What if, in a world obsessed with frictionless experiences, what users need is actually some resistance? 

In my previous article, I wrote about why designers should remain critical of trendy narratives and avoid applying one-size-fits-all solutions in whatever product we design. Now, I'd like to attack another very prevalent myth in our industry: that "seamless is always better." It's been a guiding principle that has grown so strong, we rarely take a second to question it.

But here is where it gets interesting: picture transferring your life savings with a tap of a single button, or deploying code to production without any confirmatory steps in between. Suddenly, "seamless" doesn't quite be the sexy term, does it? It is here that "friction" in UX design becomes a powerful tool-those intentional moments of pause and resistance that, when thoughtfully applied, can actually build trust, foster comprehension, and lead to superior user experiences. By understanding the psychological underpinnings driving strategic friction, we can create interfaces that not only smooth the flow but actually serve the best interests of our users. Let’s take look…

The Psychology Behind Friction

In definition, friction in user experience refers to any aspect of an interface or interaction that slows down, complicates or creates resistance in the user journey toward their intended goal, and it can manifested in at least three forms:

• Cognitive Friction (the mental effort required to process information)
• Emotional Friction (negative emotional responses triggered by obstacles or delays: frustration or confusion)
• Physical Friction (tactile sensations experienced during interactions: such as resistance felt when touching touchscreens)

Friction and Cognitive Processing

To better understand how friction affects cognitive processing, we need to examine Don Norman's concepts of constraints and natural mapping, which are essential elements of psychology in user experience design.

Constraints are elements that guide user actions and limit their possibilities. They can be physical, semantic, cultural, or logical, and they help users navigate interfaces more effectively. Natural mapping, on the other hand, refers to the intuitive relationships between controls and their effects, where controls are arranged in a way that reflects their outcomes.

A classic example of a constraint is the physical design of a USB connector that prevents incorrect insertion (yes, we all struggle with this!). For natural mapping, consider the intuitive double-tap gesture on your iPhone screen to wake it up – the action naturally maps to the desired outcome.

Think about a time when you encountered an interface that required you to pause and think critically about your actions to avoid serious mistakes. If you've ever used your banking app to send money to a new contact, you've experienced this moment of necessary reflection – and that's precisely where friction plays its crucial role.

When we introduce moderate challenges and constraints for our users, we enhance cognitive processing by encouraging deeper engagement with the task at hand. These strategic friction points, implemented through constraints and natural mapping, prompt users to think critically about their actions. This leads to better information retention and understanding, helping users navigate complex systems without feeling overwhelmed while preventing potential mistakes.

When Frictions Builds Trust

Here there are a few common examples on which friction helps build user trust on the product they use:

Financial Applications: In Fintech, requiring users to undergo identity verification during account signup and transactions, friction is widely used as a protective measure against fraud and users errors, which leads user to appreciate the added layer of security in those platforms that apply it.

Medical Applications: Certain critical operations (like medication administration and surgical procedures) introduce friction through additional verification steps in order to ensure that all necessary checks are performed.

Ecommerce: When applying to financing options at checkout, providing users with a quick eligibility check introduces friction in order to help them understand their chances of approval without impacting their credit score.

Strategic implementation of friction

Once you understand how friction works and its underlying psychological concepts, there are several ways to use friction strategically to deepen user engagement and enhance outcomes. This strategic implementation is what we call Positive Friction.

When designers strategically reveal complex information through progressive disclosure, we create deliberate pauses in the user journey that allow for better retention, information processing, and mistake prevention by reducing cognitive overload. For instance, financial applications can introduce verification steps for large transactions, while educational platforms can use gamification to gradually unlock advanced features. These aren't random obstacles in the user journey – they're intentional spaces for reflection and understanding that lead to more capable and satisfied users.

By implementing thoughtful constraints and natural mapping alongside meaningful feedback loops, we can use positive friction to enhance rather than impede the user experience. When we carefully limit options and provide clear feedback on user actions, we create a scaffolded environment that builds user confidence through guided exploration. To determine whether your product design requires friction, evaluate the type of interaction you're aiming for:

• High-Stake Interactions: Scenarios where the user needs to interact with sensitive information-some friction is highly recommended. Example: In a banking application, this could be when multi-factor authentication is needed in order to reduce fraud.
• Low-Stake Interactions: Those scenarios where the interaction of the user with the information is not that critical. For instance: In social media interactions, too much friction may nag users, so a more fluid and seamless experience should be in focus.

Here are some quick tips that can serve as small decision framework for UX designers when it comes to friction:

• Identify user context: Understand the context in which users will interact with your product
• Assess User Needs: As always recommended, conduct user research to gather insights on their preferences and pain points
• Have clear goals of your design - what level of trust and security enhancement are you looking to achieve?
• Feedback mechanisms: Providing meaningful feedback during critical processes, can help users understand the necessity of certain frictions (for instance: verifying their identity several times)

Embracing Friction

Moderate friction, when applied thoughtfully, can significantly enhance user engagement, especially in high-stakes scenarios where users need to be more attentive. Don Norman's concepts of constraints and natural mapping are vital principles for creating intuitive interfaces. By understanding these principles, we can better determine the appropriate level of friction needed in scenarios where heightened user attention is crucial.