User FrictionUser friction refers to the minor irritants in your design that has little or no impact until someone starts using it constantly. That friction point becomes more and more unbearable as the user scratches themselves on it, eventually the minor friction is a massive source of pain.

Why is something so small such a big issue?

Minor friction points mostly affect your best users, people who use the system constantly, which is why it’s so important to catch these friction points and do something about it.

How do you catch those friction points?

  • Ask your users about page frustrations
  • Listen to your feedback
  • Observe your users
  • Look for repetition

User friction can be low hanging fruit, something easily changed, but even when it is something easily changed, be sure to test it. You don’t want to replace user friction with more user friction.

Turn friction point change into a win by telling users how and why you’ve changed it.