Intentional and Unintentional Sludge

If you have ever tried to unsubscribe from a service, only to find that you have to send a snail mail to the publisher to unsubscribe, you will relate with this article.

In this thought-provoking piece, the authors explore the world of sludge - when users face high friction in achieving a goal that is beneficial to them. They look at both unintentional sludge (the bad type) and intentional sludge (the really bad type) and how to get rid of these sludges.


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