CX Game · Behavioral

Bias Breakdown

A card game where teams use the "Rebel Unravel" deck to identify and overcome behavioral biases impacting customer decisions and experiences.

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Participants

4-12

Facilitators

Seniority

Any

Level

Medium

Learning Objective

Using the 'Rebel Unravel' deck, teams learn to break a customer decision down into the specific biases shaping it and to prescribe a concrete counter-move for each.

How to Play

Setup

Deal each team a hand from the 'Rebel Unravel' bias deck plus two or three customer-decision cards.
Place a shared 'remedy' reference sheet in the middle of the table.
Give each team a worksheet split into Bias / Evidence / Remedy columns.

Rules of play

Teams match each decision card to the bias (or biases) most likely driving it.
For every match, they must cite the evidence in the scenario that justifies the diagnosis.
Teams then prescribe one realistic remedy per bias and score points for feasibility, not cleverness.
Rotate decision cards between teams and compare different diagnoses of the same case.

Debrief

Did any decision turn out to be driven by several biases stacking together?
Which remedies were genuinely actionable next week versus aspirational?
How would you test whether your remedy actually changed customer behaviour?

CX Principle Reinforced

Behavioral economics shows that customer decisions are rarely the product of a single bias — they are layered. Breaking a decision into its component biases turns a vague 'customers are irrational' shrug into a precise design brief.

Pairing every diagnosed bias with a remedy keeps the exercise grounded in action, which is what separates behavioral insight from behavioral trivia.

Format

Participants: 4-12
Facilitators: 1
Seniority: Any
Level: Medium

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