| Practice area: | Behavioural Economics |
|---|---|
| Client: | EC DG Communication |
| Published: | 3 May, 2024 |
| Keywords: | behavioural consumer |
This study for the European Commission used behavioural experiments with consumers across multiple countries to assess ways to increase awareness and uptake of Alternative Dispute Resolution (ADR) through information provision. ADR is intended to offer consumers and traders a quick and inexpensive route to resolve disagreements, and so is important for providing access to redress for consumers and functioning of markets. The study simulated (in the behavioural experiments) trader and ADR entity websites and used experimental treatment conditions to test how the provision, placement and framing of information affects consumers’ behaviour and awareness. Part of the experiment sample also took part in eye-tracking to understand how attention to different elements of websites affects behaviour. The worked informed the Commission in its new proposals for the ADR Directive in 2023 (the Commission’s impact assessment is here).”