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In today’s world, getting people to take action, whether it's signing up for a service, making a purchase, or simply clicking a button—is far more complex than it seems.
Behavioral science teaches us that people are influenced by subtle cues, emotions, timing, and perceived effort.
One framework that beautifully captures this process is Stephen Wendel’s CREATE Action Funnel.
It’s a structured way of thinking about how and why people act, helping designers, marketers, and product teams design better experiences that guide users toward desired behaviors.
Let’s dive deep into what this framework is, how it works, and how you can apply it to real-world situations.
What is the CREATE Action Funnel?
The CREATE Action Funnel breaks down how people decide to take—or not take—action into six essential steps:
- Cue – Something prompts the user to consider acting.
- Reaction – The user has an emotional or instinctive response to the cue.
- Evaluation – The user assesses whether the action is worth their effort.
- Ability – The user gauges if they have the means to take action.
- Timing – The user decides whether this is the right moment to act.
- Execution – The action is finally completed.
The acronym CREATE helps people easily remember these steps.
Each stage is a potential point where users might drop off if the experience doesn’t meet their expectations, needs, or capacity.
By addressing each of these steps thoughtfully, designers and teams can create smoother, more engaging user experiences.
Breaking Down Each Stage
1. Cue – The Trigger that Sparks Action
A cue is a prompt that grabs attention and signals that an action is needed.
This could be a push notification, a banner, an email, or even something environmental like seeing a store.
Example: Imagine you’re walking past a coffee shop and notice a sign that says “Buy one, get one free until 3 PM!” That sign is the cue—it brings the action to your attention.
2. Reaction – The Immediate Emotional Response
Once the cue is noticed, the user has an instinctive reaction.
This reaction could be excitement, annoyance, curiosity, or indifference.
Example: Seeing the coffee offer might make you feel, “Oh wow, I should grab one!” or, alternatively, “Ugh, another promotion.”
Understanding the user’s reaction helps in shaping how the message is framed.
A positive or neutral reaction makes further steps easier.
3. Evaluation – The Rational Thought Process
After the initial reaction, users evaluate the pros and cons. They ask, “Is this worth my time, money, or effort?”
Example: You might think, “I do want coffee, but I only have 5 minutes before a meeting,” or “It’s a good deal, I should go for it.”
If the perceived benefits outweigh the effort or cost, the user is more likely to move to the next stage.
4. Ability – Do They Have What’s Needed?
Even if users are interested, they need to feel capable of acting.
This means the process must be simple and accessible.
Example: If you need to download an app to get the deal, and it’s a long, clunky process, you might abandon the effort. But if you can just walk in and order, it’s easy to act.
5. Timing – Is Now the Right Moment?
Users decide if it’s the right time to act.
They consider external factors like schedules, energy levels, or competing priorities.
Example: You may want the deal but be in a rush. Or you might be free and eager to indulge.
The timing factor is why time-limited promotions can increase urgency but also alienate users if the window is too short.
6. Execution – Making It Happen
The final step is when the user takes action.
Even here, experience matters.
If the process is smooth, users will complete the action.
If it’s frustrating, they might drop off at the last moment.
Example: You walk in, order coffee, and the process is seamless—you’re happy. Or, you find that the offer is unavailable and feel disappointed.
Source: Dr. Steve Wendel
Why CREATE Matters
1. It’s a Meta Framework
You can apply CREATE not just to entire products but to every interaction.
Whether it’s a checkout process or onboarding flow, understanding why users drop off at each stage helps you craft better experiences.
2. It Integrates Emotion and Rationality
Many frameworks focus purely on behavior or process, but CREATE integrates both emotional reactions and logical evaluations, making it more holistic.
3. It Highlights Habit Formation
A user’s experience at each step shapes their future reactions.
A frustrating first encounter can turn off users permanently, while a seamless experience builds trust and routine.
4. It Encourages Thoughtful Design
By asking questions like “What’s the cue?” or “Does the user have the ability to act?”, teams are forced to consider the full user experience rather than only the interface.
Tips for Implementing CREATE
- Map user journeys and pinpoint where drop-offs happen.
- Design for simplicity—make actions intuitive and frictionless.
- Test timing—A/B test notifications, emails, or triggers to see when users are most receptive.
- Collect feedback after actions are completed to improve future experiences.
- Use personalization to ensure cues are relevant and timely.
Final Thoughts
Stephen Wendel’s CREATE Action Funnel is more than a checklist—it’s a way of seeing how people interact with products and experiences.
By addressing each stage—cue, reaction, evaluation, ability, timing, and execution—you can craft thoughtful, user-centered designs that anticipate human behavior rather than react to it.
Whether you're building a new app, refining an existing service, or simply trying to encourage better habits, CREATE gives you a structured, empathetic approach to guide users smoothly from intention to action.
Understanding and applying this framework can be the difference between a user abandoning your product and becoming a loyal, engaged customer.
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