Why did your experimentation team discover that eliminating all friction actually reduced user satisfaction?
Replied byJon Noronha
Co-Founder & Chief Product Officer at Gamma
Niche: AI
Revenue: $8.3M/mo
Location: San Francisco, California, USA
Started: 2020
We built an ultra-fast mode that instantly produced entire presentations with a single click. Surprisingly, customer retention dropped significantly. Users felt zero psychological ownership over the output and assumed the quality was poor because it required no effort. Introducing deliberate interaction checkpoints where users review outlines and style choices dramatically improved perceived value and engagement.
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