Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s ...

Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it ...

Jerry Cao is a UX content strategist at UXPin — the wireframing and prototyping app. To learn how to master the art of persuasive design, check out Interaction Design Best Practices: Time & Behavior.

Space to play or pause, M to mute, left and right arrows to seek, up and down arrows for volume. Friction is a force that exists when two surfaces rub up against each other. For example, this cup on ...

Friction is the force between two surfaces that are sliding, or trying to slide, across each other. For example, when you try to push a book along the floor, friction makes this difficult. Friction ...