Hello and Welcome to Behind the Friction, Reader!

Every Friday, I pull back the curtain on something I've noticed while working on my own business... hoping it helps you see yours a little differently too.

Looking for a previous issue? They are all available to read on my website.

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Last Monday, I surprised my son after his first day of high school with a ridiculously fancy $7 drink.

And here's something I didn't talk about then:
​He wasn't expecting it.

His script was pretty simple:

School → Mom → bus → home.

Instead:

School → Mom → WAIT... WHAT'S THAT?! 😂🥤

That little interruption got his attention.
The thought behind it made it meaningful.

And there's a difference.

Because in business, we have plenty of predictable moments:

Buy → confirmation email.
Join → welcome email.
Birthday → coupon.
Finish → congratulations.

Nothing wrong with them.
But sometimes they're so expected that we barely notice them.

A pattern interrupt doesn't have to mean confetti cannons and a marching band. 😂

Sometimes it's one tiny moment that makes someone think:

Oh! I wasn't expecting that. 👀

Then the important part:

Surprise gets their attention.
Meaning gives them something worth remembering.

So here's today's entire Case File:
​Where in your customer experience could you make someone look twice?

That's it.

I told you. Pattern interrupt. 😂

Stéphanie ❤️ ​Experience Design Consultant​ ​Seeing what others overlook.

P.S. Speaking of that $7 drink... I turned Wednesday's story into a little Creative Playground experiment where you can design an experience and turn it into your own ridiculous AI-generated Signature Experience Drink.

🥤 If you missed it, you can still play HERE.

I'm collecting the creations to share next Wednesday. 👀

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NOTE: I'm moving things around in the backend to make room for a new project. Can you help me spot "bad experiences" regarding my site, your members' area, communications, or whatever? I would really appreciate your help with this! It will make it so much easier for me to fix and improve everything that needs attention. Thank you!

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Disclosure: From time to time, I will include links in the emails that would include promotions for my own products or affiliate products, meaning I get paid when you buy the product. However, I only ever mention products I love and would recommend whether I was being compensated or not. Always use due diligence when buying anything and remember, what works for me may not always work for you!

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