Using Good Friction to Stop Bad Friction

The story about the Alexa mistakenly ordering a dollhouse and cookies highlights the concept of not having enough friction, making the wrong things too easy to do. This lack of friction can lead to inefficiencies and unnecessary burdens within organizations as well. By introducing good friction, such as requiring approval for new software purchases, organizations can streamline operations, reduce confusion, and improve productivity. Leaders, in particular, should not be shielded from inconveniences as it can disconnect them from the experiences and challenges faced by their teams, leading to a lack of understanding and empathy.