# Experience friction: what it is and how it works
> Friction is an obstacle or effort that makes it harder to progress towards a goal within an experience.
URL: https://www.zorraquino.com/en/dictionary/experience-friction

# Experience friction

Friction is an obstacle or effort that makes it harder to progress towards a goal within an experience

What it means, how it is used and where it comes up, with its related concepts.

[The whole glossary](https://www.zorraquino.com/en/dictionary)

## What it is and how it works

It can be cognitive, operational or emotional, such as an ambiguous instruction or an unexplained wait. Its importance depends on the context. Some checks introduce necessary effort, so improving does not always mean removing every step.

Topics

[Experience and service design](https://www.zorraquino.com/en/dictionary/category/experiencia-y-diseno-de-servicios)

## Related concepts

- [Customer experience](https://www.zorraquino.com/en/dictionary/internet/customer-experience.html)
- [Phygital experience](https://www.zorraquino.com/en/dictionary/digital-marketing/phygital-experience.html)
- [Customer journey map](https://www.zorraquino.com/en/dictionary/customer-journey-map)
- [Technical debt](https://www.zorraquino.com/en/dictionary/technical-debt)