Designing for Friction and Flow in Customer Journeys
Summary: Friction and Flow are two concepts in interaction design that assist users in their tasks, whether this is to prevent errors or to encourage completion. As designers, it's important to use both as and when required in the user journey. This video explains when you might need to consider adding friction into the user journey.
Maria Rosala is the Director of Research at Nielsen Norman Group. She leads and oversees research at NN/g, trains teams around the world on UX topics, and works with clients to help them improve the user experience of their products and services.
