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People interacting with government and other theoretically free services, often pay a high price in terms of time, effort and emotional energy.
All services require some investment by the user, but for public services – the expectation (and often the reality), is that this investment is frustratingly high.
For vulnerable people, who are often time poor or navigating emotional contexts, this really matters. Friction is expensive.
The value exchange is often not worth it, so the very people these services intend to help, don’t engage.
Ultimately, frictionless design isn’t a luxury, it’s a necessity for moving vulnerable people into and through the services that will most improve their lives and wellbeing.