Understanding and Managing Friction in Digital Transactions

Error 404. The never-ending loading spiral. Page cannot be reached. A popup with a minuscule exit button
.
These messages frustrate users. Technical delays like these, cause friction — stopping or slowing a user from reaching their desired goal. 

Nick and Chuck explore how companies usually aim to reduce customer friction to create a seamless, easy experience. Buy lengthy and complex processes may require companies to intentionally add friction to educate, protect, or inform their customers throughout the workflow. 

Join us as we discuss:

• What friction is, and examples of experiences with friction
• Removing friction for seamless UX
• Intentional friction: when to add steps to the workflow to improve CX

Connect with us on LinkedIn: 

• Nick Paladino: https://www.linkedin.com/in/npaladino/
• Chuck Moxley: https://www.linkedin.com/in/chuckmoxley/
  
  

LinkedIn Articles and Posts We Discussed in this Episode: 

• Why Intentional Friction is Important to Build Into the User Journey
• The Dynamic Between Friction & Usability
• Using Friction to Drive Sales