When designing products, a lot of effort always goes into reducing the friction to make user journeys smoother and stickier. But is design friction always against the interests of the user? In this presentation, I talked about how friction can be used to help users to stay in control of their actions. Positive frictions (similar to the concept of micro-boundaries) are defined by human-computer interaction researchers at UCL as frictions that “can disrupt mindless automatic interactions, prompting moments of reflection and more mindful interaction”. Positive frictions make interactions better - not because they help users achieve their goals quicker and more efficiently - but because they put users in control of their actions and help raise their awareness. In this session, I also showed some examples of using positive friction to prevent errors, improve efficiency, create a better life balance, design more helpful products and increase efficiency. This talk was originally given at UX Cambridge on 12th September 2018.

1. DESIGN
Make me think!
FRICTION
@CRVIGANO

2. CRISTINA VIGANÒ
@CRVIGANO
SENIOR UX DESIGNER AT

3. ? DESIGN
what are
FRICTIONS

4. Motion
Pushing
force
Friction

7. MAKE
ME
THINK
Cristina Viganò
The amazing power of positive friction
New edition
VS

9. 10 usability
heuristics
1. Visibility of system status
2. Match between system and the real world
3. User control and freedom
4. Consistency and standards
5. Error prevention
6. Recognition rather than recall
7. Flexibility and efficiency of use
8. Aesthetic and minimalist design
9. Help users recognize, diagnose, and recover
from errors
10. Help and documentation

10. 10 usability
heuristics
1. Visibility of system status
2. Match between system and the real world
3. User control and freedom
4. Consistency and standards
5. Error prevention
6. Recognition rather than recall
7. Flexibility and efficiency of use
8. Aesthetic and minimalist design
9. Help users recognize, diagnose, and recover
from errors
10. Help and documentation

13. Positive frictions in design
can disrupt
mindless automatic
interactions, prompting
moments of reflection
and more mindful
interaction.
Design Frictions for Mindful Interactions: The Case for Microboundaries

14. MINDFUL?

15. Getting our
ATTENTION

16. Getting too much
ATTENTION

17. ATTENTION
vs
MINDFULNESS

18. FAST
UNCONSCIOUS
AUTOMATIC
SLOW
CONSCIOUS
EFFORTFUL
Exercise 1 Exercise 2

19. FAST
UNCONSCIOUS
AUTOMATIC
Exercise 1

20. SLOW
CONSCIOUS
EFFORTFUL
Exercise 2

21. FAST
UNCONSCIOUS
AUTOMATIC
SLOW
CONSCIOUS
EFFORTFUL
System 1 System 2

22. FAST
UNCONSCIOUS
AUTOMATIC
System 1 System 2
EVERYDAY DECISIONS
ERROR PRONE
SLOW
CONSCIOUS
EFFORTFUL
COMPLEX DECISIONS
RELIABLE

23. Lack of
CONSCIUOSNESS

24. malicious
EXPLOITMENT

25. WHY WE
positive
FRICTION

26. ERROR
prevention
1

27. Gmail

28. Zeplin

29. LIFE
balance
2

31. Slack

34. https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/

35. https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/

36. https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/

37. A Phone Setup That Will Make You More Mindful

38. http://humanetech.com/take-control/

39. HELPFUL
technology
3

40. the
CASHLESS
EFFECT

43. https://monzo.com/blog/2017/01/27/designing-product-mental-health-mind/

45. EFFICIENCY
increased4

47. Mathe Alarm

48. SATISFACTION
higher5

51. whattpad.com

53. FRICTION
done
WRONG

54. Spotify

55. Spotify

56. Spotify

57. Spotify

58. Spotify

59. Spotify

60. Spotify

61. Spotify

62. Spotify

64. Waze

65. Draw your users’ journeys
Highlight pain points
Judge pros and cons

66. LET’S
get to
WORK!

67. Choose a scenario1
Scenario 1:
The workaholic one
Someone who goes on
holiday, but cannot switch off
completely and keeps
checking emails and work-
related communications.
Scenario 2:
The impulsive one
Someone who is impulsive and
replies to emails / messages
straight away when they are
angry, only to regret it after
one hour.
Scenario 3:
The forgetful one
Someone who sets themselves
reminders, but still forgets stuff
immediately after having
turned off the reminder.
WORK-LIFE BALANCE HELPFUL TECHNOLOGY INCREASE EFFICIENCY

68. Draw your persona2
Name Job Family

69. Draw your persona2
Technology Typical
behaviour
Frustrations Motivations

70. Create your user journey3
Step 1 Step 2 Step 3 Step 4

71. Create your user journey3
Bill is choosing
what to eat
Bill’s wife goes
to order at the
bar
While waiting,
Bill picks up the
phone
Bill opens his
work email

72. Identify the level of awareness4
Bill is choosing
what to eat
Bill’s wife goes
to order at the
bar
While waiting,
Bill picks up the
phone
Bill opens his
work email
SYSTEM 2
SYSTEM 1

73. Identify the pain point(s)5
Bill is choosing
what to eat
Bill’s wife goes
to order at the
bar
While waiting,
Bill picks up the
phone
Bill opens his
work email
SYSTEM 2
SYSTEM 1
PAIN POINT

74. Identify the pain point(s)5
Bill is choosing
what to eat
Bill’s wife goes
to order at the
bar
While waiting,
Bill picks up the
phone
Bill opens his
work email
SYSTEM 2
SYSTEM 1
He feels bored
He is alone
PAIN POINT

75. Draw your friction6

76. Refine your best idea7

77. It’s time
TO SHARE

78. WRAPPING UP…

79. What are design frictions
Why we need them
How they can help us
When they are not right

80. Reading
list
1. Thinking, fast and slow - Daniel Kahneman
2. Design Frictions for Mindful Interactions: The Case
for Microboundaries - Cox, Anna L.; Gould, Sandy
J.J.; Cecchinato, Marta E.; Iacovides, Ioanna and
Renfree, Ian
3. How Technology is Hijacking Your Mind — from a
Magician and Google Design Ethicist - Tristan Harris
4. Center for humane technology humanetech.com -
Tristan Harris
5. Evil by design - Chris Nodder
6. Dark Patterns http://darkpatterns.org - Harry Brignull

81. Thank you!
@CRVIGANO