Friction Classifications

Friction classifications

1. Comprehension

   Participant cannot understand the meaning of content due to jargon, unclear language, complex terminology, or poorly written text.

   

   Participant doesn't know what 'authentication' means. Legal text is incomprehensible. Error message uses technical codes with no plain language explanation.

2. Confidence

   Participant understands the content but feels uncertain about what to do next, whether their action is correct, what will happen if they proceed, or where to find what they need. Includes wayfinding uncertainty and unclear site functionality.

   

   Participant hesitates at 'Submit' unsure if it's final. Participant asks 'will this charge my card?'. Participant can't figure out where to navigate next.

3. Accessibility

   Content or functionality does not work correctly with the participant's assistive technology, input method, or accessibility settings — or fails to meet basic accessibility requirements. Often forces participants to find workarounds, seek external help, or abandon the task.

   

   Screen reader announces 'clickable' with no context. Focus jumps unexpectedly. Custom component not keyboard accessible. Participant asks someone else to read content for them.

4. Unresponsive interface

   Participant takes an action but the interface doesn't respond as expected, responds slowly, or provides no feedback that anything happened.

   

   Button click produces no visible change. Form submits with no confirmation. Page appears frozen during loading. Participant clicks multiple times unsure if first click registered.

5. Unexpected behaviour

   Interface responds in a way the participant did not anticipate based on the design, labels, or their prior experience.

   

   'Next' button submits the form instead of advancing. 'Save' closes the modal without confirmation. Back button loses all entered data. Selecting an option triggers immediate action without warning.

6. Content not found

   Participant cannot locate information they need to make a decision or complete a task — either because it doesn't exist, is hidden, or is placed somewhere they wouldn't think to look.

   

   Return policy not visible anywhere during checkout. No indication of password requirements until error. Shipping costs hidden until final step. Participant searches for contact information that isn't on the site.

7. Excessive effort

   Task requires more steps, clicks, time, or cognitive effort than reasonably expected. The friction isn't about comprehension or uncertainty — it's simply too much work to accomplish something straightforward.

   

   Four confirmation screens to add to cart. Must re-enter information already provided. Excessive scrolling required to find action buttons. Simple task takes 10 clicks when 2 would suffice.