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Field
Abstract
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Before
This project uses a randomized controlled trial to evaluate the efficacy of applying nudges in the context of ticket resolution within a multinational software corporation. Several tools have been introduced to automate key steps in the process of solving customer cases, however, many suffer from low adoption. The present study aims to investigate the potential for nudges (in the form of notifications about the availability of a diagnostic report) to increase the adoption of a specific diagnostic tool designed to process customer log files. We analyze both the immediate effects and persistence in behavior following the deactivation of the nudge. Approximately 1800 employees will be randomly assigned to one of three groups, comprising one control and two treatment groups (N1 receives notifications for the entire 12-week duration of the study, N2 ceases to receive the nudge after 6 weeks of the study to assess long-term effects. A control group B receives no notifications).
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After
This project uses a randomized controlled trial to evaluate the efficacy of applying nudges in the context of ticket resolution within a multinational software corporation. Several tools have been introduced to automate key steps in the process of solving customer cases, however, many suffer from low adoption. The present study aims to investigate the potential for nudges (in the form of notifications about the availability of a diagnostic report) to increase the adoption of a specific diagnostic tool designed to process customer log files. We analyze both the immediate effects and persistence in behavior following the deactivation of the nudge. Approximately 900 employees will be randomly assigned to one of three groups, comprising one control and two treatment groups (N1 receives notifications for the entire 12-week duration of the study, N2 ceases to receive the nudge after 6 weeks of the study to assess long-term effects. A control group B receives no notifications).
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Field
Trial Start Date
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Before
January 01, 2021
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After
February 09, 2021
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Trial End Date
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Before
April 30, 2021
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After
June 08, 2021
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Last Published
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Before
December 16, 2020 08:16 AM
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After
February 11, 2021 08:46 AM
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Intervention Start Date
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Before
January 01, 2021
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After
February 09, 2021
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Intervention End Date
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Before
March 26, 2021
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After
May 04, 2021
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Field
Planned Number of Observations
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Before
1,800 employees
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After
900 employees
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Field
Sample size (or number of clusters) by treatment arms
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Before
We will allocate approximately 600 participants randomly to each treatment. Employees are located across multiple sites of the company, where all treatments are run in parallel across sites (no clustering).
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After
We will allocate approximately 300 participants randomly to each treatment. Employees are located across multiple sites of the company, where all treatments are run in parallel across sites (no clustering).
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Field
Power calculation: Minimum Detectable Effect Size for Main Outcomes
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Before
With a current mean of Usage of diagnostic report by employee at 10%, we get a minimum detectable effect size of 0.05379 (alpha=.05 Power=.8) and 0.06315 (alpha=.05 Power=.9) respectively.
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After
With a current mean of Usage of diagnostic report by employee at 10%, we get a minimum detectable effect size of 0.07911 (alpha=.05 Power=.8) and 0..09331 (alpha=.05 Power=.9) respectively.
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