Persuasion – Page 5 – Behavioural Design

The science of how radio stations introduce new songs

Published December 6, 2016 by Anand Damani

From Left to Right – Miley Cyrus, Beyonce, Grimes (Canadian Electronic Artist) Rihanna and Adele

As the major contributor of content on radio is music, the station ought to be playing hit numbers so that listeners keep tuned in. But how can radio stations afford to play only hit songs, if they are more costly? And what about the promotions of new songs? How do new songs get played on radio stations? And how do they become a hit? That got us digging. Here’s what we found.

There’s a company named Polyphonic HMI – a bunch of artificial intelligence experts and statisticians based in Spain – who has created a program called Hit Song Science. Don’t kill us for this. Hit Song Science analyses mathematical characteristics of a tune by comparing the tempo, pitch, melody, chord progression, and other factors against thousands of hit songs stored in Polyphonic HMI’s database. They predicted the success Norah Jones’s Come Away with me that won 8 Grammys, Santana’s Why don’t you and I that reached number three on Billboard charts. (We don’t know what song they predicted incorrectly.)

The program also predicted the success of a song called Hey ya by hip-hop group OutKast in 2003. When industry folks heard Hey ya, they liked it and thought it would become a huge hit. But when the data came in about listeners across radio stations, a huge number of listeners tuned out within the first thirty seconds itself. What went wrong?

One of the pioneers in studying why and how songs become sticky, Rich Meyers, says, “Sometimes radio stations do research by calling up listeners and playing a snippet of a song, and listeners will say, I’ve heard that a million times and I’m totally tired of it. But when it comes on radio, your sub-conscious says I know this song, I can sing along. Your brain secretly wants that song, because it’s so familiar to everything else you’ve already heard and liked.”

Areas of our brain that process music – auditory cortex, thalamus and superior parietal cortex – are designed to seek out patterns and look for familiarity. Music after all is complicated with numerous tones, pitches, overlapping melodies, etc. Our brains crave familiarity in music, because familiarity is how we manage to hear without becoming distracted by all the sound. That’s why songs that sound ‘familiar’ – even if we’ve never heard them before – get sticky.

The problem wasn’t that Hey ya was bad. The problem was that it wasn’t familiar. So radio stations used the trick of sandwiching Hey ya between familiar hit songs to mitigate risk. If stations don’t take risks with new songs people will stop listening. On the other hand, listeners want songs they already like. So by sandwiching them between already hit songs, stations make new songs familiar as fast as possible. Jiten, partner at Boing recording studio, says, “radio stations mitigate risk by playing new songs that are well promoted on audio-visual media like the TV as well.” Makes sense.

Be careful when offering your brand for free

Published November 15, 2016 by Anand Damani

When you give something free, people don’t value it. Even if your brand is being given free as a gift with the purchase of another brand, whether highly priced or not, it could backfire.

Behavioural scientist Priya Raghubir had participants view a duty-free catalog that featured liquor as the target product and a pearl bracelet as the bonus gift. One group was asked to evaluate the desirability and value of the pearl bracelet in the context of it being the gift, and another group was asked to evaluate the pearl bracelet by itself. She found that people were willing to pay around 35% less for the pearl bracelet when they saw it bundled with the target product as a gift, than when they saw it as a standalone product.

This happens because consumers might infer that the product’s manufacturer wouldn’t give away a valuable product for free. People may wonder what might be wrong with the gift or may assume that the gift is obsolete or out of style or isn’t selling or it may be plain junk.

One way of preventing such damage would be to inform consumers about the true value of the gift. So instead of a ‘Free backpack with the suitcase’, it should read ‘Free backpack worth Rs. 1990 with the suitcase’.

This has application for anyone looking to influence others. Says Robert Cialdini, Professor of Psychology and Marketing at Arizona State University, “by pointing out to a colleague that you were happy to work for two extra hours to help finish this important project, because you know how much it means to his/her prospects, you are valuing your time in your colleague’s eyes. Or you could use it to convince people that, in order to avoid having their opinion devalued, they should stop giving you free advice.”

Source: Free gift with purchase: Promoting free gifts with purchase: Promoting or discounting the brand? – Priya Raghubir – Journal of Consumer Psychology, 14(1&2), 181–185 (2004)

Why Behavioural Design is more effective than Advertising at changing behaviour

Published November 8, 2016 by Anand Damani

Advertising is useful for creating awareness of the the brand and making the brand likable through a story. However its too much to expect that viewers would choose that same brand or product when they are actually in ‘buy’ mode. Because today consumers are subjected to thousands of associations everyday and the human brain cannot be expected to revive the desired brand connection at point of purchase or consumption. Behavioural Design, on the other hand, works at this moment of truth and is far more effective at making people act in the desired way. Let us give you an example.

Suppose we wanted to encourage students to drink alcohol in limits and not go overboard. And say we chose advertising as a way to influence them to reduce their drinking. And say we even use the proven persuasive technique of using social norms – people are motivated to behave in line with perceived social norms. So we advertise that 85% of students drink 2 or lesser than 2 drinks when they party. The thinking is that when students know that their peers don’t drink much, it will reduce the amount that they’ll want to drink when they party. And we advertise via posters in colleges in prominent places so that the students would surely notice them.

Though the technique of social norm is persuasive, by the time the students get to the pubs, clubs, parties, wherever drinking occurs, they forget about that piece of persuasive messaging. The disparity between where the students see the persuasive message and where they are when they drink means that the distant voice of the message is likely to be drowned by the here-and-now sounds of cheers, fast music, laughter and an ambience created to shed inhibitions.

It’s unlikely that the same message would work if placed inside the pubs or clubs, especially if students see other students drinking more than 2 drinks. But what if the pubs put playful ‘light cubes’ in students’ drinks. Light cubes that are LED lights enclosed in plastic, emitting flashes of blue and white light, making the drink look like it were flashing the police car lights (blue, white and red in US). That could subliminally remind the students of the presence of cops around and restrict them from going overboard and getting into trouble. That’s why Behavioural Design is more powerful at changing behaviour.

Moving towards Swachh Bharat (Mint)

Published October 3, 2016 by Anand Damani

This article written by us appeared in the editorial section of Mint on 30th September 2016

A couple of weeks back, a video made by a private organization promoting the Swachh Bharat Abhiyan, featuring Kangana Ranaut and other Bollywood actors, went viral. The video depicted the picture of goddess Lakshmi disappearing from photo frames when people indulged in littering. The narrator on the video was Amitabh Bachchan, who said that the goddess of wealth lives only where there’s cleanliness. It ended with a plea by Bachchan and Ranaut to keep the country clean by not littering. Though the government didn’t issue this particular video, it has issued other, similar ad campaigns in public interest that promote the use of a public toilet instead of open defecation.

It is largely believed that ad campaigns change public behaviour by creating a change in people’s mindsets, which in turn leads people to take the desired action. But changing behaviour is not so easy. There are too many assumptions for this model of awareness leading to action.

The first assumption is that people can recall the message all the time. The second assumption is that the message is successful in motivating people to such an extent that it prompts them to act. The third assumption is that at the moment of actual behaviour, people would have the right amount of motivation, and also the ability to act in the desired way. That is a tough ask.

This is not the first time that the government has used ad campaigns to try and change public behaviour. In the recent past, campaigns like Save Fuel, Save Money have been aimed at changing driver behaviour by asking them to switch off car engines at traffic junctions to save fuel. Do you remember the campaign? If you don’t, crores of rupees in the form of advertising have been wasted. But let’s assume you are one of the few who do recall this message. Has it changed your behaviour? Do you now switch off your car’s engine at traffic signals?

Most people don’t. It’s a lot of effort. You need to turn the ignition off every time you wait at a traffic signal. And when the signal turns green, you have to turn the ignition on, listen to frantic honking because you haven’t moved immediately, change the gear from neutral to first if you are driving a manual-gear car, get frantically honked at again, put the hand-brake down, and finally get moving. Even for people who are highly cost-conscious or environmentally conscious, it’s too much effort.

That’s why campaigns are a money-draining and time-consuming way of attempting to change behaviour. In the UK, for example, in the 1970s and 1980s, the government spent millions on TV, radio and billboard ads educating people to wear seat belts. Researchers F.M. Streff and E.S. Geller estimated that by the end of the 1980s, 80-90% of British people had seen these ads eight-nine times each.

One would assume that showing people being launched head-first through their windscreens would make people respond. But it turned out that most people weren’t wearing seat belts. It was when the law changed in 1983, along with strict policing, that most people started wearing them.

Behavioural science suggests that a lot of the messaging on educating people to change behaviour seems powerful and emotional in the spur of the moment, but eventually doesn’t change behaviour because mere awareness rarely leads to action.

Changing behaviour is tough. People don’t always behave in the desired way. People should be exercising regularly, but many don’t. People shouldn’t be overeating, yet many do. The traditional way to change behaviour is to make people aware of the pros and cons of a particular act. But this method is ineffective, because most behaviour is instinctive i.e. subconscious. We aren’t always aware of the reasons for our actions. It takes a lot of time, effort and money to make someone aware of their behaviour, convince them that change is necessary and motivate them to change.

Behavioural science, on the other hand, uses subtle on-time nudges to enable the desired action. It focuses more on the ability to perform the desired action in the last mile than on motivating people. These nudges are based on a combination of behavioural economics, cognitive neuroscience and psychology. The nudges are designed to automate the desired action and for it to take place right at the moment of action.

For example, to reduce honking, we conducted an experiment in which a red button called Bleep was fitted on to the dashboard of the car. When the driver pressed the horn, the red button would begin to beep and flash. In order to switch it off, the driver needed to press the button.

The button made the driver conscious of the habit of honking by giving him immediate feedback in order to reduce indiscriminate honking. In a six-month experiment, Bleep reduced honking by 61% on average.

Similarly, a nudge was used in Copenhagen, with green footprints painted on the ground, pointing the way to the nearest garbage bin, that reduced littering by 46% by painting.

Meanwhile, to keep India clean, we first need dustbins that are easily accessible and cannot be stolen. They could be designed to include that extra bit of motivation for use—for instance, by having two sections and a question such as: “Who’s your favourite actress: Kangana or Deepika?”.

How to turn your weakness into your strength

Published September 20, 2016 by Anand Damani

There have been many well-known cases of brands touting their weaknesses and being liked for it. Avis car rental’s memorable slogan ‘We’re No.2. We try harder’ that meant when you’re not no.1, you have to try harder. Or 1950’s Volkswagen Beetle’s campaign that Beetle wouldn’t win any beauty contests, but its strengths were durability, fuel economy and price. Or Stella Artois’ ‘Reassuringly expensive’. In fact the third largest auto insurance company in the US, Progressive Auto Insurance is known for letting its customers know about its competitors rates too. Although Progressive clearly has better rates in many instances, it’s not always the case. Inspite of this Progressive has grown successfully.

Social scientists Valerie Trifts and Gerald Haubl also support Progressive’s practice. In their study participants looking to buy books online were more likely to shop from a moderately priced bookseller when that bookseller also provided its competitors prices, which were sometimes lower.

Why does this strategy work? “Arguing against your self-interest,” says Robert Cialdini, “creates the perception of honesty and trustworthiness. This puts you in a position to be more persuasive when promoting your genuine strengths.”

This persuasion technique could even be applied when selling your car. Volunteering negative information about the car, especially information that the prospect would be unlikely to discover by himself/herself should do some good for his or her trust in you and your vehicle.

However, it’s important to keep in mind that this strategy can be effectively used only if your weakness is genuinely a minor one in comparison to your strengths. Like Francois, the 17th Century French writer and moralist, wrote, “We only confess our little faults to persuade people that we have no big ones.”

Source: Valerie Trifts and Gerald Haubl – Information Availability and Consumer Preference: Can Online Retailers Benefit from Providing Access to Competitor Price Information? – EBusiness Research Center Working Paper 06-2002

How to show off without being labeled as a show-off

Published October 25, 2023September 14, 2016 by Anand Damani

Here’s an interesting story we chanced upon that overcomes the dilemma of being seen as a show-off when you may be trying to establish your credentials.

There is a certain real estate agency in the US, which has a sales and a rental division. Customers who would call the agency would typically first speak with a receptionist who, having identified which division they needed to speak with, would say, “Oh, rentals, you need to speak to Penny.” or “You need the sales division, you need to speak to Sheldon.”

Upon the recommendation of a group of behavioural scientists – Robert Cialdini and colleagues – the receptionist started using a slightly tweaked approach. The receptionist would now say, “Oh, rentals, you need to speak to Penny, who has over fifteen years of experience renting properties in this neighborhood. Let me put you through now” or “I’m going to put you through to Sheldon, our head of sales. Sheldon has twenty years of experience in selling properties like yours.”

Everything that the receptionist spoke was true. But for Penny or Sheldon to say the same thing would have been have been at the risk of being liked less and seen as boastful and self-promoting and as a result, not as persuasive. The customers ignored the fact that this introduction came from someone who was connected to Penny and Sheldon and would benefit from this kind of introduction. Penny and Sheldon reported a significant rise in the number of appointments post this Behavioural Design nudge. Lastly, but most importantly, the intervention was costless to the company.

No wonder, inspite of written recommendations being a prominent feature of Linkedin, it has further introduced recommendation of skills, to enhance the user’s credibility as well as LinkedIn’s usability.

How reframing choices, changes our decision

Published August 31, 2016August 31, 2016 by Anand Damani

(In the illustration did you first see a rabbit or a duck?)

Consider the following situation. Imagine that India is preparing for the outbreak of a disease, which is expected to kill 600 people. Two alternative treatments to combat the disease have been proposed.

If Treatment A is adopted, 200 people will be saved.

If Treatment B is adopted, there is a 1/3^rd probability that 600 people will be saved and a 2/3^rd probability that no people will be saved.

Which one do you prefer?

Most likely you prefer the certain option – Treatment A over the gamble – Treatment B.

Now lets consider a second version of the situation:

If Treatment A’ is adopted, 400 people will die.

If Treatment B’ is adopted, there is a 1/3^rd probability that nobody will die and a 2/3^rd probability that 600 people will die.

Which one do you prefer?

Most likely you prefer the gamble – Treatment B over the certain option – Treatment A.

Now look closely and compare the two versions: the consequences of Treatment A and A’ are identical and so are the consequences of Treatment B and B’. However, your options most probably differed. Did you choose to save 200 lives for sure in the first version and chose to gamble rather than accept 400 deaths in the other?

Embarrassed? So were we. Even when this test was shared with public health professionals in the US, they were swayed by this framing effect!

Daniel Kahneman, nobel-winning behavioural economist, explains the rationale behind our decisions. In his book ‘Thinking Fast and Slow’, he says “Decision makers tend to prefer the sure thing over the gamble, when the outcomes are good. They tend to reject the sure thing and accept the gamble, when both the outcomes are bad. Risk-averse and risk-seeking preferences are not reality-bound.”

This shows how a small manipulation can have drastic impact on decision-making. And if you still believe that we humans behave rationally, think again.

Clocky & Tocky – Alarm clocks that literally get you off your bed

Published August 23, 2016 by Anand Damani

Have trouble waking up in the morning? Do you hit snooze on the alarm repeated like me, only to go back to bed and wake up later to realize that you are, as usual, late?

Here are two interesting products of Behavioural Design that could be of help. Clocky and Tocky are products created by Gauri Nanda, an MIT grad. Clocky is an alarm clock with wheels. When it’s time to wake up, these alarm clocks leap off your nightstand and run away beeping to ensure you’re awake. Tocky even lets you load your own wake up message or your favourite song.

See them in action by clicking here.

If you want something to happen, write it down

Published June 22, 2016 by Anand Damani

Hopefully by now you are beginning to appreciate how a seemingly small design intervention can make a huge difference in behaviour change. Here’s one more story that illustrates this point.

British psychologistsPaschal Sheeran and Sheina Orbell conducted an experiment in two of Scotland’s busiest orthopaedic hospitals. The participants were elderly patients from low and middle class households, who had undergone hip or knee replacement surgeries.

Recovering from a hip or knee surgery is incredibly arduous. While recovering the smallest movements can be excruciating. But it is essential that patients begin exercising almost as soon as they wake from surgery, even before the muscles and skin have healed, or the tissues will clog the joint, destroying its flexibility. But exercising is so painful that many patients skip out on rehab sessions, especially the elderly ones.

So the patients were each given a booklet after their surgeries that detailed their rehab schedule, and in the back were thirteen additional pages – one for each week – with instructions: My goals for this week are _________________? Write down exactly what you are going to do. For example, if you are going to walk this week, write down where and when you are going to walk.

Three months passed. The patients who had written exact plans in their booklets had started walking twice as fast as the ones who had not, as well as, getting in and out of their chairs, putting on their shoes, doing laundry, all of it much faster, than the ones who had not written anything in the booklet. Why did that happen?

The psychologists examined the booklets of those who had filled it and found it filled with specific detailed plans about the most mundane aspects of recovery. Like one patient wrote that he would walk to the bus stop on a particular day to meet his wife coming back from work at 3:30pm and the time he would leave, the route he would walk, what he would wear and which pills he would take if the pain became too much. Someone else who would exercise each time she would go to the bathroom, wrote that she would automatically take the first step right away after standing up from the couch, so that she wouldn’t be tempted to sit down again.

All focused on how they would handle a specific moment of anticipated pain. They built plans around inflection points when they knew their pain – and their temptation to quit – would be strongest.

Patients who didn’t write out any plans were at a significant disadvantage, because they never thought ahead about how to deal with pain. They didn’t deliberately design their habits. So their resolve abandoned them when they confronted the first few steps.

So if you want something to happen, write all the steps down.

Source: Paschal Sheeran and Sheina Orbell – Implementation intentions and repeated behaviour: augmenting the predictive validity of the theory of planned behaviour – European Journal of Social Psychology Volume 29, Issue 2-3, pages 349–369, March – May 1999

We learn better from failure than success

Published May 31, 2016 by Anand Damani

I’m sure you’ve been through many training programs or ‘workshops’ as they are commonly called if you’ve been part of corporate culture, no matter which part of the world you are from. Besides these workshops being much-wanted breaks from regular work, we have doubts about how many translate to improving real productivity. Most of the training programs focus exclusively on the positive – on learning how to make good decisions via successful cases, but behavioural science shows that there is a better way of training.

Behavioural scientists Wendy Joung, Beryl Hesketh and Andrew Neal chose a group of firefighters as participants because their decisions carried important consequences. Training and development sessions were conducted amongst two groups of participants that included several case studies. One group learned from case studies that described real-life situations in which firefighters made poor decisions that led to negative consequences (error-based training). The other group learned from case studies in which firefighters avoided negative consequences through good decision-making (success-based training). Researchers found that firefighters who underwent error-based training showed improved judgment and were able to think more adaptively than those who underwent success-based training.

The reason for the efficacy of error-based training is that it increases attention of participants during training and makes the training a more memorable experience. The discussions after each case study in the error-based group were much more animated, with participants eager to find better ways to have resolved a problem and avoid mistakes, while the success-based groups were more subdued in their conversations and otherwise indicated that they were less engaged overall. Engaged trainees are going to learn more and retain more than their less-engaged colleagues.

So the next time you think of conducting a workshop you could benefit by having case studies, videos and anonymous testimonials of mistakes followed by a discussion of what actions would have been appropriate to take in those similar situations.

Source: Wendy Joung, B. Hesketh, A. Neal – Using war stories to train for adaptive performance: Is it better to learn from error or success? Applied Psychology: An International Review: 55, 282-302 (2006)

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