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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Every time you buy something for your business, there are two of you at the buy button.

The customer thinking:

Ooh. This could really help.

And the seller, somewhere in the background, taking notes:

Interesting. How does this feel?

This week, I saw those two versions of myself very clearly.

The customer had signed up for resources that felt useful at the time.
She received the access emails, the welcome messages, the reminders…
and then placed most of them on the imaginary high shelf for Future Stéphanie.

The seller was tempted to ask all the usual questions:

Was the welcome good enough?
Was the deadline clear enough?
Was there something missing?

But the customer had a much simpler answer:

My question had moved on.

That does not mean the resources were bad.

It means that, as customers, we are gloriously human. We get busy. Our priorities shift. We come back when the right moment returns. Or we do not.

And every one of those moments is useful information for the seller we are, too.

Not so we can copy every clever thing another business does.

But so we can notice what makes people feel confused, expected, relieved, delighted, forgotten, or ready.

That is customer research happening in real life, before anyone fills out a survey.

See you behind the friction next week!

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

P.S. If you had never noticed the second person at the buy button before, you probably will now. 😄

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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!

Thank you so much for your support of Stephie The Happy Mom!

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