Phillip Jackson

speaker

369 appearances 1 recordings 1 series first heard Jan 2026 last heard 12 Jan

Phillip Jackson’s voice in public audio — every appearance, attributed to the second.

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recordings per month · last 12 months

Recordings per month over the last 12 months — 1 in all, peaking in Jan 2026 with 1.

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But to answer your question, I think a lot of friction, friction's become a sort of a curse word in our industry.

There's been a lot of hand-wringing over reduction of friction.

And I think that pain and friction are two different things, right?

We...

And you all would know this better than anybody because you do a lot more user testing and you see a lot more actual data.

You're in the science of user interaction, right?

And I think that this is something that needs to be studied a little further, but I think some friction is good.

Some friction causes people to think about what they're purchasing because you remove all the friction, you make it too slippery.

Then there's you have the deleterious effects of like higher return rate.

You have poor reviews that, you know, then and you've payment disputes like there's other things that happen when you remove all the friction.

Right.

So it's like you need just like your tire needs a little bit of friction and you maybe like, you know,

You want your flip-flop to have a little bit of friction?

Some things have to have friction.

So I think the goal here is where is...

we have to have those little bits of, uh, trust in the system that are point checkpoints that make us feel like we have trust.

And all of those are friction points, right?

So I thought, I think some, somewhere along the way, it's probably the thought leadership industrial complex.

Like we lost the plot and, uh,

People that are real practitioners that are running actual businesses aren't going around spreading that gospel of frictionless or painless.

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