Choice Hacking Cover

What if you could use Nobel prize-winning science to predict the choices your customers will make?

Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface.

In Choice Hacking, you'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences.

Download the first chapter free.

In Choice Hacking you'll discover:

  • How to increase the odds that customers will make the "right choice"
  • How to create experiences that persuade and drive action
  • How brands like Uber, Netflix, and Disney apply these principles in their customer and user experiences

Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science.

Who was this book written for?

This book was written for anyone who wants to hack the customer code: consultants, designers, strategists, small business owners, students, managers, and organizational leaders. Whether you're working in digital, mobile, retail, or omnichannel, Choice Hacking will help you use psychology to perfect your customer experience.

Praise for Choice Hacking

If you are in the business of developing any sort of customer experience then this is a must read.

As a professional, this book is packed with practical advice, sited with great case studies and real-world examples, this is the kind of book that you wish you had read months ago. The delightful writing style makes it a very easy read for anyone working in marketing. a human, you will kick yourself for all those things you've been encouraged to buy, do, engage with, which at the time you put down to your own free will! Oh well, at least it's reassuring to know how we are being 'choice hacked' on a daily basis. Bravo.

Alastair, United Kingdom

 Nice balance between the theory and real life examples that make it a valuable read.

There are a lot of books written about behavioural psychology and how to apply the principles either in a sales environment or in the broader context of improving CX.

After having read a few, I think that ‘Choice Hacking’ from Jennifer Clinehens is a really good one to read.


Jennifer, before being an academic or a researcher (nothing wrong with that by the way), is also a UX/CX practitioner, which means she’s got plenty of experience applying the principles of behavioural psychology in concrete/day to day life, or business situations. This shows throughout the book as she strikes a nice balance between the theory and several concrete use cases across a large area of companies and industry sectors. That’s what I liked most about the book: how the principles are brought to life through concrete use cases.

C. V. Dhaisne

An absolute must.

Easy to read, well organised, simple and clear. From now on its one of my desk checklists.

oto whitehead, germany

 So interesting!

Such an interesting book, and written so well that's interesting, informative, and easy to digest!

via Amazon kunde

Very recommended! For beginners and veterans. Very practical!

Practical and to the point. No waste.

Using psychology and human behavior to design and transform experiences is not an easy task and this book manages to organize a lot of the most important information out there in a simple and structured way. She also proposes a (C.H.O.IC.E) model that helps simplify your thinking when preparing your strategy.

It’s great to excite people on the topic, valuable for beginners and still useful for those that have been practicing this for years.

The author was kind enough to include other great books, online courses and even a free online course from herself so you can continue your path on this topic.

Andres Leon

 Excellent shortcut to powerful concepts

I've been reading Jennifer Clinehen's blog for a while and often reference her ideas in my innovation teaching (MBA and executive education).

This book is a great collection and extension of her writing and will be extremely useful to anyone involved in the design, delivery and marketing of new products and services. Very good, thoroughly recommended.


About the Author

Jennifer L. Clinehens

Jen Clinehens is the founder of Choice Hacking. After spending many years on the agency and client side, she's worked across North America, Europe, and Australasia, helping brands like McDonald's, Starbucks, AT&T, Adidas, and more use behavioral science to perfect their customer experience. 

Jen holds a Master's degree in Brand Management from the prestigious Virginia Commonwealth University Brandcenter, as well as an MBA from Emory University's Goizueta School. 

A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction to Customer Journey Mapping.