We do a behavioral diagnosis to understand the system. We then conduct rapid prototyping to identify the main drivers of behavior.
A behavioral diagnosis is a 3 step process.
To complete the 3 steps we observe users in the environment/process we plan to test in. This is done by documenting each step of the process that the user experiences and further understanding the psychological mechanisms of the behaviors through observations, surveys, and interviews.
Identify the Key Behavior – Identify the key behavior that you want your employees or customers to take, as well as define the metric for measuring progress on that behavior.
Remove Barriers – Identify possible barriers for completing the key behavior and choose a barrier that can decrease the most friction.
Amplify Benefits – Identify potential benefits that you could add or amplify existing benefits so they are more powerful. Select a benefit that is most likely to motivate your user to carry out the key behavior.