Payment friction

Quest for Friction Less Experiences

Yesterday, I got to experience the WhatsApp payment flows. It surely felt like a neat friction-less experience both for adding/mapping bank accounts and for in-chat payments. And in my excitement I forwarded it to a friend who didn’t have any UPI handle so far. And I was surprised by the reaction. How does WhatsApp know my bank account ??!!  And frankly I had looked at it the other way round – they are showing me the specific account that I want to associate here. And this got me thinking about friction in digital consumer experiences. I remembered my Amazon experience.

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