Tag Archives Pain Points

A pain point is something that interferes with a user task and so causes frustration, confusion, inefficiency or blocks task completion leading to abandonment. Identifying, validating and removing pain points is an essential part of user experience design.

So, the corporate chieftain who once declared that “the food business is not a technology business” has spent $42 million to update Panera. “The goal is to eliminate friction points so that customers have a better experience […] because if they have a better experience, it will help our business.” — Ronald M. Shaich in The New York Times. The…

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