What it is
People modify their behavior when they know they are being observed.
How it shows up in CX
Customers act differently when they believe they are being monitored, impacting interactions and feedback.
CX pillars it strengthens
RecognitionIntegrityExpectations
How to design with it
1
Improve transparency.
2
Let customers know when they are being observed for insights.
3
Reduce observer bias.
4
Design surveys and feedback systems that minimize behavior changes.
5
Leverage observation.
6
Create environments where customers naturally behave as they would unobserved.
Supporting biases
Social Desirability BiasObserver Effect
Opposing biases
Authenticity BiasNatural Behavior Effect
Related biases
Behavioral Biases
Design with behavior, not against it.
Explore more biases, or work with us to apply behavioral science to your customer experience.