mark the corresponding squares on their bingo cards for each identified bias.
Step 5: Strategy Development
- Once biases are identified, teams brainstorm strategies to address or counteract them, focusing on improving the overall customer experience.
Step 6: Presentation of Strategies
- Each team presents their identified biases and proposed strategies to the group, explaining how they would implement them in real-world scenarios.
Step 7: Feedback and Discussion
- After each presentation, facilitate a discussion where teams can receive feedback on their strategies and share insights with one another.
Step 8: Reflection
- Encourage participants to reflect on the biases they identified and the strategies they developed, considering how they might apply these learnings in their roles.
Step 9: Continuous Play
- Continue playing additional rounds of Behavioral Bias Bingo with new scenario cards and bingo grids to reinforce learning and encourage further exploration of biases.
Step 10: Debriefing
- Conduct a debrief session to summarize key learnings from the game and discuss how participants can integrate their insights into their work.
Step 11: Feedback Collection
- Gather feedback from participants on the effectiveness of the game in raising awareness of behavioral biases and fostering collaboration.
Step 12: Follow-Up
- Follow up with participants to see how they have applied their learnings from the game in their daily interactions with customers.
Step 13: Celebrating Success
- Recognize and celebrate teams or individuals who demonstrated a deep understanding of behavioral biases and proposed innovative strategies to address them.
Step 14: Continued Learning
- Encourage ongoing learning and exploration of behavioral economics principles through additional training sessions, workshops, or reading materials.
Behavioral Bias Bingo offers a dynamic and engaging way for participants to learn about and address common biases that impact customer interactions, ultimately leading to more effective and empathetic customer experiences.