User Experience
Friction
Plain English
Anything that makes it harder for users to do what they want.
Definition
Friction refers to anything that slows users down or makes it harder for them to complete a task. It can be caused by poor design, unnecessary steps, unclear messaging, or technical issues.
In practice
Used to identify and remove barriers in glossaryUser JourneyThe full path a user takes to complete a task, including every step, decision, and interaction along the way.Open glossary term, improving flow, glossaryConversionA conversion is any action a user takes that aligns with a defined goal, such as making a purchase, signing up, or completing a task.Open glossary term, and satisfaction.
In context
Not all of it is bad. A confirmation step before a destructive action is friction doing its job, and removing it in the name of smoothness creates a different problem.
The reality
Every extra step or moment of confusion increases the chance users glossaryDrop-offDrop-off refers to users leaving a journey before completing a desired action or reaching the next step.Open glossary term.
Compared with
Friction vs Pain Point
Friction is anything adding effort, including deliberate and useful effort. A glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term is friction the serviceUser ExperienceImprove journeys, reduce friction, and make digital products clearer, simpler, and easier to move through.Open service as a problem. Reducing friction indiscriminately removes safeguards along with the obstacles.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What is friction in UX?
Friction is anything that makes it harder for users to complete a task.
Why is friction important?
Reducing friction improves glossaryConversionA conversion is any action a user takes that aligns with a defined goal, such as making a purchase, signing up, or completing a task.Open glossary term, glossaryUsabilityUsability is how easy and efficient it is for users to complete tasks within a product. It focuses on clarity, simplicity, and reducing effort so users can achieve their goals without confusion or friction.Open glossary term, and user satisfaction.
What causes friction?
Complex glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term, unclear glossaryInterfaceAn interface is the point of interaction between a user and a system, where inputs are made and outputs are received. It can be visual, physical, or conversational.Open glossary term, and unnecessary steps.
How do you reduce friction?
By simplifying journeys, improving glossaryClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term, and removing unnecessary steps.
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