Taking things wheel slow
It’s been a while since I’ve seen that irritating spinning wheel icon that whirls away while you wait for your document to catch up with your brain.
I’ve since found out it’s actually called a throbber, which is a strange name.
Anyway.
I just sat watching it for a while, sort of enjoying the trance-like state it was sending me into.
Usually, of course, this icon is extremely irritating, because we’re not used to waiting for things.
This is something called 'digital friction’ - little online experiences that make the blood boil. Examples include:
- Having to click several boxes before unsubscribing from a service
- Having to work out what the error message on the form you’re completing actually means
- Having to give your inside leg measurement just to make a one-off purchase
However, there are also rare instances of positive friction
This is when that slowing down moment is actually welcome. It’s used as a way of alerting you to take extra notice when making an important interaction, to stop you from making mistakes, and to place control back in your hands.
For example:
- Two-factor authentication in online banking
- Password strength testers that tell you if it’s silly enough
- Pop up messages that ask if you really want to delete that file / send that email without an attachment
Positive friction can be helpful in customer journeys. There might be times when you want people to have time and space to think about their answers. It could also encourage them to ask questions if they get stuck.
I noticed positive friction happens offline too. Whenever I dispose of my bin in the ‘non-recycling waste’ bin I always have to think twice about whether I've got the right one. Perhaps it if just said ‘waste’ I’d end up chucking everything in.
What examples of this have you seen? Does it make you glad or enraged?
Don't have bytemares
Nearly nine in 10 business leaders in the UK are suffering from tech-related stress, a study by BT has revealed. The resulting tech paralysis could cost the economy £11.79 billion by 2030 it says. Which is stressful.
Brew ha ha
One workplace report has found that 58% of hybrid workers have ‘coffee badged’ in the past — a term used for employees who show up at a physical office in order to make an appearance, but leave soon afterwards to work the rest of the day remotely.
Alive and chatting
A lady who phoned the Department for Work and Pensions about her Carers’ Allowance and was told she had already died is demanding an explanation. The call handler told her: “On the computer you’re dead,” to which she replied” “I’m not. I’m still talking to you.”
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