Bias Breakdown

Step 1: Setup

• Materials Needed: Rebel Unravel deck featuring 36 behavioral biases, scenario cards depicting common customer experience challenges, whiteboards, and markers.
• Room Preparation: Set up a central table for card drawing and areas with whiteboards for team discussions.

Step 2: Briefing Participants

• Explain the objective: To identify behavioral biases in given customer experience scenarios and propose methods to mitigate their negative effects.
• Introduce the Rebel Unravel deck, explaining how each card describes a different bias.

Step 3: Starting the Game

• Teams draw a scenario card that describes a customer experience situation where biases might influence decision-making.

Step 4: Bias Identification

• Teams draw cards from the Rebel Unravel deck to randomly assign biases they must consider within their scenario.

Step 5: Strategy Formulation

• Each team discusses how the drawn bias could be affecting the customer's behavior in their scenario and brainstorm strategies to counteract these biases.

Step 6: Presentation of Strategies

• Teams use the whiteboards to outline their customer scenario, identified bias, and proposed strategy to mitigate it.

Step 7: Peer Review

• After presentations, other teams provide feedback, suggesting additional insights or alternative strategies.

Step 8: Incorporating Feedback

• Teams refine their strategies based on the feedback received.

Step 9: Final Presentation

• Teams present their refined strategies. The facilitator highlights the most innovative and effective solutions.

Step 10: Debriefing

• Discuss the overall impact of behavioral biases on customer experience and how the strategies developed could be implemented in real-life settings.

Step 11: Reflection and Learning

• Encourage participants to reflect on how recognizing and addressing biases can enhance their professional roles and customer interactions.

Step 12: Feedback Collection

• Gather feedback on the game’s design and execution to refine future iterations.

Step 13: Follow-Up

• Schedule a follow-up session to review how teams have applied the insights and strategies in their work environments.

Step 14: Celebrating Success

• Recognize and reward teams or individuals who demonstrated exceptional understanding and creativity during the game.

Step 15: Continued Practice

• Encourage regular review and discussion of behavioral biases within the team to maintain awareness and adapt strategies continually.

This structured approach ensures that participants not only learn to identify and understand behavioral biases but also actively think about practical solutions to improve customer experience based on these insights.