Friction & Sludge

Friction is the time, effort, and trouble involved in getting something done. It can come from a confusing form, an unnecessary step, or a long wait. Sludge refers to burdens that are excessive or unjustified. This section covers where behavioral friction comes from and how to examine it through a sludge audit. It also includes ways to simplify tasks, introduce information gradually, and prevent avoidable mistakes.