

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.
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Frictionless Experience Definition
- Frictionless experiences balance customer ease with profitability.
- They encourage repeat business and brand advocacy.
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.
Device-Based Notifications
- Explore device-based notifications to enhance convenience.
- Consider location-based prompts and personalized order suggestions.