Learn the drivers of behavior for your customers and employees...
Behavior is influenced by many factors - and in order to do a behavior we need to have certain conditions met.
So what are these conditions?
According to the COM-B Model of Behavior Change (Michie et al) these 3 conditions are:
1.
Capability
We need to have the skills or knowledge
2.
Opportunity
We need to have the environment, time, resources and social support
3.
Motivation
We need to want to do a behavior and have reasons to act
It is important to note that motivation is influenced by both capability and opportunity.
As an innovator, change manager, or designer it is important for you to learn how to identify the things that are driving behaviors in your customers and employees and then use those insights to design the right solutions.
Here is a nice sheet that breaks down this behavioral model for you with some examples