Question: Situation: Binge TV is a streaming service that specializes in irresistible shows. Their shows are so good, in fact, that their customers' health has been suffering from watching so much TV. Some doctors are encouraging their patients to cancel their Binge TV subscriptions. Therefore, Binge TV is putting a new system in place: Any time an individual user streams content for 16 continuous hours, they get locked out of their account for 8 hours to force them to take a break. This is an example of:
- Adding force
- Removing friction
- Adding good friction
- Adding bad friction
Explanation
Adding good friction introduces deliberate obstacles to guide behavior toward positive outcomes, even if it temporarily slows customer actions. Locking accounts after excessive streaming protects user well-being while maintaining long-term engagement. This approach prioritizes controlled growth and responsible usage over unrestricted access. It aligns with RevOps principles of balancing growth with sustainable processes and outcomes. Properly applied friction reduces risk and prevents negative consequences.
Why the other options are incorrect
A) Adding force incentivizes behavior, not restricts it for safety or health.
B) Removing friction reduces barriers, which is the opposite of locking accounts.
D) Adding bad friction creates unnecessary obstacles without positive intent, unlike this protective measure.
Source for verification
Introduction to Revenue Operations
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Revenue Operations" page.