Friction is anything that gets in the way of a customer and a task. Put another way, it’s any obstacle that prevents a user from trying or using a product or service. In this exclusive interview, Kintan Brahmbhatt takes us through how to detect and anticipate points of friction through monitoring steps in a customer’s journey with your product. He shares the three stages of the product experience where customers are most vulnerable to experiencing friction. Brahmbhatt also walks through strategies to reduce friction, or, if it’s unavoidable, how to mask it.
Content: Thought Leader
Author: Kintan Brahmbhatt
Source: First Round Review
Subject: Customer Related
Company: Amazon.com Inc.
Author: Kintan Brahmbhatt
Source: First Round Review
Subject: Customer Related
Company: Amazon.com Inc.
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