Friction is Everywhere | Day 79

Friction - that feeling of resistance and frustration - can be found in almost every aspect of our lives. From the simplest tasks like riding a bike to building meaningful relationships, even in our everyday purchases - friction is the hidden obstacle that hinders a good customer experience.

Surprisingly, many innovators and entrepreneurs tend to overlook the importance of reducing friction when designing their products and services. This oversight can be detrimental to their businesses, as it ultimately frustrates the customer, inhibits business growth, and can impact the viability of your company.

Even the best-designed products or services don't guarantee a customer's purchase. The key lies in understanding and optimizing the user experience. This is where I’m currently focusing much of my attention with my offerings at The Well Home.

After several weeks of observing my customers' interactions, I'm continuously striving to improve their experience and journey. Here's what I do:

1. I closely observe how customers engage with my offerings.
2. I identify any points of friction from the initial encounter to the point of purchase.
3. I diligently remove unnecessary points of friction.
4. As a bonus, I relentlessly seek creative ways to make future customer encounters even easier and more seamless.

Although I still have a ways to go, I’m confident that identifying and removing points of customer friction will both help my bottom and top line goals.

I’m curious. How do you eliminate friction from your customer experience?
I'm open to your ideas and suggestions.