Omnispay: Why friction isn't always bad for payments

View profile for Simanta Das

Co-Founder & COO, omnispay

Friction isn’t always bad. We’ve all been there — staring at a flow chart, asking, - Can we reduce friction and make this step faster? What if the better question was - Should we? The other day, our team at omnispay faced that very question while refining the flow a merchant follows to generate a payment link. The instinct was to make it lightning-fast — fewer clicks, fewer fields, very low friction. But we chose to add one small additional input field. That single step gave our system much deeper context. It helped us significantly strengthen our risk engine, improving how we detect anomalies, validate intent, and protect genuine merchants. In payments, and in life, friction isn’t the enemy of experience. Sometimes, it’s the silent guardian of trust. True innovation isn’t about removing every bump on the road — it’s about knowing which ones to retain to keep the journey safe. What do you think — is 'frictionless' always the goal, or are we sometimes designing away trust in the name of speed?

Mehmood Khan

Vice President of Engineering & Product | Scaling Cloud-Native Platforms | Fintech, E-Commerce, SaaS & Gaming | Micro-services Architect | Tech-Led Growth Strategist | Digital Transformation | Infrastructure Optimization

2w

Balancing user experience with data insights is crucial in fintech. Asking for too many fields (address, phone number, etc.) on a card-details page at checkout often leads to drop-offs, even if those fields give behavioural insights. When address is mandatory, e.g. Loan Application form, using location search APIs plus geolocation validation can reduce friction vs manual entry. The key is removing unnecessary friction without losing essential data.

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