The new UBER app: a behavioral scientist overview

Uber recently revamped its mobile app used by riders. Very interestingly, most changes are based on popular behavioral tendencies. Let’s use the ICAR Behavior Analysis Framework to classify the changes and their impact. Note: this is not meant to be an exhaustive analysis of the new UBER app, [...]

The new UBER app: a behavioral scientist overview 2017-01-18T22:07:07+11:00

Target both objective and subjective customer satisfaction drivers

Behavioral Interventions are usually aimed at improving one or more of 3 key metrics: direct revenue generation customer satisfaction operational efficiency Leaving the first metric aside, let's focus on customer satisfaction. The impact of a BI can be both direct and indirect. An example of an indirect impact would be [...]

Target both objective and subjective customer satisfaction drivers 2015-11-17T17:29:44+11:00

Making people walk more so they wait less increases their satisfaction

Via Alex Stone in the NYT (take it with just a small grain of salt as I couldn't locate the original research, but the NYT editors should have done their job right and checked it). The first paragraphs say it all and it's an excellent case study: SOME years ago, [...]

Making people walk more so they wait less increases their satisfaction 2017-02-23T12:12:11+11:00