Friction in the user journey can lead to frustration, confusion, and abandonment. This lesson shows how to spot friction and turn it into opportunities for smarter design.

You’ll learn:

• Behavioral cues that signal friction: rage clicks, exits, confusion

• Using journey maps to prioritize improvements

• Collaboration with stakeholders: cross-team workshops for journey improvement

• Frameworks for problem solving: How Might We questions, usability heuristics

An in-depth example will show how a company improved user activation by simplifying a complex onboarding process. You’ll then analyze a fictional journey to identify three points of friction and propose solutions.