Here is a great checklist for delivering better experiences.
To explain the checklist, let me show you an example from my experience:
The Company
A Large Organization working on a Transformation (internal):
The Scenario
A transformation team is brought in or created and wants to make quick wins.
They identify that there are systems that need to be replaced and modernized, and force the rest of the organization to adopt these new systems.
What I have personally seen happen is that the systems get implemented, and no one adopts them.
Why? - well let's look at the NEAR Checklist:
Normal (N):
-Social Influences: To make a behavior seem normal, focus on the influence of peers, social norms, and group dynamics. Emphasize how others are adopting or benefiting from new systems.
-Social/Professional Role and Identity: Highlight how the new system aligns with the user's identity and roles, making it feel like a natural fit in their life or work.
Easy (E):
-Skills: Ensure that users have the necessary skills to engage in the behavior. This might involve training or user-friendly design.
-Environmental Context and Resources: Reduce environmental barriers to behavior. This includes making sure that the necessary resources are easily accessible and that the physical or digital environment supports the behavior.
-Memory, Attention, and Decision Processes: Design the product to minimize cognitive load and simplify decision-making processes.
Attractive (A):
-Reinforcement: Use positive reinforcement to make the behavior more appealing. This could include rewards, incentives, or positive feedback.
-Emotion: Address emotional factors that might influence behavior. Ensure that the experience of using the product or engaging in the behavior is positive and satisfying.
-Beliefs about Consequences: Emphasize the beneficial outcomes of adopting the behavior or product. Clearly communicate how it can lead to positive results or prevent negative outcomes.
Routine (R): -Use prompts and cues to trigger the behavior.
-Behavioral Regulation: Include elements of self-monitoring, planning, and goal-setting to help integrate the behavior into regular routines.
-Optimism: Foster a sense of optimism about the behavior becoming a routine part of life. Encourage the belief that integrating this behavior or product is achievable and beneficial.
There are other frameworks like EAST from the Behavioral Insights Team, but NEAR-AFAR is a nice alternative to explore - (NEAR-AFAR was created by Susan Michie and Robert West from UCL)
What do you think of it...
I'll share tomorrow the AFAR part....