WORLD CLASS+270 XP
Slack Must Decide Which Friction Matters
PRIORITIZATIONGROWTHSlack
Situation
A collaboration feature has friction in onboarding and setup. Some PMs want to remove every step, while support data shows users often feel unsure what the product is asking them to decide.
High
Stake
execution
Skill
Key Metrics at Stake
Removing steps may increase confusion. Adding explanation may slow the flow but produce better understanding and long-term usage.
Frameworks in Play
Comprehension over click countUtility curvesCustomer value creation