Alan Cooper defines cognitive friction as “the resistance encountered by human intellect when it engages with a complex system of rules that change as the problem permutes.”
Cooper was talking about bad interaction design on computer interfaces.
Gentry Underwood of IDEO elegantly describes the impact of UI friction in this chart from his presentation, “How To Build Collaborative Software That People Will Actually Use“.
The message is clear: as user interface “friction” decreases, system adoption increases.
How much UI friction do you see on your intranet?