Why Removing Friction Only to Create More Friction Results In A Poor User Experience

UX Lessons From A Recent Amtrak Trip

Photo by Ankush Minda on Unsplash

My mom was driving me to the nearest Amtrak station on my voyage back home from the holidays when my phone rang.

I didn’t recognize the number, so like most people, I didn’t bother to answer. When I saw the caller leave a voicemail, I…