DRS2018

DRS2018

University of Limerick
Contact info:
  • Anne van Lieren
  • Livework Insight
  • Spaces, Hofplein 20
  • 3032 AC Rotterdam,
  • Netherlands

Influencing behaviour beyond nudging

Many thanks to all fellow DRS2018 delegates for an engaging and inspiring conference discussing the power of design as a catalyst of change. Here you can find my presentation on Rational Overrides; influencing behaviour beyond nudging and my conference paper

Service organisations struggle to understand and change customer behaviour since it is complex, dynamic, multidimensional and very often not rational. Behavioural sciences can provide us with the ability to fundamentally understand, predict and guide customer behaviour. While service designers increasingly use nudging interventions, we propose that different efforts are needed to increase the chances of having a durable impact.

Frictionless experiences are not the holy grail

We introduced rational overrides as an additional approach for influencing behaviour in services at the DRS conference in Limerick. Rational overrides introduce micro moments of friction in the customer journey, which makes customers more active and aware. Livework has collaborated with the Delft University of Technology to develop a toolkit to support service designers, clients and stakeholders to understand and design effective behavioural interventions.

Don’t hesitate to contact us if you would like to continue (or start) the discussion!

Best, 

Anne

Get my conference paper here!
Rational overrides: influencing behaviour beyond nudging

In this collection

Nudges aren’t the holy grail of behaviour change Magazine
July 2018

Nudges aren’t the holy grail of behaviour change

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Bridge the gap between behavioural economics and customer experience Magazine
October 2016

Bridge the gap between behavioural economics and customer experience

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Your customers are more than a sales opportunity Insight
04 April 2018

Your customers are more than a sales opportunity

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