Friction
Definition
Friction in user experience (UX) is defined as any element of a design that makes it more difficult for users to achieve their goals. This can include anything from a complicated navigation structure to excessive loading times, and even poorly designed forms. The presence of friction can lead to frustration, decreased user engagement, and ultimately, lower conversion rates.
Understanding friction is crucial for UX professionals because it directly impacts the usability of a product. By identifying and minimizing friction points, designers can create a smoother, more intuitive experience that encourages users to complete desired actions, such as making a purchase or signing up for a newsletter.
Additionally, friction can be categorized into various types, such as cognitive friction, which arises from the mental effort required to understand and use a product, and emotional friction, which stems from negative feelings users may have towards a design. Identifying the type of friction present can help UX designers develop targeted solutions.
Expanded Definition
The concept of friction has evolved as digital products have become more sophisticated. Historically, friction was often overlooked in favor of aesthetics; however, as the competition for user attention has increased, the focus has shifted towards creating seamless interactions. Reducing friction not only enhances user satisfaction but also drives engagement and loyalty, making it a key focus in UX design.
Moreover, analyzing user behavior through data analytics can help identify friction points. By observing where users drop off or express frustration, designers can implement changes that make the overall experience more enjoyable and effective. A frictionless experience is often seen as a hallmark of good design, reinforcing the idea that simplicity and clarity lead to better user outcomes.
Key Activities
Conducting user research to identify friction points.
Analyzing user flows to detect areas of confusion or delay.
Testing design prototypes to gauge user reactions and identify friction.
Implementing iterative design changes based on feedback.
Utilizing analytics tools to track user behavior and engagement metrics.
Benefits
Improved user satisfaction and engagement.
Higher conversion rates and reduced drop-off rates.
Enhanced brand loyalty and user retention.
Greater efficiency in user interactions.
Insights for continuous improvement in design and functionality.
Example
An example of friction can be seen in an e-commerce website where users must fill out a lengthy registration form before they can make a purchase. This additional step can deter users from completing their transactions. By simplifying the registration process or allowing guest checkout, the website can reduce friction and improve conversion rates.
Use Cases
Online shopping platforms requiring user sign-ups.
Mobile applications with complex navigation.
Websites with slow loading times leading to user frustration.
Forms requiring excessive information from users.
Software tools with unclear user interfaces.
Challenges & Limitations
Identifying friction points can be difficult without proper user feedback.
Balancing aesthetics and functionality to minimize friction while maintaining visual appeal.
Potential trade-offs between security measures and user convenience.
Resistance to change from stakeholders who may prefer existing design elements.
Tools & Methods
User testing platforms (e.g., UsabilityHub, UserTesting).
Analytics tools (e.g., Google Analytics, Hotjar).
Prototyping tools (e.g., Figma, Sketch).
Heatmap tools to visualize user interactions (e.g., Crazy Egg).
Surveys and feedback tools (e.g., SurveyMonkey, Typeform).
How to Cite "Friction" - APA, MLA, and Chicago Citation Formats
UX Glossary. (2025, February 11, 2026). Friction. UX Glossary. https://www.uxglossary.com/glossary/friction
Note: Access date is automatically set to today. Update if needed when using the citation.