CX Strategic Knowledge · CX Methods
Friction is systemic, not accidental
Remove friction from the product. Don't train users harder or blame user error.
Friction is built into products, services, and experiences; it is not a series of accidents. Combining Task Dimensions with the Four Horsemen of Bad CX produces a friction map. Customer-centricity means fixing the system, not the user.
Friction is systemic. It gets designed in, one assumption at a time, and it will not disappear through better onboarding or more documentation. Layering the Task Dimensions over the Four Horsemen of Bad CX gives you a friction map: where the pain lives and what kind of pain it is.
- Remove friction from products, services, and experiences
- Do not train users harder
- Do not add tooltips as a fix
- Do not blame user error
Apply this
Reading about friction is systemic, not accidental is one thing. Seeing where it applies in your journey is the useful part.