Don’t Frustrate Users With Gaps in Your Product Experience
JANUARY 17, 2018
Users interact with a product through many different channels and modes of communication, and bridging the gaps between them is essential to your product’s success. Encountering any gaps in the product-experience loop is frustrating to the user and these points of friction jeopardize your businesses. I call these gaps mode-shift friction. Lynn Shostack’s 1984 Harvard Business Review article on measuring and improving the processes and services the bank delivered.