Automation is awesome.
But not all friction is bad.
There are moments in running any business when slowing down is exactly the right thing to do. Certain parts of our operations carry meaningful risk, or deserves a second set of eyes. Some things are sacred spaces, like client billing for example.
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we intentionally build in what we call purposeful friction
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Usually this takes the form of an extra approval or a second set of eyes when we could have integrated a whole workflow, but we deliberately pause before moving forward. Some things are too important to leave to speed and automation.
We remove friction wherever we can, but also add it back in small doses when it matters.