People wish to do the least amount of work to get things done, so friction and UX naturally contradict. Friction decreases conversion rate, extends task completion time, increases the cognitive effort and generally speaking annoys people. Saying that, when dealing with cyber-security systems there are cases and situations in which some friction is essential. However, adding elements of friction to digital products requires careful handling. We have to thoughtfully consider if, when and how to do it, so our users will remain tranquil and confide in our products

1. Friction as a Function
in Cyber-Security
Meirav Har-Paz
UX Lead & Research, CyberArk

2. “DON’T MAKE ME THINK”
Steve Krug

3. DON’T MAKE ME THINK

4. DON’T MAKE ME THINK
When it comes to complex cybersecurity systems -
the fast, easy and standard way of doing tasks
is not always the best way for our users

5. Meirav Har-Paz
UX Lead & Research, CyberArk

6. Friction
In mechanics, friction is a force that resists the relative motion
of one solid object over another

7. Friction
In UX, there is friction
between the user and
the interface

8. Friction
When there is little friction, everything goes smoothly.
Maybe too smoothly.

9. DON’T MAKE ME THINK

10. DON’T MAKE ME THINK
When it comes to complex cybersecurity systems -
the fast, easy and standard way of doing tasks
is not always the best way for our users

11. CyberArk is an information security company
offering Privileged Account Security

12. Meet Our Users
Paul, Basic User Adam, Admin Jane, Manager

13. 3 principles
DON’T MAKE ME THINK

14. DON’T MAKE ME THINK
Decrease Visual Load

15. DON’T MAKE ME THINK
MAKE ME COMPREHEND
When it comes to rarely used critical operations,
we’ll incorporate inline help text - even at a cost of
increasing the visual load

16. MAKE ME COMPREHEND
Adam, Admin

17. MAKE ME COMPREHEND
Adam, Admin

18. DON’T MAKE ME THINK
Don’t Waste My Time

19. DON’T MAKE ME THINK
MAKE ME RE-CONFIRM
When it comes to the most critical operations that are
significantly affect objects, users, and environments,
we’ll design numerous confirmation steps

20. MAKE ME RE-CONFIRM
Adam, Admin

21. MAKE ME RE-CONFIRM
Adam, Admin

22. MAKE ME RE-CONFIRM
Jane, Manager

23. MAKE ME RE-CONFIRM
Jane, Manager

24. MAKE ME RE-CONFIRM
Jane, Manager

25. MAKE ME RE-CONFIRM
Jane, Manager

26. MAKE ME RE-CONFIRM
Jane, Manager

27. DON’T MAKE ME THINK
Keep It Consistent

28. DON’T MAKE ME THINK
MAKE ME PURSUE
When doing the same function to multiple entities – break
consistency to slow users down and make them aware of
the consequence of their actions

29. MAKE ME PURSUE

30. MAKE ME PURSUE
Paul, Basic User

31. MAKE ME PURSUE
Adam, Admin

32. MAKE ME PURSUE
Adam, Admin

33. MAKE ME PURSUE
Adam, Admin

34. MAKE ME PURSUE
Adam, Admin

35. MAKE ME PURSUE
Adam, Admin

36. DON’T MAKE ME THINK
MAKE ME PURSUE
MAKE ME COMPREHEND
MAKE ME CONFIRM

37. DON’T MAKE ME THINK
Increase UX friction
to empower users’ sense of
safety and control.
Carefully consider when, for
whom, and how to increase
the friction.
Always test and validate.

38. Increase friction
to prevent glitches.

39. Thanks!
Meirav Har-Paz
Marvily.inspire
marvily.inspire@gmail.com