Author and Keynote Speaker
Have you had a high friction experience as a customer? Do you see situations where customers or colleagues waste time and effort because of a bad or unnecessary process? It's time to become a Friction Hunter™. Post with the #FrictionHunter hashtag or drop a note to friction at rogerdooley dot com. Roger will share as many as he can. Watch this space for examples of pointless friction that should be corrected as well as examples of friction-aware design that benefit the user.
Competition can elevate everyone's performance. Think, say, of Magic Johnson vs. Larry Bird. Today, perhaps LeBron James vs. Kawhi Leonard. Formidable competition forces you to play at your highest …
Continue Reading about Will Barnes & Noble Ever Fix Its #CX? | #FrictionHunter →
Monday was Columbus Day in the U.S. It's not much of a holiday these days for most Americans. Just about every business was open, and I saw UPS, Fedex, and Amazon making deliveries in the …
Continue Reading about Does Your Backup Plan Really Work? #FrictionHunter →
Would you change a process to save a mere 30 seconds of time? A half minute doesn't seem like enough wasted effort to worry about. But, educator Karen Lewis, author at Practical Pedagogy, did the …
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My office closet looked a lot like those overstuffed cartoon closets where the character opens the door and is showered with tennis rackets, golf clubs, winter coats, etc. (For me, the offending …
Continue Reading about Sticky Friction from Low-Trust Labels | #FrictionHunter →
I'm going to bring some friction out of the closet, literally. Although closet designs in hotel rooms are usually unremarkable, I encountered on that made me scratch my head and wonder, "What were …
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British Airways used to offer free tea in economy class on short-haul flights. Then, they changed tea brands. Unfortunately, the new tea supplier didn't offer the tea pre-packaged in a cup like the …
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Have you ever gone to a website that you visit often and been told, "We don't recognize your device" and forced to re-identify yourself? Despite using the same Macbook Pro for 5+ years, it happens to …
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In response to my call for examples of high-friction customer experiences, my friend and NMSBA founder Carla Nagel pointed out how annoying a customer service communication can be when it comes from a …
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Chances are, your website or app has at least one form. An order form, an info request form, a subscription form... no surprise. But, here's what may surprise you: there's a good chance it's not coded …
Continue Reading about The Invisible But Ridiculously Common Form Error | #FrictionHunter →
