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4min chapter
#2: Zaid Hisham – Life as a User Experience Problem
The Josh Boone Show
How to Reduce Friction on Your Website
Molly Gaggon: The concept of a customer journey is something that you could apply to any business model, any sort of project. How can you help get them to the best place for them as quickly as possible with the least amount of friction? You want to reduce friction. Friction is anything that delays somebody, impedes somebody from getting to where they need to be. She says there's just so many different ways you could think about optimizing the user experience.
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