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DESIGN
Make me think!
FRICTION
@CRVIGANO
CRISTINA VIGANÒ
@CRVIGANO
SENIOR UX DESIGNER AT
? DESIGN
what are
FRICTIONS
Motion
Pushing
force
Friction
MAKE
ME
THINK
Cristina Viganò
The amazing power of positive friction
New edition
VS
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 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
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
MINDFUL?
Getting our
ATTENTION
Getting too much
ATTENTION
ATTENTION
vs
MINDFULNESS
FAST
UNCONSCIOUS
AUTOMATIC
SLOW
CONSCIOUS
EFFORTFUL
Exercise 1 Exercise 2
FAST
UNCONSCIOUS
AUTOMATIC
Exercise 1
SLOW
CONSCIOUS
EFFORTFUL
Exercise 2
FAST
UNCONSCIOUS
AUTOMATIC
SLOW
CONSCIOUS
EFFORTFUL
System 1 System 2
FAST
UNCONSCIOUS
AUTOMATIC
System 1 System 2
EVERYDAY DECISIONS
ERROR PRONE
SLOW
CONSCIOUS
EFFORTFUL
COMPLEX DECISIONS
RELIABLE
Lack of
CONSCIUOSNESS
malicious
EXPLOITMENT
WHY WE
positive
FRICTION
ERROR
prevention
1
Gmail
Zeplin
LIFE
balance
2
Slack
https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/
https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/
https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/
A Phone Setup That Will Make You More Mindful
http://humanetech.com/take-control/
HELPFUL
technology
3
the
CASHLESS
EFFECT
https://monzo.com/blog/2017/01/27/designing-product-mental-health-mind/
EFFICIENCY
increased4
Mathe Alarm
SATISFACTION
higher5
whattpad.com
FRICTION
done
WRONG
Spotify
Spotify
Spotify
Spotify
Spotify
Spotify
Spotify
Spotify
Spotify
Waze
Draw your users’ journeys
Highlight pain points
Judge pros and cons
LET’S
get to
WORK!
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
Draw your persona2
Name Job Family
Draw your persona2
Technology Typical
behaviour
Frustrations Motivations
Create your user journey3
Step 1 Step 2 Step 3 Step 4
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
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
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
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
Draw your friction6
Refine your best idea7
It’s time
TO SHARE
WRAPPING UP…
What are design frictions
Why we need them
How they can help us
When they are not right
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
Thank you!
@CRVIGANO

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Design friction: Make me think