We've all done some process design; I used to hold seminars in process design. And whether you coach it, teach it, or experience it, you hear a lot about "friction"
Friction's is not all bad: we couldn't stop a car without it. In the process context, it is either the good cop or the bad cop:
- Good cop (or supposed to be): checks and balances so the bias of one person or entity can not overwhelm the process or dictate the outcome. (Too much of a good thing: see U.S. Congress)
- Bad cop (or that's what we say it is): Interference and non-value add actions that detract from the quality of the outcome, or perhaps the quality of the process (a.k.a "the experience")
Disclosure: I don't work for Disney, and never have as a paid associate, but I do volunteer for their sports program helping with all manner of sports events, so I'm "back stage" a lot.
Now comes along an insightful article from Wired about removing friction in the Disney experience. If you're a process person, you'll see a lot of what you know how to do in this story, writ large!
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