Slow lanes

Ed Catmull, when president of Pixar, the animation studio, built good friction into the process of developing films such as Toy Story. “The goal isn’t efficiency, it is to make something good, or even great,” he explained to Sutton and Rao about the way his team worked through multiple versions of the original idea, improving it as the movie developed. Colette Cloosterman-van Eerd of Jumbo, a Dutch grocery store chain, saw the need to offset the drive for more efficiency with good friction. She instituted “slow lanes” that would allow checkout staff to chat to shoppers, particularly senior citizens who valued social interaction more than speed.

from a piece on Stanford BS professors Huggy Rao and Bob Sutton in Financial Times.

I also loved this idea for a column: