I can't believe I've never thought of it in physical terms before! This is perfect! I'm working on some of our internal screens at work and part of this is me

I can't believe I've never thought of it in physical terms before! This is perfect! I'm working on some of our internal screens at work and part of this is me really trying to get things right and easy for everyone. However, yeah, there _are_ things that should be hard to impossible to do because they shouldn't be doing them and we've entered the realm of needing to coordinate with people and raise flags that something errored along the way. At first people thought of it in terms of the needless waist friction that had become so prevelant, but soon came to realize that it was a good friction telling them they were off the beaten path, allowing them to hand stuff over to their managers and get problems taken care of before causing problems for customers, wasting customer services time as well as causing us to expend more resources to correct the mistake. Like you said, friction in just the right places allows good things to happen.