Diagnose behavior before prescribing nudges
Apply COM-B to diagnose the barrier behind a low-adoption behavior before choosing an intervention.
Support agents use the escalation tag on only 38 percent of eligible tickets, so product misses recurring defects. COM-B diagnosis: Capability -> Opportunity -> Motivation Jumping straight to reminders assumes agents are motivated but forgetful. If the tag is hard to find or ambiguous, more reminders add noise without changing behavior. Step 1 Define the target behavior: add the escalation tag before closing any ticket that contains a reproducible product defect. COM-B starts with a specific behavior. "Improve tagging" is too broad to diagnose because different missed tags may have different causes. Step 2 Check capability: ask three agents to…
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