Don't Listen To Your Customers - Do This Instead | Kristen Berman | TEDxBerlin

Amazing ... thanks

My favourite expression is, "Never ask the Deer how to hunt."

I always wash my hands.

great talk!! Behavioral science FTW!

She's a social scientist right? Why is she saying the person selling the product, is the problem and needs to make adjustments? Every mainstream company listens to the customer and the worst of the worst at that. At what point did a brand become separate from the people running it? That's why this sounds like. Customers are just people that work at companies. It's literally a cycle with socioeconomic differences. The more money and influence a person has, the more opportunities they have to advance or stay at the top. Everyone is buying from a brand.

Ddd

Very good talk. But it sounded like a pitch to me. "Don't use surveys, hire us to do behavioral design instead."

in other words... you tricked them.

47

This is a nice talk not my cup of tea. The title of the video is misleading and non applicable to most sales businesses and customer service situations. This instead is a great model for indirect marketing, and these are good statistics for people who do not interact with human beings on a day to day basis.

So true. Great info!

This is why data science works, instead of asking you, they just observe your actions and design products suited for you

Amazing

Great talk, very informative and engaging!

Customers, are a vital part of any business. Maintaining that constant stream and flow between yourself and them can prove to be quite taxing.
Thank You

Very charismatic lady, and great topic

OMG .. this is my third time to watch this video .. great job

The tacit promotion sequentially guess because bakery expectedly remain worth a ad criminal. tense, hapless pie

In the financial aid experiment, wasn't them inducted to fill the document making them wrongly think that they could lose their application if they did not fill the form? I think it was an unfair comparison, you fill because you are misleading the information about the application mandatory steps.. I am a little confused with this issue. What do you think?

what if the government and all of our jobs are going ro fall apart within 3 years then i guess the advice would be tottaly different lol

We assume, in future WE WILL BE IDEAL VERSION OF OURSELVES

Golden Statement

Behavioral design is the future of marketing:-)Respect

What an interesting science!

people are washing their hands now !!

I Eat 🍫 in the mornings before breakfast.

I also recommend Dan Ariely´s work, he is her partner and they have been working on behavioural economics for years.

Oohh this is actually apple design product do...

Excellent learning experience. Thank you.

Hmm, I don't get this. In UX research we're already aware that what users do is not what they say. There is a whole book about it. And, I don't think that the "behavioral diagnosis" can be a reliable and valid assessment. There are a lot of variables that play into decision making - genes, hormones at the moment, diseases, how you slept today, did you had an argument with a close friend or relative, socio-economic status, relationship status, what you ate yesterday, did you do enough exercise and many many more that we know or don't know about. How could this behavioral diagnosis can be valid and reliable? We cannot go through everything that influences behavior. Therefore, this is just another subjective guess. And it would take a huge amount of time to get it. Imagine, before every interview you ask the participant 20-30 questions about what they ate, how they slept, etc. and then going to another 20 product questions. After 1 hour people just want to leave the interview and don't care about the answers they give. Then imagine the complexity of the analysis. It just seems not applicable in the fast moving industry. Also, Kristen is trying to get you to subscribe to one of her courses and doesn't explain fully her methodology. Seems like a lot of complex words thrown to make you enroll for their courses. Better follow the established UX methodologies by Jacob Nielsen and Don Norman.

Did she watch Dan Ariely's videos ?!? from bathroom hand washing to being a better self in future it came across like she ripped off of Dan Ariely. Now I don't know who is the orginal one :D Dan's was more entertaining and came across authentic though :)

It is nice that finally we see a behavioural scientist who shows the connection between behavioural science and design thinking, even though she does not name it this way. Which is a shame and makes the main shortcoming of the presented approach - behavioural design. Ethnographic research methods (which actually are used in design thinking and business design) are nothing like traditional customer surveys mentioned in the talk. This generalisation about what listening to customers looks like is unfortunate because it shows that the speaker is not familiar with the research part in the process of business design. This may be the reason why it is not mentioned that the actual proposal of user behaviour observation -so called behaviour design - is expressed exactly in the same terms as business design and design thinking (including the mapping of behaviours, which are commonly known customer journey mapping). The latter ones were defined long before behavioural scientists started working with companies this way, and necessarily entail a behavioural science element. The new approach, however, falls back to the fault that business design aims to overcome by introducing empathic approach to understanding customers. The presented approach removes empathy from customer research because of the positivist origin of the discipline.


Behavioural science surely can contribute greatly to business design. It would be much more thrilling to see how the two disciplines can intersect, and where there are, if any, methodological incompatibilities. For this, however, knowledge of both is needed.

wonderful talk!

Awesome video! Got a lot of laughs as well :)

Such a powerful talk. Bravo! I am inspired to redesign my world for the behavior change I want to create. But will I actually do it?
Favorite line: "Social media should help us connect but we are lonelier than ever"

Excellent talk Kristen!

this woman is the brene brown of behavioral economics. this talk is fuego.

SUCH a great talk, full of so much wisdom. Changing our approach to product testing!

bruh

Loved “also me”

Great job Kristen!

must watch for those interested in behavioral economics.