Flashpoint Learnings

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Flashpoint Learnings by Mind Map: Flashpoint Learnings

1. Psych

1.1. Theories

1.1.1. Prospect Theory Loss Aversion: A loss is 2.5x more powerful than a gain Status Quo Bias Endowment Effect - People place a higher value on the same object if they own it vs someone else owns it (Thaler) When people overpay to not lose Risk Aversion Risk Seeking Framing (as a loss or gain)

1.1.2. Paralyses Ambiguity (not uncertainty) range of possibilities are unknown probabilities of possibilities are unknown the human brain IGNORES ambiguity Choice paralyzing when everything looks the same to the chooser Emotion Anger Stress Regret

1.2. Biases

1.2.1. Confirmation Bias Halo/Horns effect People don't choose based on things, they choose based on descriptions of things.

1.2.2. Survivorship Bias

1.2.3. Peak-End Rule People judge an experience largely based on how they felt at its peak and at its end.

1.3. Judgment

1.3.1. Availability (WYSIATI): Scenarios that more easily come to mind are judged to be more likely than they are

1.3.2. Representativeness: When people make judgments, they compare whatever they're judging to some model in their minds. Ignorance of Base Rates (see Bayes Theorem for how it should be done) Conjunction Fallacy - More details make a scenario *feel* more likely Linda Problem Ignorance of Sample Size - People ignore the increased volatility inherent in small sample sizes and believe the conclusion anyway Dilution Effect - seemingly irrelevant details reduces representativeness and prevents people from stereotyping Misperception of Randomness - people find/invent patterns in random noise if the data doesn't look random enough Gambler's Fallacy Fundamental Attribution Error - things are usually situational, not dispositional

1.3.3. Anchoring/Adjustment

1.3.4. Affect Framing (based on emotions) Priming Smiling people are judged more favorably

1.4. Persuasion

1.4.1. Reciprocity

1.4.2. Commitment & Consistency

1.4.3. Social Proof

1.4.4. Liking

1.4.5. Authority

1.4.6. Scarcity

1.4.7. Unity: family, location, "religion", or co-creation

2. What Care Is

2.1. take an interest in

2.2. get a grip on

2.3. in the service of

3. Gaps

3.1. Role to Self

3.2. Role to Role

3.3. Self to Self

4. Questions

4.1. Samples

4.1.1. We're thinking about working on X. Does that seem worthwhile?

4.1.2. What'd I say that made you think about Y?

4.1.3. What prompted you to start doing Z?

4.1.4. If you could no longer do/have A, what would you be worried about?

4.1.5. "How do you measure ... ?"

4.1.6. It seems like you've got that figured out...

4.2. People can't tell you why they did something

4.3. People can't tell you what they would do in the future

4.4. You can't ask people "when did you have this pain" if it's general pain.

5. Tips

5.1. People reliably do what they cannot NOT do, not what they want to do

5.2. Situational is good, dispositional is bad

5.3. You can't "get" people to do things

6. Pain

6.1. Real

6.1.1. "I don't believe it"

6.1.2. Customer has improvement goal, is trying to achieve it, but isn't succeeding

6.1.3. Suggesting ways for which we can solve the problem for them

6.1.4. Laughter / withdrawal (stage 1-3 behaviors)

6.1.5. Looks like they're trying to pick it up and use it

6.1.6. Gives reasons it wouldn't work or reasons they can't do it themselves (they envision themselves doing it)

6.2. Not Real

6.2.1. Complaining

6.2.2. Suggesting features

6.2.3. No "Room on fire" : A real problem sounds like their room is on fire and you're offering to build a door.

6.2.4. Deflecting to someone else

7. Tools

7.1. BMC inside a BMC

7.2. What/How/Why circles (Simon Sinek golden circles)

7.3. Immunity to Change Map

7.3.1. What is the Improvement Goal?

7.3.2. What are they doing/not doing that prevents them from achieving IG?

7.3.3. What does this make them worried about?

7.3.4. What are their hidden commitments?

7.3.5. What are their big assumptions?