The Frictionless Experience

Coffee, Convenience and Conversion: Reducing Friction on Mobile Ordering Apps with Adam Candela (ex-Dunkin', Staples)

9 snips
Mar 10, 2025
Adam Candela, former Director of Digital Retail at Dunkin' Brands, shares insights on achieving frictionless digital experiences while maintaining profitability. He discusses how to balance user convenience with strategic friction points that can boost sales. The conversation digs into the challenges of mobile ordering technology, emphasizing the importance of understanding customer needs and fostering innovation through team collaboration. Adam also highlights the pitfalls of over-automation and the need for effective communication to enhance digital experiences.
Ask episode
AI Snips
Chapters
Books
Transcript
Episode notes
INSIGHT

Frictionless Experience Definition

  • Frictionless experiences balance customer ease with profitability.
  • They encourage repeat business and brand advocacy.
ANECDOTE

Scan-and-Pay vs. Order-Ahead

  • At Dunkin', scan-and-pay is easier than ordering ahead, but ordering ahead improves the overall experience.
  • Encouraging order-ahead is key to reducing friction for everyone.
ADVICE

Device-Based Notifications

  • Explore device-based notifications to enhance convenience.
  • Consider location-based prompts and personalized order suggestions.
Get the Snipd Podcast app to discover more snips from this episode
Get the app