Behavior First
Start with what citizens do, not what stakeholders want to build.
The question
What should citizens do differently, and why are they not?
The problem with feature-first planning
Most product planning starts with stakeholder requests, RFP requirements, and vendor capabilities. Behavior is an afterthought, something UX tries to fix at the end.
Behavior First reverses the sequence. Before scoping features, define the behavior you need. Before designing screens, map the friction blocking that behavior. Before writing code, ask whether the smallest change could work.
How it works
- Define the target behavior. What should citizens do? Be specific, not "use the app" but "complete renewal in under three minutes."
- Map current behavior. What are they doing instead? Calling? Printing forms? Using unofficial tools?
- Identify friction. What blocks the target behavior? Confusion, distrust, too many steps, missing information?
- Design the smallest intervention. What is the minimum change that could shift behavior, copy, flow, notification, removal?
- Measure behavior change. Did completion rates, return visits, or call volume move?
Ethical framing
Behavior First does not mean manipulation. We design so the right action is easier, not hidden. Citizens should always understand what they are doing and why. No dark patterns. No tricks. Trust is the foundation.