Malls are great at this, they’re specifically designed to take you the long way. Escalators that are easy to go up, tiresome to go down. Toilets at either end of the mall.
This works well for the mall, not so much for the user.
Like lines at a concert, people will naturally be guided by you, if you guide them.
- Your onboarding process, once someone joins the team
- A support request
- The first 90 day experience of your customers
Simulate that process – is that really what you want people going through?
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