By Chris | March 6, 2008
I’m reading Colin Camerer’s overview of Behavioral Economics. My mom doesn’t have an email address, so the following passage made me laugh:
Microsoft had a hard time getting its programmers to take customer complaints seriously (despite statistical evidence from customer help-lines), because the programmers thought the software was easy to use and couldn’t believe that customers found it difficult (a “curse of knowledge”). So Microsoft created a screening room with a one-way mirror, so programmers could literally see for themselves how much trouble normal-looking consumers had using software. The trick was to use one judgment bias—the power of visually “available” evidence, even in small samples— to overcome another bias (the curse of knowledge).