MENTAL MODEL · M0679

Friction

CreateHigh supportDesign Thinking

Included

Version 1.0.0 · Updated 2026-07-30

CORE DEFINITION

All resistance that hinders users from achieving their goals (e.g., cumbersome registration processes, slow loading, difficult-to-understand copy).

SCAFFOLDING EFFECT

psychology

Reduce cognitive load

- Double-edged sword: Usually we reduce friction to increase conversion rates (e.g., one-click ordering); but sometimes we increase friction to enhance safety or depth of thought (e.g., secondary confirmation during transfers, the 'red-to-gray' button when deleting files).

anchor

Anchor fast decisions

Any resistance that hinders users from achieving their goals is friction. Double-edged: Under normal circumstances, reduce friction to boost conversion (one-click ordering), but add friction (secondary confirmation, delays) at safety/critical decision points to prevent errors and promote deep thinking. Friction is a regulatory valve; lower is not always better.

MINIMUM ACTION

In progress 0/1

Practice this model in one real situation:

Identify friction points on critical paths. 2. Reduce friction for high-frequency, low-risk actions. 3. Add friction for high-risk/irreversible actions. 4. Use A/B testing to calibrate friction levels.

Check to track your progress (stored locally)

Learning progress0%

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Source support: Explicit

link
en.wikipedia.orghttps://en.wikipedia.org/wiki/FrictionZH · Explicit
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