Bias, Uncovered Understand Bias to Build More Inclusive Products/Services and Teams Crystal C. Yan (@crystalcy) @crystalcy | #biasuncovered crystalcyan.github.io 

I’m Crystal Yan I’m a product manager and designer with a background in economics, specifically, behavioral science. You can find me at @crystalcy Hello! ✋ @crystalcy #biasuncovered 

● Three biases ○ Anchoring Bias ○ Confirmation Bias ○ Social Proof ● Q & A Today’s agenda @crystalcy #biasuncovered 

1. Anchoring Bias relying on the first piece of information offered 

Anchoring Bias: Subscriptions @crystalcy #biasuncovered 

Anchoring Bias: Subscriptions @crystalcy #biasuncovered 

Anchoring Bias: Subscriptions @crystalcy #biasuncovered 

Anchoring Bias: Beer Menu @crystalcy #biasuncovered 

Anchoring Bias Why it matters Impact on product pricing, sales/discount strategy Impact on salary negotiation Key takeaways 1. Experiment with different pricing tiers offered 2. Align salaries to market rates and levels @crystalcy #biasuncovered 

2. Confirmation Bias people tend to interpret new information in a way that supports existing beliefs 

Confirmation Bias: Social News Think about the last article you read because someone you’re connected with posted it on social media @crystalcy #biasuncovered 

@crystalcy #biasuncovered Confirmation Bias: Red Feed, Blue Feed 

Confirmation Bias: At Work ● In decision-making: diverse voices interpret new information differently ● In employment: interviewing @crystalcy #biasuncovered 

Confirmation Bias Why it matters Impact on exposure to interpretations of new ideas and team decision-making Impact on hiring diverse teams Key takeaways 1. Make sure breakthrough ideas don’t get killed too early - encourage brainstorming individually as well as together 2. Improve interview processes with blind resume reviews, and hold revealing previous scores and notes @crystalcy #biasuncovered 

3. Social Proof people assume the actions of others to try to reflect correct behavior 

Social Proof: Canned Laughter & Conducting User Research @crystalcy #biasuncovered 

Social Proof: Halo Effect @crystalcy #biasuncovered 

Social Proof: Pricing Pages @crystalcy #biasuncovered 

Social Proof Why it matters Impact on conducting user research Impact on interviewing Impact on pricing plans Key takeaways 1. Don’t give away hints on what other users have said so far 2. Avoid making assumptions about candidates - ask! 3. Highlight one option to make decision-making easier @crystalcy #biasuncovered 

● Three biases ○ Anchoring Bias ○ Confirmation Bias ○ Social Proof ● Impact on and key takeaways for ○ Pricing ○ Hiring and interviewing ○ User research Conclusion @crystalcy #biasuncovered 

Questions? Ask me @crystalcy Thank you. @crystalcy #biasuncovered