Innovation 2.0: Shortcuts and Speed Bumps
Hidden Brain
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Navigating Bureaucratic Friction
This chapter delves into the challenges of navigating bureaucratic systems, particularly through the lens of personal experiences at the DMV. It emphasizes the transformative role of 'friction fixers' who help streamline processes and reduce stress for individuals dealing with systemic obstacles. Through compelling examples, the narrative showcases the importance of clarity, empathy, and thoughtful interactions in enhancing user experiences within organizations.
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