Bias Breakdown

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