GoKawiilAt Uber and Uber Eats, I spent a decade helping to remove friction from consumers’ lives. Then I began paying to restore it to my own. “Tap a button, get a ride.”
In praise of friction
Why This Matters
This article highlights the importance of friction in user experience, emphasizing that sometimes adding intentional friction can enhance consumer satisfaction and trust. It challenges the prevailing trend of relentless simplification in tech, suggesting a nuanced approach to designing interactions. For the tech industry, this underscores the need to balance convenience with meaningful engagement for better customer relationships.
Key Takeaways
- Removing friction isn't always beneficial; sometimes it diminishes user trust.
- Strategic friction can enhance user engagement and satisfaction.
- Designers should consider when to simplify and when to introduce friction for optimal experiences.
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