Friduction: The Internet’s Unstoppable Drive to Eliminate Friction
There is one significant trend that I have noticed over and over again: the Internet’s continuous drive to mitigate friction in user experiences and business models.
Since the Internet’s commercial debut in the early 90s, it has captured success and upset the established order by eliminating unnecessary middlemen. Bookstores, photo shops, travel agents, stock brokers, bank tellers and music stores are just a few examples of the kinds of middlemen who have been eliminated by their online counterparts. The act of buying books, printing photos or booking flights online alleviates the friction felt by consumers who must stand in line or wait on hold to speak to a customer service representative.
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May 22, 2017 at 10:39AM