There is no neutral design
The cafeteria opens the book: Carolyn changes nothing but placement, and consumption swings by as much as 25 percent. The authors generalize fast—anyone who organizes the context in which people decide is a choice architect, and small, seemingly insignificant details carry major behavioral weight. A menu, a form, a default checkbox: all are already steering someone. The book's point is that pretending to neutrality is the least honest design of all; the only real question is whether the steering is deliberate and benevolent or accidental and indifferent.
Characters:Carolyn