One tap or two, how much friction is optimal?
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The Fast and the Frictionless: Driving Payments Innovation at the Payments Leaders Summit
Last week, Adrian Evans had the pleasure and privilege of moderating a hugely engaging panel discussion: The Fast and the Frictionless: Driving Payments Innovation at the Payments Leaders Summit. Hosted at the Intercontinental Park Lane London, a stunning venue with a relaxed and open atmosphere, the event brought together some of the brightest minds and most influential players in the payments space.
Adrian was thrilled to host a conversation with leaders from two of the UK’s largest merchants: Phil O’Hagan from Sainsbury’s and Jit Ng from Transport for London, alongside Rafael Vianna from the innovative global payments player, Unlimit. A big thank you to Rafael, Phil, and Jit - your contributions made Adrian's role as moderator an absolute pleasure.
Key Takeaways from the Conversation:
Friction Has a Role
While the session title focused on frictionless innovation, one participant reminded the group that not all friction is negative. A small amount of well-designed friction can actually enhance the customer experience. For example, in loyalty programmes, requiring a momentary interaction—like a tap—can create a sense of reward, reinforcing value and boosting engagement. It was a helpful reminder that payments are not just operational—they can be emotional touchpoints too.
Context Matters
Some of the panel highlighted how the context of payments significantly shapes innovation. Unlike retail, transit payments typically occur after the journey, which changes how systems are designed and how customers perceive value and trust. It served as a strong example of how environment influences experience.
Partnerships Are Essential
The conversation around partnerships made clear that success goes beyond contracts and commercials. True collaboration depends on invisible investments—such as time, trust, and long-term commitment. These elements often go unmeasured but are crucial. Real partnerships need clear communication, mutual understanding, and a shared vision for the future.
Consider Everyone
As society becomes increasingly cashless, inclusivity must remain at the forefront of innovation. We cannot afford to leave anyone behind. Ensuring access and support for the unbanked and digitally excluded is vital in creating a fair and future-ready payments landscape.
The diversity of perspectives and the quality of discussion reinforced a long-held belief: when we prioritise people - designing with psychology, empathy, and partnership in mind—we build a payments environment where all boats can rise.
Payments Leaders Advisory is an executive advisory and consulting firm working with senior leaders in the payments industry. We are committed to transforming leaders’ mindsets, confidence, and results. We achieve this by unlocking the 'latent ability' within talented individuals and teams.
